If you need help with missing course materials, an adoption, setting up a course, or making textbooks available to students, the appropriate support team depends on your role and the type of assistance you need.
Review the options below to determine where to get help.
I’m an Instructor or Educator
If you use learning materials to instruct students, questions about course setup, adoptions, missing course materials, or course-wide access are handled by your VitalSource Success Team.
Live Customer Support agents cannot resolve these course or adoption-related requests.
My Course or Course Materials Are Missing From the LMS
If your course or expected course materials are missing from your school’s Learning Management System (LMS), email our VitalSource Success Team.
This includes:
- A course missing from your LMS
- Expected course materials not appearing
- A textbook or eBook missing from a course
- Materials not being available to your students
- Questions about allowing students access to course materials
Your Success Team can review the course and material setup.
I Have an Adoption Question or Issue
Contact our VitalSource Success Team if you need assistance getting started with an adoption or have a question or problem with an existing adoption.
This includes:
- Getting started with an adoption
- Adoption questions
- Missing adoptions
- Incorrect adoption information
- Questions about materials selected for a course
- Adopted materials not appearing as expected
These requests cannot be resolved by live Customer Support agents.
I Need Help Setting Up a Course
If you need assistance setting up a course or making learning materials available to your students, contact our VitalSource Success Team.
This includes questions or issues related to:
- Setting up a course
- Adding or associating learning materials with a course
- Making textbooks or eBooks available to students
- Course-related material configuration
- Getting course materials ready for student access
The Issue Is Affecting My Entire Course
If the issue affects an entire course or multiple students within the course, contact our VitalSource Success Team.
Examples include:
- An entire course is missing expected materials
- Students across the course cannot access a textbook
- A course is missing from the LMS
- An adoption is missing or incorrect
- Course materials have not been made available to the class
These are course-level issues and cannot be resolved by live Customer Support agents.
What Information Should I Provide?
When contacting our Success Team, provide as much information as possible, including:
- Institution
- Course name and number
- Course section
- Instructor name
- Term
- Title of the affected material
- ISBN, if available
- Learning Management System (LMS), if applicable
- Description of the issue
- Whether the issue affects the entire course
I’m a Student or Learner
This support site is intended for educators, instructors, and supported institutional users and does not provide support for student or learner issues.
For help with the Bookshelf application, visit:
For help with a VitalSource Store purchase, visit:
Learner / Student or Purchaser
Use the support site that best matches the issue you are experiencing.
I’m an Employee of an Educational Institution
If you are an employee of an educational institution but your question is not related to your own use of faculty sampling materials as an instructor, the type of issue determines where you should get assistance.
Live Customer Support for this site can assist with issues involving:
- The Bookshelf application
- VitalSource Store Faculty Sampling
For institutional questions or issues outside of Bookshelf or VitalSource Store Faculty Sampling, contact the VitalSource Success Team.
This includes institutional questions involving course setup, adoptions, course materials, or other course-related configuration.
Customer Support or the Success Team?
Contact your VitalSource Success Team for:
- Missing courses in an LMS
- Missing course materials
- Adoption questions or issues
- Getting started with an adoption
- Course setup
- Making learning materials available to students
- Course-wide issues
- Institutional questions outside of Bookshelf or VitalSource Store Faculty Sampling
Use Customer Support for this site for:
- Bookshelf application issues
- VitalSource Store Faculty Sampling issues
If you are a student or learner, use the appropriate student support site listed above rather than this support site.
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