When you need help from our Support department, please send an email request to support@d6plus.co.za. This process creates a case/ticket which makes it easier for us to support you effectively. You will receive an email with your case number which you can use when you call in.

My Home > System Support: Send an email request

Cases are handled on a first-in, first-served basis. Even if it is just a quick question, you will be asked to provide your case number when you make contact.

How do I send an effective email request?

1. Send your email request directly from your own email. The system automatically populates your school name and contact details.

2. Select the category of the module your question relates to.

3. Type a detailed message with a complete description of your problem:

   • Subject and grade: Specify which subject or grade is involved, as well as screenshots of what you see that is incorrect.

   • Learner or parent details: Include the specific learner or parent involved (where applicable).

   • Marks or results: Explain how you calculated the marks versus how the system calculated them.

   • Steps to reproduce the problem: Describe the actions you have already taken to reproduce the problem.

4. Send separate emails for different categories so we can assist you faster. Our support team specialises in different modules, so this helps us to organise effectively.

Frequently asked questions

How long does it take to receive a response?

Cases are handled on a first-in, first-served basis. Response time depends on the complexity of your problem and the current volume. You will receive a confirmation of your case number as soon as your email arrives.

What should I do if I do not receive a response?

Check your email spam and filter folders, as responses come from support@d6plus.co.za. If you still do not receive your response, call our support department and provide your case number.

Can I include multiple problems in one email?

No, please send separate emails for each category or module. This helps our support team to respond faster, as each specialist focuses on specific modules.

What is my case number?

You receive your case number in the first email response from our support department. Keep this number safe as you will need it for future reference.