Help / Support
How to get support in Kimshi Simple
Kimshi Simple offers several ways to get help depending on what you need. This guide explains each support channel — the in-product Help Assistant for quick questions, Support Access for onboarding assistance, and direct contact for account-specific issues.
Which support channel should I use?
- Quick how-to questions — use the Help Assistant inside the admin dashboard
- Initial setup and configuration help — use Support Access if it is included in your plan (Admin → Support)
- Account issues, billing disputes, or technical problems — contact the Kimshi Simple team directly via the Contact page
- Sign-in, MFA, or access problems — start with the sign-in help guide
The Help Assistant
The Help Assistant is an in-product tool available in the admin dashboard. It answers contextual how-to questions about using Kimshi Simple features — sessions, billing, memberships, site setup, and more.
- Open your admin dashboard.
- Find the help or chat icon (usually in the navigation bar or at the bottom of the screen).
- Type your question. The assistant responds with guidance relevant to the feature you are asking about.
The Help Assistant is best for general how-to questions. For account-specific issues — such as a missing payment, an incorrect billing charge, or an access problem — contact the Kimshi Simple team directly.
Submitting a support request
The main support route is a structured request form in Admin → Support.
- Go to Admin → Support.
- Select the topics that apply to your situation — for example: site setup and launch, schedule and sessions, bookings and forms, payments, or domain setup.
- Add notes for each topic explaining where you are and what you need help with. The more context you give, the faster the team can help.
- Submit the request. It is sent directly to the Kimshi Simple team.
- After submitting, you will be offered the option to grant Support Access — a temporary, revocable permission that lets the Kimshi Simple team work directly inside your tenant to resolve the request. You can leave this off and manage it later from your Security settings.
Support Access grants admin-equivalent access to the platform team only for the duration you allow. You control when it is on and when it is revoked.
Contacting Kimshi Simple directly
For account-specific issues that cannot be resolved through the Help Assistant, contact the Kimshi Simple team:
- Use the Contact page for general enquiries.
- For account access problems — MFA resets, locked accounts, billing issues — email support directly from the Contact page and include your account email address and a description of the issue.
If you cannot sign in at all, start with the sign-in and MFA guide before contacting support. It covers the most common access issues including phone changes and authenticator app resets.
Common questions
What is the difference between a support request and Support Access?
A support request is the structured form you fill in at Admin → Support — you select topics and describe what you need, and the Kimshi Simple team responds. Support Access is a separate, optional permission you can grant after submitting a request, which lets the team work directly inside your tenant account to help resolve it.
Can I revoke Support Access once granted?
Yes. Support Access can be turned off at any time from your Security settings or from within the Support page.
What plan do I need to submit a support request?
Support requests are available to subscribed accounts. The topics available to you depend on your plan tier. Check Admin → Support to see the options available on your current plan.
I cannot sign in — where do I start?
Go to the sign-in and MFA guide. It covers setting up MFA, recovering access after changing phones, and what to do if you are locked out.
How quickly does the support team respond?
Response times depend on your plan tier. Higher-tier plans include faster support response as part of their offering.
Need help right now?
Open your admin dashboard and use the Help Assistant for instant guidance, or check Admin → Support to see if your plan includes a Support Access session.