📘 Student Access Troubleshooting Guide

Make Sure You’re Accessing Correctly

💻 Use the Right Browser & Device

• Use Google Chrome or Mozilla Firefox
• Use a laptop or desktop
• Do NOT launch for the first time on mobile
• Disable pop-up blockers

📧 Use the Correct Email

• Always log in using your campus enrollment email.

🚫 Avoid These

• Do NOT go directly to publisher websites
• Do NOT use old bookmarked links
• Do NOT use LMS left navigation tools unless instructed
• Only use trial access if you plan to opt out or have opted out and waiting on your purchased access outside of your campus access program.

⏱️ Activation Reminder

• You must click the publisher link placed by your instructor inside the LMS during the first two weeks of class. This step confirms your participation in the access program.

🚨 You will see the screen below if you elected to OPT OUT and clicked a course content link before the add/drop deadline:

To restore access by choosing to OPT IN before the deadline date, simply click “See My Access Options” and then click “Continue access”, where you will now be routed out to your eBook or your publisher courseware.

⚠️ Selecting “Opt Out” removes access. You’ll be responsible for purchasing materials independently.

NOTE:

• If you choose to opt out of your campus’ Access program, you will be responsible for purchasing your course materials on your own and will lose access to the digital course materials provided through the program.
• If you opt out, you will not have access to your digital course materials and will be returned to the previous screen.
• Until the deadline displayed on your screen, you can change your selection and choose “Continue access” to regain access to your course materials.
• You may receive periodic reminders about your course’s participation in Inclusive Access. These reminders are informational — you will only be charged once.

For more guidance on understanding Opt-Outs and What Happens Before and After Census refer to the following articles below:

• Follett Willo Digital Delivery: After an Opt-Out - Guide for Student Access During Census
• Follett Willo Digital Delivery: After an Opt-Out - Guide for Student Access Post-Census

🟦 Follett Willo Digital Delivery: After an Opt-Out — Guide for Student Access During Census

If you opted out before the census deadline, your access is removed, and you are not able to open your digital materials

➤ Click HERE

🟥 Follett Willo Digital Delivery: After an Opt-Out — Guide for Student Access Post-Census

If you opted out and the census deadline has passed, your trial access is removed, and you are not able to open your digital materials

➤ Click HERE

📝 Quick Checklist to Fix Access

Make sure you’re accessing correctly to prevent access issues and ensure your materials activate properly:

💻 Use the Right Browser & Device

• Use Google Chrome or Mozilla Firefox
• Use a desktop or laptop computer
  ⚠️ Do NOT launch materials for the first time on a mobile device
• Disable pop-up blockers

📧 Use the Correct Email

• Always log in using your campus enrollment email
  (Using a personal email may prevent activation.)

🚫 Avoid These Common Mistakes

• Try NOT to use trial access
  If the trial expires and campus access wasn't activated within two weeks, you may be locked out.
• Do NOT go directly to the publisher’s website
  (This does NOT activate your campus access.)
• Do NOT use bookmarks or old links
• Do NOT use the LMS left navigation menu for publisher tools
  (unless your instructor tells you to)

⏱️ Important Activation Reminder

To avoid access disruption:
👉 You must click the publisher link inside your LMS course within the first two weeks of class (ideally the first week). This confirms your access and ensures you stay opted in.

🆘 Still Can't Access? Click the Course Support Link

If you’ve tried all of the above and still cannot access your materials:

👉 Go to your LMS course
👉 Open the course materials or resources module/content area
👉 Click the Course Support or Follett Access – Course Support link
(This sends your request directly to the correct support team.)

Include the following in your support request:

• School and Campus
• Name
• Student email address (if tried to login with if different email - provide that as well).
• Course number and section
• Instructor Name and email
• Error Screenshots
• Browser + device used
• Whether you clicked the publisher ebook or courseware link from your LMS before or after census
• Download Diagnostic by clicking the Course Support (Follett Access Support) link from your LMS course and click "download diagnostics", save, and attach to support ticket.

Need more help?
Contact Follett Willo Support and Submit a Request.