Support
How to reach the CampusMind team, and what to have ready so we can help quickly.
When the docs don't cover it, here's how to get help — and what to gather first, because having it to hand usually turns two round trips into one.
Try these first
Most issues resolve without a ticket:
- Troubleshooting — the common failure states and their fixes.
- FAQ — short answers to frequent questions.
An expired source authorization is the single most common cause of a failed course run, and reconnecting takes under a minute — see A file failed with "Invalid access token".
Contact us
Email info@campusmind.com. Put the batch ID in the subject line if the question is about a specific run — it's the fastest way for us to find what you're looking at.
We reply within 1–2 business days.
What to include
The detail you send is what we work from, so the more precise it is, the faster we can help.
| What to include | Where to find it |
|---|---|
| Batch ID | The first column of the batch row — for example CM-1715 or Canvas-1711 |
| Document name | The file name in the expanded batch |
| Failure reason | The full text, copied from under the file's row |
| Strategy | The Strategy column on the file's row: Preserve Layout, or Full Accessibility Reconstruction |
| Source | Canvas, Blackboard, Brightspace, SharePoint, or Manual |
| When it ran | The Date column on the batch |
| What you expected | One sentence — this is more useful than it sounds |
Copy the failure reason as text rather than describing it. The status codes in it are what distinguish an expired authorization from a genuine processing fault.
Before sending a document
Course materials and student-facing documents often contain personal information. Don't attach a document to a support request unless you've confirmed it's safe to share, and check whether the batch ID alone is enough for us to investigate. See Security.
Reporting an accessibility problem
Both of these go to info@campusmind.com as well, but they're two different things and worth separating:
- A remediated document isn't accessible enough. Include the batch ID and document name, say which part fails and for whom — a screen reader user, a low-vision reader — and name the assistive technology if you know it. Concrete reports of the form "the table on page 4 reads its cells without headers in JAWS" are far more actionable than a score.
- These docs, or the product interface, are inaccessible. Tell us the page or screen, your browser and assistive technology, and what happened. We hold this site to the same standard we ask of your documents — see Accessibility standards.
Suggesting something
If you need something CampusMind doesn't do yet, say so with the use case attached — the use case is what moves a request up a roadmap.