1. If a student Cohort expired but they said they never taken it, first verify that the never has taken Aleks. A tech with Aleks admin credentials can check this for you. Search by ID number. 

2. If all the information checks out forward an email support-admin@mheducation.com  requesting student access. 

"Student Name, ID number

We’ve got a situation where this student appears to have expired, but never took the Aleks assessment. 

Please move the student into the active institution-paid (not student-paid cohort)."