Common Support Desk Topics and Resources
for Alliant International University
Teacher Candidates:
If and when the student says….”I do not have an account with Insight
ADVANCE…”
If it is after the initial registration period, here are the three options:
1. Check the Trash/Spam folder for an email coming from notification@insightadavnce.com
2. Use the Alliant Email and perform a password reset
3. Email support@insightadvance.com using the Alliant email for support
I changed my course, and now the mentor is not showing up correctly when I try to submit the video for
observation, or my dashboard is EMPTY:
 Email support@insightadvance.com using the Alliant email for support
a. Be sure to provide the following information: full name, Alliant email, course and section
number
I uploaded a video, but my mentor did not receive it…
 The student most likely ONLY uploaded but did not submit the video
a. Go to “manage my video”, choose the third option and submit for evaluation (only
available through the web, cannot use the app to submit a video for observation)
b. The student may have “shared” the video, the same process above, must go back and
submit the video for evaluation.
Note: The ADVANCEfeedback IOS app is designed for UPLOADING only. All other required steps must be completed
through the web.
If the student is completely lost on how to use the platform.
 Here is the Alliant student’s TUTORIAL video
Course Instructors/Mentors:
For the Mentors…
 The course mentor mentioned a student is complaining that he/she does not have access to the
platform.
a. Please use complete THIS form, and our support team will take care of it immediately.

A new course mentor is struggling with how to use the platform.
a. Refer to THIS guide and encourage the mentor to contact support@insightadvance.com
directly to schedule a quick training.
Other notes:
The platform is set to the international time zone. Since California is in the Pacific Time Zone in the United States
of America (USA). US Pacific Standard Time (PST) is 8 hours behind Greenwich Mean Time (GMT-8).