Support requests come in either through emailing support@discoveryk12.com, info@discoveryk12.com, or by filling out the online Support Request Form inside accounts. Support Request Forms are emailed to support1@smsdelivery.net and stored under Formidable – Form Entries.
Outside of general new account questions, the following support requests are typically received:
Grade Level Change – Grade levels can be adjusted by going to Users -> All Users, entering the Username of the student or the Parent’s Email Address to locate the account. Change the Role to the appropriate grade.
Unlock Account – After 3 unsuccessful login attempts, an account will go to a Locked mode. Accounts can be unlocked by going to Users -> All Users, entering the Username of the student or the Parent’s Email Address to locate the account. Click the “Unlock” link.
Change or Reset Password – Passwords can be changed by going to Users -> All Users, entering the Username of the student or the Parent’s Email Address to locate the account. Click to Edit the account. Enter a new password on the page.
Below are standard examples of support responses:
“I’ve changed the grade to 3rd. If you need more help, let us know.”
“I’ve unlocked the account, and also reset your password to: XXXXXXXX. If you need more help, let us know.”
“I’ve unlocked the account. If you also need us to reset your password, let us know.”
“I’ve reset passwords on all of your accounts. Below are their usernames and new passwords. If you need more help, let us know.”
PARENT/TEACHER ACCOUNT ORDER FOLLOW UP EMAILS:
Send this email if customer has pportal account, but not yet connected students to it, to make sure they have their login:
I just wanted to follow up on your Parent/Teacher Account (thank you for the order) to make sure you received your confirmation email with password to login. If you didn’t, please let us know so I can assist.
Thanks, Billie
Discovery K12, Inc.
Send this email if customer doesn’t have a pportal account in the system:
Hi [NAME],
I see that you ordered the Parent/Teacher Account (thank you). I’m not seeing it come up under your email in our system. After you did the purchase, were you able to establish a USERNAME and did you receive your confirmation email with password?
If not, please let me know so I can assist.
Thanks, Billie
Discovery K12, Inc.
Send this follow up email if you need to set up their pportal account:
Hi [NAME],
Below is your login for the Parent/Teacher Account. The password is case sensitive.
You will login at the same place your students do, only use your parent login info below. You may need to log out of a student account, then re-login.
Username: [USERNAME]
Password: [PASSWORD]
Here’s the login link: https://discoveryk12.com/login
There’s instructions inside for getting started, but if you need more help, please let us know.
Thanks, Billie
Send this email if customer needs alternative way to pay with credit card and doesn’t have/want a PayPal account:
Hi [NAME],
Here is an alternative link to pay online with credit card. It will be processed through PayPal for us, but you won’t need to have the PayPal Account on your end. There is a link on this page that will take you to the order page to pay by credit card only:
https://www.paypal.com/cgi-bin/webscr?cmd=_s-xclick&hosted_button_id=9G7EX8K4D52FN
After the purchase, it should take you to the page on our site to enter a Username for your Parent/Teacher Account. If you don’t receive your confirmation email with login for your Parent/Teacher Account, please let us know so we can assist.
If that payment method still doesn’t work, let us know.
Thanks, Billie