Getting support from the centre
When this manual does not answer your question, how to reach the right person quickly.
Last updated Monday, September 28, 2026
Use a support request
Open Help in your member menu and describe the problem. It goes straight to the centre's staff with your family attached, so they can already see your children, classes and invoices.
A request stays on the staff list until somebody deals with it, so nothing is lost if the person who usually helps you is away.
Writing a request that gets answered first time
- Name the child if the question is about one of them.
- Quote the invoice number for anything about money.
- Say what you expected to see, and what you saw instead.
When to phone instead
Phone the centre if a child is unwell or will miss a class happening today, if you have a safeguarding concern, or if waiting for a reply would not be safe.
Every article in this help centre ends with Still need help? – that button takes you to the same place.
What if my question is urgent?
Phone the centre if a child is unwell, will miss a class today, or if you have a safeguarding concern. For anything else, a support request gets the best answer.
Related articles
- Finding your way around – The menu, the help icons, the help button and the search box.
- A payment is not showing – Card payments that have not confirmed, declined cards, and cash that was not recorded.
- I cannot sign in – Locked accounts, forgotten passwords and the wrong email address.
- Welcome to the Sufaraa App – What the application does, who uses it, and the three places you will spend your time.
- Create an account and sign in – Open a family account in your own name, sign in, and keep the account safe.