Help & Technical Support

Attention: Internet Explorer users for Canvas courses
As of August 3rd 2019, Internet Explorer will no longer be supported in Canvas (announcement here). We recommend the use of the Mozilla Firefox or Google Chrome browser when accessing Canvas. Please see our “Recommended Software” page for more information about these browsers. You can view Canvas’ supported browser page here.

Please review the list below to determine the best point of contact for your issue. If you do not see your issue listed below, please reach out to Technical Support for further assistance.

Course Help

  • Questions about syllabus, rubric or course material
  • Questions about grade
  • Broken links in course or issue accessing course material
  • Assignment/Assessment reset requests
  • Requests for extensions
  • issues during assignment submission
  • Assistance with submitting assignments or discussions


For the issues listed above, please reach out to our Course Help Hotline at 1-877-852-5692. Additional information about the course helpline may be found here.

Technical Support

  • MyExcelsior account issues
  • Issue accessing course environment
  • Issue accessing college website
  • System Requirements
  • Technical issues during assessments/practice exams
  • Assistance installing tools on the requirements page
  • Assistance with browser settings/cache


For the issues listed above, please reach out to Technical Support:

Technical Support available 24 hours a day, every day.

The availability of different levels of support does vary. Please refer to note below

Availability of Technical Support

Level 1 24/7/365 including College holidays

  • Username/password issues
  • Accessing the College website, online courses, online exams, practice exams
  • Browser settings
  • Escalate requests to Level 2 support as needed
Level 2 Monday – Thursday 9:00 am to 9:30 pm ET
Friday 9:00 am – 4:30 pm ET
Saturday & Sunday 9:00am – 3:00 pm ET
Excludes all College holidays

  • Provides Level 1 support
  • Troubleshoots all technical problems related to Excelsior College’s website and online courses/exam/practice exams
  • Monitors requests that need to be escalated to Level 3 support and keeps the customers up to date on the progress
Level 3 Monday through Friday 9:00 am to 4:30 pm ET, excludes all College holidays

  • Administrators working in the Information Technology department as well as various departments throughout the College that receive requests escalated by Level 2
  • Some research and investigation at this level might be required