• Q1. My Access Code is not working. What should I do?
• Q2. I forgot my sign in name and password. How can I get this information sent to me?
• Q3. The Course ID my teacher gave me is not working. What should I do?
• Q4. Why didn't I get a confirmation email after I registered?
• Q5. I am getting a message saying that I need to install Flash Player or that my Flash Player's version is outdated. Where do I get the latest version?
• Q6. Do I have to install MyEnglishLab?
• Q7. Can I access MyEnglishLab from a mobile device?
• Q8. Do I have to download media files in order to use MyEnglishLab?
• Q9. The whole page does not fit on my screen. Some of the material is cut off.
• Q10. How to enable Cookies?

Q1: My access code is not working. What should I do?

• Access codes are six "words" long and will look something like this:
  LSWMWL-HELLO-LEARN-SIDED-TOPAZ-VEXES
• You need to enter the dashes as you redeem your access code.
• Each access code can only be redeemed once when you register. The access code is only needed to register. It is not needed to sign in. You will set up a Sign in name and password when you register.
• Check to make sure your Access Code has not been redeemed already.
• If you continue to have issues, please contact Technical Product Support.

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Q2: I forgot my sign in name and password. How can I get this information sent to me?

• If you know your e-mail address and/or your sign in name, you can request that your sign in name and password be sent to you in an email. Simply click on the "Forgot Your Sign in Name / Password" link on the sign in page.
• If you cannot remember your e-mail address and/or your sign in name or continue to have issues, please contact Technical Product Support.

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Q3: The Course ID my teacher gave me is not working. What should I do?

• Most teachers will ask you to join a course. This allows them to view your work. To do this, you will need a "Course ID," which your teacher will give to you.
• Check with your teacher to make sure you have the correct Course ID and if he or she has made the course available to students.
• The Course ID is case sensitive so be sure to enter each character exactly as it appears.
• If none of the above steps have solved the issue, it is possible you have registered under the wrong product, and therefore do not have access to your teacher's course. Confirm with your teacher which product you should be using.
• If you continue to have issues, please contact Technical Product Support.

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Q4: Why didn't I get a confirmation email after I registered?

• If you did not receive a confirmation email after you registered, first be sure that you check your Junk/Spam folders to make sure the email was not filtered. 
• It is possible that you may have entered your email address incorrectly during the Access Code registration.  Contact Technical Product Support to update your account.

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Q5: I am getting a message saying that I need to install Flash Player or that my Flash Player's version is outdated. Where do I get the latest version?

• You need Flash Player plug-in installed on your computer to listen to audio files, watch videos, and do recording and other activities. To download the latest Adobe® Flash® Player plugin, go to: http://get.adobe.com/flashplayer and then follow the onscreen instructions.
• If you continue to have issues, please contact Technical Product Support.

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Q6: Do I have to install MyEnglishLab?

• The MyEnglishLab platform is completely online. All you need is a computer with Internet access. No installation is required, except for software plug-ins like Adobe® Reader 8 and Adobe® Flash Player 10 or higher.

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Q7: Can I access MyEnglishLab from a mobile device?

• MyEnglishLab is currently not fully supported on mobile devices.

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Q8: Do I have to download media files in order to use MyEnglishLab?

• No, media files download is not required. The MyEnglishLab platform stores all data on our secured servers.

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Q9: The whole page does not fit on my screen. Some of the material is cut off.

• Make sure your web browser window is "maximized" and takes up your entire computer screen. There are many ways to do this, but often there will be "minimize", "maximize", and "close" icons on the top right of your browser window. Click on the "maximize" icon.
• Pearson online products are designed to work effectively with screen resolution set at 1027 by 768 or higher. Change your computer's display settings to resolve the issue. To do this, click on Start --> Control Panel --> search for Display.
• If you continue to have issues, please contact Technical Product Support.

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Q10: How to enable browser's Cookies?

Firefox 4.0 +

• Run Firefox and choose Options.
• Select the Privacy panel.
• Next, set "Firefox will: Use custom settings for history"
• Check box Accept cookies from sites to enable Cookies.
• Click OK.

Chrome 12 +

• Go to the Tools menu.
• Click Options.
• Click the Under the Hood tab.
• Go to the Content settings in the "Privacy" section.
• Next, select the "Allow local date to be set" to enable Cookies.

Internet Explorer 8+

• Click on the "Tools" menu in Internet Explorer.
• Click "Internet Options".
• Go to the "Privacy" tab.
• Now, there are two options depending on how much you want to restrict Cookies: Medium and High.
• Click "Apply" and OK.

Safari 4+

• Choose the Safari drop-down menu.
• Click on Preferences.
• Go to Security in the top panel.
• Under "Accept Cookies" choose Only from sites you navigate to.

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