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: 877-842-8324

Phone: 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.

Note on availability of levels of technical support:

Level 1 available 24/7/365 including College holidays. Examples include problems with: logging in to website and courses; browser settings; online course access, submitting assignments or discussions; practice exams; submitting applications; documenting request for escalation; notifying administrators for system-wide issues.

Level 2 available business days Monday through Thursday 9:00 am to 9:30 pm ET; Friday 9:00 am to 4:30 pm ET; Saturday and Sunday 9:00am to 3:00 pm ET (Excluding College holidays). Troubleshoots all technical problems related to Excelsior's customer and student-level services including online courses and website and monitoring requests that need to be escalated to Level 3 technical support.

Level 3 available business days Monday through Friday 9:00 am to 4:30 pm ET (Excluding College holidays). Administrators working in the 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. Exam resets are included at this level. Level 2 continually monitors the resolution of these requests and keeps the customer up to date on the progress.

Live chat with Tech Support

Chat now!

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

Regularly Scheduled System Downtime

Our Web site 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
  • The third Saturday in May
    8:00 am - 8:00 pm ET