Unfortunately, there are circumstances where students will need technical support.  Fortunately, these instances are very rare, and can almost always be resolved within minutes!  UGotClass staff are available to assist students with anything they may need, but sometimes students may reach out to you for guidance instead of us. Of course you can always refer these students to us or forward their messages, but in the interest of great customer service, here are the most common student issues and their resolutions.

• My student has not yet received their invitation for the course.
  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 settings. Please contact us at info@ugotclass.org and we will forward our copy of the student’s invitation.
• My student accepted their invitation, but is now receiving an Error Message.
  This student's web browser was already logged into their UGotClass account, so their new course is not yet reflected.  All the student needs to do is log out of their account, and then re-enter their login information.  Logging out and then logging back in seems like a simple solution, but it will solve about 90% of the student issues we receive.  If your student does not remember their login information, let us know and we will send it to them in an email.
• My student is trying to log in, but their login information disappears from the webpage.
  The student has two options to resolve this issue with Internet Explorer.  They can eitheruse a different web browser (Chrome, Firefox, Safari, etc.) to resolve the issue instantly or they can clear their cache and reset their IE settings.  Instructions can be found at the hyperlinked sites.
• My student received their Certificate, but it looks like it is blank.
  Every Certificate issued by LERN has been completely filled out in our classroom software.  If students are unable to view the completed fields, their computer is using an outdated version of Adobe Reader.  They can upgrade here for free.

You can view or download our most Students' Frequently Asked Questions handout for more details.  Please feel free to send any student issues, questions, or concerns to us at any time.  UGotClass staff are available Monday - Friday from 8am - 5pm CT.

info@ugotclass.org

Our “UGotClass 101” series of blog posts is here to help our partners navigate through the partnership.  View All UGC 101 Posts