Support
Get an answer from a person, not a ticket number.
Every WhatsApp button on this site opens the same chat. That is deliberate. WhatsApp is where our team works, and it is the fastest way to reach a person who knows the system.
- Fastest route WhatsApp
- Hours Mon–Sat, business hours
- Based in Lahore
- Typical reply Same working day
Channels
Four ways in. One of them is faster.
All four reach the same small team in Lahore. WhatsApp reaches them first.
Where to reach us
What to expect
When we are open, and what comes back.
These are expectations we hold ourselves to. They are not a service-level agreement — we do not sell one, and nothing on this page creates one.
| Channel | Hours | Typical reply |
|---|---|---|
| Monday to Saturday, 9:00 to 18:00 PKT | Same working day, usually within a few hours. | |
| Phone | Monday to Saturday, 9:00 to 18:00 PKT | Answered live, or a call back the same working day. |
| Read Monday to Saturday | Within one working day. | |
| In person, Lahore | Monday to Saturday, by arrangement | Agree a time on WhatsApp first. |
| Sunday and public holidays | Closed | Messages are read and answered on the next working day. |
Before you message us
Three lines that save four replies.
Most support threads run long because the first message was short. Put these three things in it and we can usually answer in one.
- Your school code. The field above email and password on the sign-in screen. Every school on Skooly has its own, and it is what tells us which school we are looking at.
- Which role you were signed in as. School admin, teacher, student or guardian. Permissions are set per role, so the same screen shows different buttons to different people. A missing button is far more often a permission than a fault.
- Which screen you were on, and what you expected instead. “Fees → Student Fees, the balance is short for one student” is a question we can answer. “Fees are wrong” is four messages of narrowing down.
A screenshot of the whole browser window — address bar included — usually covers all three at once. Send it first and skip the typing.
Plainly
What Skooly support is not.
Most support pages in this market describe a portal that turns out to be an unread inbox. We would rather you knew what is missing now than at 11pm on a Sunday.
To be specific: no ticket portal, no help centre, no knowledge base. No live chat widget on this site, no public status page and no 24-hour phone number. There is also no service-level agreement — we do not sell one, and the reply times above are expectations rather than guarantees.
What there is: a WhatsApp number, a phone, an email address and an office, all watched by the same team, Monday to Saturday. If that is not enough for your school, tell us before you sign up rather than after.
Questions
Common questions
What is the fastest way to reach you?
WhatsApp, on 0306 8886763. Every button on this site opens that chat. It reaches the same team as the phone and the email address, and it is the one they are looking at all day.
Is there a ticket system or a help centre?
No. No ticket portal, no knowledge base, no chat widget on this site. You message a real number and a person answers. We would rather run one channel properly than four of them badly.
What happens if something breaks on a Sunday?
Send the message anyway — it will be read on the next working day, which is Monday unless Monday is a public holiday. There is no 24-hour line and we are not going to pretend otherwise.
Do you charge for support?
No. Support is included on every plan, including Free. Premium and Premium Plus list priority support, which means your message is picked up first when several are waiting. It is not a separate number and it does not extend the hours above.
Can our teachers message you directly, or does it go through the office?
Teachers can message us directly and it is usually faster. Ask them to include the school code and to say they are signed in as a teacher. Anything that changes your account, your roles or your billing we confirm with your school admin first.
Do you have a status page?
No. If you think something is down, message us. We will tell you what we actually know, including when the honest answer is that we are still looking. A status page nobody updates is worse than no status page.
Will you help us get our existing data in?
Yes, and that is setup rather than support. Data migration from your current system is included on Premium and Premium Plus; on the Free plan onboarding is a one-time PKR 15,000. Send us what you have — Excel, an export, or a printed register — and we will tell you what we can take.
Stuck on something? Message us now.
Send your school code, the role you are signed in as, and the screen you were on. We answer Monday to Saturday, 9:00 to 18:00 PKT.
Mon–Sat · Same working day · No ticket number