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How To Report A Technical Issue

If something isn’t working as expected in Everfi Achieve™, contact Everfi Support for help. Providing details about what you’re experiencing can help our team understand the issue and determine the next steps.

You don’t need to have all the information below before contacting Support. Send what you have, and our team can help identify any additional details needed.

Contact Everfi Support

You can report an issue in either of the following ways:

What to Include When Reporting an Issue

When possible, include the following information to help our team investigate.

Program Site URL

  • Copy and paste the full URL of the site or page where you experienced the issue.

What Happened

  • Describe what you experienced, including:

    • What you were trying to do
    • What you expected to happen
    • What happened instead
    • Any error message you received, including the full message exactly as it appears

Who Is Affected

Let us know:

  • The type of user experiencing the issue, such as a learner or administrator
  • Approximately how many users are affected

Steps to Reproduce the Issue

Describe the steps you took before the issue occurred. When possible, include:

  • The specific page, module, feature, or administrator view involved
  • The actions you took before the issue occurred
  • Whether the issue happens every time or only sometimes

Screenshots or Screen Recordings

Screenshots and screen recordings can provide helpful context. When possible:

  • Include the full browser window so the page URL is visible
  • Capture any error messages displayed on the page
  • Include a screen recording if the issue involves several steps or navigation between pages

Technical Information

Include the following details when relevant:

  • Browser, such as Chrome, Edge, or Safari
  • Device type, such as desktop, laptop, tablet, or mobile device
  • Operating system, such as Windows, macOS, iOS, or Android

You can also review the Everfi Minimum System Requirements to confirm your browser, device, and system meet the requirements for Everfi products.

When the Issue Occurred

Let us know:

  • The date and approximate time the issue occurred, including your time zone
  • Whether the issue is still occurring

Additional Details

Share any other information that may help our team understand the issue, such as:

  • Troubleshooting steps or workarounds you’ve already tried
  • Whether the same issue occurs in another browser or on another device
  • Any other details you think may be helpful

Not Sure What to Include?

That’s OK. Send the information you have. Everfi Support can help identify any additional details needed to investigate the issue.