Willo FAQs - Faculty

Follett Willo Digital Delivery is an LTI tool that connects adopted publisher course materials directly to your LMS course in Canvas, Blackboard, Brightspace/D2L, or Moodle, enabling seamless, secure Day 1 student access.

It provides students with a single, secure entry point within their LMS course for accessing adopted publisher course materials — eliminating the need for multiple publisher websites, separate logins, or access codes.

Key benefits include:

• Single-point, secure, day-one student access directly through the LMS course
• Automatic student enrollment into supported publisher platforms when students launch instructor-paired course material links from their LMS course content or modules
• Grade sync back to the LMS when supported by the publisher platform

Yes—this is a required step.

To complete setup and activate student access:

1. Add the product/publisher link via Willo to your LMS Course Modules/Content area.
2. Click the publisher/product link added to initialize the pairing and complete setup.
   • Note: Student access will NOT activate until this is done.

See the Faculty Resource Hub for step-by-step Instructor Pairing Guides.

If your course does not appear on the pairing screen:

1. Confirm you are in the correct LMS course, section, and term.
2. Verify that the course materials have been adopted through your campus bookstore or adoption process.

If your course is missing, follow the steps below to manually pair the course using a Product Token:

1. Submit a request to receive a product token.
2. Then complete the setup steps provided here .

Common reasons this may occur include:

• The course has not yet been provisioned
• The adopted course materials do not match the selected course
• No adoption has been submitted for the course, section, or term

Yes — but only if the course was previously paired using Follett Willo Digital Delivery and the adopted course materials for the new term have not changed, including the ISBN or edition.

When a course is copied from a previous semester: 

Existing links copied from a previous course may still point to the prior term. To properly initialize the new term, instructors must complete the following: 

1. Click the publisher link previously added with Willo from the newly copied LMS course module/content area to launch and complete setup on the publisher side.
2. If prompted, select the new term and complete any required setup steps on the publisher side.

*Note: Old or outdated links can cause student access and grade sync issues.

Best Practice for Course Copies: 

1. Remove old publisher and Willo links from the copied course
2. Add fresh links using the Follett Willo tool
3. Click to Launch the new Willo links to complete pairing for the current term

This ensures proper student enrollment, access, and grade synchronization for the new course section.

Common causes include:

1. Pairing not completed
   • Instructors must complete the pairing process and then click the publisher/product link added with Willo at least once to initialize/finalize setup.
2. Instructor has not clicked the link from their LMS course to initialize access
   • After the pairing process, Instructor MUST click the publisher/product link added with Willo from the LMS module/content area to initialize the pairing and complete setup.
3. Students not using the correct link
   • Students MUST access materials through the LMS module link.
   • Direct publisher logins will break access and syncing.
4. Access window timing
   • Students MUST click on the correct course materials link added from their LMS course module/content area within the first 2 weeks of class - before the Opt-In/Opt-Out Census date.
   • Students should NOT select Trial Access unless they have opted out — or plan to opt out — of their campus Access program as Trial Access automatically expires once the census/opt-out period closes.

The instructor has not completed final setup by clicking and initializing the Willo/publisher course materials link added within the LMS course (Modules/Content area), to complete the required term selection and/or publisher course section setup step.

To resolve this issue:

1. The instructor should return to the LMS course Modules/Content area.
2. Click the publisher/product link added through Follett Willo Digital Delivery.
3. Complete any required publisher setup, term selection, or course confirmation steps.
4. Relaunch the course material link once setup is complete.

Student access will not activate until the instructor completes the initialization process.

No. If your campus access program delivers adopted course materials through Follett Willo Digital Delivery, students should initially access all course materials directly from links within their LMS course content or modules.

Students must first launch course materials using the instructor-added publisher links provided through the Follett Willo Digital Delivery pairing process.

Launching course materials directly from a publisher website outside of their LMS course may cause: 

• Access or entitlement issues
• Incorrect course or term enrollment
• Course pairing issues
• Grade sync issues

Please Note:

• After students successfully launch their course materials from within the LMS course and their access status is established through the campus access program, some publishers may allow direct access through the publisher platform moving forward.
• To ensure proper access, enrollment, billing, provisioning, and grade synchronization, students should always use the Publisher/Product links added with Follett Willo located within LMS course content or modules rather than direct publisher integration links located in LMS navigation menus.

Grade sync issues are typically caused by:

• Students accessing course materials outside the LMS course by going directly to the publisher website
• Students selecting temporary or trial access
• Incorrect or multiple integration pairings may exist within the LMS course
• Publisher links added incorrectly within the LMS course
• Outdated or expired links copied from a previous term

Check the following:

• The pairing process has been completed and the instructor has launched the course material link added from the LMS course
• Students are launching course materials using the links added to the LMS course during the pairing process
• Only one adopted publisher course material integration is active within the LMS course
• The adopted course materials match the course materials paired within the LMS course
• Duplicate, outdated, or mismatched integrations from previous course copies or manual pairing attempts do not exist within the LMS course

Multiple integrations or outdated copied links are one of the most common causes of grade sync issues. 

We offer three support options to help resolve issues quickly and efficiently. These options are outlined below.

Option 1 — Start with the Faculty Resource Hub 

The Faculty Resource Hub includes:

• Pairing guides
• Step-by-step videos
• Common troubleshooting tips
• Student access guidance

Many common setup and access issues can be resolved using the self-service resources available in the Hub.

Option 2 — Submit a Support Request Through the LMS Course 

Instructors and students can submit a support request directly from their LMS course using the "Follett Access Support" link located in course content or modules.

Please include the following information:

• Full Name
• EDU Email Address
• Student (Yes/No)
• School and Campus
• Course(s)
• Title of Material
• Detailed Description of the Issue
• Relevant screenshots, error messages, and/or the downloaded Diagnostic Report

Including the Diagnostic Report helps the Support team troubleshoot and resolve issues more efficiently and reduce resolution time. 

Option 3 — Submit a Support Request Through the Follett Website 

Instructors and students may also submit a support request directly through the Follett website by clicking Submit a request.

For more information see How-to-Submit-a-Follett-Willo-Support-Ticket.