Support policy

How we help, how to reach us, and what to expect when you do. This policy applies to all CollegeVerge plans during the closed beta.

Effective June 27, 2026. Beta version.

What support covers

We help with questions about how CollegeVerge works, account and sign-in issues, billing and subscription questions, parent and student linking, data export or deletion requests, and reports of bugs or incorrect information in the product. If something is not working the way the help center describes, tell us and we will look into it.

What is outside support

We cannot give admissions advice, predict decisions, write your essays for you, or contact schools and coaches on your behalf. We also cannot change a college's published deadlines, requirements, or data; always confirm those directly with each school. CollegeVerge organizes your process, but the decisions and the outreach remain yours.

How to reach us

The fastest way to reach us is the contact form, which routes your message straight to the support team. You can also email us at support@collegeverge.com. The more detail you share, including what you expected and what happened, the faster we can help.

Response times

During the beta a small team reads every message. We aim to reply within two business days, and sooner for account access or billing problems that lock you out. We do not yet offer phone or live chat support. These targets are goals during the beta, not contractual guarantees, and we will publish firm response commitments before general availability.

Hours

Support is staffed Monday through Friday, excluding U.S. public holidays. Messages sent on evenings or weekends are answered on the next business day.

Account, billing, and data requests

For billing questions, manage your plan in Settings or write to us and we will help. New paid subscriptions include a 14-day money-back guarantee, described in our Terms of Use. You can request an export or deletion of your data at any time; we handle those requests as described in our Privacy Policy.

Students under 18 and parents

If you are under 18, some actions stay paused until a parent or guardian approves your account. If approval is not arriving or a parent cannot access their read-only view, contact us and we will help sort it out. Parents are welcome to reach support directly with questions about their student's account.

Changes to this policy

We may update this policy as the Service grows and will post the new effective date here. Questions about support are always welcome at support@collegeverge.com.