Brightwheel is here to help! The Help Center, like this article, is always the best place to find up to date information and instructions on brightwheel features and functionality.

Table of Contents

Help Center

Our Help Center is an up-to-date knowledge base with our latest features and releases. The entire knowledge base is searchable and is the quickest way to find information about how our tool works. The Help Center can be accessed through a web browser at help.mybrightwheel.com, or by tapping Help from the main menu in the brightwheel mobile app and choosing Help Center.

Live Chat for Administrators

Administrators at programs that use brightwheel Premium have access Live Chat support. Live Chat is available Monday-Friday from 7am-4pm Mountain Time, or 9am - 6pm Eastern Time. Administrators can easily access Live Chat during these times right from their brightwheel accounts on the app or on the web.

Live Chat via App

Quickly connect with a Support specialist, right through the brightwheel app!

  1. Tap the Menu icon in the top left corner

  2. Select "Help"

  3. Tap "Send Message to Customer Service"

  4. Create a message to start a Live Chat, or to send your message to the brightwheel Support team if outside Live Chat hours.

Live Chat via Web

Live chat offers speedy access to our Support specialists, right from your brightwheel account!

  1. While logged into your account, click the the blue message bubble at the lower-right of the screen.

  2. Create a message to start a Live Chat, or to send your message to the brightwheel Support team if outside Live Chat hours.

Phone Support for Administrators

Need to talk in-person with a member of our Support team? Premium administrators are eligible for phone support with our team of specialists - no need to wait on hold! We offer phone appointments for administrators to choose a convenient time to speak with a Support specialist. To schedule a call:

  1. Email or chat in to our Support team. Make sure to let us know what the need or question is, so that we can be sure to connect each administrator with the right team of experts.

  2. We'll send a scheduling link that administrators can use to book a call at a convenient time that works for their schedule & time zone.

  3. A Support specialist will call at the scheduled time to work through questions together.

Please note: while we do offer phone support for administrators at brightwheel Premium programs, we are not able to provide phone support for parents or administrators using our free platform at this time.

Contact Support via Email

Administrators and staff can also reach the Support team at support@mybrightwheel.com; and parents can reach the Support team at help@mybrightwheel.com.

When emailing Support, we recommend sharing a detailed description of the question or issue, including screenshots, videos, error messages, or names and emails of impacted parents, students, staff, or administrators.

Support for Families

We know that making sure that parents, family members, and other student contacts are able to use brightwheel successfully is key, and our Support team is here to help.

Send us a Message through the App

Parents and contacts who have downloaded brightwheel's mobile app can send a message to the Support team right from the app.

  1. Log into the brightwheel app

  2. Tap the Menu icon in the top left corner

  3. Tap Help

  4. Tap Report an Issue
    A new email draft to our Support team will be created, and details about the question or issue can be added to the email before sending.

Send us a Message on the Web

  1. Log into brightwheel on the web

  2. Click Help from the purple menu

  3. Click the blue message bubble in the lower right corner

  4. Click Send us a message, and follow the prompts to share the details of your question

Email our Support Team

Families can reach our Support team via email at help@mybrightwheel.com. We recommend reaching out from the email address associated with your brightwheel account, and including a description of the question or issue you're experiencing.

Did this answer your question?