Support: FAQs for Students

Answers to many of the most common questions are below. If you don't find what you're looking for, our Support Team is ready to help.

• I'm having difficulty registering.

  Registering lets you set up your student account to be able to log in to Mastering.

  To register:
  Go to the homepage, click New Students (under Register), and then follow the on-screen instructions.

  If you think you've already registered, try re-registering with the student access code that you were given.

  If you encounter any difficulties registering with an access code or purchasing access online:
  Please contact Registration Customer Support.

  To enroll in an online course:
  Log in using the login name and password you selected when you registered. You'll be asked for your Course ID (get this from your instructor, who may also provide you with information for entering your Student ID). Once you enter this information, you are enrolled in your Mastering online course.

  If you can log in but are having trouble enrolling in a course: Check to make sure that you are entering the Course ID exactly as your instructor gave it to you. If you continue to have difficulty, please contact Mastering Customer Support. (For fastest service when you ask a question online, please create a Customer Service account. Once you create an account on this site, you can track the status of all your issues, and you'll never need to fill in your user information again.)

• How do I get a student access code?

  College/Higher Education:
  Students receive a Student Access Kit with their purchase of a new textbook. The kit contains instructions and a unique access code for registering for use of the site. Students without a Student Access Kit can purchase access online here.

  High School:
  Schools purchase a Class Registration Kit for instructor use. Instructors use the provided instructor access code to access Mastering and create an online course. Instructors then distribute the student access codes and instructions provided in the Class Registration Kit, along with the Course ID for their online course.

  IMPORTANT: Each student access code can only be used once! You redeem your access code when you register for Mastering, which allows you to access the site for a prescribed period of time. Once established, you cannot share your student account with any other student. All scores and personal information (including financial, if applicable) are associated with your individual student account.

• How do I get a refund for a student access code?

  Please forward the email that you received confirming that you have registered (also applies to online purchase) to webaccesscs@pearson.com, and explain why you are requesting a refund.

• How do I enroll in a new course?

  When logging in for the first time, you'll be prompted to enter a Course ID, which will have been provided to you by your instructor.

  If you don't have a Course ID the first time you log in:

  • You can select a book title and use the self-study resources until you receive the Course ID from your instructor.
  • To enroll later: Log in, click Join Course from the welcome page, and provide a Course ID.
• I'm having difficulty enrolling in a course.
  • "Please try again or check with your instructor to ensure that you have the correct Course ID"
    If you see this message after entering the Course ID, it means that the Course ID you entered is invalid. Please contact your instructor to verify that you are entering the correct Course ID. You must enter the course ID exactly as your instructor gives it to you.
  • If you have entered a Course ID that has been accepted by the system, but you are not seeing the same assignments as other students, please check with your professor to confirm that you are enrolled in the right course and have not accidentally enrolled in another course.
• How do I get my Course ID?
  Your Course ID will be provided to you by your instructor.
• I forgot my login name and password. How can I get them again?

  To get your login information: https://register.pearsoncmg.com/forgotlogin/fl_enter_data.jsp

  • You'll be asked to provide either your login name or the email address on record for your account. If you can do this, you'll receive a prompt email with your login name and password.
  • If you've registered for more than one Pearson product and have used more than one login/password combination: The system retrieves the first login/password combination you have in the system. To get the correct login/password combination, you may need to call Registration Technical Support at 800-677-6337.
• How do I update my student information, such as my student ID?

  Students can easily update this information online themselves at any time. Here's how:

  • To change your student ID:
    Log in and click the Edit Student ID link at the bottom of the welcome page.
  • To change your student account information (login name, password, email address or other):
    Log in and click the Edit Account Info link at the bottom of the welcome page.

  Note: You cannot change your first or last name yourself. You must make this request by contacting Registration Customer Support. Access codes cannot be transferred from one person to another even by changing names.

