Getting Help When You're Stuck
Primer has more than one way to get help, and each is built for a different moment. Here's the fastest path to a real answer, whatever the question actually is.
On this page
Stuck inside a lesson: the Need Help panel
The Need Help? button floats in the bottom-right corner of every lesson step. It gives a student two guided shortcuts, I don't understand a word and This part is confusing, plus a free-text box for anything else. This routes to the Coach, the AI that answers in-the-moment lesson questions; see Inside a Lesson: A Full Walkthrough for the full rundown.
If your student never sees this button, or you'd rather they not use it, that's controlled by the In-lesson Help toggle on the student's Accommodations tab. Turning it off removes the option to raise a hand mid-lesson entirely.
Questions about a student's learning: email the teacher
If the question is really about how a specific student is doing, not something in the middle of one lesson, that's what emailing your student's teacher is for: pacing, curriculum adjustments, extra practice, or just "how's it actually going." You'll get a reply within a few minutes.
Account, billing, or technical issues: Support
For anything about your account, a charge, or something that seems broken rather than confusing, contact Support: the chat bubble icon in the app, or primer.institute/support. The form lets you pick a topic (Billing & payments, Technical issue, Account & access, Lessons & curriculum, or Something else) and routes straight to the support team, with a reply by email, usually within one business day. You can also just email support@primer.institute directly.
Bugs and ideas: Share Feedback
Found a bug, or have an idea for something you wish Primer did? That's a separate channel from support: the speech-bubble icon in the app's top navigation opens a quick feedback form that goes straight to the product team. It's not meant for anything urgent or account-specific, use Support for that, but it's exactly where product suggestions belong.
Quick reference
- Stuck on a word or question, mid-lesson: the in-lesson Need Help button.
- "How is my student really doing" or "can we adjust the pace": email the teacher on the Profile tab.
- Billing, account access, or something broken: Support, or support@primer.institute.
- A bug report or a feature idea: the Share Feedback icon in the app.
- Anything else, or you're not sure which of these fits: start with Support. They'll route you the right way.