Something not working?
One inbox, read by the people who built the app. Below is where to write, what to put in the message so the first reply is the useful one, and the fixes for the things that go wrong most often.
01 / Where to write
Three addresses, so nothing sits in the wrong queue.
Pick the one that matches the request. They are role addresses on purpose, not a personal inbox, so a reply does not depend on one person being at their desk.
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Support
support@ardena.co.ke
Anything broken, any payment that did not land, any question about a plan or a limit. -
Privacy
privacy@ardena.co.ke
Account deletion, data access requests, and anything covered by the privacy policy. -
Anything else
hello@ardena.co.ke
Partnerships, press, a university that wants to talk, or a feature you wish existed.
02 / What to include
Four lines that save a day of back and forth.
Most support threads are long because the first message was short. With these four, the first reply is usually the answer.
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01
The number on the account
The mobile number you signed up with, or the Google address if you used that instead. Without it we cannot find you.
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02
What you were doing
The screen you were on and what you tapped, in one sentence. “Uploading a 40MB PDF to my Anatomy unit” beats “the app is broken.”
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03
What happened instead
The exact wording of any error message. A screenshot is perfect, and it never contains anything we cannot already see.
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04
The phone and the version
Handset and Android version, plus the app version from Profile → Settings, at the bottom.
03 / How long it takes
What to expect, by kind of request.
These are the targets we hold ourselves to rather than a legal maximum. Where the law sets a shorter one, the law wins.
| Request | Target | Write to |
|---|---|---|
| Payment did not unlock a plan | 1 working day | support@ |
| Cannot sign in, code not arriving | 1 working day | support@ |
| A bug, or a file that will not process | 2 working days | support@ |
| Account deletion by request | 7 days | privacy@ |
| Data access or correction request | 30 days, as the Act requires | privacy@ |
| Refund for a charge in error | Reply in 2 working days | support@ |
04 / Try this first
The five that come up most.
Each of these has a fix you can apply in under a minute. If none of them is your problem, write to us; that is what the inbox is for.
- The sign-in code never arrives. Check the number for a typo, wait sixty seconds before asking for another, and make sure you have signal for SMS rather than only data. If it still does not come, sign in with Google instead and write to us.
- You were signed out unexpectedly. One account works on one device at a time, so signing in on a second phone signs the first one out. If that was not you, change how you sign in and email support at once.
- A payment went through but nothing unlocked. Reopen the app, which re-checks with Paystack. If it is still locked after a few minutes, send us the M-Pesa or Paystack reference and we will apply it by hand.
- An upload fails or stalls. Check the file is under your plan’s size limit, listed on the pricing page, and that it is a PDF, image or slide deck. A scanned page needs to be legible to you before it can be legible to the tutor.
- The tutor says it does not know. That is the app working. It answers only from the material filed under that unit, so if the topic is not in your library it will say so rather than invent one. File the lecture that covers it.
Still stuck
Write to us. We read all of it.
There is no ticket portal and no chatbot in front of the inbox. A person reads the message and a person replies to it.