Refer Students to ed2go for Support

ed2go offers various support for students regardless of the type of course or program they are enrolled in. However, the available support type varies based on their individual course or program type, and whether or not they are currently enrolled.
 
Here is an overview of available support:

 

Instructor Led Online Classes


Student Support

Students have access to our Student Support services team via the Help link at both the Online Instruction Center and within My Classroom. Questions about accessing the online classroom, changing or resetting their password, correcting their e-mail address, or any other administrative tasks can be answered by completing the Email Help Form or by emailing ed2go.support@cengage.com. Student Support is available Monday through Friday from 7am-5pm (Pacific), and via phone at 800.701.8755 option 3. Requests will be responded to within 24 business hours.
 

Student Representative

Your institution's designated contact, the Student Representative is assigned to directly assist students with questions about your institution's specific policies, such as drops, transfers, and refunds. Contact information for the Student Representative is maintained in your Online Administration Center, and is displayed in your Online Instruction Center under the About Us page. Since ed2go defers to your policies for Instructor Led Online Classes, we will refer students to the Student Representative for any related questions they may have.
 

Instructor

Instructor Led Online Classes instructors are not available via email to students.  Enrolled students may communicate with their instructor via the Discussion Area. There is also a "Help" link within the classroom that will allow the student to comment on issues unrelated to the lesson (such as problems, compliments, or complaints). 

Prospective students can reach out to Student Support with any questions. They can be reached via the “Need more help” link at the bottom of the Help page or via email at ed2go.support@cengage.com.

 


Career Training Programs


Prospective Students

Admissions Counselors are ed2go’s course experts. Prospective students can be referred directly to our Admissions Counselors for assistance with program selection, program mechanics, and enrollment assistance. They can be reached at (855)580-6806. When your student is ready to enroll, if ed2go manages your Career Training Program enrollments, we will take the student's credit card payment or assist them with our loan application. If your institution manages these enrollments, the student cannot pay us directly, or the student is being funded by a third party, we will refer the student back to the Student Representative at your school to complete their enrollment.
 

Active Students

Students have access to their Facilitator via email through a link in the Student Center and a second link in the Classroom. Students may also have a phone number, office hours, and a live chat handle provided to them. The contact information will be shared in the Welcome email once the student is enrolled. Students can contact their facilitator with questions about their lessons, quizzes, assignments, and other course materials. Facilitators will reply via email within 24 business hours.
 
Students are assigned a Student Advisor at the time of registration and provided direct contact information via email. Students will have a link to their Student Advisor's email in the Student Center and a phone number is provided as well. You may also ask the student to reach out to their Student Advisor for any questions they have regarding their Career Training Program. If students are unsure of who their Student Advisor is and unable to log in to the Student Center, they may email their request to ed2go.advisor@cengage.com.
 
Advisors work 1:1 with students setting educational goals, managing academic progress, providing opportunities through externship programs, and providing personalized assistance in securing employment upon completion of their program. Advisors are able to track student progress and if they notice a student hasn’t progressed or logged in over the course of a couple weeks, they will reach out to that student and see how they can help get them going again. Our advisors may even set small goals to drive them to move forward and get closer to completion. Student Advisors also stay in constant communication with the facilitators of our career training programs. This allows our advisors and facilitators to communicate student needs or concerns and if necessary create a plan of action to keep the student on track.

 

Completed Students

Students may reach out to their Student Advisor for any assistance needed after they complete their Career Training Program, including Career Services, assistance with exam vouchers, and externship availability. If students are unsure of who their Student Advisor is, they may email their request to ed2go.advisor@cengage.com.
 
 

Career Online High School

ed2go Student Support

Students have access to our Student Support services team via the Help link at both the Online Instruction Center and within My Classroom. Questions about accessing the online classroom, changing or resetting their password, correcting their e-mail address, or any other administrative tasks, can be answered by completing the Email Help Form or by emailing ed2go.support@cengage.com. Student Support is available Monday through Friday from 8am-5pm (Pacific). Requests will be responded to within 24 business hours.
 

Smart Horizons General Support and Academic Coaches

Enrolled or previously enrolled students with questions regarding transcripts, certificates/diplomas, course content and related issues can be referred directly to ed2goenrollment@shcoe.org. In addition, once students gain access to Part 2 they are assigned an Academic Coach and may contact them at any time via the Academic Support link, located on the homepage of the Career Online High School homepage.

 

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