DreamBox: Get Help and Support

This article walks through the ways you can get help and support, including self-service resources and how to connect directly with our Customer Support Team. 

DreamBox Support & Sales Team FAQs

What are the Support Team's hours?

The best place to check our Support Team hours is on the Discovery Education Contact Support page. 

How can I chat with, call, or email DreamBox Support?

The Discovery Education Contact Support page. is a one-stop shop to locate Math and Reading chat, the Support Team phone number, or use our online form to create a support ticket. 

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How can I get in touch with a member of the Sales Team?

The best way to get in touch with the Sales Team about a DreamBox demo, new purchase, or renewal question is through the Discovery Education Contact Us page. 

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DreamBox Product Resources

DreamBox University

Educators can find a variety of helpful resources at their fingertips on DreamBox University or here on the DreamBox Learning Help Center. DreamBox University contains Reading and Math courses, program guides, getting-started guides, and printable PDFs.

Click here to learn more about DreamBox University, including how to sign in from your educator dashboard.  Click here to open the DreamBox University sign-in page.

DreamBox Help Center

The Help Center is a one-stop shop for rostering, device setup, and troubleshooting instructions. You can also explore overviews of educator reports, the student environment, and parent-facing resources. 

Click here to open DreamBox Help Center Frequently Asked Questions (FAQs).

The Learn Site: Reading-Specific Resources

Note: If you have already reviewed DreamBox University, the Help Center, and the Learn Site resources, jump to the next section: Gathering Information. We would appreciate feedback on how we could improve our self-serve resources.

DreamBox University, DreamBox Learning Help Center, & the Learn Site

The Learn Site houses early literacy teaching tools and multiple Reading Plus how-to guides. All Reading  Professional Learning content has been moved to DreamBox University.

To learn more about Reading Park resources available in all locations, including direct links to guides and help content, click here.

Get Support: Gathering Information

If you have reviewed the available resources and still need help, the next step is to reach out to our Customer Support team. Before you do this, take a few minutes to gather the information you need to be ready to provide. We want to help you resolve any issues as quickly as possible. The more information you have about your question, affected student/s, device/s, settings, and any potential error messages helps us investigate as quickly as possible.

What Information should you have ready?

Depending on why you are reaching out to Customer Support, it helps to have the following information ready.  

Note: If you have a question about a specific student or group of students, never share their first or last names in an email or chat Support ticket. Collect their school student ID, or student #, from the educator dashboard before you reach out to Customer Support.

Can I…? / How-To…?			I am looking for a Resource for...*			Something Unexpected Happened
	Description What do you or your students need to do? Details Do you think you found a way to do it but it is not working? (see the “Something Unexpected Happened) Is this something you know you can’t do but wish you could? If so, this is a Feature Request.			Description Describe the content you are looking for Details Who is the resource for (your staff, parents, etc)? When do you need it? *We may not have a resource that fits your specific need, but we will do our best to suggest options.			Description Describe what you or your students were trying to do and what happened instead. Details Student # of any affected students. Error message text and number (if you saw one)Device information (Chromebook? Tablet type? Laptop?)

Contacting Customer Support

When you have gathered the information you want to be ready to provide, depending on the time of day you can reach out to the Support team via LiveChat, Webform, or Phone. 

You can reach out via any of these methods: 

1. From the DreamBox Learning Help Center (this page included).
2. From inside your educator dashboard
3. Navigate directly to the Discovery Education Contact Us page

Via the DreamBox Learning Help Center

You can contact DreamBox Customer Support from the top and bottom of all pages in the DreamBox Learning Help Center, including this one. 

To learn more about the Contact Us page and the Customer Support webform, click here, or jump to the Contact Us page image below.

 

Via the Math Educator Dashboard 

The quickest ways to connect with DreamBox Customer Support from your educator dashboard are the Live Chat button in the bottom right corner and the Customer Support link on the top Navigation bar. 

Via the Reading Educator Dashboard

The quickest ways to connect with DreamBox Customer Support from your educator dashboard are the Live Chat button in the bottom left corner and the Customer Service drop-down on the top Navigation bar. 

The DE Contact Us Page

If you are not signed in to your educator dashboard, you can access the DE Contact Us page and open the Customer Support Webform from a web browser, 

To open the Contact Us page from the Help Center:

• See Customer Support team hours, services, and direct phone number. 
• Submit a support ticket

Step 1: Open an internet browser (Chrome, Safari, Firefox or Edge).

Step 2: Navigate to https://www.discoveryeducation.com/help/contact-us 

Step 3: Use the resources and links on the Contact Us page to guide your next steps, based on your question, issue, and resolution urgency.

Updated October 21, 2024 23:38