This paper deals with the concept of "creative help" observed in online learning. In this perspective, help is characterized by a moment of intervention (proactive and reactive help), intention (to pilot, to weave and to modulate) and a design process that allows the formulation of the help (content and form). The exploratory approach that we present here defines "creative help" as participants' reactions in the face of new problems encountered through the use of a device (teaching or learning problems). Such problems have not so far been considered by learning device designers. Thus, participants tend to deviate communication tools to reach their goal. Such deviation creatively transforms help through one or more of functionalities, with one of several advantages as well as one or more consequences for teaching and learning.