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  • The STU multiple cash-in code ran out of cash-ins. What do I do!?
  • Ask how many cash-ins are needed. Just remember the limit we can add is only 10 cash-ins
  • We can update the code ourselves. If they need more than that, refer them to their Rep.
  • If you're talking with a Student, refer them to their Instructor
  • The EDU's access has expired. I don't know what to do!
  • Relax, just direct the EDU to the Site or Resources they want to access.  Tell them to access the Register option and REQUEST additional access. 
  • Scenarios & Resolution 1. All subscription expired except 'MyPearson' - Extend only for 2 months 2. Expired subscription but with valid active other subscriptions - Align with the existing valid subscription 3. Valid subscription is only less than 2 months - Extend only for 2 months starting from the date of call
  • The EDU needs IRC or MyTest access. What to I tell him!?
  • We also have KB article for K-12 Instructors!
  • No worries. Direct him to our IRC request site
  • The EDU having trouble with his DVD he's asking for replacement. Should I troubleshoot?
  • A replacement DVD can be requeted directly in IRC, but before that, gather more information.
  • Determine first the problem. Is the DVD not being read? Is there an error? We can attempt to fix the problem.
  • Help! An eText is missing in the EDU's Bookshelf! I need your help!
  • Try additional troubleshooting. Find out the site, the book title then check SMS. Maybe the module's expired?
  • If expired, then match it with an existing subscription and it's done
  • Relax, check first if he's in the right location. 
  • The EDU is asking for a Section Instructor code. Can I give him the code?
  • Once confirmed, you may proceed in giving them the SI code.
  • Yes you can! With our updated process, check first if the EDU has an instructor account in SMS
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