Even though it’s our top priority to keep the platform working smoothly for you and your students, there’s always the possibility you’ll run into a bug or glitch when using any piece of technology.
It’s important to us to take care of bugs FAST — so you can rest assured that your students are taken care of, and keep your focus on creating your work!
If something doesn’t seem to be working, the first thing to do is rule out any issues happening with your browser. Try these tips to clear any browser issues that might be interfering.
Still having a problem? We're here to help. To resolve it quickly, please provide the following details...
Here's The Info We Need:
Please provide ALL of the following details to ensure a fast resolution!
1) Email address of YOUR course creator account
2) Course name (if applicable)
3) Specifically where in your account we should look, to see an example of the problem
ie: Training Notes for Module 1, Training 1
Even if it's happening in multiple places, please send us one specific example of exactly where we can go to see it
4) Brief description of the issue.
5) How are you viewing the course- in admin preview, or as a student?
If you're viewing the course as a student: what's the email address of the student that you're using to view the course?
6) If you have students reporting a problem, please send us the email addresses of one example student who's experiencing the issue
Important: even if it's happening for multiple students, please send us the email of one sample student who's experiencing the issue
7) To speed up troubleshooting, we highly recommend including screenshots or a short screen recording showing the issue. This helps us diagnose the problem much faster! (For clarity, please list out the info above, as well as shooting us a quick screen video).
8) If a student is experiencing this issue on a mobile device, please provide the device model (e.g., iPhone 12, Samsung Galaxy S21) and the operating system (iOS/Android version, if known).
Sending us this info upfront will help our team get the issue resolved FAST, so you can stay focused on creating your amazing work!
Drop us a note using the green chat widget, or send an email to support@xperiencify.com - we’ll be back to you asap, and get you all taken care of.