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 .
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.
Asking about an Issue
When submitting a request to hi@bridge-u.com or through Live Chat, please include as much information as possible. Providing detailed information helps our team investigate and resolve your issue more quickly, especially for time-sensitive cases.
Helpful information to include:
Screenshots/exact error messages received
Student's full names, email addresses or Common App IDs
Reporting a Bug
If you believe you have identified a bug within the platform, please report it by contacting our support team and including as much detail as possible.
Useful information for bug reports includes:
The error message you received
Steps to reproduce the issue
Device type (e.g., laptop, tablet)
Browser type (e.g., Chrome, Safari, Edge)
Browser version
Operating system (e.g., macOS, Windows)
Any additional information or screenshots
Providing these details helps our team investigate the issue more efficiently.
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!