brightwheel review: Poor onboarding and customer support

Our school migrated to Brightwheel due to ongoing syncing issues with Procare that remained unresolved for years. While Procare had its challenges, we were always able to reach customer service directly and receive remote technical support during the call, which made troubleshooting much more efficient.
Unfortunately, our experience with Brightwheel has been disappointing. Support calls must be scheduled in advance, they are limited to 15 minutes, and real-time remote assistance is not available. Instead, users are directed to trainings and articles to find solutions on their own, which is not practical for a busy childcare center.
Navigating the software—especially the employee benefits section—is also confusing and difficult. As a director and owner, I expected a smoother, more supportive experience. I truly dislike the idea of returning to our previous system because of the disruption it would cause our school, but at this point we may have to go back to Procare simply to regain reliable support and usability.
Brightwheel offers strong features, but the lack of accessible customer service and the complexity of certain tools have made this transition far more challenging than anticipated.

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