This page explains the best way to reach the right team at Get On, what information to include when you contact us, and what you can expect after you send a request. It is designed to help learners, organisation admins, and customers get to the right answer quickly.
Email is the primary support channel for Get On. Using the right mailbox helps us route your question faster and makes it easier to verify account or organisation details when that is needed.
If you are unsure where to start, contact support@sheilds.app and we will redirect the request internally when appropriate.
Contact us if you cannot access your account, if a magic link is not arriving, if you believe your sign-in email is wrong, or if you think somebody may have gained unauthorised access to your account.
For account-security reasons, we may ask you to confirm ownership of the affected account before we make sensitive changes or share account-specific details.
We can help with subscription questions, organisation seat purchases, payment-method issues, invoice queries, renewal timing, and cancellation or downgrade questions related to your plan.
If your request is about an organisation-managed workspace, please include the organisation name and, where possible, the name or email of the relevant billing admin so we can route the request correctly.
If you need help with certificates, missing completions, verification links, course access, or questions about a learning record, include the course name, learner name, organisation name if relevant, and any certificate or enrolment reference you can see.
The more context you include at the start, the faster we can check what happened and explain whether the issue is related to completion rules, assessment status, or a verification condition.
Organisation admins can contact us for help with member access, seat allocation, invitations, workspace setup, billing ownership, or questions about how training and certificates are presented to their teams.
Where a request affects multiple learners, it helps to include a short list of the impacted users and the specific workspace or team involved.
To help us resolve your issue quickly, include the email address linked to the account, a short summary of the problem, what you expected to happen, and what actually happened instead.
Screenshots, error messages, course names, invoice references, and the approximate time an issue happened can all be useful. Please avoid sending sensitive payment details or unnecessary personal data in plain email.
Our typical target is to respond within two business days, although complex technical, billing, privacy, or certificate-verification issues may take longer if they require investigation or coordination with a third-party provider.
Support availability is generally Monday to Friday during stated business hours, excluding public holidays and exceptional operational downtime.
Summary. If your message contains enough context from the start, we can usually route and resolve it much faster.
Use privacy@sheilds.app for data rights, deletion, or privacy questions. Use legal@sheilds.app for legal-document queries, contractual matters, or questions about the rules that govern the service.
If your request concerns account deletion, retained records, or how personal data is handled, include the email address tied to the relevant account so we can verify the request safely.
Get On support is not an emergency response service. If there is an immediate risk to health, safety, or life, contact your local emergency services or follow your organisation's internal escalation procedure first.
If the issue relates to platform content, access, certification, or training records after the immediate risk has been handled, you can then contact us and we will investigate the service-related aspect.
Summary. Do not rely on product support as a substitute for emergency or workplace incident response.
For general product support contact support@sheilds.app. For privacy matters contact privacy@sheilds.app. For legal questions contact legal@sheilds.app.