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Support Center

Welcome to First Pro Support. We're here to help firefighters, EMTs, and administrators get the most from our training platform.

Quick Help​

🚀 Getting Started​

❓ Frequently Asked Questions​

Account & Access​

Q: I can't sign in to the app

  • Verify your username (not email) and password are correct
  • Ensure your department admin has added you to the system
  • Try resetting your password via "Forgot Password"
  • Check that you have the latest app version

Q: How much does First Pro cost?

  • Firefighters/EMTs: FREE - Your department covers your access
  • Departments: $40/year per career firefighter, $20/year per volunteer
  • Bulk discounts available for 100+ seats

Training & Assignments​

Q: How long do I have to complete assignments?

  • Career firefighters: 24 hours (by end of shift)
  • Volunteer firefighters: 7 days
  • Red badge = urgent, Yellow = this week, Green = when able

Q: What if I can't complete training on time?

  • Contact your training officer
  • Legitimate reasons (sick, vacation, emergency response) are understood
  • Document the reason for records

Technical Issues​

Q: The app keeps crashing

  • Update to the latest version
  • Clear the app cache
  • Restart your device
  • Ensure you have at least 500MB free storage
  • Contact support if issues persist

Q: My recordings won't upload

  • Check your internet connection
  • Recordings save locally and will retry automatically
  • Connect to WiFi for faster uploads
  • Maximum recording length is 5 minutes

Support Channels​

Tier 1: Self-Service​

  • This documentation site
  • In-app help videos
  • Training tutorials

Tier 2: Department Support​

  • Contact your department administrator
  • Check with your training officer
  • Ask department champions/power users

Tier 3: Direct Support​

General Support

Admin Support

Billing Questions

Tier 4: Priority Support​

For departments with 50+ seats:

  • Phone: 1-800-FIRSTPRO (1-800-347-7877)
  • Hours: Monday-Friday, 8 AM - 8 PM EST
  • 24/7 critical issue hotline

For departments with 200+ seats:

  • Dedicated account manager
  • Direct phone line
  • On-site training available

Reporting Issues​

What to Include​

When contacting support, please provide:

  1. Your department name
  2. Your role (firefighter, EMT, admin)
  3. Device information
    • Device type (iPhone 14, Samsung Galaxy, etc.)
    • OS version (iOS 16, Android 13, etc.)
    • App version (found in Profile → About)
  4. Issue description
    • What you were trying to do
    • What happened instead
    • Error messages (screenshots help)
  5. Steps you've tried
    • Help us avoid suggesting things you've already done

Response Times​

  • Critical (app/system down): 2 hours
  • High (blocking work): 4 hours
  • Medium (workaround exists): 24 hours
  • Low (feature request): 48 hours

Quick Fixes​

Before contacting support, try these common solutions:

📱 Mobile App​

  1. ✓ Pull down to refresh content
  2. ✓ Force close and reopen app
  3. ✓ Check internet connection
  4. ✓ Verify you're signed in
  5. ✓ Update to latest app version
  6. ✓ Restart your device
  7. ✓ Clear app cache (Settings → Storage)

💻 Admin Portal​

  1. ✓ Clear browser cache (Ctrl+Shift+Delete)
  2. ✓ Try a different browser
  3. ✓ Disable browser extensions
  4. ✓ Check firewall allows *.first-pro.com
  5. ✓ Verify admin permissions

🎙️ Recording Issues​

  1. ✓ Check microphone permissions
  2. ✓ Ensure 100MB free storage
  3. ✓ Close other apps using microphone
  4. ✓ Recording must be 30 seconds - 5 minutes
  5. ✓ Try airplane mode then WiFi only

System Status​

Check current system status and planned maintenance:

  • Status Page: status.first-pro.com
  • Twitter/X: @FirstProStatus
  • In-app notifications for scheduled maintenance

Training Resources​

For Firefighters & EMTs​

  • In-app tutorials (Profile → Help → Tutorials)
  • Quick start videos
  • Best practices guide

For Administrators​

  • Admin portal walkthrough
  • Content creation guide
  • User management tutorials
  • Billing and subscription help
  • Monthly admin webinars

Webinars & Training​

  • New User Orientation: First Tuesday monthly, 2 PM EST
  • Admin Training: First Thursday monthly, 10 AM EST
  • Power User Tips: Third Wednesday monthly, 3 PM EST

Register at: training.first-pro.com

Feature Requests​

Have an idea to improve First Pro?

How to Submit​

  1. In-app: Profile → Feedback → Feature Request
  2. Email: features@first-pro.com
  3. User forum: community.first-pro.com

What Happens Next​

  1. Team reviews all requests monthly
  2. Popular requests are prioritized
  3. You'll be notified when your feature ships
  4. Credit given to suggesters in release notes

Community​

User Forum​

Connect with other First Pro users:

  • Share best practices
  • Ask questions
  • Exchange training ideas
  • Find solutions

Visit: community.first-pro.com

Social Media​

  • Twitter/X: @FirstProApp
  • LinkedIn: First Pro Training
  • YouTube: First Pro Tutorials

Privacy & Security​

Report Security Issues​

Email: security@first-pro.com Urgent: 1-800-FIRSTPRO

Privacy Concerns​

Email: privacy@first-pro.com Policy: Privacy Policy

Legal & Compliance​

Terms of Service​

Available at: first-pro.com/terms

Data Requests​

Email: legal@first-pro.com

Compliance Documentation​

For state training requirement documentation: Email: compliance@first-pro.com

Still Need Help?​

If you can't find the answer you're looking for:

📧 Email: support@first-pro.com 📱 In-App: Profile → Get Help 💬 Chat: Available to administrators in portal

Office Hours Support Chat Monday-Friday, 9 AM - 5 PM EST Available for all users at: chat.first-pro.com

First Pro: Transforming Experience into Excellence

We're committed to supporting every firefighter and EMT in their training journey.