What to do if you are missing an eTextbook
Have you previously viewed the book in the Bookshelf application? You cannot see or find your book because your Online Bookshelf license may have expired, or you need to be in the correct account, one not associated with the book. You must download the Bookshelf application to view the book or confirm that you are in the correct account. If you rented the book, the rental period expires, so you can no longer view the book when that happens. Make sure you signed in with the correct account, have downloaded the Bookshelf application, and tried to see if the book is showing there instead of in the online access of Bookshelf and that you are using the most current version of Bookshelf on your device if you have. If you still need help seeing your missing book, the steps below may help solve your issue.
Before you begin
- If using an installed app to read your eTextbook, make sure that you have the latest version of Bookshelf for your computer or mobile device.
- Sign in with the email address that you used to purchase or download the item initially.
- If you know you have multiple accounts with VitalSource, contact VitalSource Support and we will merge them for you.
If you don't see the book that you want to read:
- Did you sign in with the correct email address? If not, sign out of Bookshelf and sign in with the correct email address and password. Reset your password if you do not remember what you used.
- Did you remember to redeem your VitalSource redemption code?
- Did your access expire? Install and sign in to Bookshelf for your computer or mobile device to see if your Online or Offline access expired.
- If you are missing a Publisher Access Code, please contact VitalSource Support for help.
If this was a purchase from the VitalSource Store:
- Check your purchase history to make sure that you purchased the book with the email address that you signed in with. If not, sign in with a different email address. If you’re not sure what email address you used, we can help.
- For eTextbook purchases, you receive 5 years of online access and lifetime access through our installed version of Bookshelf.
- For eTextbook rentals, Bookshelf will automatically remove your access to your eTextbook when your rental ends.
If this was a purchase from a bookstore (either the physical store or the online bookstore):
- Double-check with the bookstore that VitalSource needs to fulfill the order.
- Does your receipt have a link to prbs.io at the bottom? Here's how to redeem your eTextbook.
- Did you receive an email after your purchase with an activation link? Follow these steps to read your book.
- You may need to update your library to see your eTextbook. To do so click Tools > Update Library in Bookshelf Online or the Update Library button in any of the Bookshelf apps.
If your school provisions your book through your Student Portal:
- If you had access to your book earlier in the semester in Bookshelf but no longer have access, go back to your class page in your student portal and once again click the link to access your book.
- Please let us know if you are unable to find your book after going back and accessing your book through your class page in your student portal or if you no longer can access your class page.
If you are an instructor and sampled a title from the Educator's (Sampling) Portal:
- Access to each sampled titled is good for one year. Once your access expires, you may renew your access.
- Titles sampled from the Educator's Portal are online only. If you need offline access, please contact VitalSource Support.
- If you reached your sampling limit for the year or are not receiving the email to complete your sampling request, please contact VitalSource Support for assistance.
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