Support PRONOTE-
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 "red periods" (such as the start of the academic year), please follow the instructions below to contact the support service.
- All your requests must be initiated using a single form accessible via the button Assistance in the software. This will give the technician immediate access to information about your configuration and, if you authorize it, direct and temporary access to your database, with your rights or those of the user concerned.
- A ticket number will be systematically associated with your request and ensure efficient follow even if you contact the support service several times for the same problem.
- 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.
As a user, you can also help us to help you!
- First check the Knowledge base to see if the answer to your question is there. We are working to improve the search engine. Searching via the table of contents and consulting the user manuals is often effective.
- 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, if applicable - to verify this, hover your mouse over the corresponding icon;
- a precise description of the problem encountered, including any error message displayed;
- operations already undertaken to solve the problem, if any.
- Feel free to leave a word of encouragement or thank the person who helped you!
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