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STUDENT-Reaching out to the eAcademy™ Help Desk
STUDENT-Reaching out to the eAcademy™ Help Desk

This article shows students when and how to reach out to the eAcademy™ Help Desk

Sue Soltis avatar
Written by Sue Soltis
Updated over a week ago

Welcome to the eAcademy™ Help Desk! As you complete your courses, there may be times when you need assistance. Click here for some frequently asked questions.

HELP DESK HOURS:

Monday through Friday, 8:00 am to 4:00 pm Eastern Time

WHEN TO CONTACT YOUR HOME SCHOOL DISTRICT:

Please reach out to your home school district if you need to schedule or drop a course, have issues with district-issued equipment, or have login issues.

District Login Page: Make sure to select your home school district on the District Login Page (https://www.wiueacademy.org/login).

Login Name: Remember to use your complete school email address.

Password: Use your school-issued password. If your password does not seem to work, please contact your school district for assistance. We do not have the ability to correct school-issued passwords.

WHEN TO CONTACT YOUR ONLINE TEACHER:

Please reach out to your online teacher if you have a question about your grades, need to know how to complete an assignment, or need a quiz or assignment extension.

WHEN TO CONTACT THE eACADEMY HELP DESK:

~ Course issues: Videos will not play or unable to hear sound / Unable to open a document / Unable to get to a website

~ Parent/Guardian login issues: Unable to log in / Forgot password

~ Technical issues: WIU-issued Laptop, MiFi, or power cord not working

OPTIONS TO CONTACT THE eACADEMY HELP DESK:

Option 1: Use the eAcademy Help Desk System

From the Genius login page and Moodle

1. Click the live chat icon at the bottom right of the page to request help.

2. Answer all the question prompts.

~ Your first and last name

~ Your email address

~ Your role (student or parent/guardian)

~ The system you're having issues with (Genius, Moodle, Buzz, Pearson-Buzz, Schoology, or Other/Unsure)

~ A detailed description of your issue so we can help you more quickly. Remember to be respectful and use school-appropriate language.

3. The eAcademy Help Desk will assign your issue to one of our staff members and may suggest an article that might help you.

4. If a staff member is not immediately available to answer your question, you will receive an email message and can continue communicating with the Help Desk through email.

5. When finished with the request, click the live chat icon a second time to close the message window.

From Schoology

Click eACADEMY HELP DESK at the bottom of any Schoology page and answer all the question prompts.

1. Click Live Chat.

2. Answer all the question prompts.

After clicking the arrow at the top left of a message window, you have three options.

1. Continue the conversation you were having with a help desk staff member by clicking the blue arrow to the right.

2. Start another conversation by clicking Send us a Message. If it is after hours, you will see when we will be back online to respond to your issue. If you had previous conversations, you will also see a link to See all your conversations.

3. Find your answer now by typing a keyword in the Search our articles field and clicking the arrow. Any articles related to your issue will be displayed.

To close the live chat, click the live chat icon at the bottom right of the page.

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