Our mission at EdPlace is to provide you, as a parent, with the resources and information to enable you to support your child's learning outside of school. Our entire team is motivated to provide the very best service to families, but we are only human and mistakes do happen. Don't worry though, we can easily fix it if anything has gone wrong and amend your child's score if required.
If your child is still working on their activity on our website when they give you this feedback, the best thing to do is to look at the question together. If you think something has gone wrong or you are not sure.
The easiest way to report an issue is to contact our friendly Customer Support Team so that they can investigate and pass your feedback on to the relevant team within EdPlace to address or fix. You can email our team at help@edplace.com or speak to them directly via our live web chat. As a general rule, the more detailed information you can provide, the easier it will be for our team to investigate and take swift action.
If you are reporting a technical, content or feature issue, it is really helpful if you can provide as much information as you can to help us investigate, such as whether you spotted this within your parent account or your child's account, if it was on the website or one of our apps, which browser and device you/your child was using, and a detailed description of what you saw or went wrong. A screenshot and/or short video can also be extremely useful for our team.
If you would like your child's score to be amended, our Customer Support Team will be happy to assist you with this.
Once we receive your feedback or query, we will make it a top priority to investigate urgently. We promise to always get back to our customers within 72 hours of contact (with the exception of holiday periods and weekends). We really appreciate our customers taking the time to contact us and, without this essential feedback, we may be unaware that there is an issue. Thank you so much for supporting us to make EdPlace as effective and accurate as possible!