Help

Technical Support available 24 hours a day, every day.

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

Ways to Request Help


Web: Technical Support Request Form

Email: TechSupport@excelsior.edu

Toll-free: +1-877-842-8324

Phone: +1-518-464-8502

Please include the following information when asking for help:  

  • Your full name
  • Excelsior ID and/or the last 4 digits of your Social Security number
  • Your date of birth
  • Your current address
  • A detailed description of the problem you are encountering
  • Any error messages you are receiving

For help with CD-ROM courses, please refer to the For Help email address located on the front of your CD-ROM.

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
  • Submitting assignments or discussions
  • Submitting College applications
  • 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

 

Live chat with Tech Support

Chat now!

Note: Live chat may not function properly on all mobile devices.

Regularly Scheduled System Downtime

Our website will be unavailable during the following times:  

All Systems

  • Every Sunday
    3:00 am - 3:30 am ET
  • Every Wednesday
    5:00 am - 7:00 am ET
  • Second Saturday in September
    8:00 am - 8:00 pm ET
  • Fourth Saturday in December (except 2016 - fifth Saturday)
    8:00 am - 8:00 pm ET
  • The third Saturday in March
    8:00 am - 8:00 pm ET

Excelsior System Status

Visit the Stats Dashboard