Support and Training

Frequently Asked Questions

Students

  1. How do I purchase a student account?
  2. I purchased/registered for my Tk20 my account online and I have not received my username/password. What do I do?
  3. What is my Tk20 username and password?
  4. I have been told that I am eligible for a payment option that is not available on the online payment page. What do I do?
  5. I need a refund, what do I do?
  6. I have already logged into Tk20 but I forgot my password.
  7. How does my Cooperating teacher/supervisor log on to Tk20?
  8. I am having trouble logging in/ completing my assignment/ uploading files in tk20.
  9. How do I locate any pending assignments from my professors?
  10. What do I do if one of my courses does not appear in Tk20?

Administrators

  1. What do I do if all of my students are not appearing in my course?
  2. How do I post or send an assignment to my students?
  3. How do I grant an extension on an assignment?
  4. How do I revoke an assignment?
  5. I cannot download files by clicking on them.
  6. I have a "Reports" tab but cannot see reports when I click on them.

Students

1. How do I purchase a student account?

To purchase your student account, please refer to the instructions provided by your institution. Most campuses have information related to this on the login pages of their Tk20 web sites, typically at the bottom left of the page. For more information, refer to the page on Purchasing a Student Account.

2. I purchased/registered for my Tk20 my account online and I have not received my username/password. What do I do?

Normally, it takes 2-3 business days to receive your activation information. Please ensure the email did not go to your junk mail folder. Activations can be delayed for a variety of reasons; the most common are entering your ID#, email address, or credit card information incorrectly. If you have not received your activation email after 4 days, please contact your Tk20 Unit Administrator.

3. What is my Tk20 username and password?

It is generally a combination of the first letter of your first name, your complete last name, and 0001. (Ex: John Smith= jsmith0001). If this does not work try 0002, etc. Your password is your institutional ID. If this does not work please contact your Tk20 Unit Administrator.

4. I have been told that I am eligible for a payment option that is not available on the online payment page. What do I do?

If you have been notified of an alternate payment option, please contact your Tk20 Unit Administrator to verify your eligibility.

5. I need a refund, what do I do?

Tk20 will offer refunds for student subscriptions as per the following policy:

1. For accounts completely unused within 30 days of purchase: Full refund.
2. For accounts unused between 31 days and 6 months of purchase: 50% refund.
3. No refunds will be issued after six months of purchase under any condition.

If you feel that you are eligible for a refund, please contact your Tk20 Unit Administrator and discuss the situation with them. They can contact Tk20 directly and initiate the refund process.

6. I have already logged into Tk20 but I forgot my password.

There is a “forgot your username or password?” link on your institution’s Tk20 site. You can click here to be reminded of your password. If that doesn’t work, please contact your Tk20 Unit Administrator so they can reset your password.

7. How does my Cooperating teacher/supervisor log on to Tk20?

Generally, you can advise your Cooperating teacher/Supervisor that their username is their first initial and last name followed by 0001. (Ex: John Smith= jsmith0001). Their password is their teacher ID number. If this does not work, or if they do not know their Teacher ID number, please contact the Tk20 Unit Administrator at your institution and they will be able to provide the correct information.

8. I am having trouble logging in/ completing my assignment/ uploading files in tk20.

Please refer to the TK20 online tutorials for guidance. Visit the Tk20 login page and click on the Tutorials tab. This will take you to tutorials that cover common problems. If you continue to experience problems please contact your Tk20 Unit Administrator.

9. How do I locate any pending assignments from my professors?

Assignments will appear in the “Pending Tasks” area of your Home tab. They are indicated by a red flag to the left of each pending task. Optionally, you can find pending coursework by clicking on the Courses tab > click on the course number > Activities sub tab.

10. What do I do if one of my courses does not appear in Tk20?

The Tk20 system is updated on a regular basis and if your course is not appearing now it may appear in a few days. Please contact your Tk20 Unit Administrator if the issue persists.

Administrators

1. What do I do if all of my students are not appearing in my course?

The Tk20 system is updated on a regular basis and it may be that the student enrolled in the course after the last system update. If the student is not appearing in a few days (or after the next Tk20 update) please contact your Tk20 Unit Administrator.

2. How do I post or send an assignment to my students?

Please refer to the TK20 online tutorials for guidance on this and many other functions. Visit the Tk20. Visit the Tk20 login page and click on the Tutorials tab. This will take you to tutorials that cover common problems. If you continue to experience problems please contact your Tk20 Unit Administrator.

3. How do I grant an extension on an assignment?

One way to grant an extension on an assignment is to click on the Courses tab > click on the course number > Activities sub tab > check the checkbox to the left of the assignment name > click the “grant extension” button > complete the fields and click the “Grant Extension” button. Optionally, you can click on the assignment name and grant extensions to specific students.

4. How do I revoke an assignment?

One way to revoke an assignment is to click on the Courses tab > click the course number > Activities sub tab > check the checkbox to the left of the assignment name > click the “revoke” button. Optionally, you can click on the assignment name and revoke the assignment from specific students. Remember, revoking an assignment takes the assignment completely away from the student(s).

5. I cannot download files by clicking on them.

To download files from HigherEd, you may need to add your HigherEd site to you browser as a trusted site. To add HigherEd as a trusted site using Microsoft Internet Explorer, use the following steps:

  1. Start Internet Explorer
  2. Click on the TOOLS menu (At the top of the browser window)
  3. Select Internet Options
  4. From the Internet Options Dialog Box, click on the SECURITY Tab
  5. Click on the Trusted Site icon
  6. Click the Sites... button
  7. In the text field labeled "Add this website to the zone," enter https://*.tk20.com or the URL of your Tk20 system.
  8. Click Add
  9. Click Ok
  10. Click Ok

6. I have a "Reports" tab but cannot see reports when I click on them.

To view reports from HigherEd, you may need to add your HigherEd site to you browser as a trusted site. To add HigherEd as a trusted site using Microsoft Internet Explorer, use the following steps:

  1. Start Internet Explorer
  2. Click on the TOOLS menu (At the top of the browser window)
  3. Select Internet Options
  4. From the Internet Options Dialog Box, click on the SECURITY Tab
  5. Click on the Trusted Site icon
  6. Click the Sites... button
  7. In the text field labeled "Add this website to the zone," enter https://*.tk20.com
  8. Click Add
  9. Click Ok
  10. Click Ok
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