> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zionapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to reach Zion support and what to include in your message

Use this page to find the right contact for a question, a bug report, or feedback on Zion.

## Contact us

<Card title="Email support" icon="envelope" href="mailto:support@zionapp.co">
  **[support@zionapp.co](mailto:support@zionapp.co)**

  Weekdays: response within 24 hours. Weekends: response within 48 hours.
</Card>

<Warning>
  For system downtime or data loss, email [support@zionapp.co](mailto:support@zionapp.co) with URGENT in the subject line.
</Warning>

## Before you contact support

Include these details so support can look into your issue without a back and forth:

1. **School name**, so the account can be located.
2. **Your role** (administrator, supervisor, monitor, parent, or student).
3. **What you were trying to do.**
4. **What happened**, including any error message text.
5. **Screenshots**, if you can attach them.
6. **Browser and device**, for example "Safari on iPad" or "Chrome on Windows".

## Common issues

### Account and login

**Can't log in:**

<Steps>
  <Step title="Check your email address">
    Confirm you're entering the email address your school registered.
  </Step>

  <Step title="Reset your password">
    Use the password reset link on the sign-in page.
  </Step>

  <Step title="Check for a verification link">
    If this is a new account, check your inbox and spam folder for the verification email.
  </Step>

  <Step title="Contact support">
    If you still can't sign in, email [support@zionapp.co](mailto:support@zionapp.co).
  </Step>
</Steps>

**Didn't receive an invitation email:**

<Steps>
  <Step title="Check spam or junk folder" />

  <Step title="Confirm your email address with your administrator">
    Ask your administrator to verify the email address on file matches yours.
  </Step>

  <Step title="Ask your administrator to resend the invitation" />

  <Step title="Contact support">
    If it still hasn't arrived, email [support@zionapp.co](mailto:support@zionapp.co).
  </Step>
</Steps>

### Goal Check

**Students not appearing in Goal Check:**

* Confirm the students have PACE assignments.
* Confirm the students are active, not deactivated.
* Check that you're viewing the correct date.

**Can't generate a report:**

* Confirm all students in the centre are marked.
* Check that the readiness indicator shows "Ready".
* Refresh the page.
* Contact support if the issue persists.

### Data import

**A spreadsheet import is failing:**

<Steps>
  <Step title="Compare against the template">
    Download the current template and check your file's columns match it.
  </Step>

  <Step title="Check for unusual characters in names" />

  <Step title="Check that centre names match exactly" />

  <Step title="Check the date format">
    Write dates as 2010-01-15 or as 15/01/2010. If you edit the file in Excel, set the date column to Text first so Excel does not quietly reformat it.
  </Step>

  <Step title="Remove empty rows">
    Delete any blank rows at the bottom of the file.
  </Step>

  <Step title="Save as CSV">
    Excel, Numbers, and Google Sheets all offer this under Save As or Download As.
  </Step>
</Steps>

See [Spreadsheet templates](/reference/csv-templates) for the exact columns each import expects.

## Feature requests and feedback

<Tabs>
  <Tab title="Feature requests">
    Email **[features@zionapp.co](mailto:features@zionapp.co)** with the feature you'd like to see and the problem it would solve. Every request is read, though not every suggestion gets built.
  </Tab>

  <Tab title="General feedback">
    Email **[feedback@zionapp.co](mailto:feedback@zionapp.co)**. Useful feedback includes what's working, what isn't, and specific pain points you've run into.
  </Tab>

  <Tab title="Training">
    Email **[training@zionapp.co](mailto:training@zionapp.co)** to arrange onboarding or training for your team.
  </Tab>
</Tabs>

## Documentation

Check these pages before contacting support. They cover most day-to-day questions.

<CardGroup cols={2}>
  <Card title="Quickstart" icon="rocket" href="/quickstart">
    Initial setup steps
  </Card>

  <Card title="Administrator onboarding" icon="user-shield" href="/guides/administrator/onboarding">
    Setting up your school in Zion
  </Card>

  <Card title="Goal Check workflow" icon="calendar-check" href="/guides/supervisor/goal-check">
    The daily supervisor workflow
  </Card>

  <Card title="FAQ" icon="question-circle" href="/faq">
    Answers to common questions
  </Card>
</CardGroup>