Training Support

General InfoAccount MgmtCatalog MgmtTracking/Student MgmtAccounting/Billing

General Information

What is an Instructor Led Course (ILC)?

Our Instructor Led Courses are meant for informational purposes only and generally do not prepare students for entry-level employment nor national certification. We recommend these courses to those students who looking for a greater insight in a particular subject/field. Each of our Instructor Led Courses is six weeks long, with a ten day grace period at the end. To view the schedule, please go to your Online Administration Center and after logging in, go to Tracking > Course Calendar. The last date listed for each month (Student Extension Period Ends) is the last day of the course with extension. Two lessons are released every Wednesday and Friday for the six-week duration of the course. Students can expect to spend about two hours per lesson, two lessons per week. This adds up to about 24 hours of instruction for the duration of the six week course. Unfortunately, instructors are not available via email to students. However, there is a link within the classroom that will allow the student to comment on issues unrelated to the lesson (such as extension requests, problems, compliments, or complaints). Quizzes, assignments, the pretest, and participation in the Discussion Area don’t count towards overall score in the class. However, we recommend students participate and complete these, as these are tools to prepare students for the final exam. Their score on the final exam will determine whether they successfully complete the course or not, and it may only be submitted once.

What is a Career Training Program (CTP)?

The Career Training Programs are specifically designed to prepare students for entry level employment, offer many more hours of instruction, and may also prepare students for a national certification. Materials and testing fees may also be included in the cost of these programs. We recommend these courses to students who are sure about their career path, and are looking for immediate employment in that field after completing the course

Account Management

I can’t login. What do I do?

If you are having issues logging in at https://admin.ed2go.com/, you can select “Forgot Your Password?” If you provide us with your email address and click “Submit”, a password reset link will be emailed to you. If you are still having issues accessing your Online Administration Center, please reach out to us at [email protected].

If I have multiple websites, how do I access them once logged in?

You should see a dropdown at the top of the page in a black bar that allows you to toggle between your different websites. If you have both an Instructor Led Course website and a Career Training Program website and they have the same name, the two links will look the same; you will need to click on them to see which is which. The Instructor Led Course Online Administration Center has eight tabs at the top including “Account” and “Tracking”, where the Career Training Program Online Administration Center only has three “Home”, “Students”, and “Catalog”.

How do I change my contact information?

To update your ed2go Instructor Led Course contact information and online account profile, please log into the Online Administration Center at admin.ed2go.com and click on Account and update the following:

  1. Program Manager Name and Contact Info
  2. Student Representative Name and Contact Info
  3. Billing Representative Name and Contact Info
  4. Set-Up/Manage Users

Also, please verify the contact on the Roster Change Notification and correct as necessary. This can be found under Tracking > Roster Change Notification. If changes are needed for your Career Training Program Online Administration Center, please email [email protected].

How do I add another administrative user?

If you would like to add a new user to the Instructor Led Course Online Administration Center, you can log in and go to Account > 5. Set-Up/Manage Users. If changes are needed for your Career Training Program Online Administration Center, please email [email protected].

How do I update my enrollment confirmation notifications (ILC)?

To update the contact information for your Instructor Led Course enrollment notices, please visit the Online Administration Center and follow the instructions below:

  • Log into the Online Administration Center
  • Go to the Tracking tab and go to the “Roster Change Notification”
  • Click “Add a new recipient” to add a new email contact to these notices   -OR-
  • Click “Remove” next to the recipient that no longer wishes to receive these notices

If changes are needed for your Career Training Program Online Administration Center, please email [email protected].

How do I add a logo to my website?

To upload/update your Instructor Led Course school logo, please go to your Online Administration Center and click on Account > 8. Customize Online Instruction Center > Upload School Logo to Home Page. Rules for uploading files:

  • Solid white background
  • 250 pixels wide
  • 75 pixels tall
  • 25 Kb max file size
  • File must be of file type GIF

How do I update my enrollment emails to students?

If you would like to customize your enrollment emails that are sent out to students upon registration for your Instructor Led Courses, you can log in and go to Account > 6. Enrollment Settings. Here you can add a custom message that would go to each student after they enroll.

How do I change my color scheme?

If you would like to change your color scheme for your Instructor Led Course Online Administration Center, you can log in and go to Account > 8. Customize Your Online Instruction Center and then click on “Select a Pre-Defined Palette”.

How do I change my certificate of completion information or required passing score?

If you would like to change your certificate of completion for your Instructor Led Courses, you can log in and go to Account > 7. Certificate of Completion Info. Here you can choose to turn on or off the downloadable certificate of completion, modify what the certificate says, add tracking units, or change the minimum required percentage for passing the course.

How do I change my certificate of completion information or required passing score?

If you would like to change your certificate of completion for your Instructor Led Courses, you can log in and go to Account > 7. Certificate of Completion Info. Here you can choose to turn on or off the downloadable certificate of completion, modify what the certificate says, add tracking units, or change the minimum required percentage for passing the course.

