teachers

students

community

📩 ask for help!

how to get in touch with us for support!

1️⃣ generally/for non-urgent items

• you are always welcome to email us: support@somos.education

2️⃣ from the somos webapp

• if you are logged in, click the “support” button in the top header. fill out the short form and we’ll get back to you asap!

3️⃣ from heartbeat

• if you are logged into heartbeat, you can:
• post in the community support thread. just remember this is a public forum so don’t share any personal/confidential info here.
• DM the somos team.
• for either option, please tag us with @ somos team to make sure we see your request!

4️⃣ for stripe related issues

how to get support from stripe directly

if you are able to log in:

1. log in to your stripe dashboard.
2. click “help” in the header bar (it’s in the top right hand corner)
3. this will open a min-menu. click “share feedback” at the bottom under “get in touch.
4. you should then see a “contact support” button. click this and it will open a new window.
5. the new window will have a chatbot open (and it should tell you approximate wait time - this is normally 3-10 minutes).
6. select “connect” as the topic and your preferred support method (chat, call or email).
7. details/information the stripe team may ask for:
1. email address you used to sign up for somos & stripe
2. stripe service you are using: "connect"
3. type of account you are setting up: "standard"
4. platform managing the account: "somos"
8. make a note of any support ticket numbers you are given in case you need to discuss it with us.
9. although we might not be able to help directly, please keep us informed as we can also do our best to contact stripe alongside you.

if you can’t log in:

• please use their contact form: https://support.stripe.com/contact/email

🤔 frequently asked questions

on this page

• 📩 ask for help!
• 1️⃣ generally/for non-urgent items
• 2️⃣ from the somos webapp
• 3️⃣ from heartbeat
• 4️⃣ for stripe related issues
• 🤔 frequently asked questions