Get Help — New Lens

New Lens^® Support Ticket

Please complete the following form to request technical support. We may contact you to get additional information.

Name

First Name

Last Name

Cell Phone (in case we need to contact you)

(###)

###

####

Subject

When this happened: date, estimated time of day (confirm which time zone)

Device using at the time: mobile or desktop

Were you logged into New Lens on more than one device?

Yes

What operating system are you using?

iOS

Android

Which browser are you using? (Chrome, Safari, Microsoft Edge, etc.)

Were you accessing New Lens through the organization’s intranet (to assess if the organization firewall may be playing a role)

Yes

What was the strength of your internet connection?

What core strategy and lesson were you in when the issue happened?

What happened – list out the 3-4 steps and any resolutions that you tried.

An example: I was in Strategically Stand Out/first section/first lesson. I opened the lesson and played the video. The video paused midway and did not continue. I tapped Save and Exit to get out of the lesson. (NOTE: there are multiple ways to “get out” so it’s important to specify how - the back button, Save & Exit, swiping the app closed, logging out) Once I was back on the home screen, I tapped on the lesson icon at the top of the screen The lesson opened I played the video and it continued through to the end this time. I completed the lesson

New Lens® Support Ticket

New Lens^® Support Ticket