Tempo Learning Frequently Asked Questions

Clickable Table of Contents

Billing 1

How do I find my bill? 1 How do I access my Financial Aid portal? 2

Account Issues 2

How do I set up my Walden Email on a Mobile Device? 2 How do I change my program specialization or my program? 2 Where do I send my official transcripts? 2 How do I request an unofficial or official transcript? 3 I'm nearing the end of my program requirements; how do I apply for graduation? 3 How do I change my recovery email address? 3

Technical Issues 3

Why can’t I edit or create my Customized Learning Plan (CLP)? 3 Why can I only have three Competencies open at any given time? 4 How do I pause a Competency? 4 How do I resume a Competency after pausing it? 4 How often do I need to work on my Competencies? 4 How do I agree to credits? 4 I am having problems accessing the student portal. What should I do? 4 How do I clear cache and cookies from my internet browser? 4 How do I block/ allow pop-ups in my web browser? 5 What should I do if I have a technical issue? 5 How do I access the Walden Library? 5 What is Turnitin? 5 How do I access the Turnitin Draft folder? 5

Assessments 6

How do contact my Faculty Subject Matter Expert (Faculty SME)? 6 Why can’t I submit my Assessment? 6 I am having trouble uploading my Assessment. What is wrong? 7 How long after I submit my Assessment should I expect to receive my score? 7 My Assessment was graded; why can’t I see my grade? 7 Where can I view my Assessment feedback? 7 Why did I receive a time-out message when completing my Assessment? 7 How do I unlock an Assessment 4th Attempt? 8 Why can’t I connect with my Faculty SME via the Discussion Board after completing a Competency? 8 Where can I see my Assessment feedback? 8

Notification Settings 9

How do I set up notifications? 9 Discussion Board Notifications 11

Contact Us 12

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Payment Issues 12 Refunds 12 Financial Account Management 12 Financial Aid 12 Student Support 12 Transcripts 12

Billing How do I find my bill? Once you have logged into your student portal (mytempo.waldenu.edu) click on My Account.

From there, click on the Invoice and Payments tab. There you can view your current invoice, select payment options and make payments.

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How do I access my Financial Aid portal? While in the My Learning tab of your student portal (mytempo.waldenu.edu), click on the Resources tab on the navigation menu. From there you can access the Financial Aid Portal by clicking on the myFinAid link under University Services.

Account Issues How do I set up my Walden Email on a Mobile Device? Visit https://academicguides.waldenu.edu/sst/technology/office365/mobile for information on how to configure your email on a mobile device. If you have additional questions, please connect with your Academic Coach or the Tempo Support Team.

How do I change my program specialization or my program? Please contact your Academic Coach to discuss the options for change of specialization or program.

Where do I send my official transcripts? Official transcripts from prior institutions for new or existing students should be e-mailed directly to tempotranscipts@mail.waldenu.edu or mailed to:

Walden University Attn.: Office of Admissions 7065 Samuel Morse Drive

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Columbia, MD 21046

How do I request an unofficial or official transcript? From your student portal, mytempo.waldenu.edu, click on My Account; then click on the Transcripts tab and View Unofficial Transcript. To request an Official Transcript, please contact your Academic Coach.

I'm nearing the end of my program requirements; how do I apply for graduation? Contact your Academic Coach to request the Graduation Application link, where you can complete the form to apply for graduation.

How do I change my recovery email address? Students can update their recovery email address by clicking this link http://aka.ms/ssprsetup. If you need to update your recovery telephone number, please contact Tempo Operations or your Academic Coach and let them know you need to update your recovery telephone number

Technical Issues Why can’t I edit or create my Customized Learning Plan (CLP)? Existing Tempo Students: You may be unable to click on Edit My Plan because you already have the maximum three active Competencies open. To add more Competencies to your learning plan, you can pause one of the active Competencies. To do so, reach out to your Academic Coach or the Tempo Support Team. New Tempo Students: Until your program starts you have limited access to your student portal. On the first day of your term, you’ll then be able to add Competencies to your learning plan. Remember, you can add Competencies to your learning plan and begin learning on the first day of your term; you do not need to wait to discuss you plan with your Academic Coach to start a Competency.

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Why can I only have three Competencies open at any given time? To provide a better overall experience with your Faculty Subject Matter Expert (Faculty SME), you are limited to three Competencies at a time. You can start another Competency upon submitting an Assessment attempt.

How do I pause a Competency? To pause a Competency, contact your Academic Coach or the Tempo Support Team via the Intercom chat within your myTempo student portal.

