Providing Proof of Account Ownership

Providing Proof of Account Ownership

If the issue you're experiencing can't be resolved using support.vitalsource.com, we will be happy to assist you after verifying the Proof of Ownership for the account.

We establish Proof of Ownership by verifying a security question on the account, titles listed on the account, submitting payment information previously used on the account, providing retail product codes activated through Bookshelf, or providing a government, business, or institution-issued Photo ID.

The type of Proof of Ownership required depends on your Support Request.  For instance, an account deletion request will require a user to submit payment information previously used on the account or provide a government, business, or institution-issued Photo ID.

Please select a method used on the account from the list below for detailed instructions on providing Proof of Ownership.

 

Credit Cards

Visa, American Express, MasterCard, and Discover

If a purchase was made through VitalSource using a credit card, please provide the following with your Support Ticket:
  1. The card type (Visa, MasterCard, Discover, American Express, etc.)
  2. The name registered to your credit card
  3. The billing address, city, and postal code used
  4. The last four digits of the credit card number - Do not provide the complete card number
Please create or update your existing VitalSource Support ticket with this information.

ApplePay

If a purchase was made through VitalSource using ApplePay, please provide the following with your Support Ticket:
  1. The card type (Visa, MasterCard, Discover, American Express, etc.)
  2. The name registered to your credit card
  3. The billing address, city, and postal code used
  4. The last four digits of the credit card number from the Wallet App on your iOS Device - Do not provide the complete card number.

Please create or update your existing VitalSource Support ticket with this information.

 

Bank Transfers

PayPal

If a purchase was made through VitalSource using a PayPal account, please provide the following with your Support Ticket:

  1. The full name on the PayPal Account
  2. The complete billing address on the PayPal Account
  3. Please attach a screenshot of a VitalSource purchase as shown in your PayPal account, including the invoice ID made on the VitalSource Account in question.

Please create or update your existing VitalSource Support ticket with this information.

 

Photo Issued ID Card

VitalSource Support may request that a user provides the following with your Support Ticket:

  1. Government, Business, or Institution-issued Photo ID.

  2. The name on the ID must match the name on your VitalSource Account.

  3. The ID must be valid and not expired.

  4. Please scrub out information like ID Number, DOB, Sex, Hair, Eyes, Height, etc... 

    Do not email a copy of the card to VitalSource. Instead, please use the Account Verification Web form to upload your picture to VitalSource Support securely.

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