Support Support PRONOTE Campus

  • How can I ensure that my request for assistance is handled more efficiently?

In order to ensure that your requests are processed quickly - especially during periods of high activity (start of the academic year, etc.) - please follow the instructions below to contact the support service.

Before contacting the support service: check the knowledge base

As a user, you can also help us to help you! First, search the knowledge base to see if the answer to your question is there. We are working on improving the search engine. Feel free to search via the table of contents. Often, the solution can be found there.

Submit a request: a single form

All your requests must be initiated using a single form accessible via the button Assistance in the software.

This allows:

  • this will give the technician immediate access to information about your configuration
  • and, if you authorize it, it will be able to directly and temporarily access your database with your rights or those of the user concerned. They will respond to you directly, keeping the discussion thread. Access to the base is restricted to authorized Index Education personnel and is automatically revoked upon expiration, or at any time via the command Revoke temporary access.

A ticket number will be systematically associated with your request. This will enable us to track your case effectively, even if you contact support multiple times for the same issue.

The technician in charge of your request will reply by e-mail or telephone, depending on the nature of the request. Nothing has changed: as has been the case for over 30 years, the goal will be to resolve your problem as quickly as possible.


If you cannot access the software

An in-depth form is available on our website. Have a recent invoice ready to provide you with all the information you need to identify yourself.

Information to be provided in your request

In the support request form, please provide as many details as possible so that the technician handling your request can understand the problem and reproduce it:

    • the concerned resources: with at least the surname, first name, and resource category (teacher? student? class? etc.),
    • the corresponding interface (Client PRONOTE Campus? Webspaces? Mobile application?)
    • the name of the concerned display, giving the name of the module, tab, and display. To verify the latter, right-click on the tab in question to view the name of the corresponding icon.
    • a detailed description of the problem encountered, if applicable, including any error messages displayed,
    • any steps already taken to resolve the issue, if applicable.

      .

    Important to add a screenshot to the form:

    • take the screenshot BEFORE opening the support window, otherwise the box Attach a screenshot will remain shadowed and the screenshot cannot be added,
    • use the shortcut Ctrl + C, then Ctrl + V to copy the image,
    • tick the box Attach a screenshot to paste it into the form.
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