Catalog Management

How do I update my pricing in bulk?

Below is a link to a video with step-by-step instructions on how to update your pricing in bulk. http://vimeo.com/groups/151109/videos/48391495 If you have elected for ed2go to automatically add new courses to your catalog at a set default price, please also update your default pricing under Catalog>Settings>Content Providers>ed2go.

How do I customize section numbers?

To add new section numbers to currently offered courses, click on the course title link and add the section number for up to 18 future sessions.  This particular process will need to be completed annually, or anytime a section number change is needed. You may also refer to the Import tool, to import/export section numbers on a bulk scale.  The Import Catalog tool can be found under Catalog > Advanced Features.  You would first export your existing catalog, then use that same exported file to note your section numbers.  Once saved, you would import that file back into your catalog under Catalog > Advanced Features.

How do I add/remove/edit a course?

To add or remove a course from your catalog, please do the following:

  1. Log in to the Online Administration Center at admin.ed2go.com.
  2. Click Catalog.
  3. Type the course title or keyword into the Search box.
  4. Click the check box to the left of the course title then click “Add” or “Remove” from the navigation menu.
  5. Enter your retail price under the Price column.
  6. Click Save for current or all future sessions as applicable.

How do I view discontinued courses?

A complete list of discontinued courses is now available in your Online Administration Center, by using our catalog management tool. To view them, open the Labels filter from the left-side Display Filters menu, and click on Discontinued.

How can I export/download my catalog?

You may download your catalog in the Online Administration Center under Catalog > Advanced Features > Download Catalog. It will export a CSV file based on filtered criteria you select. For example, if you only want to export courses currently being offered, you would first use the filters to list all “Offered Courses” only. Then select all courses, then go to Advanced Features > Download Catalog.

How do I view the Course Calendar?

To view the schedule, please visit your Online Administration Center, and after logging in, go to Tracking > Course Calendar. A description of each date is listed at the bottom of the calendar.

Tracking/Student Management

Instructor Led Courses (ILC)

How can I verify a student?

To verify a student, please follow the instructions below. Once verified, students who’ve lost access will immediately have access into the course

  1. Login to the Online Administration Center.
  2. Click Tracking.
  3. Click Roster Management.
  4. Search by Student Name or Email Address.
  5. Click the Verify checkbox next to the student’s name and click Submit.

How do I enroll a student myself or enroll a student who is paying our school directly?

If you need to accept offline payment from students, companies, or 3rd party payment providers, you can do so by using the Enrollment Tool from your Online Administration Center. Simply collect payment, then enroll the student via this tool by entering the student’s name, email address, course title and session start date. You’ll also have the ability to enroll a student in multiple courses at once. Verification will occur at the time of enrollment. The student will be emailed all necessary account and course access detail upon completion of your request. At this time, your institution will also be emailed an enrollment confirmation. To view the tool now, please log into the Online Administration Center and go to Tracking > Manage and Enroll Students. If you’d like to view a video walkthrough of this tool, please follow this link: https://vimeo.com/113453086.

How do I submit a session transfer for a student’s course?

We defer to your school’s drop/refund/transfer policies as long as the enrollment occurred in the last six months, and they have not completed their course. If you’d like to approve the transfer, please submit a drop request form at the Online Administration Center. To submit a drop request form at the Online Administration Center:

  1. Go to admin.ed2go.com and log in.
  2. Click Tracking.
  3. Click Drop Request Form.
  4. For Action, select “Transfer”.

If the student paid online or is already verified and asked to transfer to a new month, please indicate this on the form, and we will automatically transfer the student and reapply the existing payment. The student will not have to reenroll in the course.

How do I transfer a student’s enrollment to a different course?

We defer to your school’s drop/refund/transfer policies as long as the enrollment occurred in the last six months, and they have not completed their course. Unfortunately, transfers can only be made to transfer the same course to a different session, not a different course. In order to complete this, you must submit a drop for the student’s incorrect enrollment and direct them to re-enroll in the correct course. If you’d like to approve the refund so they can enroll in the correct course, please submit a drop request form at the Online Administration Center following the instructions below. To submit a drop request form at the Online Administration Center:

  1. Go to admin.ed2go.com and log in.
  2. Click Tracking.
  3. Click Drop Request Form.

Once you submit your request, our billing department will issue a refund to the student since they paid online, and their credit card will be refunded in 3-7 business days. In the meantime, please ask the student to return to your Online Instruction Center to complete enrollment and orientation for the new course. You do not need to wait until the drop is processed in order to direct the student to submit the new enrollment.

How do I submit a drop request for a student’s course?

