Many common platform issues can be resolved with a few simple troubleshooting steps. Before contacting support, try the following:
Refresh the page.
Log out of your account.
Clear your browser cache and cookies.
Log back in and try again.
These steps often resolve temporary loading, login, display, and performance issues.
Explore the knowledge base
Before contacting support, explore the Greenbeam knowledge base. Many common questions and platform issues can be resolved using the step-by-step guides and help articles available.
The knowledge base includes information on:
Account setup and access
Platform navigation
Assessments and courses
Reporting and data access
User management
Common troubleshooting steps
Frequently encountered errors and resolutions
Using the knowledge base is often the fastest way to find answers and continue working without waiting for support.
If you cannot find a relevant article or your issue remains unresolved, contact the support team for further assistance.
If you still need assistance, you can contact the Greenbeam support team by submitting a support request.
You can raise a ticket through:
The support chatbot available within the platform (see the bottom right corner of any screen)
The Need more info? Contact us link, where available
Information to include in your support request
Providing detailed information helps our team investigate and resolve issues more quickly.
When submitting a request, include:
A clear description of the issue
What you were doing when the issue occurred
Screenshots of the full browser window, including the URL address
The assessment, course, lesson, or page you were using
The email address associated with your account
The organisation or company your account is linked to (if applicable)
What happens next
Once your request is submitted, the support team will review the information provided and respond with the next steps or a resolution.
Providing complete and accurate information upfront helps reduce delays and allows the team to assist you more efficiently.