From Financial Consumer Agency of Canada

FREQUENTLY ASKED QUESTIONS

Questions about The City website or experiencing technical difficulties with the site? Check out our Frequently Asked Questions (FAQs) listed under the following categories to find the answers or the help that you are looking for.

If these FAQs cannot answer your questions or help resolve your technical difficulties, contact us or use the following electronic form to inform us about the technical difficulties you are experiencing. Please observe the following instructions when contacting us:

  1. Provide your full name and specify if you are a student or a teacher;
  2. Provide a detailed description of the issue you are experiencing (including the wording of any error messages you may have received);
  3. Indicate the name and page of the module in which the problem occurs;
  4. Indicate the e-mail address you used to register to The City, and provide a phone number where you can be reached in case we need to contact you to get more detailed information about the issue needing to be investigated.

PLEASE NOTE:
A teacher may be permitted to contact FCAC on behalf of one of his student to resolve technical issues. When doing so, the teacher’s identity will be verified by FCAC and only the student name will be required.

Internet speed and software required to use The City

What kind of Internet speed and software are required to use The City?

A high-speed Internet connection is required. You also need Adobe Flash Player 8 or a newer version. Flash Player can be downloaded at http://get.adobe.com/flashplayer/. In addition, please be sure you have cookies turned on and JavaScript enabled (See the Options in your Tools menu).

Please note that in The City you will find Microsoft Excel and PowerPoint documents as well as PDF documents, which requires Adobe Reader.

Server and/or firewall issues

As an educator, what should I make sure to check with my colleagues responsible for our computer network and server before I start using The City with my class?
Verify with your in-house network support team that your computer network and server can accommodate a larger number of Internet users at the same time and that your firewall allows access to external resources. Check that your firewall does not restrict or slow down access to Adobe Flash Player 8, Adobe Reader and JavaScript. In addition, please verify that your firewall does not block access to Web mail services like Gmail, Hotmail, Yahoo mail, etc.

Registration process

As a teacher, can I use one email address to register multiple users?

No, The City requires an individual account registration. Each user must set up a profile with his or her individual email address. This email address lets students save their work while going through each module. It also lets a teacher review and grade a student’s work if the student joins a class online. Teachers need to provide a class code to their students when they want them to join their online class.

I never received an e-mail notification to complete the registration process, what should I do?

Most of the time, this is the result of mistyping your email address when you first registered. If you suspect this is the case, please contact us and then try to re-register.

The cause may also be that you did not use the right email address. If you have more than one email address, check any other email accounts you may have used to see if you’ve received the confirmation notice.

Another explanation may be that your email service provider blocked our email notification, thinking it was spam. Please check your junk email folder and with your in-house network support team. If that doesn’t help, check with your Internet service provider.

Finally, you may have inadvertently deleted the notice we’ve sent you, thinking it was spam. If you suspect this is the case, please contact us.

I don’t have a personal email address. How do I get one?

Talk to your teacher or parents. Your teacher may be able to help you set up a free email account from a school computer, with the permission of your parents. A number of providers such as Hotmail, Gmail, Yahoo and many others offer this service. You will then be able to access your email account from any public computer.

Opening an on-line session (trouble seeing the login page or trouble logging in)

My computer doesn’t seem to be able to display the login page properly. What should I do?

The problem may lie with your computer station, your computer network or your server. Please check with your in-house network support team. On rare occasions, The City website may be down for maintenance reasons (it usually occurs on weekends), therefore please try again later that day or the following day.

I’m having trouble logging in. I get a message saying that my email address is invalid. What should I do?

Most of the time, this is the result of mistyping your email address or password. After the initial registration, you may make typing errors when trying to log in. TIP: Take your time while entering your information and look at the keyboard while you do so. This will help you avoid mistyping your information.

However, this may also be because you have forgotten what email address or password you used to register. Check any other email addresses or passwords you may have used. If you have previously logged in with the address you are trying, you may have forgotten your password. Click “Forgot Your Password?” on the login page, and the password will be emailed to the address you used to register.

If you have never logged in successfully or never received an email confirming your registration, you may have mistyped your email address when you first registered. Try to re-register.

