Our primary support channel is the Freshdesk-powered support portal. You can submit tickets, track their status, and browse our knowledge base from one place.
Get Support
Report issues and contact our support team
If you run into an issue, have a question, or want to request a feature, our support team is here to help.
Mentra Support Portal
How to Submit a Ticket
- Go to support.mentra.education.
- Click New Support Ticket.
- Fill in the form:
- Subject — A brief description of the issue (e.g. "Tool not generating output" or "Billing question").
- Description — As much detail as possible: what you were doing, what you expected to happen, what actually happened.
- Attachments — If relevant, attach a screenshot of any error message. This speeds up diagnosis significantly.
- Click Submit. You'll receive an email confirmation with your ticket number.
Tracking Your Tickets
- Visit support.mentra.education.
- Click Check Ticket Status or log in to your support portal account.
- View all your open and resolved tickets, reply to follow-up questions, and see status updates.
Common Issues and Quick Fixes
| Issue | Try this first |
|---|---|
| Tool not generating | Refresh the page and try again. Check your credit balance — you may have run out. |
| Page won't load | Hard refresh (Cmd+Shift+R / Ctrl+Shift+R). Clear browser cache if the problem persists. |
| Can't log in | Try Forgot Password from the login screen. Make sure you're using the same Google account you signed up with. |
| Wrong plan showing | Log out and back in to refresh your session. If it persists, submit a ticket. |
| Export to Google Docs not working | Make sure you've granted Google Docs permission when prompted. Try disconnecting and reconnecting in Settings. |
| Billing or charges question | Contact support directly — include your email address and the date of the charge. |
Response Times
- Standard tickets — Responded to within 1–2 business days.
- Billing issues — Prioritised, typically responded to within 1 business day.
- Enterprise accounts — Priority support with faster response times.
Tip: Include your registered email address and a screenshot in your ticket — it helps us resolve issues much faster.
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