Troubleshooting – Instructors
- What are the hours of operation for customer support?
- How do I change my email/identity if my LMS and Insight accounts don’t match?
- How do I fix a problem with pages not loading?
- I’ve encountered errors on the website, such as “Page Not Found” or blank pages
- I have found a content error (missing or incorrect content). How can I get that corrected?
- My account has been locked due to multiple failed login attempts. Can you help me unlock my account?
- A link in my Insight course returns “Page not found”—how can I get the correct activity URL?
- How do I fix access problems when trying to open a resource in my Insight course?
- My students are not able to access my course. How do I open it?
- How should my students pursue refunds or billing reversals tied to Insight enrollments?
- After copying an Oxford Insight, how do I prevent broken or stale Insight links?
- I am interested in gaining access to resources for a title but am told they are not available in my location. How can that be corrected?
- I have been given access to the incorrect edition of my title. How can that be corrected?
- I/my students have been enrolled in an incorrect course section of an OUP-hosted course. How can that be corrected?
- We adopted a different edition—how do I ensure the correct content and links are provisioned?
- I removed content from my course. How do I get it back?
- How are missing submissions scored?
Troubleshooting – Students
- What are the hours of operation for customer support?
- I’ve encountered errors on the website, such as “Page Not Found” or blank pages
- I have found a content error (missing or incorrect content). How can I get that corrected?
- How do I fix a problem with pages not loading?
- I am unable to enroll in my instructor’s course. What should I do?
- I can’t log in / didn’t receive a password reset email. What do I do?
- How do I change my account email or merge a personal and school account?
- I am interested in gaining access to resources for a title but am told they are not available in my location. How can that be corrected?
- Why am I seeing a paywall even after purchasing access or entering an access code?
- I don’t see my purchase in my virtual bookshelf/library—where is my book?
- I have been given access to the incorrect edition of my title. How can that be corrected?
- I’ve received an error in my Oxford Insight course that says there is no such course/course not found. How can I resolve that?
- My access code is invalid—how can I get a working one or proceed without it?
- The site says my code was already redeemed—how do I access the content?
- My account has been locked due to multiple failed login attempts. Can you help me unlock my account?
- My Insight assignment settings don’t match my instructor’s course policy (e.g., late work handling)—who can adjust this?
- My grades are not syncing with my course’s gradebook, though I’ve completed the assessment. How can that be corrected?
- Can I get an extension after missing a due date or losing access?