Sign in or create an account Start now

Technical Support Policy

Technical Support Services for the Diploma Platform


The Technical Support Team provides assistance to all users of the Diploma e-Learning Platform through multiple channels to ensure convenience and accessibility for every user. Support is available through the following means:

  • Support via social communication apps (WhatsApp).

  • Direct support by phone.

  • Support via email.

  • Support through the technical support form available on the website.



Communication Etiquette with the Support Team

To maintain a professional and respectful communication environment, all users are kindly requested to follow the guidelines below when contacting the support team:


  1. Maintain mutual respect and avoid any inappropriate language.

  2. Refrain from engaging in religious or political discussions.

  3. Limit discussions to topics related to the Diploma Programs only.

  4. Write clearly and correctly, avoiding spelling or grammatical errors.


In the event of a violation of these rules, the platform reserves the right to take the following actions:

  • Canceling the complaint or request from the support system.

  • Communicating with the relevant parties through appropriate channels.

  • Reviewing the violation and taking the proper action according to the platform’s policies.



Beneficiaries of Technical Support Services

  • Instructors registered on the platform to deliver diploma programs.

  • Trainees enrolled in diploma programs offered through the platform.

  • Supervisory entities from related government institutions such as the Ministry of Education and the National e-Learning Center.



Technical Support Channels

  • Direct Call Center: 920035022
    Working hours: Sunday to Thursday, from 8:00 AM to 4:00 PM,
    in addition to support availability during the delivery of diploma programs.

  • General Email: info@diploma.um.edu.sa



Support Email Addresses by Category


To ensure prompt response and efficient processing of inquiries, users are requested to contact the appropriate department according to their category:


Student Support


Email: studentsupport@diploma.um.edu.sa
For inquiries regarding:

  • Registration and account creation.

  • Accessing course materials or attending live sessions.

  • Certificate issuance and academic follow-up.


Instructor Support

Email: trainers@diploma.um.edu.sa

For inquiries regarding:

  • Access to instructor dashboards and course management.

  • Uploading materials and scheduling sessions.

  • Technical assistance during the delivery of diploma programs.


Partner and Institutional Support

partners@diploma.um.edu.sa

For inquiries from:

  • Partnered governmental or educational institutions.

  • Entities collaborating in the delivery of diploma programs.

  • Communication with the National e-Learning Center and the Ministry of Education.


Financial Support

Email: Finance@diploma.um.edu.sa

For inquiries regarding:

  • Invoices and payment of fees.

  • Refund requests or bank transfers.

  • Confirmation of payments or issues related to electronic transactions.



Scope of Technical Support Services


  • Assistance with enrollment in diploma programs and troubleshooting technical issues.

  • Guidance on using the platform and benefiting from its learning features.

  • Account creation and activation for users.

  • Support with logging in and attending live sessions.

  • Assistance for instructors in managing diploma content.

  • Issuance of digital certificates for diploma completion.



Expected Response Time


  • WhatsApp Support: within a maximum of 48 business hours.

  • Email Support: within a maximum of 24 business hours from receipt of the inquiry.