Finally, make sure you are trying to login into the right section (student or teacher). If this doesn’t work, perhaps you did not register in the right section initially. If so, please try to register again. If you are still having problems, please contact us.

Length of a session (session expiring)

How long does a session last?

A session lasts 45 minutes. However, your session should not expire if you are still actively navigating through a module after 45 minutes.

While working in a module, I get called away from my computer for a few minutes. When I get back, the session was expired. How long can I leave a module inactive before the session expires? What do I do?

A session lasts 45 minutes before expiring. If you leave and then come back to your computer within this timeframe, you should not get logged out.

However, if you do experience this type of problem, check if your school server is able to support a large number of computer users at the same time, as this may be the cause of the problem. If you are still experiencing difficulties, please contact us.

Navigating in the modules

I’m clicking on the page numbers at the top of the page, trying to move to the next page, but it doesn’t work. Why?

You can use the page numbers to navigate only to pages you have already completed. To advance forward to pages you haven't yet completed, click the Next button at the bottom of the page. The Next button saves your work so that you don’t have to repeat it.

NOTE: Sometimes you won’t be able to move to the next page until you complete an activity.

Do I have to do the modules in order?

No, the modules are independent. You can launch any of the modules on the student home page at any time. However, you will find some modules hard to do unless you have completed the earlier ones. In particular, to finish the financial plan, you will need information you compiled in earlier modules.

Do I have to complete an entire module at once?

No, you can stop your work and exit a module at any time. The system will remember the last page you finished in each module, and return you to that page the next time you launch the module. However, before exiting a module, make sure to hit the Next button if you want to save a page in which you were required to enter data, otherwise the data will be lost when you resume the module.

On-line classes and class codes

I’m a teacher. How do I create an online class and obtain a class code for my students?

Creating an online class allows students who complete the online modules to associate themselves with your class, and allows you to view their work. Once you are registered on the teacher platform, just click on the Manage Classes tab at the top of the page and follow the instructions provided to create or manage a class. If you need further information about the process, click on the Tutorials tab, also located at the top of the page.

I’m a teacher. I’ve created an online class, but I can’t see the work done by my students. What should I do?

A teacher can only see their students’ work once they have completed an entire module. If one of your students has completed some modules and you still cannot see their work, they could have mistyped the class code you gave them. Usually, if this is the case, an error message will indicate that the class code they have entered is invalid.

However, if the code they have entered was accepted and you still cannot view their work, it usually means that they have entered a code that matches a code created by another teacher. If you suspect this is the case, please contact us.

I’m a student. Do I need to have a class code and how do I get one?

You don’t need a class code to do the modules. You need a class code only if you are joining an online class created by your teacher. If that is the case, your teacher will provide you with a class code.

I’m a student. Where do I enter the class code?

Click the Join A Class button on the student home page and enter the code your teacher gave you - be sure to enter it correctly. If you don’t see the Join A Class button, it means that you have already joined a class.

I’ve entered the class code my teacher gave me, but my teacher can’t see my work. What should I do?

A teacher can only see your work once you have completed an entire module. If you did complete some modules and your teacher still can’t see your work, you may have mistyped your class code. Usually, if this is the case, an error message will indicate that the class code you have entered is invalid.

However, if the code you have entered was accepted and your teacher still cannot view your work, it usually means that you have entered a code that matches a code created by another teacher. If you suspect this is the case, please contact us.

Saving/loosing data in the modules

I entered information in a worksheet and clicked the Save button. Then I quit (or went back to a previous page). When I came back, my data was lost. How can I get it back?

You must click the Next button at the top or the bottom of the page to save your data online. The Save button does not save your data, it only lets you save the web page to your computer. If you leave the page without clicking Next, your data will be lost. If you need to leave before finishing a worksheet, save your work by clicking Next and go back to the page next time you log in.

If you need to save your data for the future, save the web page to your computer or print the page and file it safely.

NOTE: Some simple activities do not save your work. They refresh every time you return to the page.

Teacher training

Do you offer training for teachers who would like to get familiar with The City and learn how to use it in their classroom?

Yes, FCAC offers free training to teachers through a self-directed program. It is an audio-visual presentation available on-line. You can access this presentation after you login.

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