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User Guide  /  Seeking Help / Support

Seeking Help and Support

Even with the simplest tools, questions come up. This page covers where to look first, who to ask, and how to report a problem so it gets fixed quickly.

The fastest help: this guide

If something isn't behaving the way you expected, start here:

  1. Open the Docs page (you're reading it now).
  2. Use your browser's search (Ctrl+F or Cmd+F) to look for keywords related to your question.
  3. Scan the FAQ section — most everyday questions are answered there.

Asking a person

When the docs don't cover your situation, here's the order to try:

  1. Your ministry leader — for anything specific to your ministry's serving rhythm or roster.
  2. Your campus admin — for permissions, member-type changes, or campus-wide questions.
  3. The church office — for account problems (login, password resets) or directory updates.
  4. Your super admin — for technical errors that look like the system itself is broken.

Reporting a problem

When something seems broken, the more context you provide, the faster it gets fixed.

A good report includes:

  • What you were doing — "I clicked Save on a new schedule slot."
  • What you expected — "It should have appeared on the grid."
  • What actually happened — "I saw an error message saying 'Save failed.'"
  • The exact error message — copy and paste, or screenshot.
  • The page URL — copy from the address bar.
  • Your browser and device — "Chrome on iPhone" or "Edge on Windows laptop."

📷 Screenshot: An example bug report message with all the elements above filled in.

Common issues and quick fixes

"I can't log in."

  • Confirm you're using the email or mobile number that's on file with the church.
  • Try the Forgot password? link on the login page.
  • If you're a brand-new member, contact your campus admin to have your account set up.

"I don't see the Schedule Editor for my ministry."

  • Confirm with an admin that you're marked as a leader of that ministry in ChurchCRM.
  • Log out and log back in to refresh your session.

"A volunteer says they didn't get notified."

  • Check their notification preferences on their profile (email, SMS, both, or none).
  • Confirm their email and phone in the directory are current.
  • Reminders go out 48 hours before by default — last-minute changes may not trigger one.

"The calendar is blank."

  • Check the campus selector at the top of the page.
  • Toggle the filter chips above the grid; they may be filtering out everything.

"I made a mistake and saved it."

  • Most actions in the portal are reversible. Open the item again and edit it back, or delete and recreate it.
  • For destructive changes (e.g., a deleted event), contact a super admin — recovery may be possible from a database backup.

Account and login support

For password resets, locked accounts, or "I can't get in at all":

  • Use the Forgot password? link first.
  • If that fails, contact the church office directly. They can verify your identity and trigger a manual reset.
  • Super admins can clear failed-login lockouts and re-issue default passwords.

Feature requests and feedback

Have an idea for a feature, or a workflow that's clunky? The portal is actively maintained, and feedback helps prioritize what gets built next.

  • Mention it in your weekly leaders' meeting.
  • Email your campus admin with a short description of the workflow you wish existed.
  • For technical or developer-facing requests, your super admin can log issues directly with the development team.

What to expect

  • Most "how do I…" questions are answered by the docs in under two minutes.
  • Login and account issues are usually resolved within a business day.
  • New feature requests are reviewed monthly by church leadership.
  • Bug reports with good context (screenshot + URL + steps) usually get a fix or workaround within a few days.

Common mistakes to avoid

  • Reporting a problem with just "it's broken". Without context, no one can help.
  • Sharing your password to "let someone help". Always wrong — give them their own login.
  • Waiting until Sunday morning to report a Sunday-morning problem. Test your workflow on Saturday so issues can be caught early.
  • Skipping the docs. Most questions are already answered here. Searching takes ten seconds and saves a back-and-forth.