LearningCounts User Enrolled in an Incorrect or Dropped Course

Incorrect/Dropped Courses Showing in Canvas

It is unlikely that a student would contact us in regards to a dropped course. All inquiries regarding an incorrect course listed in a user's Canvas account should be escalated to: [e-mail]

Be sure that "HELPDESK ESCALATION" appears at the top of your message:

*** HELPDESK ESCALATION ***

Dear LearningCounts Student Help,

The following student reported that they should not be in the course ______________. Here's the information they submitted:

First Name: ________________
Last Name: ________________
Username: ________________
Email: ________________
Phone: ________________
Course(s): ________________

Please let us know once their account has been updated or if you have any instructions for us to share with the user. We will keep this ticket open until we can follow up with the user regarding a resolution.

Send the following message to the user:

Dear Student,

We have forwarded your information for further investigation. We apologize for this inconvenience. We will let you know as soon as we have more information regarding the course ______________ appearing in your Canvas course list.

In the meantime, please let us know if you have any additional questions or concerns regarding your Canvas account and we will be happy to assist you further.

Note: The ticket should remain open until we hear back from Institution AND the user is notified that the case is resolved.