How do I contact CommonLit support?
In this article:
- Our Customer Service User Commitment
- Contacting CommonLit Support
- Why did I never receive a response to my question?
Our Customer Service User Commitment
As a program founded by teachers for teachers, CommonLit cares deeply about making the lives of educators, students, and their families easier and more enriched through learning. The CommonLit User Support team shares this commitment and is excited to answer your questions and help you troubleshoot solutions. We know teaching can be tough, and we hope we can make it a bit easier. Your question means a lot to us and we will get back to you as soon as possible with the help you need. Thanks for all you do, and we look forward to helping you.
Contacting CommonLit Support
CommonLit offers quick support via email and live chat. CommonLit does not currently offer a customer support phone number. The help desk supports thousands of educators each month, and we know from experience that it is much more efficient and secure to resolve user issues in writing than over the phone.
You can always reach out to us at help@commonlit.org for support and we will get back to you as soon as possible to assist.
CommonLit also provides live chat support as much as possible during the school year, and we strive to have a live agent available to serve you during the following times:
- Monday: 9:00-5:00 ET
- Tuesday: 9:00-5:00 ET
- Wednesday: 9:00-5:00 ET
- Thursday: 9:00-5:00 ET
- Friday: 9:00-5:00 ET
If agents are not online during these hours, it is because they are busy assisting other users. Whenever we are offline or away, you can leave a message for us from the Help widget and we will get back to you ASAP.
CommonLit does not offer live chat during weekends, federal United States holidays, or during winter or summer breaks.
To chat with CommonLit Support, click the speech bubble icon in the lower right corner of the page, select Ask at the top of the widget, and then select Chat.
Why did I never receive a response to my question?
Our support team strives to answer all help questions as quickly as I can. During the start of semesters, you may receive a slower response than usual as we process a higher number of help tickets.
Most users should receive an automated message that their help ticket has been received within minutes of messaging us. If you do not receive this message, it is possible your school server is blocking our messages to you. If you still do not hear back to your original message within three business days, it is highly likely that your school server is blocking our messages to you. Here's what you can do:
- If you see an automated response from us, please follow up in the existing email chain (rather than creating a second email chain by submitting a new ticket).
- If you suspect your school server is blocking our emails, you can email us directly at help@commonlit.org. Often, this enables us to respond back to you.
- If you still do not receive a response, please reach out to your IT department to inquire whether emails from the commonlit.org domain can be received by educators in your school system.
- Finally, if you cannot reach us over email, try to speak with us during our dedicated live chat support hours