For more assistance, please email support@tel-education.org directly or submit a ticket by using the form available in this link. Our goal is to get you the answers you need as quickly as possible. Providing all the necessary information in your initial request helps our dedicated support team understand the issue right away and connect you with the proper resource or person.
Please consider including all relevant information listed below so that our team can address your request as soon as possible:
1. Your Full Name
Include the same name you used when enrolling for your course(s).
2. The Email You Used to Enroll
If you are contacting us from a different email address, please include the email you used when you registered for your TEL courses. This helps us locate your account immediately.
3. The Course Title/Instructor Name
Provide the exact course title or instructors name as seen in Canvas.
For example:
- "English Composition II with Professor Gregg"
If you’re enrolled in multiple courses, specify which course your question or issue is related to.
4. A Clear Description and the Location of the Problem
Describe what you are trying to do and what is happening instead. Be specific and include:
- The action you were taking (e.g., "submitting an assignment" or "Starting a virtually proctored midterm")
- The title of the course activity as seen in Canvas, or the location of the error (for example, “Mastery Assignment 1” or “Discussion 2”)
- Any error messages or unexpected behavior seen on your screen.
- When the issue began (e.g., "this morning," "yesterday," "a few days ago")
- Example:
- Student Question:
- “I’m trying to open my midterm in College Algebra, but I receive an Honorlock error that says ‘unauthentication error’ It started this morning. - Josh Smith”
- Typical Support Response:
- "Please review this link specifically troubleshooting the "Unauthenticated Error" message you have experienced when launching a virtually proctored exam with Honorlock. Along with our Troubleshooting Steps, you may review the list of Test Taker Quick Fixes available for students having difficulty properly downloading and enabling Honorlock before an exam. Please share where you are having trouble if this issue persists."
5. Any Steps You’ve Already Tried
Let us know what troubleshooting steps you’ve already taken. This prevents repetition and helps us move directly to new solutions. Information like the device and browser you are using may be vital for further technical assistance.
Example:
“I already cleared my cache and tried a different Chrome Profile to download Honorlock.”
6. Screenshots or Short Videos (Optional but Helpful)
If possible, include a screenshot or short screen recording of the issue or error message. Visual details help us diagnose the problem faster and more accurately.
7. When You Can Expect a Response
Our team works diligently to reply to all support requests as soon as possible. Most emails receive a response within 24 hours. However, response times may vary during holidays or periods of high volume of support inquiries at the beginning and end of semesters.
8. How to Submit a Support Request
You can contact TEL Support in one of the following ways:
For self-help options, visit our Knowledge Base for answers to frequently asked questions and troubleshooting guides. 9. Course Grading and Assignment Feedback Notice
As TEL Support members, we always encourage students to contact their instructor directly for any questions related to assignment instructions, grading, or other course content. Your instructor is the best person to provide detailed feedback, additional resources, and clarification specific to your course.
If you have recently uploaded multiple mastery assignments, please know that you are in line for grading. Students can generally expect to receive feedback on their most recent file uploads within 5–7 days of submission.
If you have questions about your submissions before they are graded, you can message your instructor through your course’s Canvas Inbox. Students have three attempts to upload their file before grading occurs, which means edits can be made until a score or feedback appears in the Grades section of your course. Only the most recent single file uploaded by students will be reviewed for grading, unless prior coordination has been made with your instructor.
After grades are posted, instructors typically respond to Canvas Inbox messages within 48 hours of receiving them. For any questions about your scores or feedback, don't hesitate to get in touch with your instructor directly through the Canvas Inbox.
10. Additional Resources