How to Get Help

Need a hand? No problem! You can count on our industry-leading support to be there when you have a technical issue, question, suggestion - anything! We love hearing from you.

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Troubleshooting steps

How to request support

How to support your students

Troubleshooting steps

We know that troubleshooting can be frustrating so we put together some steps you can take to solve the problem without requiring waiting for outside help:

  1. Refresh your cache. There are tons of cache refreshing tools out there, like: Sometimes browser caching causes problems.

  2. Try in a private or Incognito window (e.g. Chrome's Incognito Mode, or Firefox's Private Window). This opens a fresh browser window without any extensions or settings blocking your content.

  3. Try out a different browser (Chrome, Firefox, Edge, Safari, IE, Opera, etc). Sometimes the installation of their browser may be damaged. If it works on every browser but one, tell them to reinstall that browser. If the issue persists after reinstalling, send in a support ticket to us as it may be an issue only we can fix!

  4. Try a different device or computer (mobile phone, tablet, PC/Mac laptop/desktop, etc.). Sometimes a certain device has trouble with a content type. This is rare but could be the source of the problem.

Find an answer in the Knowledge Base

You can find the answer to almost any (Thinkific-related!) question in our Knowledge Base. Simply search for what you’re after and voilà! You should see a number of results relating to your topic.

Definitely, need a helping hand? 

Here are a few ways to get a hold of our support team:

Email our support team

Let us prove to you that we have the best support out there! Send us an email anytime to, and we’ll have you covered.

This is our preferred method of contact for a few reasons:

  • This allows us to have your account details and site name handy, which means faster support for you. We can focus on quick, detailed responses when we have this info available to us.

  • We can work together as a team to provide you with the most relevant answers. This sometimes means if we need a designer, developer, or marketer to give you the best support, we can connect them to the request.

  • Written responses can easily link to support documents, your course URL, screen captures and images, and external websites.

  • Efficiency! Written responses are easily referenced afterward while phone conversation details sometimes get lost after the fact.

Talk to someone by phone

Give us a call! Thinkific offers free and friendly phone support during business hours (9 AM to 5 PM Pacific Time, Mon - Friday) at 1-888-832-2409. 

We’re located in beautiful Vancouver, British Columbia, Canada.

How can my students get help?

As the subject matter expert, you're the best person to answer your student's questions. But if they need technical help, feel free to forward these Troubleshooting tips to them.

If one of your students has a question they can't find the answer to, they'll see a "?" link at the bottom of your course that links to the email address you have set under your Basic Settings in the admin dashboard.

If they ask you a technical question you don't know the answer to, we've got your back, but we need as much information as possible about the issue your student is experiencing. We can get to a solution fastest with your help. Once you’ve collected as much info as you can, forward it to us here and we'll help resolve it.

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