Platinum Educational Group Student Support

By Sarah Smith, Platinum Educational Group

At Platinum Educational Group, we strive to offer the best support possible to our customers, including students. While we are happy to help students directly, many issues are beyond our scope and require action by authorized school personnel.

Students may face challenges related to their school, cohort, class, or test settings. Our policy states that the Support Team cannot make setting adjustments on behalf of students. Such requests must come from someone with the appropriate authority, like a School or Cohort Administrator.

For example, if a student requests a transfer to a different cohort, our team cannot process it without an authorized transfer request form completed by someone with the necessary access. Similarly, for issues such as reentering timed-out tests or encountering sign-up restrictions at clinical sites, students should contact their instructor or school directly.  When students reach out with these types of issues, we can explain why they are having trouble, but we cannot modify settings to address the underlying issue. If instructors contact us on behalf of students, we can assist or make necessary adjustments.

Additionally, to provide efficient support, we request avoiding sending multiple students to Support about the same issue. A high volume of identical tickets can delay response times. Instead, report common problems centrally so we can identify root causes, resolve issues faster, and share solutions with your entire class.