ILC Student Support Resources

Find valuable information on how to best direct your students when they have questions about their course, login, and policy and procedure.

For help with Career Training Programs, click here.

 

Course Assistance

Instructors are the best contact to refer students to who have questions about the content of the course they are enrolled in, and any associated quizzes, assignments and exams. Students enrolled in a currently active session can reach out to their instructor directly by posting in any open Discussion Area. Instructors have agreed to respond within 24 hours, M-F. Prospective students, and students who may not feel comfortable posting in the Discussion Area can reach out to our Student Support team via the Help link at your Online Instruction Center, or via email at ed2go.support@cengage.com.


TIP: Instructor led online classes instructors do not handle facilitation or administration of drops, transfers, extensions or refunds. There are links within each Discussion Area however, that will allow your student to contact ed2go Student Support directly about any of these matters.
 

Log In Assistance

Students may be directly referred to our Student Support Department for assistance.  They can be reached via the “Need more help” link at the bottom of the Help page of your Online Instruction Center, or via email at ed2go.support@cengage.com.

 

Drop, Transfer, and Refund Assistance

ed2go defers to your institutions policy as it pertains to drops, transfers or refunds of Instructor Led Online Classes, as long as the enrollment occurred in the last six months and the student has not completed the course. For more information about this process, please refer to these articles.

 

Extensions

Students enrolled in Instructor Led Online Classes are granted automatic, 10 day extensions beyond the Final Exam Due Date. You may view the course calendar in the Online Administration Center, under Tracking > Course Calendar. The last date listed for each month (Student Extension Period Ends) is the last day of the course with extension. If is still not enough time, you may request their payment be transferred to a new session by completing a Drop/Transfer Request Form, also found in the Online Administration Center under the Tracking tab.

 

Final Exam Retakes

Although students are advised that their first attempt at the Final Exam counts as their final grade, our partners have the ability to grant an exception as warranted. To grant an exception to allow a subsequent submitted grade to be counted as the final grade, or to reset their final grade, please contact the Partner Helpdesk, providing the student's name, email address and course title.

NOTE: Final grade resets can only be granted for open sessions.



 

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