Before contacting Support
If you have a question about using Arbor, the easiest place to find information to help is through the Arbor Help Centre. The Help Centre has dedicated articles for every module in Arbor, as well as FAQs for common questions and issues, and even searchable pages for every Census error/query code!
We have designed the Help Centre so that it can be used by anyone who uses the Arbor MIS, and you don't need to be signed in.
If you're not sure how to get the most out of the Help Centre, please read this article: How to use the Arbor Help Centre
However, if you are one of our Arbor supported schools and your query is not answered in one of our Help Centre articles, you might want to get in touch with Arbor's Support Team.
If you are a partner supported school, you will need to speak directly with your support partner, as our partner supported schools will not have access to certain support channels. Please do not contact Arbor directly.
If you are a guardian or student at an Arbor school, please contact your school with any queries or issues. Please do not contact Arbor directly.
Which support channel suits my query?
| Arbor Agent Bot | Messaging | Phone | |
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Our Arbor AI Bot is great for quick questions and confirmations, as it will take out the legwork for you and search our entire Help Centre and many external resources for you, such as the DfE website.
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Really helpful for quick and simple queries where you want to speak to a person, or would like to discuss something specific about your MIS. Messaging is perfect for this, as it allows you to send links to pages on your site, so we can see exactly what the issue is. |
Great for non-urgent queries where you don’t require an immediate response. Email is also really useful when you would like to send screenshots, add attachments, or when you would like to provide us with lots of information/details. |
We know how busy you are, and often finding the time to make a phone call can be tricky. However, our Analysts are here on the phones to help with queries that might need that one-to-one support, such as walkthroughs. |
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Here are some examples of areas our Arbor Bot answers really well on, and has the highest Satisfaction scores from our Schools and Trusts: In-house Exams; Census queries/errors, Enrolment, Student Profile, Attendance taking and reporting; New School Year Set Up; Staff on Arbor; Behaviour Setup; Seating Plans; and Roles and Permissions. |
Here are some examples of queries that are best to send via Messaging (Web chat): Troubleshooting queries on specific pages within your MIS; Logging in issues; sense checking potential issues or Arbor functionality e.g., Meals, Attendance Registers, and Parent Queries, such as the Parent Portal, to name a few. |
Email is especially helpful if you would like support with any of the following: Formatting or display queries on Arbor, such as Report Cards (especially Custom Report Cards), or Custom Report Writer. It's also handy for marksheet queries, or anything that could benefit from demonstrating with screenshots. |
If it is a quick “how-to” question, the aforementioned channels could be your best bet. However, if you have a challenging Payments, Assessments, or Exams question, for example, or you just need some hands-on problem-solving from an Arbor Expert, a phone call may be the way to go. |
See our guide here on how to get the quickest replies from Arbor Support.
How to contact us if you're supported by Arbor
If you can't find what you're looking for in our Help Centre, you can contact us by web chat, email and phone. If you're supported by Advanced Support, you can also book a meeting with your Advanced Support contact.
Our support team is available to help on weekdays (Monday to Friday, 08:00-17:00), excluding public/bank holidays, or specific company dates.
You can email the support team at myteam@arbor-education.com for support with the Arbor MIS. If you're an Advanced Support supported school, you will automatically be routed through to them.
Some of our other teams can only be contacted via direct email. Please note that these teams will not be able to provide support for using the MIS.
- For queries about Arbor HQ: community@arbor-education.com
- To create a new API integration: (not to enable an integration on your site): api@arbor-education.com
- To discuss purchasing training, your Arbor package or your usage of Arbor: customersales@arbor-education.com
- For training related queries, including pre-training contact, session details, or agenda questions: training@arbor-education.com
For anything else, please use the Contact Us form detailed below. There are also options within the Contact Us form to get in touch with our Onboarding and Finance teams.
Contact Us form
Click Contact Us in the top right of our Help Centre.
Select the relevant option (for example, if you need to report a bug).
In the form, provide us with as much information as you can, including links to the relevant Arbor page(s). You can add screenshots showing the issue in the Attachments section. This will ensure we can investigate thoroughly for you without having to email back for more information, which can delay a resolution. For example, if a staff member is having login issues, please provide their name, or a link to their profile.
You'll then get a notification that your question has been submitted, and you'll hear back from us soon. You can see how to track your requests here: How can I view my open requests with the Support Team?
Web Chat (Messaging) and the Arbor Bot
You can access web chat with our direct support team by clicking on the chat icon from the bottom-left of your Arbor site, or the Help Centre.
You'll first start speaking to our Arbor Bot, who will ask for some brief information about you, and will then offer help! If the Bot is unable to resolve your query, you just need to reply to it, and it will connect you through to our Direct Support team.
Click here for more help, including FAQs on sending links and screenshots: Using Messaging for Support.
Phone
We're currently available on these numbers:
Our main line - 020 3835 4025
Primary direct line - 020 3835 4036
Secondary, Special, MAT direct line - 020 3835 4047
Advanced Support - Available on request when purchased
Support Calls and Webinars - for Advanced Support schools only
You should already have the booking details of your Advanced Support contact as part of your kick-off call with them, however, if you need a reminder, you can email in (myteam@arbor-education.com) and ask again for the relevant booking links for your Advanced Support contact.
Ask the community - Arbor HQ
Why not ask a fellow Arbor users if they can help with getting the most out of Arbor? Click here to join Arbor HQ.
Seasonal webinars covering topics such as Census, New School Year Setup & Offer Holders Day are hosted on Arbor HQ.
Please note that there is no requirement for support from Arbor when using the HQ, so please use another channel if you require a response.
Habitude
If you have a support question for Habitude, you can:
- Use the chat icon in the bottom right-hand corner of the platform while in Habitude, for quick, easy access to support.
- Send Habitude an email at support@habitude.co, and a team member will get back to you as soon as they can.
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