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