If you expected to have access to digital course materials but cannot find or open them, first determine how your materials were supposed to be provided.
My course material is not showing in my school’s portal or Learning Management System (LMS)
If your school automatically provides your course materials, sign in to your school’s student portal or Learning Management System (LMS), such as Canvas, Blackboard, D2L, or Moodle, and open the appropriate course.
Look for the bookstore or course materials link associated with the course.
If your course material should be available but is not displayed, contact Customer Support so we can review your access.
When contacting Support, provide as much of the following information as possible:
- School
- Course name and section
- Instructor
- Title of the missing material
- ISBN, if available
- A description of what you see when attempting to access the material
If you do not know some of this information, provide whatever information you have available.
I opted in, but I cannot access my materials
First, sign in to your school’s portal and confirm that you are currently shown as opted in.
If you are opted in but your course materials are still unavailable, contact Customer Support so we can review your access.
If you are shown as opted out, review your school’s available options for changing your selection if you intended to participate in the course materials program.
My digital purchase isn’t in my eLibrary
Sign in to your Online Bookstore and check your eLibrary:
- Select your username in the upper-right corner.
- Select eLibrary.
- Look for the material and review its access information.
Most eBook access is provided soon after an order is placed, but some items may take longer. Check your Online Bookstore account to determine whether the item is still pending fulfillment.
Vitalsource Troubleshooting – TextbookX.pdf
My eBook isn’t showing in VitalSource Bookshelf
If you accessed or redeemed the material but cannot find it in Bookshelf, make sure you are signed in using the correct VitalSource account.
If you have previously used VitalSource, you may have more than one Bookshelf account associated with different email addresses. A previously redeemed title may be associated with another account.
Issues Redeeming a VitalSource Bookshelf Code – TextbookX.pdf
If you still cannot locate the title, contact Customer Support for assistance.
My access or redemption code isn’t working
If you receive an Invalid Code, Code Already Redeemed, or similar error, there may be an issue with where the code should be redeemed, its expiration, or the account associated with it.
Some codes must be redeemed directly on a publisher’s website rather than through VitalSource Bookshelf. Review the instructions provided with your purchase before attempting to redeem the code again.
Issues Redeeming a VitalSource Bookshelf Code – TextbookX.pdf
For additional troubleshooting, see Issues Redeeming a VitalSource Bookshelf Code.
I can access Bookshelf, but the content will not load
If you can sign in to VitalSource Bookshelf but the material will not load or your network appears to be blocking access, your school’s or organization’s firewall or web filtering settings may be interfering with VitalSource.
For network requirements and approved domains, see Configuring Your Firewall for Use With TextbookX and VitalSource Technologies (Bookshelf).
Configuring Your Firewall For Use With TextbookX and VitalSource Technologies (Bookshelf) – Textbook.pdf
I still can’t access my course material
If you have confirmed that you should have access and the steps above do not resolve the issue, contact Customer Support.
Please provide as much information as possible about the course, material, and problem you are experiencing so we can investigate.
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