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How to get help (and what to include)

Summary

Help with Safe Pathways comes in three layers: this knowledge base, the help built into the app, and a real person when you need one. This article shows you where each layer lives, and what to include when you contact support so the first reply is the fix.

Who this is for

  • Volunteers
  • Church Administrators

Before you start

Most questions are answered fastest right here. The knowledge base covers logging in, training, references, screening, policies, and the admin tools, and the help buttons inside the app link straight to it, often to the exact article for the screen you are on.

Steps to get help

1. Search the knowledge base

Go to support.safepathways.com and search the words you see on screen. Searching “Pending” or “certificate” or “video won’t play” lands you on the right article faster than describing the problem from scratch.

2. Use the help inside the app

Volunteers: select Help in your left menu.

Admins: select Help & Support, and watch for the Help button at the top right of many admin pages, which opens the article for that exact screen.

3. Volunteers: ask your church administrator first

Anything about your account or assignments (a wrong email address, a missing pathway, a screening status that has not moved) is managed by your church, and your administrator can usually fix it on the spot. Safe Pathways support cannot change your church’s decisions about who serves where.

4. Contact Safe Pathways support

When the knowledge base and your church have not solved it, email Safe Pathways support at admin [at] safepathways.com A person reads it, not a robot.

5. Include the details that speed everything up

Make sure your message includes:

  • Your name and your church’s name
  • The page you were on (its name, or the address from your browser bar)
  • What you expected to happen, and what actually happened
  • The exact text of any error message
  • A screenshot, if you can take one
  • Your device and browser, if the problem looks visual

What happens next

Support replies by email. With the details above, the first reply is usually the fix rather than a request for more information. Admins handling something thornier, from outages to billing, should read Support escalation guide for admins.

Troubleshooting

I don’t know what to search for

  • Search the exact words on your screen: the button label, the status, the error text.
  • Browse by category instead; the knowledge base groups articles by Volunteers, Getting started, Integrations, and Troubleshooting.

There’s no Help button on the page I’m on

  • Use Help & Support in the admin menu, or Help in the volunteer menu. Both bring you to the knowledge base.

My issue is urgent and involves the safety of a child or vulnerable adult

  • That is not a software ticket. Follow your church’s safeguarding policy and reporting obligations first; the platform can wait.

Notes

  • Knowledge base first: it is the fastest answer for most questions.
  • In-app help buttons land on the right article for your screen.
  • Volunteers: account and assignment questions belong to your church administrator.
  • When contacting support, “expected vs actual” plus the exact error text is the golden combination.
  • Safeguarding concerns follow your church’s policy, never a support queue.

Last reviewed

June 11, 2026