  IMPORTANT: You cannot transfer your subscription to Mastering with another student by changing the name on your student account or in any other way. All scores and personal information (including financial, if applicable) are associated with your individual student account. If any work is done by another student using the account, this is still associated with you and is not credited to the other student.

• I'm taking two Mastering courses in one semester. Do I have to have two student access codes?

  Students can get FREE ACCESS to a second, simultaneous course under the following conditions by requesting an additional access code.

  Conditions:

  • The same textbook and the same edition must be used for both Mastering courses.
  • You must have made a purchase which allows you to access the first course.
    This could be a new textbook or Student Access Kit (both of these options provide you with an access code) or you can buy access online from the Mastering site (instead of registering with a code).
  • IMPORTANT: When you register for the second course using the supplied code, you must use a different Login Name for the second account. All other information can be the same.

  To request an additional code:
  Please contact twocourses@pearson.com. They will need to know the following information before sending the second code:

  • The name of your school and its URL address
  • The names of the professors for both courses
  • The names or numbers of both school courses
  • The email addresses of the professors for both courses
  • The textbook and edition you are using
  • If both Mastering courses will continue more than 6 months, please mention this. (Otherwise, the second code is good for 6 months.)
• How can I change from one course to another?

  Here's how to change courses in Mastering:

  • The professor from your first course disenrolls you from the incorrect course.
  • The next time you log in, you are asked for your new Course ID.
    Once you enter the correct Course ID and an optional Student ID, you are enrolled in your new course.

  If the previous course is CONTINUING: Your professor must disenroll you manually.
  Note: When you are disenrolled, your assignment grades are not automatically sent to the new Mastering course (because assignments and grading strategies are often different). You must discuss this with your new professor. He or she can give you credit for completed assignments by editing your assignment record in the Gradebook.

  If the previous course has FINISHED: You should be automatically disenrolled from the previous course.
  If you are not disenrolled, ask your previous professor to check the course expiration date. If you cannot get in touch with your professor, please contact us by filling out our online form.

• Where is my eBook?

  Log in and click the eBook tab on the left.

  • If your subscription DOES include eBook access:
    The eBook will open.
  • If your current subscription does NOT include eBook access:
    Clicking this tab will allow you to purchase eBook access online.

  Mastering does not offer an eBook for all textbooks at this point. You may have a subscription to an eBook that has not yet been released. If your textbook does not include an eBook, you will not see an eBook tab.

• Can I use the study materials in Mastering without being enrolled in a course?

  Yes, if self-study resources are available for your textbook within Mastering. Study Area resources can be quite extensive. You can use these resources on your own initiative, or your instructor may ask that you complete activities from this area. Students who are enrolled in a course can also access the Study Area.

  To access only the Study Area in Mastering:

  1. Register: If you haven't already, click here to register with an access code or to purchase access online.
  2. Log in using your login name and password from registration or online purchase.
  3. When you log in the first time, identify the title and edition of your textbook, and then click Go to Study Area.
     (You don't have to provide a Student ID or Course ID.)
  4. Click Study Area on the left to view resources available for your textbook.
• The program reports that I have been suspended. What do I do?

  Students should contact their instructors to resolve their suspension from a Mastering course. Instructors control suspension.

  Effects of course suspension:

  • The suspension applies only to the Mastering course. It does not affect students' school status.
  • Suspended students are notified upon logging in that they have been suspended and that they should contact their instructor.
  • Suspended students cannot enter the course to work any course assignments.
  • Until the instructor lifts the suspension, a suspended student cannot be disenrolled from the course.
  • Students whose status is changed from Suspended back to Enrolled can access their work again. No prior coursework is lost.

  Possible causes for course suspension:
  A student whose status is uncertain can be suspended in Mastering at any time by their instructor. Reasons for this may include:

  • The professor believes the student has dropped the course.
  • There is some question about the student's status in the course.
  • There is a possibility that the student's account may have been used illegally.