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Getting Help

Getting help when you need it ensures you can use Manage1to1 effectively and resolve issues quickly. This guide explains the different support resources available and when to use each one.

Types of Help Available​

Manage1to1 offers multiple support channels depending on the type of assistance you need:

District Administrator Support​

What they help with:

  • Access issues (can't log in, forgot password)
  • Permission requests (need access to specific features)
  • Configuration questions (how your district has set things up)
  • Policy questions (district-specific billing policies, incident procedures)
  • Building access assignments
  • Role and permission changes
  • Account creation and management
  • District-specific workflow questions

Who they are:

  • Your district's Manage1to1 primary administrator
  • IT director or technology coordinator
  • System administrator at your school/district

How to contact:

  • Ask your building principal or office staff for contact information
  • Check district IT website or staff directory
  • Email district technology department

When to contact them:

  • "I can't log in" or "I forgot my password"
  • "I need permission to access [specific feature]"
  • "How does our district handle [specific process]?"
  • "Can you add me to [building] access?"
  • "I need an account created for a new staff member"

Manage1to1 Technical Support​

What they help with:

  • Platform bugs or errors
  • Features not working as expected
  • System performance issues
  • Questions about how features work
  • Browser compatibility issues
  • Integration issues (SIS sync, MDM, SSO)
  • Feature requests and suggestions
  • Training resources

How to contact:

  • Help button (?) in the top right corner of the platform
  • Support website: https://www.manage1to1.com/support/
  • Through your district administrator (they can escalate issues to Manage1to1 support)

When to contact them:

  • "I'm getting an error message when I try to [do something]"
  • "This feature used to work but now it doesn't"
  • "The system is running very slowly"
  • "How do I use [specific feature]?"
  • "Is it possible to [do something] in Manage1to1?"
  • "Our SIS sync isn't importing data correctly"

Documentation​

What it provides:

  • Step-by-step guides for all features
  • Explanations of how features work
  • Common questions and answers
  • Best practices and tips
  • Troubleshooting guidance

How to access:

  • Navigate using the left sidebar menu
  • Use the search bar (magnifying glass icon) to find specific topics
  • Browse by section (Users, Devices, Billing, etc.)

When to use it:

  • "How do I [do a specific task]?"
  • "What does [feature] do?"
  • "What's the difference between [option A] and [option B]?"
  • "I need to learn how to use [feature area]"

When to Contact Whom​

Use this decision tree to determine the best support resource:

Access and Permission Issues​

"I can't log in" → Contact your district administrator

  • They can reset passwords and verify account status

"I need access to [feature/building]" → Contact your district administrator

  • They control permissions and building assignments

Feature and Usage Questions​

"How do I use [feature]?" → Check documentation first, then contact district administrator

  • Documentation provides step-by-step instructions
  • District admin can explain district-specific workflows

"How does our district handle [policy/procedure]?" → Contact your district administrator

  • District-specific policies are set by your district, not Manage1to1

Technical Problems​

"I'm getting an error message" → Try troubleshooting first, then contact Manage1to1 support

  • See troubleshooting section below for common fixes
  • If error persists, contact Manage1to1 support with error details

"The system isn't working correctly" → Contact Manage1to1 support

  • Bugs, performance issues, or broken features need Manage1to1 support

"Can Manage1to1 do [specific thing]?" → Check documentation first, then contact Manage1to1 support

  • Documentation covers all available features
  • Manage1to1 support can confirm capabilities and discuss feature requests

Self-Service Resources​

Before reaching out for help, try these self-service options:

Search the Documentation​

  1. Click the search icon (magnifying glass) in the documentation
  2. Type keywords related to your question
  3. Review relevant articles
  4. Follow step-by-step instructions

Best for: "How to" questions, feature explanations, workflow guidance

  1. Use the left sidebar to navigate to the relevant section
  2. Read the overview/index page for that section
  3. Explore specific sub-topics
  4. Check Common Questions sections

Best for: Learning a new feature area, understanding related concepts

Check Common Questions​

Most documentation pages include a "Common Questions" section at the bottom with frequently asked questions and answers.

