If you have located your courseware or access code but cannot access or register your materials, use the information below to determine your next step.
I Have an Access Code, but I Can’t Redeem It
Most courseware access codes must be redeemed on the publisher’s website or courseware platform.
Review the instructions provided with your access code and confirm that you are attempting to redeem it on the correct website.
Your instructor may also have provided a specific registration link within your school’s Learning Management System (LMS). Some courseware must be registered through this link so that your materials are connected to the correct course or section.
I Can’t Find the Link to Register for My Course
Check your LMS for a courseware or publisher link.
Depending on your LMS and course setup, look in:
- Course Materials
- Getting Started
- Syllabus
- Modules
- Content
- Books and Course Tools
- Weekly assignments
- A link displaying the publisher’s name
If you cannot locate the required registration link, contact your instructor to confirm where the courseware link has been placed for your course. The existing Canvas, D2L, and Blackboard instructions all use this same basic escalation path.
I Have the Course Link or Course Key, but I Still Can’t Register
Confirm with your instructor that:
- You have the correct courseware product.
- You are registering for the correct course and section.
- You are using the correct registration link.
- You have the correct course key, if one is required.
If this information is correct but you receive an error on the publisher’s website, contact the publisher’s support team for assistance.
My Access Code Says “Invalid” or “Already Redeemed”
First, confirm that you are using the correct publisher courseware access code.
If the code has already been redeemed, it may be associated with an account using another email address. Consider whether you previously registered the courseware using a different email address.
The publisher’s support team can help confirm whether a code has already been redeemed and the account associated with it.
I Receive an Error When Redeeming My Code
Before contacting Support:
- Confirm that you are using the correct access code.
- Confirm that you are on the publisher website identified in your access instructions.
- Check whether a course key is required.
- Confirm that you are registering for the correct course and section.
- Make sure your web browser is up to date.
- Try another supported web browser if available.
- Take a screenshot of the complete error message.
If the error occurs on the publisher’s website, use the publisher’s available Support or Contact Us option for assistance.
I Registered My Courseware but Lost Access
If you previously had access to your courseware but can no longer access it on the publisher’s website, contact the publisher’s support team.
The publisher can review:
- The account associated with your access code
- Whether your code was successfully registered
- Your course registration
- The status of your access
If the publisher determines that the issue must be addressed by your Online Bookstore, ask for a support case number or transcript and provide that information when contacting Customer Support.
My Courseware Link Is Giving Me an Error
Where the error occurs helps determine who can assist.
The error occurs when selecting the courseware link in your school’s LMS
Take a screenshot of the error and contact Customer Support for assistance.
The courseware opens, but the error occurs on the publisher’s website
Contact the publisher’s support team. Publisher websites are third-party systems, and the publisher is best able to review account, registration, and website-specific issues. The current content makes this same distinction between bookstore access and problems occurring once the student reaches the third-party publisher site.
What Information Should I Provide When Asking for Help?
Providing as much information as possible can help Support identify the issue.
Include:
- Your school
- Course name and section
- Instructor
- Courseware or product name
- Publisher
- Access code, if applicable
- Course key, if applicable
- A screenshot of the error
- Where the error occurs
- Publisher support case number or transcript, if you already contacted the publisher
If you do not know some of this information, provide whatever information you have available.
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