When you experience an issue on the MasteryPrep platform, submitting a detailed support ticket helps our team respond quickly and effectively. This feature ensures that all necessary context is available for prompt troubleshooting and resolution.
Support tickets are reviewed by our Customer Care team, who use the information you provide to verify your account, understand the issue, and escalate it to the right team if needed.
How to Submit a Complete Support Ticket
When submitting a ticket (via live chat, email, or help portal), you’ll be prompted to provide a brief summary of the issue and supporting details. Include the following details in your request:
-
Full Name
Identifies who is requesting help. -
District-Issued Email Address
Used to verify your account and send updates. -
District or Program Name
Helps support staff connect your issue to the right setup or access level. -
School or Institution Name
Important for multi-school districts or programs. -
Resource(s) Involved
Examples: ACT eBooks, TSIA2 Bell Ringers, Study Plan Assignments, etc. -
Description of the Issue
Include what you were doing when the issue occurred and any error messages or unexpected behavior. -
Screenshots (if applicable)
Visual context can significantly speed up diagnosis and resolution.
Summary
Submitting a complete support ticket helps us resolve your issue faster. By including specific details—such as your school, the resource affected, and any visual context—you help us assist you more efficiently and accurately.
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Need Further Assistance?
Email: support@masteryprep.zendesk.com
Chat: Available directly on the platform