Report a technical issue to Newsela
Is the site not working properly? Do you need some technical support asap? We are here to help! Please provide us with as much information as possible. It will be helpful for us to know the following:
What exactly is happening and where is it happening?
What are the affected users' emails?
What browser and device are you or your students using? (browser/iOS version can be very helpful)
Are you or your students using a school or home network?
Are adblockers, pop-ups, or browser extensions enabled?
What steps have been taken to resolve the problem?
Include screenshots of any error messaging and screen recordings of the issue occurring
To get in touch with the Newsela support team:
Log into your Newsela account
Click on the question mark icon located at the top right corner of your screen
If you are a licensed user, you can click 'Chat with Support' to access live chat support - Monday-Friday 8am-8pm (Eastern Time)
If you don't have a license, it is outside business hours, or if the issue is otherwise non-urgent - click on 'Support Center'
On the Support Center page, click on "Request Support" from the menu at the top of your screen
Proceed to fill out the form, include as much information as possible, and click on "Submit" when ready to send over to support. Our team is available Monday through Friday, 8AM-8PM ET and will respond to you promptly via Email during business hours.
Record a screen capture video
There are quite a few screen recording tools available via extensions like Screencastify and Loom. Certain devices may have native recording functions as well. Here are some helpful articles and instructions on how to record:
ScreenCastify - https://learn.screencastify.com/hc/en-us/articles/360049302954-How-to-make-your-first-recording (You can send us the Copy Share Link)
QuickTime Player on Mac - https://support.apple.com/guide/mac-help/take-a-screenshot-mh26782/mac