When something in Intertwined isn't working, or you have an idea for making it better, we want to hear about it. This article explains where to look for answers, how to reach our team from inside the Teacher Portal, what to put in a bug report so we can fix things quickly, and how help works for your students.
Look it up in the help center
The help center at help.intertwinedfinance.com has step-by-step articles for teachers and for students, including troubleshooting for the most common problems. You can reach it from inside Intertwined two ways:
Click your name at the bottom of the sidebar to open My profile, then click Open next to Support Center.
Click Onboarding in the sidebar and choose the Support center card.
The help center opens in a new tab, so you don't lose your place. If your browser blocks the new tab, click Open Help Center on the page that appears.
Chat with us
When you're signed in as a teacher, a chat bubble sits in the corner of every Teacher Portal page. It's the fastest way to reach our team, and because it knows which account you're writing from, you don't need to explain who you are.
Click the chat bubble.
Type your question or describe the problem.
Send it. You can keep working or close the chat window; your conversation is saved.
Click the bubble again later to read our reply and continue the conversation.
The chat bubble is for teacher accounts. Students and school administrator accounts don't have it.
If you don't see the bubble, reload the page. If it's still missing, a browser extension or your school's network may be blocking it; see School networks, devices, and browsers: what Intertwined needs.
Email us
If you can't sign in, or the chat is blocked on your network, email [email protected]. Write from the email address on your Intertwined account if you can, so we can find you.
Reporting a problem
A good report lets us find the problem on the first try instead of after several rounds of questions. Include as much of this as you can:
What you were trying to do, and what happened instead.
The exact message, word for word, or a screenshot that shows it.
Where it happened: copy the web address from your browser's address bar, and name the class, course, unit, assignment, or simulator.
Who it affects: only you, one student, the whole class, or several classes. For a student, give their name and username.
When it happened, roughly, and whether it happens every time.
Your device and browser, such as "school Chromebook, Chrome" or "MacBook, Safari." Say whether it also happens on another device or network.
What you've already tried, such as reloading, a private window, or another browser.
Important: never send us your password or a student's password. We don't need them to help.
Before you write, it's worth checking the troubleshooting articles for the problem you're seeing. Many have a fix you can do on the spot:
Suggesting a feature
Ideas from teachers shape what we work on next. Send yours through the chat bubble. The most useful suggestions tell us:
What you're trying to do with your class.
How you handle it today, and what makes that hard.
How often it comes up (every day, once a unit, once a year).
We read every suggestion. We can't promise to build each one or give a date, but knowing the problem behind the request helps us find the right fix.
Questions about plans, billing, or a school license
Message us through the chat bubble. If you're asking on behalf of your school or district, you can also use Ask about it for your school wherever a feature is locked, or request a quote at intertwinedfinance.com/request-quote. Plan details are in Intertwined plans explained: Free, Solo, and school licenses.
Help for your students
Students don't have a chat bubble. Their path to help runs through you:
Students have a Support Center link in their sidebar that opens the help center, where the student articles explain logging in, finding work, and using each simulator in student-friendly language. A good place to point them first is Getting help when you're stuck.
If a student can't solve it, they come to you. Most student problems (logins, missing courses, progress) can be fixed from your side with the troubleshooting articles above.
If you need us, send the report yourself through the chat, with the student's name, username, and class.
Common questions
Can you change the email address on my account?
Yes. You can't change it yourself (the My profile page notes "contact support to change"), so message us from the chat bubble with the new address. See Managing your profile, password, and sign-in.
Can a co-teacher or my school administrator contact you about my class?
Co-instructors are teachers, so they have the chat bubble too and can write to us about a class you share. School administrators can email us.
Is there a way to see if Intertwined is down?
If Intertwined fails the same way on several devices and networks, for you and for colleagues, our service may be temporarily unavailable. Wait a few minutes and try again. A page is stuck loading or looks broken explains how to tell.