Where can I find help with my account or course?

There are a number of ways to get help if you find you're stuck on something.

Check for an existing discussion in the course

If there is a Discussion page in the course, check if anyone has posted a discussion about this, or post your own, which your fellow course participants may be able to help you with.

Post a new discussion with [STAFF] in the subject heading

This will alert an instructor or TA to your post so they can assist you further. 

Look for your answer in an existing Help Center article

We may already have a helpful article that solves your issue. Feel free to browse articles here: https://stanfordonline.zendesk.com/hc/en-us.

Submit a request

If you don't find an answer to your question from the help articles, you can click on the "Submit a request" link at the top of the Help Center home page to send the platform support team your question.

Screen_Shot_2018-11-28_at_4.49.16_PM.png

You can also go directly to this link: https://stanfordonline.zendesk.com/hc/en-us/requests/new

You'll be prompted to enter your email, a subject, a URL for the page you're having trouble with, a description, and you'll also have the option of attaching a screenshot or recording a screencast.  These additional items often enable us to help you better and faster.

Here's an example of a helpful message that can enable us to quickly identify what the issue is.

 

It helps us help you better if you can also provide us with the following:

  1. The name of the course (if any) in question
  2. A link to the page that you are experiencing difficulty with
  3. What steps you are taking when you encounter difficulty 
  4. At which point you get stuck
  5. A screenshot of what you're seeing

Tips while waiting

While waiting for a response from us, feel free to try a couple of things on your own which might improve what you're seeing:

  • Access your course in a different browser
  • Reload the page
  • See if anyone else has noted this issue in the course's Discussion page
Have more questions? Submit a request