How To Get Support

When teachers should use Support

Use Support when:

1. You cannot find your class.
2. Students cannot access the course.
3. A student is missing from the roster.
4. A course was added incorrectly.
5. An assignment or submission is not working.
6. Reports or progress information are not appearing as expected.
7. You are unsure what to do next.

Before contacting Support

Gather this information:

1. Your school name.
2. Your role.
3. Your class name.
4. The course name.
5. The student name, if the issue affects one student.
6. The lesson, module, assignment, or assessment name, if relevant.
7. What you expected to happen.
8. What happened instead.
9. A screenshot, if one is easy to provide.

Student support route

Students should start with their teacher, coordinator, or assigned school contact for:

1. Login issues.
2. Access issues.
3. Deadlines.
4. Grades.
5. Credit.
6. Pacing.
7. Attendance.
8. Local requirements.
9. Local AI policy.
10. Approved tool questions.

Teacher support route

Teachers should use Support for:

1. Platform steps.
2. Access issues.
3. Class setup questions.
4. Course setup questions.
5. Student progress questions.
6. Technical questions.
7. Unresolved launch problems.

WBL support route

For Work-Based Learning, students should start with their teacher or assigned school contact for platform access, deadlines, grades, credit, pacing, local requirements, local AI policy, and agreement questions.

When 220 Office Hours are available, students may use them for project work questions, assignment questions about the workplace task, deliverable improvement, presentation preparation, revision decisions, and questions about making work more complete.

Before using Office Hours, students should bring:

1. The rotation name.
2. Their deliverable or work in progress.
3. One specific question.
4. The part of the task where they are stuck or trying to improve.

Need more help?

Open Support from the platform or Help Center.