Support

Getting in touch

Graspera is a small operation, so there is no phone queue - but a person reads every email. We aim to reply within 2 business days.

If someone is at risk

If a student uses Graspera through a school, telling the school's wellbeing team is usually the fastest route to real help, because they know the student and we do not.

Tell us too, once everyone is safe. If the concern involves something a student wrote into Graspera, we may hold a record that matters, and we will preserve it.

Reporting a wrong question or mark

These reports are genuinely useful to us - a wrongly marked answer is a defect, not a complaint. To let us fix it quickly, include:

• the subject and module;
• what the question asked;
• what the student answered;
• what Graspera said, and why you think it is wrong; and
• a screenshot, if you have one.

Send it to support@graspera.au.

Common questions

A student cannot sign in

Students sign in with a username, not an email address, at the student sign-in page. The parent or school who created the account can reset the password from their own dashboard. If the username has been forgotten, the parent can see it there too.

Can a student have their own email login?

No, and that is deliberate. We do not collect email addresses from students. Accounts are created and controlled by a parent, guardian or authorised school. The Privacy Policy explains why.

Who can see my child's work?

You can, as the Account Holder. A teacher can only see it where your school has an agreement with us and visibility has been turned on for that student. It is off by default.

What does it cost?

Fees depend on the plan assigned to your account, and some plans - including pilot plans - are free. Your current plan and any fee are shown in your account settings. We will never start charging a free account without telling you first and giving you the chance to cancel. See clause 6 of the Terms of Service.

How do I cancel?

From your account settings, or by emailing support@graspera.au. Access continues to the end of the period you have paid for. Your rights under the Australian Consumer Law are set out in clause 7 of the Terms of Service.

How do I delete my child's account and data?

Email admin@graspera.au from the address on the account. We action deletion within 30 days. A copy of the database is taken every night and kept for 30 days, so the last copy holding their records is deleted within that same period.

Is the AI marking always right?

No. It is checked against independent solvers where the answer can be calculated, but it still makes mistakes, especially on extended written responses. Your teacher is the authority on your work. See the AI and Academic Integrity Statement.

Can my child use Graspera for an assignment?

Use it to practise and to understand, never to produce work that is handed in. HSC students are bound by NESA's all-my-own-work requirements and their school's assessment policy. If in doubt, ask the teacher before using it, not after.

For schools

We are running a deliberately small pilot so we can support each school properly. If your school is interested, email support@graspera.au and tell us the subjects, the year groups and roughly how many students you have in mind.

We can supply, on request:

• a written statement of how Graspera handles student data, for your privacy impact assessment;
• a statement for your assessment policy on how the AI features may and may not be used; and
• a draft school agreement covering seats, term, data handling and support.

Reporting a security issue

If you believe you have found a security vulnerability, please email admin@graspera.au before disclosing it publicly, and give us a reasonable opportunity to fix it. We will not pursue action against anyone who reports a genuine issue responsibly.