Support Resources for Students

Allison McComb Updated by Allison McComb

Support Resources for Students

When issues arise during a course session, your students will likely benefit from being directed to their Knowledge-Base, or the Student Support (Help Desk team) assistance. Use this guide to help you direct students appropriately.

This article also contains some quick go-to navigation and support articles you can feel free to refer students to if they would be helpful.

Please note: Unless a student issue involves the sharing of confidential information, we encourage you to be actively engaged in the resolution process.

Issue or question

Who to contact

Information

Canvas access, password reset, and other technical issues

eCornell Helpdesk

  • In-course chat feature
  • Email: ec_helpdesk@cornell.edu
  • Phone:  Toll Free, US:  1-866-326-7635, option 4
    International:  +1 (607) 330-3200

Arranging a course retake and questions about registering for another course

eCornell Helpdesk

  • In-course chat feature
  • Email: ec_helpdesk@cornell.edu
  • Phone: Toll Free, US:  1-866-326-7635, option 4
  • International:  +1 (607) 330-3200

Request for an extension (2-day or 5-day)

Course Facilitator (first. Though Helpdesk can approve extensions if needed).

Extension policy and process 

Wondering where their Certificate is

eCornell Helpdesk

Direct students first to this KB article, as there may be several reasons for a 'missing' Certificate.

Questions on re-certificate credits, CEUs, PDUs, etc.

eCornell Helpdesk

This KB article is also helpful.

Something wrong with the course or a course improvement recommendation

Course Facilitator

Verify the issue or recommendation the student is making. If you agree with the feedback, please log a maintenance ticket (do not share this link with students).

Student interested in becoming a facilitator

Job Board

Recommend pointing the interested party to Cornell's job board. All facilitator openings are posted there.

Student expresses a need for Accessibility Accommodations in our courses

eCornell Student Success Team

Direct students to fill out the form found on this page. They may email ec_studentsuccess@cornell.edu for any inquiries as well. 

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