Ask TROY

Frequently Asked Questions

You can find the answers to many of your questions below:


General/Admissions

A: Students and prospective students may call 1 (800) 414-5756 or e-mail ask@troy.edu to get answers to questions concerning the many different functional areas of Troy University.
A: To view the degree programs we offer visit our degree programs page. Currently, we do not offer the teacher degree program. Students interested in teacher degree program should contact the College of Education at 1 (334) 670-3546. Students interested in completing courses to maintain teacher certification may be able to meet those requirements with courses available online.
A: Yes. However these programs are handled specifically by the Nursing Department. Although the nursing department has distance learning education courses online they are not at all related to TROY Online. This is the only online program not related to TROY Online. Contact Crystal Bishop in admissions at 1 (334) 241-8631 or send an e-mail to ask@troy.edu.
A: Students should gain access to Canvas within 8 hours of registering. Once the instructor publishes the syllabus, you can review course requirements and course materials needed for the course. Once students have access to the course, they can purchase course materials by clicking that link in the course menu. If you have questions about your enrollment status, contact your advisor.
A: Barnes and Noble is the official bookstore for all TROY students. Please visit the How to Order Textbooks page for information about available textbook purchasing options.
A: It is up to each individual instructor to make their courses available to their students, but courses should be made available no later than the day before classes actually begin.
A: Failure to meet Satisfactory Academic Progress (SAP): denied Financial Aid due to either low GPA, low pass rate, or the student has exceeded the maximum amount of hours without getting a degree. You can appeal this decision if you were experiencing extenuating circumstances and can provide supporting official documentation. For more information on the denial go to: the Financial Aid page and click on Policies.
A: Yes. Students may enter the program for one term without a test score on file but must have a test score on file by the end of their second term (18 weeks) to continue courses with TROY Online.

Registration/Web Express/e-mail Account

A: First you must go to the TROY homepage and select Trojan Web Express. Then you must select students. In Trojan Web Express it will indicate that your initial password (PIN) is the First initial (capital) + Last initial (lowercase) + 8 digit birthdate (MMDDYYYY). You will be asked to enter a new password.
A: The TROY Online Registration form is available on the TROY Online Forms page. Complete registration form and submit. It will then go on to an advisor for manual registration. You will receive a confirmation upon completion by e-mail.
A: If you are in multiple courses and are unable to drop a single course using Trojan Web Express, please submit a help desk ticket or call 1 (800) 414-5756. Please note that you must remain enrolled in at least one course to be able to drop courses through Trojan Web Express.

To withdraw from all courses please visit the TROY Online Forms page. On the Online Forms page locate the link to the Withdrawal Form. If you still have questions, please call the 1 (800) 414-5756 for assistance.
A: We suggest you submit an online withdrawal form that will be time dated and stamped, as these are approved by the date submitted. You can also send an e-mail to your advisor as e-mails are time dated and stamped as well and will show your attempt to drop or withdraw during the refund period. To withdraw from all courses visit the TROY Online Forms page. On the Online Forms page locate the link to the Withdrawal Form. If you still have questions, please call the 1 (800) 414-5756 for assistance.
A: Visit the TROY homepage and select e-mail. Enter your User ID and your password.

Your e-mail User ID (e-mail address) is the same as your Trojan Web Express ID.

Your e-mail password is the same as your Trojan Web Express password. Your initial password (PIN) is the First Letter of your First Name (capital) + First Letter of your Last Name (lowercase) + 8 digit birthdate (MMDDYYYY). Once you have changed your password in Trojan Web Express, your email password will then be changed to that same new password as well.

Please note: Your e-mail account will be created within 48 hours after you have registered for classes.

