Support

Our support team are available to offer support between 8:30am and 5:00pm, Monday to Friday.  We are committed to providing our customers with the highest level of support especially during the current times.

 Current service updates

Our team are closely monitoring performance. We are updating this page with details of known issues. If you are experiencing any of the issues below, please do not raise support requests at this time. Please check back on this page for updates.

DB Primary

We are aware that some users are having issues with the drag and drop facility on some of the activities. This is a known issue and only affects certain browsers. If you are experiencing this issue, please use Edge or Firefox.

 

SchoolPing
The issue blocking messages from SchoolPing to Hotmail accounts has now been resolved. If you continue to experience problems, please let our support team know.

To help us field your support enquiries, please follow the guidance below:

Support for schools

PLEASE NOTE – The quickest route to receiving support from our team for ALL products will be through email.

Please email the address below ensuring you include your name, school name, contact phone number and email address.

Please specify if you would prefer the response via email or phone call.

  support@neweraed.co.uk

 

Online resources

For further help on DB Primary, please find a range of useful written and video guides here.

Telephone support

If you would prefer to call, please ring the number below and select Option 1 

  01273 201700

Support for parents

If you are a parent and looking for support on our products, please email your request to: 

  parentsupport@neweraed.co.uk

 

Common log in issues

If you are unable to log on to DB Primary, please ensure you are accessing the correct portal. Your school name should be displayed on the brown board on the log in screen. If it isn’t then please contact your school for the correct address. 

Please note due to data protection and online safety we are unable to give out children’s DB Primary credentials including resetting passwords. You will need to request these directly from your school. 

We may reset passwords for parents for School Ping if an associated email address or mobile number is provided for verification. Please follow Option 1 on the phone if you need any support on this. 
 

  01273 201700

 

About us

New Era Technology's managed services, cloud, collaboration, data networking, security solutions help more than 6,500 worldwide customers adapt to a rapidly changing digital world, increase productivity and enhance learning experiences.

 

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