We defer to your school’s drop/refund/transfer policies as long as the enrollment occurred in the last six months, and they have not completed their course. If you’d like to approve a refund, please submit a drop request form at the Online Administration Center. To submit a drop request form at the Online Administration Center:

  1. Go to admin.ed2go.com and log in.
  2. Click Tracking.
  3. Click Drop Request Form.

Once you submit your request, our billing department will issue you a credit memo that you may apply to your next ed2go invoice, or if they paid online, their credit card will be refunded in 3-7 business days.

Can I reset my student’s final exam?

A score of 0% usually indicates an issue at the time of submission, usually from the window timing out after 4 hours or having more than one class window open when taking or submitting the final exam.  We can update the student’s score or reset the exam if you wish. This is at your school’s discretion to offer to the student. If you would like to reset or update the student’s exam to a later attempt, please email your request to [email protected] with the student’s name, email address, and course title.

Can students request extensions?

Since the student is enrolled in a six-week online course, there are automatic extensions of 10 days for each course. To view the schedule, please go to https://www.ed2go.com/admin and after logging in, go to 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 can submit a transfer by completing a Drop Request Form in your Online Administration Center. If the student paid online or is verified and asked to transfer to a new month, please indicate this on the form and we will automatically transfer the student and reapply the existing payment. The student will not have to reenroll in the course. To submit a drop request form at the Online Administration Center:

  1. Go to admin.ed2go.com and log in.
  2. Click Tracking.
  3. Click Drop Request Form.
  4. Select Action: “Transfer”.

How do I view the Course Calendar?

To view the schedule, please go to https://www.ed2go.com/admin and after logging in, go to Tracking > Course Calendar.

Can students be granted credit for a course?

Since ed2go is not accredited, we do not directly offer students credit for our courses nor do we have an approved list of courses for any programs, as each agency/association may have different policies. My suggestion is to refer the student back to their agency to determine the type of course they will approve credit for. If they have specific course titles in mind, the student should present the agency with the course description and syllabus so they can make this determination.

How do I edit a student’s name?

If a student’s name is incorrect or needs to be updated, please email the request to [email protected].

How can I edit a students’ contact info?

The student can update this themselves by logging into the classroom. I’ve listed the instructions below for your reference. To edit your account information, please follow these steps:

  1. Go to your school’s ed2go website.
  2. Click My Classroom or the Sign In link at the top of the page.
  3. Log in using your email address and password.
  4. Click the My Account heading on the right corner of the page, then Edit.
  5. Change the desired information.
  6. Click Update Account to save your changes.

You can also email [email protected] for assistance with student contact updates.

How do students access their certificate of completion while course session is still open?

Here are the instructions for the student on how to print the certificate while the course session is still active:

  1. Log into your school’s ed2go website and enter My Classroom
  2. Click the “Completion” link, located at the bottom of the navigation menu on the left of the page.
  3. Go to bullet #2 and click on Completion Letter.
  4. The file opens in PDF format. Click OK to open or save the file to your computer.

How do students access their certificate of completion once course session has closed?

To print out the certificate of completion once the course session has ended, please have the student follow these steps:

  1. Go to your school’s ed2go website.
  2. Click My Classroom.
  3. Log in using your email address and password.
  4. Locate the Previous Courses section on the left side of the page and Click Certificate, which is underneath the course title.

My student cannot login?

Students can request a password reset at the login screen of your website. If they are still unable to access their course, students may be directly referred to our Student Support Department. They can be reached via the “Need more help” link at the bottom of the Help page, via email at [email protected] or by calling 800.701.8755 option 2.

I can’t find my student who says they registered?

To find a student, please log in at your Online Administration Center, and go to Tracking > Student Search. Here you can simply search by either first or last name and then hit “View”. If you cannot locate a student here, please email [email protected] with their first and last name, email address, and course title, and we can provide further assistance.

How can my students re-access their course materials?

Unfortunately, once the course session closes we can no longer make the course materials available. If the student needs to access the course materials again, they will need to re-enroll in the course.

How can my student contact the instructor?

Unfortunately, instructors are not available via email to students. Instructors are available to students via the discussion area within their classroom; students can expect a response within 24 hours, Monday-Friday, with the exception of holidays. There is also a link within the classroom that will allow the student to comment on issues unrelated to the lesson (such as extension requests, problems, compliments, or complaints). The “click here” link can be found at the top of each lessons’ discussion area.

Instructor Led Course Refund Policy

We defer to your school’s drop/refund/transfer policies as long as the enrollment occurred in the last six months, and they have not completed their course. Please refer to the FAQs above regarding how to request drops or transfers.

Accounting/Billing

Career Training Program Questions

For accounting questions regarding a Career Training Program registration, please email: [email protected]

Instructor Led Course Questions

For accounting questions regarding an Instructor Led Course enrollment, please email: [email protected]

Online Payment Service Receipts

To obtain a student receipt for an online payment made through our Online Payment Service, please direct students to email their request to the following with their full name, email address, course title, and session date: [email protected]

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