How do I resume a Competency after pausing it? When you are ready to resume a Competency, you may contact your Academic Coach, or the Tempo Support Team via Intercom chat within your myTempo student portal. Please remember that you can only have up to three active Competencies at a time.

How often do I need to work on my Competencies? We encourage you to work on your Competencies as often as your schedule permits. To avoid being administratively withdrawn from the Tempo Learning program, you may not exceed 30 days without engaging academically within the learning platform. Many Tempo program graduates recommend that you do a little bit of work each day to stay on track.

How do I agree to credits? The Agree to Credits button appears once your Academic Coach approves your learning plan, within the first 14 days of your term. You should start learning right away by selecting a Competency on your plan and pressing Start Competency. Remember you do not have to wait to agree to credits to begin working on your Competencies. For questions regarding your learning plan and agreeing to credits, reach out to your Academic Coach.

I am having problems accessing the student portal. What should I do? Follow these troubleshooting steps:

1. Ensure that you are using the latest versions of either Google Chrome or Mozilla Firefox browsers

2. Clear cache and cookies 3. Restart the browser 4. In your browser address bar, type in mytempo.waldenu.edu and hit enter on your keyboard

(do not use previously saved bookmark nor click on the suggested link that appears) If after following these steps, you are still experiencing issues, we suggest you contact your Academic Coach or the Tempo Support Team via the Intercom chat within your myTempo student portal. To better assist you, please provide screenshots of your error message(s) (if available).

How do I clear cache and cookies from my internet browser? When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites. Please select one of the following options to learn how to clear cache and cookies:

▪ Google Chrome Users

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▪ Mozilla Firefox Users

How do I block/ allow pop-ups in my web browser? Most web browsers include a feature to block pop-up windows. While this may eliminate unwanted or bothersome pop-up windows, the feature sometimes can impede the functionality of legitimate or useful websites. Follow the instructions below to configure your web browser to allow pop-up windows for your selected web browser:

▪ Google Chrome Users ▪ Mozilla Firefox Users

What should I do if I have a technical issue? Several common technical issues may be related to the browser that you are using. Tempo Learning works best with Google Chrome or Mozilla Firefox. Please make sure you’re using the latest version of either of these browsers. If you continue to experience technical issues, please contact the Tempo Support Team via the Intercom chat in your myTempo student portal.

How do I access the Walden Library? There are two ways to access the Walden library.

1. From your student portal (mytempo.waldenu.edu), click on the Resources tab on the navigation menu. From there you can access the Walden Library.

2. Alternatively, from the navigation bar in your Learning Platform, you can click on Walden Resources and from the drop-down menu, select Walden Library.

If nothing happens when you click on a library link, you may have a pop-up blocker that is preventing the new window from opening. Learn to enable your pop-ups by visiting one of the following:

▪ Google Chrome Users ▪ Mozilla Firefox Users

What is Turnitin? Turnitin is a tool that supports students in their efforts to create original content that appropriately credits the work of others, and as well as providing helpful feedback to improve academic writing. Tempo Learning provides the opportunity for students to check their draft work before submission and requires Turnitin to be utilized as part of the Assessment submission process on each attempt.

How do I access the Turnitin Draft folder? You can access the Turnitin Draft Check by visiting any Competency and selecting Walden Resources from the navigation bar, then select Turnitin Draft Check.

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It is highly recommended that you use this tool as a consistent part of your Assessment writing process, as the feedback that the tool provides may help to improve your work before your Assessment submissions, potentially saving you time and Assessment attempts. Additional instructions on how to use Turnitin are available in the Learning Resources tab.

Assessments How do contact my Faculty Subject Matter Expert (Faculty SME)? From within any Competency, click on the Discussions tab. There you can to connect with your Faculty SME for that Competency. All the discussions for that Competency are found here as well.

Why can’t I submit my Assessment? Before you can submit your first Assessment attempt, you must meet a few milestones:

▪ Engage with your Faculty SME via the one-to-one discussion board ▪ Complete your Self-Assessment ▪ Complete all Sub-Competency quizzes with a score of at least 80%

Once you have met all of these criteria, your Assessment attempt is automatically unlocked. You can view whether or not you have met these requirements by clicking on the Progress tab in the Competency navigation bar.

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I am having trouble uploading my Assessment. What is wrong? Make sure your file name does not contain special characters such as spaces, commas, semicolons, question marks. If so, rename your file so that there are no spaces or special characters. Review your Assessment Instructions for the appropriate naming convention for your Assessment file. Sometimes, large Assessment files take a while to upload if the internet connection is not strong enough. If you’re struggling to upload your Assessment, you may have to try again when your internet connection is stronger.

