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The Astra IPT support team is here to help whenever you run into an issue with the Learning Hub or have questions that go beyond what’s covered in the documentation. Whether you prefer email, live chat, or a direct conversation with your account manager, you have multiple ways to get in touch. This page outlines every support channel available to you and explains how to submit a request that gets resolved quickly.

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Support Channels

Email Support

Send a detailed message to the support team and receive a response within one business day. Email is ideal for non-urgent issues, detailed questions, or when you need to attach screenshots or files.

Live Chat

Chat with a support agent in real time during business hours for fast answers to urgent questions. The live chat widget is available in the bottom-right corner of the Learning Hub portal.

Help Center

Browse the FAQ and troubleshooting guides for instant answers to the most common questions — no wait time required.

Account Manager

Contact your dedicated Astra IPT account manager for questions related to your subscription, training plans, or organizational access.
Business hours are Monday – Friday, 9 AM – 5 PM in your local time zone. Live chat and phone support are only available during these hours; email requests submitted outside business hours will be responded to on the next business day.

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What to Include in Your Support Request

Providing the right information upfront helps the support team diagnose and resolve your issue without unnecessary back-and-forth. When you reach out, include the following:
  • Account email address — the email associated with your Astra IPT client portal login
  • Description of the issue — a clear explanation of what went wrong or what you’re trying to do
  • Steps to reproduce — what you did before the problem occurred, so the team can replicate it
  • Browser and device information — for example, Chrome 120 on Windows 11, or Safari on iPhone 15
  • Any error messages you’ve seen — copy the exact error text or attach a screenshot if possible
The more detail you provide, the faster your issue can be resolved.

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Response Times

If your issue is urgent — for example, you cannot log in or an entire course is inaccessible — indicate this clearly in your subject line or chat message so the team can prioritize accordingly.