Skip to main content
If you’ve checked the Troubleshooting page and still need help, the Lena support team is here for you.

​
How to reach us

Email Support

support@lena.africa — Send us a detailed description of your issue and we’ll get back to you.

​
What to include in your message

The more information you provide, the faster we can help. Include the following in your support email:
  1. Identify yourself — Include your name, email address (the one you use to log in), your school name, and your role (Student, Teacher, or School Admin).
  2. Describe the problem — State which app you’re using (Student, Teacher, School Admin, or CBT), give a clear description of what happened, and explain what you expected to happen instead.
  3. Help us reproduce it — List the steps you took before the issue occurred, note when it happened (date and approximate time), and attach screenshots or a short screen recording showing the issue.

​
Email template

Copy and paste this template into your email to make sure you cover everything: 
To: support@lena.africa
Subject: [App Name] Brief description of the issue

Name:
Email (login):
School:
Role: Student / Teacher / School Admin

App: Student / Teacher / School Admin / CBT
URL (if applicable):

What happened:


Steps to reproduce:
1.
2.
3.

What I expected:

When it happened (date + time):

Screenshots attached: Yes / No

​
Issue severity

To help us prioritize, here’s how we classify issues:
SeverityDescriptionExamples
HighUsers are blocked from critical functionsCan’t log in, can’t start a CBT exam, can’t submit an assignment before deadline
MediumFeature is broken but a workaround existsUpload fails on one file type, grade not displaying correctly
LowMinor inconvenience, no workflow blockedUI alignment issue, typo in the app, slow loading
For high-severity issues (especially during CBT exams), include “URGENT” in your email subject line so we can prioritize it.

​
Response times

We aim to respond to all support emails within 1–2 business days. High-severity issues (especially those marked “URGENT”) are prioritized and may receive a faster response.

​
Tips for faster resolution

  • Be specific — “The app isn’t working” is harder to diagnose than “When I tap Submit on the assignment page, nothing happens and the button stays greyed out”
  • Include screenshots — A picture is worth a thousand words. Screen recordings are even better
  • Check troubleshooting first — Many common issues have quick fixes in our Troubleshooting guide
  • One issue per email — If you have multiple problems, send separate emails so each can be tracked independently

​
Not a bug?

If you have a feature request or suggestion rather than a problem, visit the Feedback & Suggestions page.