How to report a technical issue with Newsela

Report a technical issue to Newsela

Is the site not working properly? Do you need some technical support asap? We are here to help! Please provide us with as much information as possible. It will be helpful for us to know the following:

  • What exactly is happening and where is it happening?

  • What are the affected users' emails?

  • What browser and device are you or your students using? (browser/iOS version can be very helpful)

  • Are you or your students using a school or home network?

  • Are adblockers, pop-ups, or browser extensions enabled?

  • What steps have been taken to resolve the problem?

  • Include screenshots of any error messaging and screen recordings of the issue occurring

To get in touch with the Newsela support team:

  1. Log into your Newsela account

  2. Click on the question mark icon located at the top right corner of your screen

  3. From the dropdown list select "Support Center"

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  4. On the Support Center page, click on "Contact" from the menu at the top of your screen

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  5. Proceed to fill out the form, include as much information as possible, and click on "Submit" when ready to send over to support. Our team is available Monday through Friday, 8AM-8PM ET and will respond to you promptly via Email during business hours.

    Alternatively, If your issue is urgent and you have a Newsela subscription you can also initiate a live-chat with a Newsela support representative by clicking on the blue "Chat with an Expert" button at the bottom right corner of your screen.

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Record a screen capture video

There are quite a few screen recording tools available via extensions like Screencastify and Loom. Certain devices may have native recording functions as well. Here are some helpful articles and instructions on how to record: