Support for Students
The questions most frequently asked by students are listed below. If you can't find the answers to your questions below, you can contact us using the information to the right.
General
- Student has the wrong eBook.
- Why can't I submit Orbital Diagrams and Electron Configurations answers?
- How do I enter chemical formulas?
- How do I order the elements in chemical formulas?
- How do I contact Mastering customer support?
- How is my grade for an assignment determined?
- I can't see the math palette.
- If I set a cookie filter, will it affect Mastering?
- How do I enable Javascript?
Access codes, registration, and enrollment
- I'm having difficulty registering.
- How do I get a student access code?
- How do I get a refund for a student access code?
- I'm having difficulty enrolling in a course.
- How do I enroll in a new course?
- How do I get my course ID?
- I forgot my login name and password. How can I get them again?
- How do I update my student information, such as my student ID?
- I'm taking two Mastering courses in one semester. Do I have to have two student access codes?
- How can I change from one class to another?
- Where is my eBook?
- Can I use the study materials in Mastering without being enrolled in a course?
- The program reports that I have been suspended. What do I do?
Displays
- Why do I have trouble seeing hints and My Answers?
- Why do I have trouble seeing the whole diagram?
- I have a problem with display of images.
eBook
- What is the current status of the eBook?
- When I try to view my eBook, I receive the message, "Error: Invalid User. Please use a valid user." How can I correct this problem?
- Why can't I open eBook content?
Grades and answering problems
- When should I take hints?
- I had the right answer to a question that asked for an answer in alphabetical or numeric order. Why haven't I got credit?
- My professor doesn't charge for hints. Why am I getting points taken off for wrong answers?
- My professor doesn't charge for wrong answers. Why am I getting points taken off for multiple-choice wrong answers?
- How can I input an answer in degrees?
- How can I get a grade changed?
- How can I get an extension on an assignment?
- Who should I talk to about the course material?
