To help us resolve your query as quickly as possible, please include as much information as you can when submitting a support request.
For the fastest response, please send all support requests to coachsupport@thrivepartners.co.uk.
This mailbox is monitored by the Customer Success team and ensures your request reaches the right people as quickly as possible.
The more detail you provide, the quicker we can investigate and respond.
What to include
Please provide:
A clear description of the issue or question
The name and email address of the client, if your request relates to a client
The date and time the issue occurred
What you were trying to do
What happened instead
The exact error message, if there was one
The steps you took before the issue occurred
The browser and device you are using, if the issue is technical
Screenshots or a short screen recording whenever possible
Screenshots and screen recordings
Screenshots and screen recordings are one of the most valuable pieces of information you can provide.
For technical issues or suspected system bugs, they help us:
Understand exactly what you are seeing
Reproduce the issue
Provide clear evidence to our Product team when a bug needs to be investigated
Without evidence, it can be difficult to verify the issue or identify what caused it, which may delay a resolution.
Before contacting support
Please check whether the answer is already available in:
The Coach Knowledge Base
Previous coach communications
Platform announcements
Example of a good support request
"I am unable to book a session for Jane Smith (jane.smith@email.com). When I select a time and click Confirm, I receive the message 'Client is not eligible to book'. This happened today at 10:15am using Chrome on a MacBook. I have attached a screen recording showing the issue."
Examples of requests that are difficult to investigate
"It's not working."
"The platform is broken."
"Can someone help?"
One issue per request
If you have multiple unrelated questions or issues, please submit them as separate requests. This helps us track, prioritise and resolve each issue more efficiently.
Response times
Our team will review your request as soon as possible. Requests that include complete information and supporting evidence can usually be resolved much faster than those that require us to gather additional details.
Thank you for helping us provide a faster and smoother support experience for everyone.