1. How to Get Help
Our support team is based in the UK. You can reach us three ways, and every message goes to the same team.
WhatsApp (fastest)
Message @labbaik on WhatsApp. Most of our support happens here. You can send text messages, voice notes and images, so a screenshot or a quick voice note explaining the problem is often the easiest way to show us what's happening.
Email [email protected]. We reply to the address you wrote from.
Contact form
Use the form on our Contact page. It reaches the same inbox as email and sends you a confirmation straight away.
We don't offer phone support.
2. Support Hours and Response Times
- Support hours: Monday to Friday, 9am to 5pm UK time (GMT, or BST in summer).
- First response: within 1 working day of your message, whichever channel you use.
A working day is Monday to Friday, excluding UK bank holidays. If you message us outside support hours, we'll reply on the next working day.
3. What to Include
To help us sort things out quickly, tell us:
- the name of your masjid, madrasah or maktab
- what you were trying to do, and what happened instead
- any error message you saw, ideally as a screenshot
- whether you were on a phone, tablet or computer, and which browser or app.
Never send us passwords, card numbers or one-time sign-in codes. We will never ask for them.
4. Guides and Answers
- Using Zoom with Labbaik: connecting your Zoom account, running online classes and events, troubleshooting, and removing the app.
- Frequently asked questions about plans, features and getting started.
- Deleting your account and what happens to your data.
- Security: how we protect your organisation's data.
5. Parents and Students
Your masjid, madrasah or maktab runs its own classes, fees and records on Labbaik. For questions about classes, timetables or payments, please contact them first. If you can't sign in to the parent portal, or something in Labbaik isn't working, contact us and we'll help.