Make sure your front line staff know enough about UGotClass to answer potential students' questions.

New LERN recommendations state that your front line staff should be able to answer about 90% of student questions. You and your students are always welcome to contact UGotClass staff with questions at any time; however, it is rare that students need any type of technical support from us. Here are answers to some of the most common questions that students ask.

“I am thinking about taking this online UGotClass course. Can you tell me how it works?”
Once inside the classroom, here’s what you can expect:

• Discussion – Post written comments in the online discussion with your fellow participants and the Instructor. Your instructor will log in a few times each week to facilitate the discussion area and answer your questions.
• Readings – Courses have online readings, PDFs, and/or links to outside articles and resources.
• Presentations – View slides and listen to audio lectures recorded by your Instructor, YouTube videos, or other audio-visual materials provided by your instructor.
• Self-Quizzes – Each Unit has a self-quiz to test yourself. You’re welcome to retake these quizzes as many times as you’d like to.

To give you a better idea of how these items work together, you and your students can view a 3-minute classroom demo video here.  If your students are curious about the material covered in the course, you can find a full course description, weekly agenda, course outcomes, and learning objectives on the UGotClass webpage. Otherwise, have them send their questions for the instructor to info@ugotclass.org, and we will make sure they have their questions answered in a timely manner.

“I signed up for an online course that begins this week, but I haven’t received any information for my class. How can I gain access?”
We issue invitations automatically from our classroom software. Because these invitations are coming from an automated email address, they are sometimes filtered out as spam depending on the student’s email and privacy settings. Please contact us at info@ugotclass.org and we will forward our copy of the student’s invitation. Although rare, sometimes there are typos with the students’ email address, so please make sure to include their correct email address as well.

“I received my invitation, but I can’t log in. What do I do now?”
When students accept a new invitation, their web browser may have archived a version of their account that does not yet include the new course. Around 95% percent of the errors that students encounter with our classroom can be fixed by simply logging out of their account, and then logging back in. If this does not solve the issue, feel free to refer the students to us at info@ugotclass.org for further assistance – they may need to change some settings within their browser, and we can forward them instructions to do this.

“My class is going by faster than I thought it would. I don’t have time to complete the course by the final date. What can I do to get an extension?”
Students are automatically given one extra week after their course ends to make any last minute completions. So if their course is scheduled to end on Friday, April 29th, they have until Friday, May 6th to make any final changes before we begin marking student completions. If the student needs more time than that, we can allow them an extra week to make their completions – just send us an email when they have finished, and we will go back and update their status.
If it seems like the student won’t have time to make their completions by a week or two after the course ends, we can transfer them into the next session of the course – no questions asked. Just send us an email to request a transfer, and we will add your student to the next session, free of charge.

“I signed up for this course because I thought I would learn about X, but the course is actually focused on Y. I don’t think this course is quite what I was looking for. Can I have a refund for this course?”
Absolutely! UGotClass offers a full money back refund to any student who requests a refund during the first two weeks of the class, no questions asked. Of course, since your department is the one that accepted the money from the student, the choice is ultimately yours. We will mirror your refund policy, and if students reach out to us to request a refund, we will make sure to check with you.  Of course, if there is another UGotClass course that covers the material they're looking for, we can drop their enrollment in the first course, and switch them to the other course without issuing a refund.

“I’ve completed my online certificate program, and the courses were excellent; however, the certificate that I received has a lot of blank spaces. Why isn’t my name on the certificate anywhere?”
Instead of manually creating each student’s certificate by hand, they are automatically created in our classroom software. This means that the fields for their name, number of CEUs earned, certificate title, and partnering organization name are filled in to a template and then emailed as a PDF Certificate. If students are unable to view the fields on their computer, it’s likely that their PDF viewer software is out of date. Students can download the latest version of Adobe Reader for free.

If your students have questions or concerns that you are unable to address, please encourage them to reach out to us by emailing info@ugotclass.org at any time.  We will respond as soon as we are able.