Get support

When these docs do not answer your question, send a message to Arcade support from the app. If you are a learner, ask your manager or your admin first. Many questions are about the content or the settings of your organization, and your manager or admin can change them.

Send a message to Arcade support

Select the settings button (the gear icon) at the top of the Home tab, then select Get Help.

×

"Get Help" in the Settings panel.

You do not have to tell support who you are. When you are signed in, Arcade gives your name, your email address, and the name of your organization to the support window.

To get a fast answer, write these items in your message:

• What you did, step by step, and what happened.
• The message that Arcade showed, if any.
• Your version of Arcade. Refer to Find your version.
• For a connection problem, the report of the network check. Refer to Send the report to your IT team.

Tip

If Get Help does not open the support window, your network can block it. Run the network check, and look at the Monitoring and support group.

Report a problem in a session

You can report a problem from a live practice session, or from a recorded answer in a lesson or a certification.

Select More options (the three dots), then Report an issue.

If you end a live session early, the Session ended screen has the same report. Select Send feedback….

Arcade keeps the report with the session. The report does not start a conversation with Arcade support, so you do not get an answer to it. If you need help, also send a message from Get Help.

AI practice sessions, for example AI Training and AI Roleplay, do not have Report an issue. To report a problem with one of these sessions, use Get Help. Give the name of the step and the time of the session.

Contact your customer success manager

Your organization has a customer success manager at Arcade. If you do not know who it is, ask your admin. Speak to your customer success manager in these cases:

• You want a feature that your organization does not have yet.
• Arcade tells you that a feature is not on for your organization, for example “Contact your Arcade customer success manager to enable content publishing.”

Send an email to Arcade

For some problems, Arcade tells you to send an email to help@arcade.co:

• A reward purchase or a cash out fails, and the error continues. Refer to I bought a reward. Where is it? or I cashed out, but the money did not arrive.
• You want to set up or change the AI credits plan of your organization. Refer to AI credits.

Next steps

• Troubleshooting
• Frequently asked questions
• Microphone and audio