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Frequently Asked Questions
- I forgot my username or password. How can I retrieve it?
- I'm having trouble paying for my course (for example, my credit card was rejected, even though I know it has funds). What should I do?
- I signed up for the wrong course. What should I do?
- I dropped my course. Can I get a refund?
- When I load an assignment, I just see a blank area where the assignment should go. What's wrong?
- Do I have to complete the whole assignment once I start, or can I logoff and come back to it? Can I skip around from question to question while taking the assignment?
- I think I drew the correct molecule, but the system scored me as incorrect.
- How do I add my student ID number to my profile?
- The time appears to be wrong on the site. How do I fix my timezone?
- I don't check the email address I used to register for the course very often. How can I update the email address associated with my account?
- I answered every question in my assignment correctly, but I didn't get 100%. Why not?
- How do I clear my browser cache?
- Who can I contact for help?
I'm having trouble paying for my course (for example, my credit card was rejected, even though I know it has funds). What should I do?
To keep the software affordable, we use PayPal to process payments for our site (even credit card payments, without a PayPal account). PayPal is a secure option for paying for services on the internet. If your credit card is not accepted or you have other difficulties with the payment process, contact PayPal customer service. If PayPal customer service is unable to resolve your problem, contact support@saplinglearning.com.
I signed up for the wrong course. What should I do?
Assuming the courses have the same cost, we can switch you over, no problem. Just email us at wrongcourse@saplinglearning.com with the course you want out of and the course you would like to be added to. Please use the email address you used to create your account, so we can verify that you are the account owner.
If the costs of the courses are different, your best bet is to register (and pay) for the second course, and request a refund for the first. Make sure you tell us which course you need a refund for.
When I load an assignment, I just see a blank area where the assignment should go. What's wrong?
It sounds like there's probably a problem with your Flash installation. Please see Adobe's article on how to Troubleshoot Adobe Flash Player installation for Windows.
If those steps do not work, it might be easiest to install a web browser other than Microsoft Internet Explorer:
Do I have to complete the whole assignment once I start, or can I logoff and come back to it? Can I skip around from question to question while taking the assignment?
You can skip around in the assignment as much as you want, or even leave and come back later (just make sure you finish before the due date). Your current answer doesn't save until you click "Check Answer," though, so make sure to finish whatever you're in the middle of doing. You don't have to completely finish the question, but finish the answer you're typing, or you'll have to start that answer over.
I think I drew the correct molecule, but the system scored me as incorrect.
The molecule drawing module grades connections. A very common error is to draw overlapping lines, expecting the module to know that there should be a carbon atom in the middle. Since sometimes lines overlap legitimately without the intention of adding a carbon atom at the intersection, the system is unable to guess that a carbon atom should be placed at the overlap.
If that doesn't fix your problem, check the drawing molecules help pages. If you still think the system is doing something wrong, let us know at support@saplinglearning.com.
I answered every question in my assignment correctly, but I didn't get 100%. Why not?
There is usually a "Grading Policies" link at the top of your course. Check that for explanations specific to your course.
The most likely reason that this would happen would be if you had incorrect attempts on one or more question(s). There is usually a penalty of 5% of the points available for that question for each incorrect attempt. For example, if there are 10 questions on your assignment, and the assignment is worth 100 points total (making each question worth 10 points), each time you make an incorrect attempt you lose 5% × 10 = 0.5 points.
How do I clear my browser cache?
Thanks to updates to the site, clearing your cache is almost never necessary. However, if you are told to clear your cache to fix an error, see Clearing Your Browser Cache.
Who can I contact for help?
If you are unable to find the help you need, contact us at support@saplinglearning.com. We usually reply within 24 hours.