Best for: Quick answers to typical questions about that feature

Review Tips Sections​

Documentation includes "Do/Don't" tips highlighting best practices and common mistakes.

Best for: Avoiding common pitfalls, learning efficient workflows

Troubleshooting Common Issues​

Try these quick fixes before contacting support:

Login Problems​

Can't remember password:

  1. Click "Forgot Password" on login page
  2. Enter your email address
  3. Follow reset instructions in email
  4. If you don't receive email, check spam folder
  5. If still no email, contact district administrator

Login page won't load:

  1. Verify you're using the correct URL (should end in /admin)
  2. Try a different browser (Chrome, Firefox, Edge, Safari)
  3. Clear browser cache and cookies
  4. Try from a different device
  5. Check if internet connection is working

"Invalid username or password":

  1. Verify caps lock is OFF
  2. Double-check username (often your email address)
  3. Verify you're using the correct password
  4. Try resetting password via "Forgot Password" link
  5. Contact district administrator if reset doesn't work

Feature Access Problems​

Menu option is missing:

  • You may not have permission to access that feature
  • Contact district administrator to request permission

"Access Denied" message:

  • Your role doesn't include permission for that action
  • Contact district administrator to request permission
  • Or you may need building access for that specific building

Performance Problems​

Page loading slowly:

  1. Check your internet connection speed
  2. Close unnecessary browser tabs
  3. Try a different browser
  4. Clear browser cache
  5. Try from a different device/network
  6. If problem persists, contact Manage1to1 support

Search or filter taking too long:

  1. Use more specific search terms
  2. Add filters to narrow results
  3. Try searching smaller date ranges
  4. If persistent, contact Manage1to1 support

Data Display Problems​

Information looks wrong or outdated:

  1. Refresh the page (F5 or Ctrl+R)
  2. Clear browser cache
  3. Log out and log back in
  4. Check if automated import recently ran (data may be updating)
  5. If data is definitely incorrect, contact district administrator

Can't find a user/device:

  1. Verify spelling of name/serial number
  2. Try partial search (first few letters)
  3. Remove filters that may be hiding results
  4. Check if user/device is inactive (adjust status filter)
  5. Verify you have building access for that user's building

Getting Effective Support​

When you need to contact support, providing detailed information helps resolve issues faster:

Information to Provide​

For all support requests:

  • Your name and role
  • District name
  • Description of the problem
  • What you were trying to do
  • What you expected to happen
  • What actually happened

For technical issues, also include:

  • Error message text (exact wording or screenshot)
  • Steps to reproduce the problem
  • Browser and version (Chrome 120, Firefox 121, etc.)
  • Operating system (Windows 11, macOS, etc.)
  • When the problem started
  • Whether it happens consistently or intermittently

For data/user issues, also include:

  • User name or ID
  • Device serial or asset tag
  • Invoice number, incident number, or other relevant IDs
  • Building name
  • When the issue occurred (date/time if known)

Writing a Good Support Request​

✅ Good example:

Subject: Error when creating invoice for user

I'm trying to create an invoice for student John Smith (ID: 12345)
for a screen repair. When I click "Save" on the Add Invoice page,
I get an error message: "Failed to create invoice. Please try again."

I've tried this three times with the same result. I'm using Chrome
version 120 on Windows 11. This started happening today around 2 PM.
Yesterday I created invoices successfully.

Can you help me figure out what's wrong?

❌ Poor example:

Subject: Help

It's not working.

The good example provides context, error details, and troubleshooting steps already tried. The poor example lacks the information needed to diagnose the issue.

