Even with a smooth system like EHallPass, technical issues and user questions can come up. Whether you’re a student, teacher, or school administrator, it’s important to know where and how to get reliable support when something doesn’t work right.
This guide walks you through the EHallPass support system, troubleshooting tips, and how to contact help fast—so you’re never stuck in a frustrating loop.
Where to Find Help for EHallPass?
1. Official Support Center and Knowledge Base
The first place to go when you need assistance is the EHallPass (Securly Pass) online support center. The website has a Knowledge Base filled with how-to articles, frequently asked questions, and guides covering everything from account setup to managing substitute access.
Some common topics you’ll find include:
- How to reset a password
- How to approve a student pass as a teacher
- Managing schedule changes for admins
- Login options using Clever or Google accounts
To explore these resources, visit the official Securly support page and type your issue into the search bar. Most technical or setup questions have already been answered there in detail.
Ways to Contact EHallPass (Securly) Support
1. Phone Support
You can reach Securly’s EHallPass support team directly by phone. This is a good option if you need immediate help. One known support number is:
(888) 401-2011
This number connects to Securly’s support desk where you can report technical problems, ask platform-specific questions, or request follow-ups.
2. Email Support
Email is ideal for non-urgent issues or if you need to include details like screenshots. The current support email is:
📧 [email protected]
When emailing, make sure to include:
- Your school’s name
- Your name and role (student, teacher, or admin)
- A detailed description of the issue
- Any relevant screenshots or error messages
This helps the support team resolve your problem faster.
3. Submit a Support Ticket
Securly’s site may offer a web form or ticket submission page. After filling in your request, you’ll receive a ticket ID and a follow-up via email. This method works well for tracking multiple issues, especially for school administrators.
4. Log in to the Securly Support Portal
If you’re an admin or school tech staff with a Securly account, you can log in to the full support portal at:
Inside the portal, you can:
- View past tickets
- Track updates
- Download training documents
- Access announcements or software changes
Note: Students and teachers usually don’t have full access to the portal and instead rely on in-school contacts or use the phone/email options above.
Getting Help Inside the School
Often the fastest help comes from your own school. Here’s how support works on-site:
Students
- Talk to a teacher, library media specialist, or your IT coordinator.
- If your account isn’t working, these staff members can verify that you’re enrolled and have the correct permissions.
- For login issues or account errors, your school may escalate the problem to the vendor support team.
Teachers
- Reach out to your designated tech coach, administrator, or the assistant principal in charge of digital systems.
- Schools often have internal help chains—like “email Mr. Smith for EHallPass issues.”
- These school contacts act as the first line of support and funnel bigger issues to the right channel.
Quick Troubleshooting Tips Before You Call Support
Try these steps first. Many common issues can be solved in minutes without needing outside help.
| Problem | Try This First |
|---|---|
| Site won’t load | Check your internet. Try a different browser or clear cache. |
| Login not working | Make sure you’re using the right method (Google, Clever, email/password). |
| Pass won’t end or send | Refresh the app or browser. Update the app if you’re using mobile. |
| Student not showing under correct class | Ask an admin to review class schedule data. |
| Forgotten password | Use the “Forgot Password” link or ask admin to reset it. |
Some schools also integrate EHallPass with ID card systems or QR check-ins. If those stop working, check the scanner or kiosk hardware.
Response Times and Quality
Securly is known for fast, helpful responses. While urgent issues like outages are prioritized, most regular support requests receive a reply within one business day.
Teachers and administrators often praise the support team for being knowledgeable and professional. If your issue is technical but not urgent, you may get a helpful link to a guide or a step-by-step explanation in your inbox.
Webinars and Training Resources
Securly regularly offers training webinars and may share recorded sessions on using EHallPass. These are great for:
- Onboarding new staff
- Introducing features after updates
- Learning hidden tools or time-saving shortcuts
You can also find tutorial videos on YouTube from other educators. While unofficial, these can be useful for learning best practices.
Staying Updated: Release Notes and System Changes
New features or changes may roll out periodically. Keep an eye on:
- The Securly blog
- The support portal’s release notes
- Email newsletters from Securly
If something seems different in the system (e.g., layout changes or new approval buttons), check the official channels for an update note. If needed, the support team can help clarify how to use the new features.
Final Advice: Don’t Hesitate to Ask for Help
Whether you’re a student stuck on login, a teacher unsure how to approve a pass, or an admin setting up rules, support is part of the EHallPass package. You’re not alone, and you don’t need to guess your way through problems.
Getting help quickly keeps the system running smoothly and allows your school to get the full value of digital hall pass management. With good support and a bit of training, EHallPass becomes easy to use and even easier to rely on.