Connecting with Support to Resolve Urgent Issues

[Kylenichols]

I have tried multiple times now to connect with support regarding an urgent issue impacting our custom mobile app. I find the lack of ability to email support and receive a ticket number frustrating. We have been given a very short timeline by the Google Play Store to have our issue resolved and, as we understand, are unable to make the necessary changes on our end. How can we resolve this issue? Can we have an email address (as there was one with SchoolMessenger) to connect with the support team?

[ErinR]

If you are a technical contact for that product, you should be able to either create a new case in the Community (and get an immediate case number), or use the chat support feature to speak with an agent.

Folks who are not technical contacts for the product at their district should still be able to access a support page for School Messenger issues from within the Community and submit a case, or use the chat feature there.  I believe if you submit a case here, you may not receive a ticket number....but your technical contacts in the district should be able to see your case in their 'organizations' case list, and it will have a number.

I am a technical contact, so don't have access to the screens for non-tech contacts, but I do have a member of staff I can get some from if you need them.

[deverett]

I submitted support ticket 07706728 on 2/23/24. I haven't heard back yet. One of my district's Custom Mobile App no longer appears on iTunes or the Google Play Store. I do not know why and I have staff, students, and parents screaming.

[CindyOp]

Hi @deverett 

Thank you for contacting the PowerSchool Community.

I apologize for the delay in my response.

I notice that you have been communicating with the agent assigned to your case.

Getting Started with SchoolMessenger Customers

[deverett]

Hi CindyOp, I recently got an email saying that the app had been submitted again to Google Play and the developers are waiting for it to be approved again. I haven't gotten any response about iTunes though. Thanks for checking in.

[deverett]

Hi @CindyOp, the issue still isn't resolved. Can you tell me the process of how the CMA gets updated/renewed? It used to be, before PowerSchool acquired SchoolMessenger, that SchoolMessenger sent the district an invoice annually for the support and use of the CMA. The district also got an invoice from Google to pay for the app being on Google Play Store, and one from iTunes for the same thing.

Now it is like SM no longer handles the app being submitted to Google, they aren't having an issue renewing the app being placed on iTunes.

SM support used to handle everything with the app: from implementation to support, to ensuring the app is updated and visible on Google Play and iTunes. Has this changed? If so, I was never notified about the change. I guarantee most of the districts who pay for the CMA know nothing about a Google Developer account or how to submit the app to Google or iTunes... This all used to be handled by SM support.

[hanselh]

I second this issue.  Since PowerSchool has taken this over trying to get help is nearly impossible.  I am the admin for my school district.  I have made multiple attempts to use the PowerSchool Help website with zero success.I am now on hold for over 25 minutes trying to reach customer support.  This is very aggravating.  My school district counts on this technology to work, and it's been awful lately!

[CindyOp]

Hi @hanselh 

Thank you for reaching out to the PowerSchool Community.

I recommend using Single Sign-On (SSO) to connect to the community. SSO will give you access to our new chat experience and the ability to manage cases. Follow this guide to set up SSO.