Frequently Asked Questions

Student Support is available to answer any additional questions. Call 1-800-280-0307.

Coursework FAQ

Should I complete my coursework in a special sequence?

Yes. Consult your syllabus for specific information or contact your professor with any questions you may have relating to due dates, etc. Contact Student Services at support@ace.edu or 1-800-280-0307 for a schedule of courses and for the start date for your program.

What do I do if I cannot access my course? Will I be allowed an extension on my work if I cannot access a course?

You will need to alert Technical Support at support@ace.edu as soon as you experience problems. If you do not receive a response within 24 hours, please call 1-800-280-0307. You will also need to notify your professor about your technical issues. Extensions are granted on an individual basis based on your specific circumstance, and your professor will be the one to determine whether an extension is warranted.

Whom do I contact if I was removed from a course because of inactivity?

Contact Student Services at 1-800-280-0307 or studentservices@ace.edu.

Can I access my coursework from any location?

Yes – as long as you have an Internet connection and the latest version of your browser. We ensure that Canvas is compatible on the latest versions of Chrome, Internet Explorer and Firefox.

How do I participate in the discussion?

Please see the introductory post located in the Discussion Directions of each module's discussion.

How do I reach my professor?

At the beginning of each term, look for the welcome letter or announcement from your professor in the Instructor's Studio or on the link on each course's homepage. If you cannot locate this, please contact support@ace.edu so we can ensure that you are able to connect with your professor.

What is the Turnitin® plagiarism software and how does it work?

Professors are required to use Turnitin® software. Coursework submissions are uploaded automatically within the Canvas LMS.

My syllabus indicates different due dates than those appearing on my screen. Which are valid?

Your professor can answer any questions you have about due dates.

What is the Capstone?

The capstone experience provides an opportunity for students to demonstrate and document the impact of the knowledge and competencies gained throughout and as a result of the program. In the capstone experience, students select artifacts produced along with or as a result of course application assignments, or artifacts produced as a result of the internship experience (if applicable). These artifacts serve as the centerpiece of a culminating project that demonstrates competency. Details and requirements related to the capstone experience may be found in the Internship and Capstone Handbook within the student’s online portfolio. More information about all requirements for your degree can be found in the Catalog and Student Handbook.

Where can I find the reading list?

Reading lists for individual courses are located in your course syllabus document. In addition to course requirements, Educational Leadership students have a required reading list for their Capstone course. The Educational Leadership Capstone reading list can be found by consulting the Educational Leadership handbook. The readings are also located in the Resources (Bibliography and Webliography) located on the Modules page within the tree.

I am having trouble posting. I can't always access the posting window or even access the readings all the time. What do I do? Who should I call?

First, try logging in using a different browser (Internet Explorer, Firefox, Google Chrome). If that does not work, you can contact Technical Support at 1-800-280-0307 or support@ace.edu.

Where is the portfolio link/tab? Why can't I find it myself?

You will be contacted during your second course with portfolio enrollment instructions. You will self-enroll in the web-based portfolio and will find all instructions and training materials there.

How should citations be formatted?

ACE requires papers, including citations and references, to be formatted according to APA 6th edition. However, some professors may require a few specific conditions to APA formatting to assist in their grading procedures. Please consult your syllabus and course materials for all course specific professor expectations.

Who do I contact if I cannot access my course?

Please contact us right away at support@ace.edu, or call us at 1-800-280-0307 if you have not had a response within 24 hours.

How do I choose a mentor?

Mentor requirements can be found on the ACE website: http://www.ace.edu/mentor-commons/requirements. Additional information regarding the mentor selection process for the Educational Leadership program can be found in the Educational Leadership handbook.

Students in the Master of Arts in Teaching and Transition to Teaching programs do not self-select a mentor. The selection of a mentor teacher for student teaching is done in collaboration with the ACE student teacher supervisor, with the supervisor’s approval.

When are we supposed to begin work on the Capstone project?

You will receive access to your Capstone platform during the second course of a master’s degree program. Your New Student Orientation will explain the process in detail. Students-at-large are not required to complete a Capstone or portfolio.

How many hours a week of study are required?

There is no minimum or maximum requirement, but most students report that they spend 25-28 hours per week.

Is every course set up the same way?

Our courses have a consistent design, with a familiar look and feel throughout the degree program. Most courses include presentations, readings, assessments and discussions. Due dates are also consistent. Differences reflect faculty style, course goals, and responses to student feedback and performance.

How will I know what to do and when to do it?

Your syllabus will detail all assignment due dates. At the beginning of the week, be sure to look at the requirements for that week and build a study and homework schedule.

When do I take exams for my master's level program?

Most courses have a quiz per module with a final exam on the fifth and final module. The exam will be available online between 12:01 am Eastern Friday through 11:59 pm Eastern on Sunday. Once you begin the exam, you have a three-hour window in which to complete it.

Can I request a withdrawal from a program?

Students wishing to withdraw from a program should contact Student Support at support@ace.edu or 1-800-280-0307.

What should I do if I am unable to complete a course?

Incompletes should be very rare in graduate school. If you experience an unanticipated event (e.g., a medical emergency), you may request an incomplete from your professor. Granting of incompletes is at the discretion of the professor and will be formalized between you and your professor in writing.

Can I access my new American College of Education coursework from any location?

Yes, if you have an Internet connection and the latest version of Chrome, Internet Explorer or Firefox.

Technology FAQ

What are the basic computer specifications required for my course? Which browsers does the learning management system support?

Visit these links at the Canvas website for information:
Browsers that Canvas supports
Basic computer specifications for Canvas

Whom should I contact with technical support questions?

Contact Support Services at support@ace.edu. If you have not had a response within 24 hours, please call us at 1-800-280-0307.

What are the computer/technology skill requirements for using the Learning Management System?

Please click on this link to locate a comprehensive list of technology requirements: American College of Education Technical Support.

How do I get my American College of Education username and password?

Your username and password for starting your course will be emailed to the address you have provided to us in your application. If you need further assistance, contact support@ace.edu or call at 1-800-280-0307.

Can I access my new American College of Education email from any location?

Yes, but you must have an Internet connection and a standard browser.

I am having trouble posting – I can’t always access the posting window, or even access the readings all the time. What do I do? Who should I call?

First, try logging in using a different browser (i.e. Internet Explorer, Firefox, Google Chrome). If that does not work, you can contact Technical Support at support@ace.edu. If you have not had a response within 24 hours, please call us at 1-800-280-0307.

How do I re-set my password?

  1. Go to Campus Portal website, and log in

  2. Select "Student Users"

  3. Type in the name of the student and click "Search."

  4. Select the appropriate student and click "Edit."

  5. Enter a new password on the right side of the screen and click "Update" on the left side of the screen.

  6. The application will give the message "User successfully saved."

What do I do if I cannot activate my course? Will I be allowed an extension on my work if I cannot activate the course?

Alert Technical Support as soon as you experience problems at support@ace.edu or at 1-800-280-0307. You will also need to alert your professor to your technical issues. Extensions are granted on an individual basis, depending upon your specific circumstance and at the discretion of your professor.

How do I locate my student ID #?

Your student ID is a ten-digit all numeric ID, located within your MyACE portal. Once you are logged into MyACE, go to the "My Profile" tab and select "My Information." Your student ID will be located on the right-hand side of the page.

What if I have a question that is not answered here?

Contact support@ace.edu, or call us at 1-800-280-0307.