Customer Support FAQ Technical Requirements Payment Support Account Help Report a Bug Feature Request Privacy & Security School Queries Emergency Contact Response Time Quick Links
Customer Support

We're here to help schools, teachers, parents and students use nGEMS successfully.

Contact Support

Email: support@nextgems.com

Website: https://nextgems.com

Support Page: https://nextgems.com/support.php

Privacy Policy: https://nextgems.com/privacy.php

Company: KBG Software

Address:
2nd Floor, House No 36, Naharani Path,
Dispur, Guwahati, Assam 781006, India
Contact Mobile No. 7578001990

Support Hours

DayHours
Monday – Friday9:30 AM – 6:30 PM IST
Saturday10:00 AM – 2:00 PM IST
SundayClosed

Support requests received outside business hours will be answered on the next working day.

Frequently Asked Questions

1. I forgot my password. What should I do?

You can use the “Forgot Password” link on the login page. If that doesn't work, contact your school administration – they can reset your credentials.

2. I cannot login. What could be wrong?

Check that your username and password are correct. Ensure your account is active. If you still cannot login, contact your school administrator.

3. I am not receiving push notifications.

Make sure notifications are enabled in your device settings and within the app. Also, check that you have the latest version of the app installed.

4. My attendance is missing or incorrect.

Attendance is recorded by your school. Please contact your school's office or class teacher for corrections.

5. Homework is not visible in the app.

Teachers upload homework. If you don't see it, ask your teacher to ensure it has been published. Also, refresh the app or log out and log in again.

6. My exam result appears incorrect.

Results are managed by the school. Please contact the school administration for any discrepancies.

7. Fee payment failed. What should I do?

Check your internet connection and bank details. Try again after some time. If the problem persists, contact the school accounts office or email us at support@nextgems.com.

8. Payment deducted but receipt not generated.

Wait a few minutes; sometimes receipts are delayed. If you still don't receive one, contact support with the transaction ID and details.

9. Parent login is not working.

Ensure the school has provided you with the correct credentials. Use the “Forgot Password” option. If it still fails, contact the school.

10. Student login not working.

Same as above – verify credentials with the school. The school manages student accounts.

11. Teacher login problem.

Contact your school IT administrator – they can reset your password or check account status.

12. The app crashes frequently.

Update to the latest version from the App Store or Google Play. Clear the app cache. If it still crashes, report the issue with device details.

13. App performance is slow.

Check your internet connection. Close other background apps. Restart your device. If the issue remains, update the app.

14. Unable to download report card.

Ensure the app has storage permissions. Check your internet connection. If the problem persists, contact the school.

15. School changed my password. What now?

Use the new credentials provided by the school. If they don't work, contact the school administration.

16. I changed my mobile device. How do I login?

Install the app on your new device and login with your existing credentials. You may need to re‑enable push notifications.

17. How do I update the app?

Go to the App Store (iOS) or Google Play (Android) and check for updates. Always use the latest version for best performance.

18. How is my data protected?

We take data privacy seriously. Read our Privacy Policy for full details. We use encryption and secure servers.

19. How can I delete my account?

Account deletion requests must be routed through your school administration, as educational records belong to the institution. Contact the school office.

20. I have a suggestion / feature request. Where do I send it?

We welcome your ideas! Please email us at support@nextgems.com with your suggestion.
Technical Requirements
  • Supported iOS: iOS 12 or later
  • Supported Android: Android 5.0 (Lollipop) or later
  • Internet Connection: Required (Wi‑Fi or mobile data)
  • Push Notifications: Permission required
  • Latest App Version: Always recommended for security and features
Payment Support
nGEMS does NOT collect or store any sensitive payment credentials. We do not collect debit card numbers, credit card numbers, CVV, UPI PIN, or net banking passwords. Payments are processed securely via authorised third‑party payment gateways.

If a payment fails, please:

  • Check your bank balance and transaction limits.
  • Try again after a few minutes.
  • Contact the school accounts office.
  • Email support@nextgems.com with transaction details.
Account & Login Help
  • Forgot Password
  • Change Mobile Number
  • Reset Login
  • School Transfer
  • Deactivate Account (via school)
  • Delete Account (via school)

For any account changes, the school administration is the primary point of contact.

Report a Bug

If you encounter any technical issues such as app crashes, display errors, login failures, notification problems, or payment issues, please report them. Include the following information:

  • Device model (e.g., iPhone 12, Samsung Galaxy S21)
  • OS version (iOS version / Android version)
  • Screenshot (if possible)
  • Steps to reproduce the issue
  • School name and your User ID

Send bug reports to support@nextgems.com.

Feature Request

We continuously improve nGEMS. If you have a suggestion or would like to request a new feature, please email us at support@nextgems.com. We value your feedback!

Privacy & Security

User privacy is a top priority. We do not store credit/debit card information. All communication is encrypted using SSL/TLS. We use secure authentication protocols. Read our full Privacy Policy for detailed information.

School Related Queries
Important: Academic information such as attendance, homework, marks, fees, timetable, admissions, and transfer certificates are managed by the school. Please direct these queries to your school administration. nGEMS provides the platform, but the data is owned and controlled by the educational institution.
Emergency Contact

If the application is completely unavailable, or you cannot access critical information, please:

  1. Contact your school administrator immediately.
  2. If the issue persists, email support@nextgems.com with details of the problem.
Response Time
Type of EnquiryResponse Time
General enquiry24–48 hours
Technical issue1–3 working days
Critical issueAs early as possible
Feature requestConsidered for future updates
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