Knowledge Base - Article Details

If you need help with an issue, you can submit a support request through the Companion app or the Help Center.

Before submitting a support request, Companion also provides the AI Assistant, which can provide quick answers, troubleshooting tips, and help with Companion-related issues

Submit a Support Request in Companion

Step 1: Log In and Open the Apps Page

Open the Companion app and make sure you are signed in as an active student. From the Companion homepage, select the Apps icon from the bottom navigation bar.

  

Step 2: Open the Ticket App

On the Apps page, find and select the Ticket card.

A message will appear with information about other support options, including the AI Assistant.

If you want to use the AI Assistant, select AI Assistant. To submit a support request, select Continue with Ticket.

Step 3: Select Support Request option

On the Ticket page, you can track tickets in progress, view closed tickets, or submit a new support request.

Select Submit a New Request to continue.

Step 4: Provide Details and Submit Your Support Request

Select the Main Topic that best matches your situation. If none of the listed topics apply, select Other. Provide as many details as possible so the Support team can better understand and assist you. Include:

  • Course name or feature: Provide the name of the course, app, feature, or service you are having trouble with.

  • Error message: Include the exact message, phrase, or error you see, if applicable.

  • What you were trying to do: Explain what you were trying to accomplish when the issue occurred.

  • Steps followed: Describe the steps you took before the issue appeared. 

  • Screenshots or attachments(optional): Attach screenshots or other relevant files that may help Support understand the issue.

Select your preferred contact method, review the information you provided, and then select Submit to send your support request.

 

Important: After submitting your support request, pay close attention to your email and phone, as a support representative may contact you shortly after your request is submitted. Be sure to check your BYU-Pathway email for updates or responses.

 

  1. Submit a Support Request Through the Help Center

     

    VIDEO TUTORIAL
    Submitting a Support Request

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  3. Step 1: Go to the Help Center and click Sign in on the right side of the top menu.

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  1. Step 2: Sign in using your BYU-Pathway email for the Microsoft login, and then your Church account username and password. Use login@byupathway.edu if you cannot remember your BYU-Pathway email.  

 

Step 3: Click the +Submit a New Request button located at the bottom of the My Support Requests tile.   


  1. Step 4: Fill out the form by providing: 

  • Title: A description of your issue. Please be specific. 

  • Topic: Select the category that best fits your issue (e.g., "Canvas – Login Issue", "Finance – Payment Issue"). This is critical for your request to be handled as quickly as possible. 

  • Preferred Contact Method: Choose how you'd like to be contacted (Email, Phone, or WhatsApp). 

  • Description: Provide a detailed explanation of the issue you're experiencing. Describe the system you are using, the error that is happening, and the device you are using. 

  • Attachments: Attach any relevant files or screenshots. The more detailed you are, the quicker the resolution. A screen recording of your issue is very helpful.  



Step 5: Click the Submit button to send your support request.    


Step 6: Track the status of your support requests by signing back into the Help Center and navigating to the My Support Requests section. If a request is closed but your issue persists, you can reopen it within seven days by adding a new comment. To ensure your attachments are sent properly, go back to your request in the Help Center, add a comment, and reattach the screenshot.