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)."
