--- title: How to get help (and what to include) description: "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." --- [Skip to content](https://support.safepathways.com/how-to-get-help#main-content) - [English - Canada](https://support.safepathways.com/how-to-get-help) - [Français - Canada](https://support.safepathways.com/fr-ca/comment-obtenir-de-l-aide-et-quoi-inclure) English - Canada Show submenu for translations [![SP FULL burgundy dark@2x](https://support.safepathways.com/hs-fs/hubfs/SP%20FULL%20burgundy%20dark@2x.png?width=300&height=43&name=SP%20FULL%20burgundy%20dark@2x.png)](https://support.safepathways.com/?hsLang=en-ca) Open main navigation Close main navigation - - [English - Canada](https://support.safepathways.com/how-to-get-help) - [Français - Canada](https://support.safepathways.com/fr-ca/comment-obtenir-de-l-aide-et-quoi-inclure) English - Canada Show submenu for translations - [Contact us](https://share-na3.hsforms.com/2lmqAuSvyQGGdFj68TmxyCA5nwj9k) [Contact us](https://share-na3.hsforms.com/2lmqAuSvyQGGdFj68TmxyCA5nwj9k) How can we help? - There are no suggestions because the search field is empty. 1. [Safe Pathways Knowledge Base](https://support.safepathways.com/?hsLang=en-ca) 2. [About Safe Pathways](https://support.safepathways.com/about-safe-pathways?hsLang=en-ca) July 30, 2026 # How to get help (and what to include) ## The three layers of help, and the details that get your question answered in one reply. ### **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: ask your church administrator first, or use the support address below.  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@safepathways.com](mailto:admin@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](https://support.safepathways.com/support-escalation-guide-for-admins?hsLang=en-ca). ### **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. - [For Volunteers](https://support.safepathways.com/for-volunteers?hsLang=en-ca#main-content) - [Getting started](https://support.safepathways.com/for-volunteers?hsLang=en-ca#getting-started) - [Your training](https://support.safepathways.com/for-volunteers?hsLang=en-ca#your-training) - [Policies and references](https://support.safepathways.com/for-volunteers?hsLang=en-ca#policies-and-references) - [Your screening status](https://support.safepathways.com/for-volunteers?hsLang=en-ca#your-screening-status) - [Trouble signing in](https://support.safepathways.com/for-volunteers?hsLang=en-ca#trouble-signing-in) - [For Church Administrators](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#main-content) - [Set up your church](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#set-up-your-church) - [Connect your systems](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#connect-your-systems) - [Add and manage people](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#add-and-manage-people) - [Screening and Police Checks](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#screening-and-police-checks) - [Policies](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#policies) - [Audit Report](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#audit-report) - [Billing and account](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#billing-and-account) - [Help and troubleshooting](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#help-and-troubleshooting) - [Watch Party](https://support.safepathways.com/for-church-administrators?hsLang=en-ca#watch-party) - [About Safe Pathways](https://support.safepathways.com/about-safe-pathways?hsLang=en-ca) - [FAQs](https://support.safepathways.com/faqs?hsLang=en-ca) [![SP FULL all white@2x](https://support.safepathways.com/hs-fs/hubfs/SP%20FULL%20all%20white@2x.png?width=300&height=43&name=SP%20FULL%20all%20white@2x.png "SP FULL all white@2x")](https://safepathways.com/) Protection You Can Prove™ © 2026 Safe Pathways Canada Inc. 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