Web Form (Recommended)

The fastest and most effective way to contact Support is through the support web form.

You can access it by selecting “Submit a Request” in the top-right corner of the Help Centre.

Using the web form allows you to:
• Select the correct issue category
• Include important details about your request
• Upload screenshots or supporting files
• Help the team investigate your issue more efficiently

Important:
If you submit a support request, you may receive a verification email asking you to confirm your request before the ticket is created.

Your support ticket will only be created after the verification link has been clicked.

If you do not receive a confirmation from the Support team, please check:
• Your inbox and spam/junk folders
• Whether the verification email was completed successfully

Chatbot

You can also access support through the chatbot available in the eLearning platform.

To use it:
• Log in to the eLearning platform
• Click the chat icon in the bottom-right corner of the screen

The chatbot can help you:
• Get quick answers to common questions
• Find relevant Help Centre articles
• Point you in the right direction based on your issue
• Raise a support ticket on your behalf if needed

When creating a ticket through the chatbot, you can also include:
• Additional details about the issue
• Screenshots or supporting files
• Relevant context to help the team investigate faster

Email

If you're unable to access the platform or support portal, you can reach the support team at CustomerSupport@centri.org 

Important:
Please contact Support using the same email address registered on your eLearning account whenever possible.

Before submitting a ticket, we recommend:
• Checking the Help Centre for existing guidance
• Reviewing the relevant course material carefully
• Searching the Discord community for similar questions or discussions

Important:
Support cannot provide answers, hints, or solutions for certification exams or practical lab exercises.

If you're stuck on a training lab, please review the dedicated troubleshooting article first : Lab Access and Troubleshooting Guide.

This guide cover common lab issues such as slow loading speeds, active lab time limits, connection problems, and lab login credentials.

Support Guidelines

To help the team assist you as efficiently as possible:
• Include clear details about the issue you're experiencing
• Attach screenshots or error messages where relevant
• Avoid sharing sensitive personal or payment information in screenshots
• Submit one request per issue whenever possible to avoid delays

What to Expect Next

Once your ticket is submitted, you'll hear from us as soon as possible. Our team responds during office hours, Monday to Friday, 9 AM to 5 PM UK time (GMT/BST).

In the meantime, it's worth browsing our Help Centre, you may find your answer faster than waiting for a reply.

Important:

• Response times vary depending on ticket volume and complexity
• Tickets submitted outside office hours will be picked up on the next working day