Frequently Asked Questions

Email ITHelp@yearup.org from your personal email address. Use the template below to help streamline the request:

Subject: Student Email reset

Body: Hi IT, my name is _____ (legal first and last name) and I am a student at Year Up Wilmington. I am locked out of my Year Up email, which is ______@wil.yearup.org. Can you help reset my password so I can gain access?

Please copy Ops Manager Daniel Godsave, dgodsave@yearup.org, in the email. Feel free to also copy other Year Up staff, like your Program Manager or coach, to help with the request if needed. 

You will need to report a lost, stolen, or damaged card to Wisely call center immediately by calling 866-313-6901. Your card will be cancelled and funds will be transferred to a new card that will be directly mailed to you.

There are a number of strategies to speed up your internet connection: 

• Is anyone else using the WiFi during work hours? Things like streaming music, Netflix, and especially video game play all have a huge impact on internet performance. Even if someone else is in the house working on Zoom and other internet applications, it will have an impact on your internet speed. Have a conversation with the people in your home to try and make a plan to share the bandwidth.

• How close are you sitting to the WiFi router? The closer you are, the stronger the signal. Every wall between the computer & the router will make the signal weaker.

• Is your laptop fully charged? Try plugging in. 

• Ensure the area surrounding the WiFi router is completely open – there should be about 18” of free space on all sides of the router, nothing should be on top of it, and it should not be in a closed cabinet.

• If you are able to sit close to the router, the best thing would be to plug directly into the router, rather than using WiFi. This will provide full signal strength and is considered the best for connectivity. Year Up can purchase an internet cable for you and ship directly to your home if this is an option.

• If none of the strategies above work, please reach out to Daniel Godsave at dgodsave@yearup.org and/or Year Up It help desk (ithelp@YearUp.org) for additional support.

Your laptop probably needs an update! Follow the steps below: 

• In the bottom left corner, you’ll find a magnifying glass/search icon. Single click, then type in “Updates”

• You should see an option in the right panel that says “Check for Updates.” Click that link.

• A new window will pop up. You may see a few different options, either to install new updates or to check for updates. Click the option that you see (sometimes this button is at the top of the window, but other times you have to scroll down to see it).

• Your computer will then undergo updates and installations of new software. You’ll need to keep an eye on this, as some updates require a computer restart midway through. After you restart, navigate back to the “Check for updates” screen and click on the options to check for updates/install updates as needed. It is likely that you will have to repeat the restart process multiple times.

• When you get back to the “Check for updates screen” and no other options remain, you are done updating. You’ll see a green check mark and a message indicating your PC is now up to date.

If the problem persists after you update, email Daniel Godsave at dgodsave@yearup.org and/or ITHelp@yearup.org from your Year Up email address. Please copy your Program Manager to expedite the help ticket. 

This is an easy fix. Follow the steps outlined in this document to fix this issue. If you have any trouble, please contact the Operations staff member of Site Director.