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Overview

This page provides information regarding how to directly contact Blackboard Collaborate Technical Support. Please feel free to contact Blackboard Collaborate directly. However, if you find you are not receiving the assistance that you need, do not hesitate to contact the ITS Help Desk. Blackboard Collaborate advertises 24/7 support.

Phone: 1.877.382.2293

Blackboard Collaborate Support Portal

The Blackboard Collaborate support portal is located at https://blackboard.secure.force.com/btbb_publichome?dfprod=Collaborate. From the support portal, you will have the ability to create a case based on your problem, look up cases you have opened, locate documentation on known issues, chat with an agent, or contact support by phone. Please see the FAQs at the bottom of this page for assistance in determining when it is appropriate to contact Blackboard Collaborate for assistance.  

Creating a Case

If you would like to create a case from the support portal, first type a brief description of the issue you are experiencing in the "Create a Case" field and click "Submit". Before the case is created, you will be shown a list of articles that may be relevant to your problem. If you are unable to find an answer to your question in their Knowledge Base, click the button that states "Create a Case". You will then be taken to a page to submit a new support case. Fill out all fields to the best of your ability, type out as detailed of a description of your problem as possible, then click the "Create New Case" button. You will receive a response to the email that you submitted in the form. You may also check on your case from the "My Cases" button on the support portal page. 

Phone Support

You may also contact Blackboard Collaborate support by phone. For calls from North America, dial 1.877.382.2293. If you are calling from outside of North America, please locate the appropriate number from the Blackboard Collaborate Support Phone Numbers page. 

Chat Support

Chat support is also available. From the support portal, click the "Chat with Agent" button. You will be prompted to fill out some contact information and a description of your problem. You should be connected to an agent briefly. 

FAQs

 

 When should I contact Blackboard Collaborate Support?

You should contact Blackboard Collaborate Support for any issues directly related to the session itself, including, but not limited to:

  • Configuring your computer to launch a session.
  • Configuring a microphone or webcam in a session.
  • Problems connecting to a session.
  • Problems viewing content in a session.
  • Problems loading content into a session.
  • Problems utilizing the software after the session has launched.
 When should I contact my instructor?

You should contact your instructor if you have not been provided a link to your session, either through email or through Online Rooms in eLearning. You should also contact your instructor if you are not sure if a meeting is scheduled for a specific time. If you believe that there is a problem with a session that is affecting multiple users, you should let your instructor know.

 Can I still contact the ITS Help Desk for issues with Blackboard Collaborate?

Yes. If you are not getting the assistance you need from Blackboard Collaborate support, or you just prefer contacting the ITS Help Desk, feel free to contact the ITS Help Desk at (850)474-2075 or by email at helpdesk@uwf.edu.

 

ITS Help Desk

(850) 474-2075
helpdesk@uwf.edu