Contacting support
Updated Oct 9, 2026
Studio owners and staff
Open Support in the studio sidebar and click New ticket. You will provide:
Subject — a short description of the issue.
Category — billing, technical, scheduling, feature request, or other. Picking the right one routes your ticket to the right person faster.
Priority — how urgent this is for your studio.
Description — what happened, what you expected, and any steps to reproduce it. Screenshots of error messages help enormously.
Replies land in the ticket thread and you are notified by email. You can see all your open and resolved tickets on the Support page.
Families
If you are a family member, your studio is your first stop — they manage your schedule, billing, and documents. Use Messages in the family portal, or reply to any email your studio has sent you. The studio can escalate to Encore support on your behalf if something in the platform itself is misbehaving.
Teachers
Teachers should raise issues with their studio owner, who can file a support ticket if needed.
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Open a support ticket (studio owners)Families and students: reach out to your studio directly — their contact is in your portal.