Pop Hasta Labs Logo
Customer Support

Fast, friendly help — right inside the app

Sign in and go to Settings → Support to raise a ticket. Use the guides below for quick fixes, and check live status anytime.

Open app Browse guides System status

Wellbeing tools offer general guidance only and do not replace professional care. In an emergency, contact local services.

Support at a glance

  1. 1) Search & self‑serve
    Use the guides below or the FAQ page to solve common issues fast.
  2. 2) Open in‑app ticket
    Sign in → Settings → Support. Add details & attachments.
  3. 3) Triage & response
    We prioritise by impact and share next steps and ETA.
  4. 4) Resolve & review
    We close the loop with a summary and prevention tips.
System status
All systems operational View history
Contact
Hours (UK)
Mon–Fri, 09:00–18:00 (Europe/London). Critical incidents are monitored out of hours.

Step‑by‑step guides

Create your account

Sign up, verify email, and set your first preferences in under two minutes.

  1. Click Sign Up and verify your email.
  2. Choose a display name and time zone.
  3. Opt into tips & privacy reminders (optional).

Set up parental controls

Enable a family space, age mode, and a parental PIN.

Screenshot showing age mode and parental PIN setup
  1. Settings → Family → Enable Family Space.
  2. Select age mode (Child, Teen, Adult) and set a Parental PIN.
  3. Configure topic filters and quiet hours.

Teacher dashboard 101

Create classes, invite students, and review progress snapshots.

  1. Settings → Classroom → Create Class.
  2. Share invite link with students (auto‑join, no email for under‑13s).
  3. Open Progress for snapshot trends and quiz results.

Enterprise setup: SSO & roles

Connect SSO/SAML, sync users, and assign RBAC policies.

  1. Settings → Organisation → Identity → connect your provider.
  2. Enable SCIM to auto‑provision users and groups.
  3. Assign roles (Admin, Teacher, Guardian, Member) and permissions.

Export or delete your data

Self‑serve tools plus GDPR/UK GDPR request flow.

  1. Settings → Privacy & Data → Export (JSON or CSV).
  2. To delete, start a Deletion Request and confirm via email.
  3. For formal requests, email privacy@pophastalabs.com.

Billing & invoices

Monthly plans only. Download invoices and update payment details.

  1. Settings → Billing → Invoices to download PDFs.
  2. Update card or bank details under Payment Methods.
  3. Education pricing? Contact us for site licences.

Collect diagnostics

Attach helpful context to speed up resolution. Paste the bundle into your in‑app ticket (Settings → Support).

  • Screenshot of the issue and the time it happened.
  • Device & browser version, and steps to reproduce.
  • Error codes or Request ID if shown.

Raise a ticket from Settings

Tickets are created inside the app to keep your data private and your context intact.

  1. Sign in to the app.
  2. Go to Settings → Support.
  3. Choose an Issue type and Severity.
  4. Add details, screenshots, or the diagnostics bundle.
  5. Submit. You’ll see your ticket ID instantly.

Locked out? Email support@pophastalabs.com.

Response targets (SLAs)

  • Sev 1 — Critical
    Service down or widespread outage. Target: initial response within 1 hour; updates every 2 hours until resolved.
  • Sev 2 — High
    Major feature broken or security concern. Target: response within 4 business hours.
  • Sev 3 — Normal
    General questions or minor issues. Target: response within 1 business day.
Business hours: Mon–Fri, 09:00–18:00 (Europe/London). Critical incidents are monitored out of hours.

Escalation policy

  1. Assigned support engineer triages and replies.
  2. Escalate to on‑call specialist if blocked or Sev 1.
  3. Incident manager coordinates updates until closure.

Data & privacy requests

Use in‑app tools for export/deletion or email privacy@pophastalabs.com for formal GDPR/UK GDPR requests.

Accessibility support

If you need content in an alternative format or extended time to respond, tell us in your ticket—we’ll accommodate.

We’re here to help—open Settings → Support

Start with the guides above. When you’re ready, raise a ticket from inside the app.

Open app View FAQs
Clear, step‑by‑step instructions
Safe‑by‑design for young users
Enterprise governance for teams & schools