Contact support
Email john@raetzel.org for NexusEDU support. If your school or co-op has a NexusEDU administrator, contacting that person first is often the fastest way to resolve membership, schedule, family-link, or permission questions.
Please do not send passwords, full student records, incident details, or other sensitive information by email. We may move the conversation to a safer channel if needed.
Before you write
Including the following helps us respond efficiently:
- Your name, learning organization, and the email address associated with your account.
- Which app you are using: Admin, Kiosk, Teacher, or Parent.
- Your device type, operating-system version, and NexusEDU app version, if available.
- A brief description of what you expected, what happened, and when it occurred.
- A screenshot only if it does not reveal student, family, incident, or other sensitive information.
Can’t sign in?
Confirm that you are using the email address invited by your organization and select “Forgot password” where available. If access is still blocked, ask your organization administrator to verify that your account is active and linked to the correct organization.
Apps we support
NexusEDU Admin
Organization setup, people and families, schedules, attendance, communications, incidents, reports, and administration.
NexusEDU Kiosk
Front-desk and self-service arrival, departure, temporary sign-out, family lookup, and attendance workflows.
NexusEDU Teacher
Class attendance, student status, parent messages, announcements, help requests, and incident reporting.
NexusEDU Parent
Family schedules, announcements, parent messages, attendance status, check-in, and absence reporting.
Accounts, access, and organization data
NexusEDU accounts are provided through participating learning organizations. Your organization controls membership, roles, family links, class assignments, and access to its records. NexusEDU support may need authorization from an organization administrator before changing access or organization-managed information.
For a password reset, use the reset option in the app. For a changed email address, incorrect role, missing family member, schedule discrepancy, attendance correction, or organization transfer, contact your organization administrator.
Support and response targets
We review support messages during normal U.S. Eastern Time business days. These are targets, not guaranteed service-level commitments, and complex issues may take longer.
| Issue | Examples | Initial response target |
|---|---|---|
| Urgent | Widespread outage, active security concern, or critical day-of-operations failure | As soon as reasonably possible during business hours |
| Standard | Sign-in problems, incorrect access, broken workflow, or repeatable app error | Within two business days |
| General | How-to questions, feature feedback, data questions, or non-urgent requests | Within three business days |
NexusEDU is not an emergency service. For an immediate threat to health or safety, contact your organization’s emergency contact or local emergency services.
Privacy, safety, and account deletion
For information about collection, use, sharing, retention, and privacy choices, read our Privacy Policy. To request deletion of a NexusEDU account or associated data, use our account and data deletion page.
Reports involving student safety, suspected unauthorized access, or sensitive organization records receive special handling. Share only the minimum information needed in your first email; we will advise on a secure next step.
App updates and service availability
We support current NexusEDU releases distributed through official app stores or directly by an authorized organization. Installing available app and operating-system updates helps maintain compatibility, reliability, and security.
NexusEDU may occasionally be unavailable for maintenance, provider interruptions, or circumstances beyond our control. We work to restore affected service promptly. Features may change as the suite evolves, and advance notice will be provided for material changes when practical.