Nathan FieldThe quickest way to reach Skool customer service is skool.com/support, once you are logged in. You can also email help@skool.com. But Skool is not the right place for every problem. Refunds go to the group's owner, a declined card goes to your bank, and many account problems have a fix you can do yourself. Here is every real way to contact Skool support, what to put in your message, and what to try first.
To contact Skool support, log in and go to skool.com/support, or email help@skool.com from the email address on your Skool account. Skool's contact page also lists a phone number, +1 310-359-6796. For refunds, or payments made outside Skool, message the group's admins instead. Skool publishes no response time.
Every way to contact Skool support
| Way | Where | Use it for |
|---|---|---|
| Support page | skool.com/support (log in first) | Your account, Skool's own billing, bugs |
| help@skool.com | The same, or when you cannot log in | |
| Phone | +1 310-359-6796 | Listed on skool.com/contact. No help article mentions phone support |
| Group admins | The group's Members tab, then CHAT | Refunds, access, anything inside one group |
| Report button | Three dots menu on a post or profile | Spam, scams and abuse |
The support page, email and phone
The "Contact Support" link at the top of Skool's help centre goes to skool.com/support. Logged out, that page only asks you to log in so Skool can help you faster. Skool's contact page lists help@skool.com, the phone number +1 310-359-6796 and a Los Angeles address. Send email from the address you signed up with: Skool's account security article says you must.
The group's admins
Each group's admins set its payment terms, so a refund, a missing course or a payment you made outside Skool is their call, not Skool's. Open the group's Members tab, filter by Admins, and click CHAT next to a name (Skool's steps). Skool's refund article also points you to the group's own support email. To report spam, use Report to admins on a post, or Report user on a profile to reach Skool's moderation team (report article).
What to put in your message
- Send it from your Skool email, the one you signed up with.
- Name the group and paste its link.
- Say what happened: what you did, what you expected, what you got. Copy any error message word for word and add a screenshot.
- For a charge, give the date, the amount and the group. Your payment history has the receipts.
- Never send your password. Skool says neither it nor any admin will ever ask for it.
- Do not email ID documents. Skool's ID verification article advises against sending ID files or other sensitive details over support email.
Fix these yourself first
Each of these common problems has an answer in Skool's help centre, and some are faster to fix with your bank or the group owner.
| Problem | Try this first | Then ask |
|---|---|---|
| Forgot your password | skool.com/reset-password | Skool support |
| Account hacked | Change password, then Log out everywhere | Skool support, from your sign-up email |
| Cancel a membership | Settings, Communities, SETTINGS, Manage membership | Group admins, if you paid outside Skool |
| Want a refund | Message the group's admins | Skool rarely refunds for owners |
| Charge you do not recognise | Settings, Payment history | Group admins, then Skool support |
| Card declined | Check the card details, then call your bank | Your bank |
| Skool will not load | Another network, restart router, VPN off | Your internet provider |
Billing, cancelling and refunds
To stop paying for a group, click your profile picture, then Settings, Communities, SETTINGS next to the group, then Manage membership (Skool's steps). Skool recommends doing it at least 24 hours before the next charge. Our guide on how to cancel a Skool subscription covers the app and owner plans too. To change your card, go to Settings, then Payment methods.
Cancelling does not refund you. Skool's refund article says to ask the group's admins. If they agree, the money reaches your card in about 7-10 business days.
Password, email and a hacked account
- Forgot your password: go to skool.com/reset-password and click the link Skool emails you (steps).
- Change your email: Settings, Account settings, CHANGE EMAIL.
- Someone got in: change your password, then click LOG OUT EVERYWHERE under Sessions in Account settings.
- Two accounts by mistake: Skool cannot merge them. Pick one and rejoin your groups with it (Skool's article).
A charge on your card
Click your profile picture, then Settings, then Payment history, and click a month to open its receipt. If the charge is not there, read what the P.SKOOL.COM charge on your card is. If your card was declined, Skool says it does not get detailed decline reasons from banks, and its declines article calls contacting the bank "often the quickest way to resolve payment issues". Prepaid cards are not supported. Forgot your VAT ID at checkout? Skool's VAT FAQ says support can add it for future charges, but VAT already charged cannot be reversed.
Skool will not load
For a blank page or ERR_CONNECTION_RESET, Skool's connectivity article says to try another network, restart your router, clear your browser data, turn off any VPN, or switch your DNS to Cloudflare. For a 403 error on one Wi-Fi network only, its 403 article says the network is the cause and Skool support cannot remove the block. The last step is asking your internet provider to whitelist skool.com. Phone problems are in our Skool app guide.
If you own a Skool group
Skool's help centre sends owners to support to fix a wrong Discovery category or language, or to reactivate an archived group so you can reach old invoices. It also says support cannot upload your ID for payouts, re-assign affiliate credit, or remove a review. For advice from other owners, there is Skoolers (skool.com/community), which describes itself as a "Private club for skool owners."
Your members will come to you about failed payments
When a member's card fails, Skool marks them "Declined", retries the charge, and lets you see the retries and retry by hand (Skool's steps). The member gets a prompt to update their card, and Skool's article points them to their bank. The nudge that gets them to act is yours to send. Backpack is a Chrome extension (not made by Skool) with Payment Recovery: when a card fails, it sends the member the messages you wrote. It runs on our servers, so it works with your computer off. It is $9 a month for every Skool community you admin, every feature included. More in our guide to Skool failed payments. Try Backpack free for 7 days.
The short version
For Skool customer service, log in at skool.com/support or email help@skool.com from your account email. Refunds go to the group's admins, a declined card goes to your bank, and Skool's help centre fixes most password, cancelling and loading problems.
FAQ
What is Skool's support email?
Skool's support email is help@skool.com, listed on Skool's contact page. Send it from the email address you used to create your Skool account, because Skool's account security article says you must. If you can log in, skool.com/support is the route Skool's help centre links to. Never put your password in the message.
Does Skool have a phone number?
Yes. Skool's contact page lists +1 310-359-6796, along with help@skool.com and a Los Angeles address. None of the 121 articles in Skool's help centre mentions phone support, though. Every support link in the help centre points to skool.com/support, so use that page or email.
How do I get a refund on Skool?
Ask the group's admins, not Skool. Each group's admins set its payment terms, and cancelling does not refund you. Message them on Skool Chat from the group's Members tab, or use their support email. If they agree, the refund usually reaches your card in about 7-10 business days. Skool rarely refunds on an owner's behalf.
Why does skool.com/support ask me to log in?
Skool's support page asks you to log in so it can help you faster, and it shows nothing else until you do. If you cannot log in, reset your password at skool.com/reset-password first. If that fails too, email help@skool.com from the email address on your Skool account instead.
How do I contact the owner of a Skool group?
Open the group's Members tab, filter the list by Admins, and click CHAT next to a name. Skool's refund article also mentions the group's own support email. The owner, not Skool, handles refunds, access problems and any payment you made to them outside Skool.
How long does Skool support take to reply?
Skool does not say. Its help centre, contact page and support page give no reply time, so we will not guess one. To avoid a back and forth, send everything in one message: your Skool email, the group name and link, what happened, any error text, and a screenshot.