Contacting support

For most questions, browse this help center first — the answer is probably here, and you'll get to it faster than waiting on a reply. When you do need a human:

How to reach us

• General support: support@trycheckride.com
• Billing: billing@trycheckride.com
• Security issues: security@trycheckride.com
• Privacy and data requests: privacy@trycheckride.com

For schools on enterprise contracts, your dedicated support channel takes precedence — use whatever direct path we set up during onboarding.

What to include

A faster reply correlates with how much we can reproduce without going back-and-forth. The ideal message has:

• What you were trying to do ("scheduling a lesson with Jane on Friday")
• What happened instead ("got a 422 error saying scheduling conflict")
• Steps to reproduce, if you can ("repeat from the school portal's schedule page, drag from 9 to 11 AM on the instructor row")
• Screenshot if there's anything visual
• The browser and device if it's a UI bug
• The email on your account so we can find you

If you're emailing about a specific lesson, appointment, or endorsement, include the URL — every page has one and it usually contains the IDs we need.

Response times

• General support: most replies within one business day.
• Billing: within one business day during US weekday business hours.
• Security: acknowledgment within one business day. Coordinated disclosure timeline depends on severity.
• Privacy / data requests: acknowledgment within one business day, completion within 30 days for GDPR-style requests.

What we can and can't do

We can:

• Reset your account or membership
• Move a member between schools (with the consent of both)
• Investigate and reverse mistaken approvals, endorsements, or settlements
• Permanently delete an account on request

We can't:

• Pretend to be the FAA, or speak with authority on what the FAA will or won't accept
• Reverse a Stripe payout that has already cleared (only Stripe can, and only with cause)
• Sign endorsements on a CFI's behalf
• Recover data that's been permanently deleted

Status and known issues

If something looks broken across the board (not just your account), check our status page or our latest changelog before emailing — odds are we already know and we're working on it. We'll add a status link to this article once the public status page is live.