If you experience an issue or have a question that cannot be resolved using our help articles, you can contact the BridgeU Support team via Live Chat or by emailing hi@bridge-u.com.
Before reaching out, we recommend searching the Help Centre, which contains detailed articles covering most features and common questions within the platform. You can access the Help Centre by clicking the Help Centre button in the bottom-left corner of your screen when logged into the BridgeU platform or using this link .
How to Contact Support and Support Availability
Our Support team is available 24 hours a day, Monday to Friday (24/5 support) to assist you with any platform-related queries or issues.
When you contact support through Live Chat or email, your query may first be handled by Fin, our automated support assistant. Fin can quickly provide answers to common questions and help guide you to relevant help articles.
If your issue is urgent or cannot be resolved by Fin, please ask Fin to connect you with a Support agent. One of our Product Support Specialists will then assist you further.
How to Contact Support via Live Chat
To connect with our Support team through Live Chat:
Log in to your BridgeU account.
Click the chat icon located in the bottom-right corner of the platform.
A support window will open where you can search for help articles or send us a message.
Click on "Send us a message" type your query in the chat box to begin the conversation.
Your query may first be answered by Fin, our automated support assistant.
If you need further help, you can ask Fin to connect you to a Support agent, and a Product Support Specialist will assist you.
Contacting BridgeU Support (Issue or Bug Reporting)
When reaching out to BridgeU Support via Live Chat or email (hi@bridge-u.com), please include as much detail as possible. This helps the team investigate and resolve your issue more quickly, especially for time-sensitive cases or potential bugs.
Helpful information to include:
Screenshots, a short screen recording, and/or exact error messages received
Student’s full name, email address, or Common App ID (if applicable)
Clear steps to reproduce the issue (for bugs)
Device type (e.g., laptop, tablet)
Browser type and version (e.g., Chrome, Safari, Edge)
Operating system (e.g., macOS, Windows)
Any additional relevant details
Providing complete information ensures faster and more efficient troubleshooting by the support team.
You can also ask our BridgeU Community, a space exclusively for our BridgeU counsellors to ask questions, share insights, provide feedback and get help not just from BridgeU, but directly from other BridgeU counsellors.
We look forward to hearing from you, we are here to help!