Technical Support/Canvas

A: Visit TROY Online homepage and select "Canvas Login". You will not be able to access Canvas or e-mail until you have been registered for a course for at least 24 hours. To access Canvas log in using your Trojan Web Express User ID and password. After logging in to Canvas, you should see your course on the left under "Courses" or by clicking the "Dashboard".
A: Only students who are currently enrolled in courses will be able to login to the Canvas system. Once a student registers for a course, he/she will have access to the Canvas system. This includes students who may have previously taken courses through Canvas.
A: Students should gain access within 8 hours of registering. It can take up to 24 hours for a student's registration to process and be transferred to the Canvas System. As soon as Canvas system receives the registration information the student will be able to login. If a student still cannot login after 24 hours, they should verify their registration through Trojan Web Express or contact their advisor.
A: Students username and password for Canvas is the same as their Trojan Web Express username/password. If you are unable to login using your Trojan Web-Express information, your password can be reset for all TROY systems by calling 1 (800) 414-5756.
A: If a student finds that their online course is still not available on the first day of class, they should contact etroyqc@troy.edu or call 1 (800) 414-5756. You will need to give the name of the course and the instructor and to find out the status of the course.
A: Students can go to the TROY Online homepage and click on the "Schedule of classes" and then select "Undergraduate or Graduate" class schedule.
A: Any time a student has a problem with an instructor within a course he/she should contact TROY Online Student Services at 1 (800) 414-5756.
A: Students will only have access to courses for three (3) days following the end of the term. After three (3) days students will have to go to the Trojan Web Express to check their final grades. If student has a question about his/her final grade, he/she will need to contact the instructor of that course. If students are not enrolled for the next term they will lose access to the Canvas system until they have enrolled again.
A: Students do not register for the upcoming term through the Canvas system. To register for online courses, students need to go to Trojan Web Express.
A: The Canvas system has been set to default back to students' troy.edu e-mail accounts. However, students can add additional email addresses by editing their settings.
A: It is not necessary to go to Canvas through the TROY Web site. Canvas users can log directly into the Canvas system by going to canvas.troy.edu.
A: Users can go to http://helpdesk.troy.edu and submit a ticket for help or click the "Live Chat" icon on the TROY Online homepage or contact Canvas Support 24/7 at 1 (844) 358-6139. The Educational Technology support group is available seven days a week from 8 a.m. until 5 p.m. (Central Time) to assist users through the ticket system. The Live Chat feature is available 8 a.m. until 5 p.m. (Central Time) Monday-Friday.

Military

A: The TROY Military and Family Scholarship pays all tuition costs above $250 per credit hour for any military student-or their spouse and dependents-enrolled in undergraduate or graduate programs. Spouses and dependents apply at the following link:

Troy Online Scholorships.
A: Your SOCAD Student Agreement will be prepared and sent to GoArmyEd when Troy University determines that you have satisfied all admission requirements and when your transcripts have been evaluated. Those admission requirements are satisfied when Troy University receives all required transcripts and test scores and when you begin your first term of classes with Troy University.
A: Your Student Agreement must be sent to GoArmyEd by the time you complete six semester hours with Troy University or nine semester hours at another college or university. If GoArmyEd does not receive your Student Agreement by the deadline, then GoArmyEd will place you on hold. Being on hold means that you will not be allowed to register for classes.
A: Unless you change your degree plan, GoArmyEd will not update your Student Agreement because it is a static document that was not designed to be an academic advisement report. Instead, GoArmyEd designed the Degree Progress Report to help you keep track of your academic progress. So, it is the Degree Progress Report that GoArmyEd periodically updates as you advance towards completing your degree requirements.
A: To locate your Student Agreement and you Degree Progress Report, please log into your GoArmyEd portal account. Then go to "My Virtual Education Center" in the portal; then click the "Before You Enroll in a Course" link; and then "View Student Agreement/Degree Progress Report" link. Finally click the "View Student Agreement" link under the "SOCAD Student Agreement/Documented Degree Plan" category to see your Student Agreement; and click the "Launch Degree Progress Reports" link, which is located under the "Degree Progress Report" category, to see your Degree Progress Report.
A: Focus primarily on the courses that are listed in the Student Agreement because your degree-program requirements will mainly consist of those courses. Also, check to see which of those courses you have been given credit for. Although the Student Agreement will not be updated, please keep in mind that it was designed to serve as a snapshot of the courses and credit hours that have been initially applied towards your degree requirements.
A: Your Student Agreement will be in the form of an eFile document if your GoArmyEd designated degree plan is "other degree plan." So, if your degree plan is designated "other degree plan," Troy University will directly upload your Student Agreement/Documented Degree Plan to your GoArmyEd portal account. Please keep in mind that if your Student Agreement is in the form of an eFile, you will not have access to the GoArmyEd Degree Progress Report. Also, please note that your Student Agreement will not be uploaded to the GoArmyEd portal until you have satisfied all Troy University admission requirements. Those admission requirements are satisfied when Troy University receives all required transcripts and test scores; and when you begin your first term of classes with Troy University.
A: Your eFile Student Agreement must be uploaded to the GoArmyEd portal and then reviewed and approved by an education counselor by the time you complete six semester hours at another college or university. If your eFile Student Agreement has not been reviewed and approved by the deadline, then GoArmyEd will place you on hold. Being on hold means that you will not be allowed to register for classes.
A: To locate your eFile Student Agreement/Documented Degree Plan, please log into your GoArmyEd portal account. Then, click the "eFile" tab, which is located near the top of the page and to the right. Then, click on the icon labeled "SOCAD Student Agreement/Documented Degree Plan (the icon will usually represent a PDF, Notepad, or Word Document)."
A: If you have any questions regarding your SOCAD or your GoArmyEd Degree Progress Report, please contact Jonathan Lockhart at jlockhart43354@troy.edu

 

Last Updated: 08/17/2017