Screenshots and Screen Recordings​

When to include screenshots:

  • Error messages (capture entire error dialog)
  • Unexpected behavior (show what you're seeing vs. what should appear)
  • Configuration questions (show current settings)

How to take screenshots:

  • Windows: Press Windows Key + Shift + S, then select area
  • Mac: Press Cmd + Shift + 4, then select area
  • Full page: Use browser extension like "Full Page Screen Capture"

When to include screen recording:

  • Reproducing intermittent issues
  • Showing multi-step problems
  • Demonstrating workflow questions

Tools for screen recording:

  • Windows: Xbox Game Bar (Windows Key + G)
  • Mac: QuickTime Player (Shift + Cmd + 5)
  • Browser: Loom, CloudApp, or similar extensions

Emergency Support​

Urgent Issues​

What qualifies as urgent:

  • System-wide outage (nobody can log in)
  • Critical data loss
  • Security concerns
  • Issue preventing time-sensitive work (billing deadline, end-of-year processes)

What to do:

  1. Contact your district administrator immediately
  2. They will escalate to Manage1to1 support if needed
  3. Provide all relevant details
  4. Document the issue (screenshots, error messages)

What doesn't qualify as urgent:

  • Forgot password (use password reset)
  • Single user having issues (troubleshoot first)
  • Feature questions (use documentation)
  • Enhancement requests (submit through normal channels)

Common Questions​

Q: How do I find my district's Manage1to1 administrator? Ask your building principal, school secretary, or district IT staff. They can provide contact information for your district's primary Manage1to1 administrator.

Q: How long does it take to get support responses? This varies:

  • District administrator - Typically same day or next business day
  • Manage1to1 support - Response times vary based on issue severity and support plan
  • Documentation - Immediate (self-service)

Q: Can I call someone for immediate help? Contact your district administrator for immediate assistance. They may have phone support available. Manage1to1 support is typically handled through web-based channels (see support website for current contact options).

Q: What if I can't find the answer in the documentation? Try these steps in order:

  1. Use different search terms (try synonyms)
  2. Browse the relevant section manually
  3. Check Common Questions on related pages
  4. Contact your district administrator
  5. Contact Manage1to1 support

Q: I submitted a support request but haven't heard back. What should I do?

  • Check spam/junk folder for email response
  • If 2-3 business days have passed, follow up on your original request
  • For district administrator requests, try alternate contact method (email vs. phone)
  • For urgent issues, contact your district administrator to escalate

Q: Can I request new features or suggest improvements? Yes! Contact Manage1to1 support with feature requests and suggestions. They track enhancement requests and consider them for future development.

Q: What if the documentation is wrong or outdated? Report documentation issues to Manage1to1 support. They maintain the documentation and can correct errors or outdated information.

Q: Do I need to create a support ticket for every question? No. Use this guide:

  • Simple "how to" questions → Check documentation first
  • Quick policy questions → Email district administrator
  • Technical issues or bugs → Submit support ticket
  • Feature questions → Try documentation, then support ticket if needed

Q: What if I get conflicting information from different sources?

  • For district policies and procedures → District administrator is the authority
  • For how features work → Documentation and Manage1to1 support are authoritative
  • When in doubt, ask for clarification from the original source

Q: Can I access support resources from inside the platform? Yes, click the Help button (?) in the top right corner of the platform. This typically provides:

  • Link to documentation
  • Contact support options
  • Quick help for the current page/feature

Q: What information should I never share in support requests? Never share:

  • Your password
  • Other users' passwords
  • Sensitive student information (unless directly relevant to the issue)
  • Financial account numbers (credit cards, bank accounts)

Provide relevant technical details and user IDs/names as needed, but protect sensitive personal information.

Q: Is there training available for new users? Contact your district administrator about training opportunities. Many districts offer:

  • New user orientation sessions
  • Role-specific training
  • One-on-one training for administrators
  • Documentation walkthroughs

Q: What if I need help outside of business hours?

  • Documentation is available 24/7 for self-service help
  • District administrator availability varies by district
  • Manage1to1 support typically operates during business hours
  • For true emergencies (system outages), check your district's emergency contact procedures

Having multiple support resources available ensures you can get help when you need it. Start with documentation for immediate answers, contact your district administrator for access and policy questions, and reach out to Manage1to1 support for technical issues or feature questions.

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