We are here to help.
Most answers are in the Help Center. If yours is not, write to us and a person will reply.
- Help CenterSearch every answer, by topic.
- Write to usQuestions, payments, privacy, complaints.
- Check the serviceA live check, from your browser.
- Refund policyWhen a refund applies, and how long it takes.
- Report a security problemHow to tell us responsibly.
- Make a complaintWhat happens next, and how to escalate.
What to include
- The page address and what you were doing.
- What you expected and what happened.
- Your device and browser.
- A screenshot, if you can.
- For payments: the payment reference.
What to expect
A small team reads every message. We aim to reply within a few working days and look at payment problems first. We do not offer phone or chat support today, and we do not promise a fixed response time.
Write to supportCommon questions
How do I get support?
Use the contact page and choose the topic that fits. Include what you were doing, the device and browser, and a screenshot if you can. That lets us help in one reply.
How fast will you reply?
We aim to reply within a few working days. This is a small team, not a call centre, and we do not promise a fixed response time. Payment problems are looked at first.
Do you offer phone or chat support?
Not at the moment. Support is by the contact form so that every case is written down and nothing gets lost.
What should I include in a bug report?
The page address, what you expected, what happened, your device and browser, and the steps to repeat it. A screenshot helps a lot.
What if I was charged but my term did not start?
Choose the topic A payment or refund, and include the payment reference from your receipt or bank message. Keep the reference safe. We will check it against the payment record.
How do I ask for a refund?
The refund policy lists when a refund applies and how long it takes. Write through the contact page with your payment reference and we will respond with a decision and the reason.
How do I delete my account and data?
Open Settings and use Delete my profile and data. It removes what NextPrep keeps on this device. For anything we hold elsewhere, such as a newsletter address, write to us and we will remove it.
What if I find a security problem?
Please use the contact page with the topic A security concern, and read the security page first for how to report it responsibly.
How do I make a complaint?
Choose A complaint or grievance on the contact page. The grievance page explains what happens next and how to escalate.
Can you help me choose a plan?
We can explain what each term includes, but we cannot tell you how many weeks you will need. The recommendation on the welcome screen and the study plans give a sensible starting point.