While most teaching activities on VirtualX can be done from the front-end, there are still a few advanced tasks that require the help of a Super Administrator or school-appointed admin.
This appendix shows you:
- When you need to contact your admin
- What to include in your request
- How to contact them efficiently
🧑💼 What Is Backend Support?
Backend support means help from someone who has access to the main system settings of VirtualX—like managing user roles, editing certificate templates, updating plugins, or fixing errors you can’t handle from the dashboard.
Only a Super Admin can do these tasks.
🛠️ When to Contact Admin
| Task | Requires Admin? |
| Editing certificate templates | ✅ Yes |
| Adding new badge designs | ✅ Yes |
| Changing course expiry for all learners | ✅ Yes |
| Resetting or deleting a full course | ✅ Yes |
| Fixing broken links or system errors | ✅ Yes |
| Recovering lost accounts or passwords | ✅ Yes (if learner cannot reset) |
| Creating new categories or subject tags | ✅ Yes |
| Giving extra access to the Page Builder or DevKit tools | ✅ Yes |
| Uploading SCORM or xAPI files (bulk) | ✅ Yes |
| Adding payment integration or WooCommerce setup | ✅ Yes |
🧠 If you’re not sure, always start with your front-end tools. If you still can’t do it, then contact admin.
✉️ How to Contact Your Admin
Check with your school for the correct channel. Most schools using VirtualX use one or more of these methods:
| Method | Details |
| Example: admin@your-school.co.za or virtualxsupport@school.org | |
| 💬 Support Form | Found under “Contact Admin” on your dashboard or in the Help Centre |
| 📞 WhatsApp or Phone (if school allows) | Quickest for urgent requests |
| 🧾 Ticket System | Some schools have a helpdesk for tracking support requests |
| 📍 Office Visit | If you’re onsite and prefer face-to-face support |
📝 What to Include in Your Message
To get help faster, always include:
- 🧑🏫 Your full name and role (e.g. “Mr. Sibusiso Maseko, Grade 9 EMS Teacher”)
- 📘 Course name and code (if applicable)
- 📷 Screenshot or description of the issue
- 🕐 Time and date of when the issue occurred
- ✅ What you’ve already tried (e.g. “I reset the quiz but it didn’t fix it”)
✅ Being clear and detailed helps your admin fix the issue faster without back-and-forth emails.
🧑🏽🏫 Example Message Template:
Hi Admin Team,
I’m Mrs. Ndlovu, teaching Grade 7 Natural Science. One of my courses (Grade 7 NS Term 2) isn’t allowing learners to access Unit 5 even though they completed Unit 4.
I tried resetting progress and reordering units, but it didn’t work.
Please check if there’s a setting blocking progress or if it needs to be updated in the backend.
Thank you!
📌 Best Practices When Requesting Support
| Tip | Why It Helps |
| Always check the Help Centre first | You may be able to fix it yourself |
| Keep it short but clear | Saves everyone time |
| Use correct course names | Avoids confusion |
| Respect admin response times | Many admins support multiple staff |
| Follow up politely if no response after 48 hours | Keeps the request on track |
✅ Summary
Backend support is there for the tasks you can’t handle from the dashboard. Know when to ask, how to ask clearly, and who to contact—so your teaching doesn’t get delayed.
