How to ask for help as a student

1. Log in to Your Student Dashboard

Start by logging in to your student account using the link provided in your enrollment email.

Your login page may look slightly different depending on your school, but it will always include:

• Your username

• Your password

• A Submit or Login button

Once you log in, you will be taken to your Student Dashboard.

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2. Use the Knowledge Base (Search for Answers)

From the Student Dashboard, look at the dark blue menu on the left and click:

Contact Support

This will take you to the Knowledge Base, where you can search for answers.

How to search

1. Type your question or keywords into the search bar.

2. Review the articles or videos that appear.

3. Click an article to learn more.

You can find information on topics such as:

• Technology requirements

• Supported devices

• Internet connection requirements

• Browser compatibility

• Course platform guidance

Searching the Knowledge Base is often the fastest way to find an answer.

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3. Submit a Support Ticket

If you cannot find the answer in the Knowledge Base, you can submit a support request.

Steps to submit a ticket

1. Click Submit a Ticket in the Knowledge Base.

2. Fill out the help request form.

3. Describe the issue you are experiencing.

4. Add your email address and details.

5. Upload a file or screenshot if helpful.

6. Click Submit.

Your request will go directly to the Customer Support Team.

Support staff will review your message and respond to the email address you provided, so make sure to check your email for replies or follow-up questions.

When to submit a ticket

Submit a ticket if you are experiencing issues such as:

• A video not playing

• A link not working

• Problems uploading or downloading files

• Technology or platform issues

• Other technical problems in your course

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4. Use Live Chat for Immediate Help

You can also chat with the Customer Support Team.

Look for the blue chat bubble icon in the bottom right corner of the page.

How live chat works

1. Click the chat bubble icon.

2. A chat window will open.

3. Type your question.

4. Provide your name and school if asked.

You will be connected with a real support team member who can help you in real time.

Customer Support monitors tickets and live chat 24 hours a day, 7 days a week, so help is always available.

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5. Contact Your Instructor for Course Questions

Customer Support can help with technical issues, but if you have questions about course content or assignments, you should contact your instructor.

Examples of instructor questions

• You need clarification on an assignment

• You do not understand a concept

• You want help with coursework

How to message your instructor

1. Go to your Student Dashboard.

2. Find the course box for the class.

3. Click either:

   • The instructor’s name, or

   • Message Teacher

This will open a message window where you can send a message to your instructor.

Instructor response times

Instructors typically respond within 24 hours, Monday–Friday during U.S. business hours.

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6. Check Your Message Center

When your instructor replies, the message will appear in your Message Center.

How to check messages

1. Click the envelope icon at the top of the page.

2. A red notification bubble will show if you have unread messages.

3. Open the Message Center to read replies from instructors or other departments.

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Need Help?

If you have questions, reach out right away. Our teams are here to support your success.

You can:

• Search the Knowledge Base

• Submit a support ticket

• Use Live Chat

• Message your instructor for course-related questions

We’re here to help you succeed in your courses!