How long after I submit my Assessment should I expect to receive my score? After submitting your Assessment, you should expect to receive detailed feedback and your score (Achieved, Mastered, or Not Yet Achieved) within 72 hours.

My Assessment was graded; why can’t I see my grade? Two things may be happening:

▪ Your grade appears in the Learning Platform but not in your student portal. Once your Assessment is graded, it can take up to 24 hours to sync with your myTempo student portal. The expectation is that your grade appears on the myTempo student portal on the day after your Assessment was graded, OR

▪ Your Faculty SME shared your grade with you, but you do not see it anywhere. Please contact the Tempo Support Team via the chat feature on your myTempo student portal to report the issue. Please reference the Competency in which you are experiencing the problem.

Where can I view my Assessment feedback? There are two ways to view your Assessment feedback and that depends on the type of Assessment you are reviewing.

Why did I receive a time-out message when completing my Assessment? Students have three hours to complete their Selective Response Assessments. Once you begin the assessment, the three-hour timer also starts. If this time allotment is reached, you will get a time-out or time expired message.

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How do I unlock an Assessment 4th Attempt? All students are allowed three attempts to achieve competency. If you need the 4th Attempt unlocked, you must petition to have one granted. Please contact your Academic Coach to start the petition process. It is important for you to work closely with your Faculty SME prior to submitting your 3rd and 4th attempts if you wish to stay enrolled in your Tempo Learning program.

Why can’t I connect with my Faculty SME via the Discussion Board after completing a Competency? Once you have completed a Competency, you are automatically switched to a "read only" access and can no longer access the discussion boards. If there is something specific you need to speak with your Faculty SME about, after completing the Competency, you may contact them via email. Please contact your Academic Coach to get this information.

Where can I see my Assessment feedback? There are two ways to view your assessment feedback, based on the type of assessment in your Competency. To view the assessment returned by your SME, follow one of these steps:

1. Written Response or Performance Task Assessments: Navigate to the competency homepage. Then select Assessment --> Assessment Submission. Once there, select View Feedback.

2. Objective or Selective Response Assessments: from the Competency navigation menu, click on Quizzes. Then, click on the arrow next to the Assessment Attempt for which you’d like to view the feedback. Click on Submissions.

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Once a new window opens, click on the Attempt 1 link to view your feedback.

Click on the arrow next to View Feedback to read the feedback.

Notification Settings How do I set up notifications? In Tempo Learning, you can customize what notifications you receive and how you receive them. You only need to set up these notifications once, and then they will remain active across all of your Competencies. From the Competency navigation panel, click on your name on the top right of the

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screen and select Notifications.

Under Contact Methods, you can enable email and mobile notifications. If you’d like to receive mobile notifications, you will need to add a mobile phone number. You also have the option to update your email address if another email is a better contact method.

Once you’ve reviewed your email and mobile settings, scroll down the page and select which instant notifications you want to receive by checking the box next to each option. We recommend Announcements, Discussions, and Grades.

You can also customize the notifications you receive based on your status within a competency, or if you would like to have your grade value visible in notifications.

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Discussion Board Notifications You can also Subscribe to Discussion Boards and receive notifications when you have a new message from your SME. From whichever competency you’re on, click on Discussions, select the arrow next to Connect with My Faculty SME, and click on Subscribe. Please note you will need to subscribe to the Discussion Board in each Competency. It is a good practice to subscribe to the Discussion board each time you begin a Competency; and unsubscribe as soon as you complete the Competency.

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Contact Us Payment Issues Please contact our third-party vendor ECSI directly: Phone: 888-549-3274 E-mail: cservice@ecsi.net Alternatively, you can reach out to the Tempo Bursar's office at CBLBilling@waldenu.edu

Refunds For questions regarding a refund, please contact the Tempo Learning Bursar Team at cblrefunds@mail.waldenu.edu

Financial Account Management For issues related to your financial account (setting up payment plans, clear bursar holds etc.), please contact the Tempo FAM Team (Financial Account Management) at tempofam@mail.waldenu.edu

Financial Aid Phone: (855) 639-5499 Email: CBLFinAid@mail.waldenu.edu

Student Support Use the chat feature located on the bottom right side of your myTempo Student Portal. If you are unable to access the myTempo Student Portal, reach out to your Academic Coach or email the Tempo Support Team at TempoOperations@laureate.net.

Transcripts Official transcripts from prior institutions for new or existing students should be e-mailed directly to electronictranscripts@mail.waldenu.edu or mailed to: Walden University Attn.: Office of Admissions 7065 Samuel Morse Drive Columbia, MD 21046