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Instructor Support
Student Support
LMS / VLE Administrator Support
Oxford Insight
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Access Code Issues
Access code not working / invalid
Code already redeemed or expired
Code not found in system / registration failed
Access code not received after purchase or unreadable
Access code provided is for wrong ISBN or edition
Code linked to wrong account or email
Course & Enrollment Issues
No such course / Course not found
Course enrollment closed
In incorrect course section
Resource Access Issues
Book not in bookshelf despite purchase
Using the e-book
Videos won’t play
Requesting access to old edition resources no longer
available
“Title not available in this location” error
Incorrect edition or volume access provided
LMS/VLE & Platform Integration Issues
Canvas / Blackboard / Moodle / Brightspace integration
failure
Grades and assignments not syncing
Old, broken, or non-functional course URLs
LTI tool misconfiguration
Account & Email Issues
Access linked to wrong email (personal vs institutional)
Multiple accounts causing access conflicts
Unable to change or verify email
Account merge/ resource transfer request
Login & Authentication Problems
Unable to log in
Password reset / verification email not received
Account locked due to multiple attempts
Purchase & Payment Issues
Payment completed but access not granted
Duplicate charges / double payment / accidental purchase
No confirmation email or payment receipt received after
purchase
Refund requests due to access failure or course drop
Trial & Subscription Issues
Courtesy or free trial access expired
Access revoked after initial use
Unable to extend subscription
Paid access not replacing after trial expired
Access included in course fees but system prompted to pay
again
Prompted to pay again after access code redeemed
Instructor-Specific Issues
Requesting course adoption
Course materials missing
Using & adjusting course settings
Technical & System Errors
Page not found / 404 / 504 or system error
Browser, cookie, or adblocker interference
Quizzes, videos, or media not loading
Region or country restriction error
Browser compatibility or loading issues
Content Issues
Incorrect quiz answers
Broken links or mismatched videos
Missing figures, PPTs, or solution manuals
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Instructor Support
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LMS / VLE Administrator Support
