Support

Contact a Learning Coach

If we weren’t able to answer your question through one of the articles above, our Learning Coaches are here to support via chat, call or email.

Chat Hours:
Monday - Friday 8:00am-8:00pm CT
Saturday - Sunday 9:30am-6:00pm CT

Phone Hours:
Monday - Friday 9:00am-5:00pm CT

If you are contacting us outside of these hours, send us an email, and we will get back to you as soon as possible.

We look forward to supporting you in your educational journey.

Contact the Touchstone Grading Team

If you have any requests, questions, or concerns regarding the status of your Touchstone or the grade you received on a Touchstone, please submit a request form for our Grading team. Please provide as many details as you can in the form.

Video Submission Troubleshooting

Technical Problems

Make sure your internet connection is stable and reliable.

We have found that students who upload their video Touchstone by computer are more successful than those who upload through their cell phone.

Options for free stable and reliable internet connections:

• Local Library
• Coffee Shop
• A Friend or Family Member’s Home
• Public City WiFi (only available in limited areas)

Sizing Problems

Sophia Learning allows any video file 8Gb and less to be uploaded to the video Touchstone submission.

You can reduce the file size of the video by turning it into a zip file or changing the resolution. These are some options for reducing file size to ensure quicker and smoother uploading.

Google or your preferred internet search engine is a good resource on file compression information regarding your specific software.

If All Else Fails

Use the Touchstone Form to inform the Touchstone team of your issue, and then attach the video or link to the video to the bottom of the form.

You can also upload your file to Google Drive and use the form to send the Touchstone Grading Team the Google Drive link with your name associated with the Student Record as well as the course and Touchstone number. Make sure the share settings on the file are set to “Anyone with a link.” to ensure that Sophia Learning staff can access the file for uploading.

You can also upload your file to Dropbox or One Drive and send to the Touchstone Grading Team the Dropbox or One Drive link with your name associated with the Student Record, the course, and Touchstone number.

You can also upload your file to YouTube as an unlisted video. Once uploaded, you can send the Touchstone Grading Team the video link with your name associated with the Student Record, the course, and Touchstone number. Keeping the file unlisted should restrict the video to only allow those with the link to watch it.

Other

Just as a reminder of Sophia's privacy policy, your information will never be sold or traded. Only the Sophia Learning employees assisting with uploading or grading will be watching your video.

Technical Requirements for Engaging with Sophia Courses

Access to a device capable of recording videos and audio, as well as taking photos.

• This will be necessary for some touchstone assessments that require students to submit video/audio recordings.
• Must be able to take and upload photos in the event that you are required to verify your identity.

• Recommended: Google Docs. Google Docs is comparable to Microsoft Word and is included with a free Gmail/Google Drive account. It is also widely accessible, regardless of the type of device being used.

• Necessary for accessing any content on Sophia’s platform in addition to ensuring that you may seamlessly complete assessments without accidental disconnections.

• The Sophia platform is optimized for Google Chrome, Safari, and Edge. We highly recommend using these browsers when accessing Sophia.

Accommodations

Sophia Learning is committed to providing individuals with disabilities or extenuating circumstances equal access to course material and services within the parameters of the law. Sophia Learning offers reasonable accommodations to qualified learners.

Once accommodations have been approved, you may receive a document confirming your eligibility for educational accommodations for the specific course, which also provides you with the appropriate information to complete your course. Use the said document as you complete your touchstone(s).

If you have any Accommodation requests, please submit a request form for our Leadership team to review and respond to.

If there are any questions, please contact the Learning Coaches at [email protected]. All the best in your academic and professional journey!

• What documentation do I need when applying for accommodations? Documentation can take a variety of forms, including IEP/504 plans, letters from doctors/psychologists, accommodation letters from previous schools, hospital reports, etc.
• If I disclose my disability, will my information remain confidential? Sophia Learning respects your independence, rights, and dignity. Therefore, identifying yourself and requesting accommodations are completely voluntary. In accordance with the Family Education Rights and Privacy Act (FERPA), Sophia Learning handles all disability-related information confidentially, with the potential for disclosure only on a need-to-know basis.
• My accommodations have been approved, now what? Review the touchstone accommodations instruction document provided to you. Find the touchstone you are working on in the document outline to the left, click on it, and follow the instructions for completing it.
• Do I have to submit new ADA documentation for each course I complete? Currently, yes. Send us an email at [email protected] with your supporting documents. The Learning Coaches will ensure that the grader for the course is notified of your accommodations
• I have further questions. Who do I contact? Please send us an email at [email protected] with your questions. We will respond at our earliest convenience.