Contacting support
If you need a hand with anything, we’re here. This article covers how to reach us and what to include so we can help you fast.
Two ways to get in touch
In-app chat
Click the chat icon in the corner of the Marking.ai app (or on the marketing site). It opens a chat window where you can type us a message. We aim to reply within a working day, often much faster.
Email us at connect@marking.ai from any inbox. We get back to all support emails personally.
What to include
A quick checklist for getting useful help fast:
- What you were doing — the page, the action, what you expected to happen
- What actually happened — the message you saw, the unexpected behaviour
- A screenshot — if visual, paste an image; we can usually solve faster with one
- The relevant assessment, submission, or student — a name or ID helps us find it in your account
- Your account email — if you’re emailing from a different address than your account
Response time
We aim to reply to every message within one working day. Bigger investigations (especially those needing a peek inside your account) sometimes take a little longer — we’ll always tell you if we’re investigating.
For urgent issues
If something’s actively blocking you mid-marking, mention that clearly (“I’m stuck during a marking session, deadline today”) and we’ll bump it up the queue.
For account or billing changes
Things like changing your sign-in email, transferring workspace ownership, or refund requests — email is best because we need a clear written record.
For bugs and weird behaviour
The chat is great because we can usually look at what’s happening in real time. The more specific (“on the assessment detail page for Year 9 Bio Test 1, the Submissions table doesn’t load”) the better.
Need help?
Click the chat icon in the app or email connect@marking.ai. We mean it — don’t suffer in silence.
FAQs
Is support included in every plan?
Yes — every Marking.ai user gets the same support, regardless of plan.
Can I phone someone?
We don’t have a phone hotline yet. Chat and email get you to the same humans, just on your own time.
What time zones are you in?
We’re a UK-based team but cover most working hours. Replies usually arrive same-day for messages received during European working hours.