Student Support FAQs

Q: How do I drop an online class?

A: Please email iowastateonline@iastate.edu to discuss which online course you want to drop. Iowa State Online staff can provide guidance on the potential financial impact of your course drop. If you decide to proceed with your drop, you can start the process by initiating the university’s schedule change form. It will be important to check in with your academic adviser to discuss the impact your course drop may have on your degree plan.

If your online course has not started yet, you can drop the course in Accessplus without being required to complete the schedule change form. You can view a video tutorial on the steps to drop a course in Accessplus.

Q: How do I register for an online class?

A: You will register for online courses in Accessplus at your assigned registration time. You can watch our How to Register for an Online Course video tutorial for step-by-step instructions on registering.

Q: How do I find an online class?

A:  Online classes can be found on the Schedule of Classes by clicking on Toggle Advanced Search and selecting “Online (WWW)” as the Course Type. Online course sections will have a note saying, “Course Delivery is online (WWW).” For a step-by-step guide, you can access our Course Registration Guide and view the video on finding online classes.

Q: Something has come up and I need to withdraw for the semester.

A: When you need to drop all of your classes for the semester, this is considered an academic withdrawal. Please contact your adviser or email iowastateonline@iastate.edu to initiate this process and discuss the financial impacts of a semester withdrawal.

Q: When can I register for online classes?

A: You can find your registration start date and time in Accessplus, under the Current Student Info section.  If your registration requires a RAN (registration access number), you must obtain this from your academic adviser.  Graduate students do not need registration access numbers.

View the Details on the Academic Calendar for specific dates on when registration opens.

Q: How do I pay my university bill/tuition?

A: You will pay your university bill in Accessplus.  Any balance on your university bill is always due on the 20th of each month.

Q: How do I pay tuition if I have employer reimbursement?

A: Iowa State University offers a deferment option for employees of businesses and organizations that provide tuition reimbursement programs. If needed, you can register for the employer reimbursement deferment plan to defer payment until the end of the semester.

Q: Will I get a refund if I drop my class?

A: Refunds on tuition and fees depend on the time of the academic term and the effective drop or withdrawal date. Please email iowastateonline@iastate.edu to discuss the specifics.  You can also contact the Registrar’s Office to review the tuition adjustment deadlines.

Q: I can’t see my class in Canvas.

A: Most instructors will wait to publish their online class in Canvas until the first day of the semester.  If you do not see your online course in Canvas on the first day of the semester, start by emailing your instructor to let them know. If you do not get a timely response from your instructor, please email celt-help@iastate.edu.

Q: I need to reset my OKTA password.

A: Please contact University IT at 515-294-4000 or email solution@iastate.edu.

Q: I am having issues with OKTA.

A: Please contact University IT at 515-294-4000 or email solution@iastate.edu.

Q: There are audio issues with a live lecture recording.

A: Please contact celt-help@iastate.edu and one of our instructional support specialists will get back to you shortly.

Q: I am having issues with Echo360.

A: Please contact celt-help@iastate.edu and one of our instructional support specialists will get back to you shortly.

Q: My instructor is not responding to my email.

A: Ensure you have given them 1-2 business days to respond to your original email. If they still have not responded, send a follow-up email. If you still have not received a response after 24 hours of your second email, please reach out to your academic adviser, Director of Graduate Education, or iowastateonline@iastate.edu, and our staff will be happy to assist you.

Q: Can I get a copy of a course syllabus before my online class begins?

A: Please email your online course instructor to request a syllabus.

Q: Do I need an exam proctor for my online class?

A: If you live in or near Ames, IA, you can make an appointment to use the on-campus test center if your faculty is registered with the ISU Test Center and the exam is taken via Canvas.  The ISU Test Center does not proctor written exams or exams that are not registered. You can apply for a remote proctor if you cannot make it to the on-campus testing centers. Students are responsible for identifying a suitable proctor and initiating the proctor application process.

Q:  Where do I access my online class?

A:  All online classes are held in Canvas – use your NetID and password to log in. Most instructors will wait to publish their online course in Canvas until the first day of the semester.  If you do not see your course in Canvas on the first day of the semester, please email your instructor or iowastateonline@iastate.edu.