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Support escalation guide for admins

Summary

As the admin, you are the first line of support for your volunteers, and Safe Pathways is yours. This guide draws the line between what to handle yourself, what to send to us, and exactly what to put in the message so one email gets it solved.

Who this is for

  • Church Administrators
  • Account Owners

What you’ll need

Make sure you have:

  • Your church name and the affected volunteer’s name (never their password)
  • The page involved and any error text
  • A screenshot where possible

Before you start

A rule of thumb that holds up well: if the question is about your church’s data or decisions, the answer is in your own dashboard; if the platform itself is misbehaving, that is ours. The fastest path is knowing which is which before you write.

Steps to escalate well

1. Self-serve the church-side list

These are yours, and faster done than asked:

  • A volunteer’s wrong email, missing pathway, or stuck status: fix it from their profile or the relevant page.
  • A volunteer who never got their invitation: confirm the email on file and resend by reassigning, after they check spam.
  • Reference emails not arriving: check your reference questions exist, then resend from the references dialog.
  • Permission questions: review clearance levels on the Administrators tab.
  • Renewal and reminder behaviour: check the Notifications and Screening Rules tabs.

2. Check the knowledge base for the exact screen

Each major page has an article, and the Help button at the top of admin pages opens the right one. The Troubleshooting category collects the common failures.

3. Send the platform-side list to support

These are ours, and you should not burn an evening on them:

  • Errors that persist after a refresh and a second browser
  • Anything that looks like wrong data you did not change
  • Integration failures that pass the connection test but misbehave anyway
  • Billing and invoice questions
  • Account-level changes with no button, like transferring a volunteer between churches or correcting a finalized Watch Party

4. Write the message once, completely

Include all of this in your first email:

  • Your church name
  • The page where it happened (name or address)
  • What you expected, and what actually happened
  • The exact error text, word for word
  • A screenshot
  • When it happened, and whether it happens every time
  • The affected volunteer’s name, if one is involved

5. One issue per message

Three problems in one email become one long thread; three short emails become three closed tickets.

What happens next

A person reads your message and replies by email. Complete first messages routinely get fixed in a single round trip; vague ones spend that round trip asking what you saw. If something is urgent because Sunday is coming, say so plainly in the first line, and remember that a safeguarding concern about a person follows your church’s safeguarding policy, never a support queue.

Troubleshooting

I reported something and have not heard back

  • Check your spam folder for the reply.
  • Reply to your original message rather than starting a new thread, so the history stays together.

I’m not sure whether it’s church-side or platform-side

  • Send it with the full detail list anyway. Worst case, the reply points you at the right tab with steps.

A volunteer keeps coming to me with the same problem

Notes

  • Church data and decisions: handle in your dashboard. Platform behaviour: send to support.
  • The golden details: church name, page, expected vs actual, exact error text, screenshot.
  • One issue per message, urgency stated in the first line.
  • Never send passwords, and never ask volunteers for theirs.
  • Safeguarding concerns follow your policy, not a ticket.

Last reviewed

June 11, 2026