As an admin, this guide helps resolve common subscription issues like payment prompts, login errors and expired codes among your users. Follow these steps to address any issue or contact our support team for help.
Table of Contents
- User is asked to pay
- User logged in with the wrong email address
- User signed in with an email address not associated with your organisation
- User getting the error "My email domain is not valid for this organisation"
- User getting the error "The code is invalid or has expired"
- User redirected to the link page after entering credentials
User is asked to pay
If a user logs into Perlego under your organisation’s subscription and is prompted to pay to access books, kindly follow these steps:
1. Collect the following details from the student:
- Organisation Name
- User's Name
- Email address associated with their account
2. Submit a support ticket through your organisation's subscription manager using the above information.
Our team will work with you and the user to ensure their account is correctly linked to your organisation’s subscription.
User logged in with the wrong email address
If a user has misspelled their email address or entered an email address they no longer have access to, and they can’t access their subscription, please submit a support ticket to your organisation's subscription manager with the user details. Our team will assist in accessing their account and updating their email address.
User signed in with an email address not associated with your organisation
If a user has mistakenly signed up with an email that isn’t linked to your organisation, you can direct them to our guide on updating email addresses.
User getting the error "My email domain is not valid for this organisation"
This error indicates that your organisation has restricted domains and the user's email is not included in the approved list.
- Verify that the user is using the correct organisation email domain.
- If the issue persists, you can raise a ticket with your Perlego subscription manager to request the addition of the new domain if needed.
User getting the error "The code is invalid or has expired"
If this message appears, the issue is likely with the subscription link:
- Review the link provided to the user to ensure it’s still active.
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It could happen that your link has reached the maximum number of redemptions allowed. To resolve this, access the link through your subscription manager and select the "Edit" option located next to the link name. In this section, review the maximum redemptions set for the link.
- If you still have unused subscriptions available, you can manually increase the redemption limit to invite more users. Alternatively, you can issue a new link.
If there are no subscriptions remaining, please contact your account manager to request additional licenses.
User redirected to the link page after entering credentials
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If a user reports being redirected to the registration page, try these troubleshooting steps:
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Clear Browser Cache and Cookies:
- In the browser settings, locate "Privacy" or "History."
- Clear the cache and cookies, then restart the browser.
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Use an Incognito/Private Window:
- Google Chrome: Open a new Incognito Window via the three-dot menu.
- Mozilla Firefox: Select New Private Window from the menu.
- Microsoft Edge: Choose New InPrivate Window from the three-dot menu.
- Safari (Mac): Click File > New Private Window.
Suggest the user to access the registration link in this private window and try again.
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These steps should help bypass any cached issues that might be causing the redirection. If the problem persists, please submit a support ticket to your organisation's subscription manager including the link the user is trying to register with and their details, such as their email address.