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Customer Support Mail Bag

September 25, 2012

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photo high school teacher and four students

Our Customer Support team is happy to help with any questions you may have. Here are the most frequently asked questions and answers from the past month. Let us know what you would like to see answered next time!


Q. What do I need to know as a/an Teacher/Administrator at the beginning of the year?

Great question! You can view the Teacher or Administrator Getting Started Guide for help with the most common tasks for the beginning of the year. It is located at the top right of your Teacher/Administrator Home Page.

Q: As an Administrator, how do I create an individual student or teacher account?

  1. Click the link labeled Accounts on the Administrator Home Page
  2. Click the link labeled Add New User in the box labeled Actions
  3. Enter the user's information into the appropriate fields:

For Teachers (Select user type Teacher)

    1. First Name
    2. Last Name
    3. Login ID (check your school's or district's format)
    4. Email address (if available)
    5. Grant access (if teacher has students in multiple schools in the district)

For Students (select user type Student)

    1. First Name
    2. Last Name
    3. Login ID (check you school's or district's format)
    4. Identification Number
    5. Grade Level

4. Click Save

Q: How do I move a teacher or student between schools in my district?

  1. Click the link labeled Accounts on the Administrator Home Page
  2. Select the appropriate user type in the Report Options box at the top of the page
  3. Locate and select the checkbox for the user who needs to be moved
  4. At the bottom of the page click the link labeled Move checked accounts to another school
  5. Choose the appropriate school for the user
  6. Click the button labeled OK

Q: What does the ID/Email field on the login page mean? I entered my email address, but it wasn't recognized.

Thanks for giving us a chance to explain this one. Students and teachers can use their email address as an alternate login ID if they have included their email address on their account. To check whether your account includes your email address:

  1. Click the link labeled Profile on the Student Home Page or Teacher Home Page
  2. Verify the correct email address on your account, or update the information to include your email address

In addition to using your email address as an alternate login ID, students and teachers can retrieve forgotten login IDs and passwords 24/7 via email by using the Forgot ID/Password link on www.castlelearning.com.

Q: I am a teacher, and while I was creating one of my classes I couldn't find a student. What is the best way to tell Castle Learning?

School enrollment information certainly does change, and occasionally students move into a school or district after the enrollment information has been uploaded. If you cannot locate a student for one of your classes, use the link labeled Notify Support about Missing Students on the Add Students page. You can report multiple missing students on one form by using the plus sign to add another set of fields for student information. When we receive your submission, Castle Learning Customer Support will notify an Administrator account holder at your school or district to approve and assist in creating the account you're missing.

Have a question for the Mail Bag? Send it to support@castlelearning.com

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