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This information is a part of Reference.


When you need Pearson's assistance, you can submit a support request. This page provides instructions for creating a new support request and for viewing, editing, and deleting existing support requests.

This feature is available on the secure site only (Sign In > Support > Support Requests).

Create a Support Request

To create a support request, follow these steps:

  1. From Support > Support Requests, click the Select Tasks drop-down and select Create / Edit Requests. Click Start.

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  2. Click Create Request and enter the information. Click Create.

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    Your submitted support request will reflect your user ID and the date and time you created it. You will receive a confirmation email and Pearson will receive notification of the issue. Pearson will contact you with further instructions.

View a Support Request

To view a support request, follow these steps:

  1. From Support > Support Requests, select the support request you want to view.

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  2. Click the Select Tasks drop-down and select Create / Edit Requests. Click Start.

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  3. To view the request, click the request name on the left of the page. The request name includes the request status.

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    Support Request Status

    StatusDescription
    SubmittedRequest is in the system.
    In ProgressRequest is being reviewed by Pearson.
    ResolvedIssue was addressed.

Edit a Support Request

To edit an existing support request or to change the status of the request, follow these steps:

  1. From Support > Support Requests, select the support request(s) you want to edit.

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  2. Click the Select Tasks drop-down and select Create / Edit Requests. Click Start.

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  3. To edit the request, click the request name on the left of the page. Enter the information. If necessary, change the status of the request. Click Save

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After you resubmit a request, you will receive a confirmation email and Pearson will receive a notification of your edits. Pearson will contact you with further instructions.

Download Attachments

To download attachments submitted with the support requests, follow these steps:

  1. From Support > Support Requests, select the support request(s) with attachments. Support requests with attachments will have a paper clip icon next to the Request ID, as shown in the example below:

      

  2. Click the Select Tasks drop-down and select Download Attachments. Click Start.

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  3. Click the request with attachments on the left of the page and click Download.

Delete a Support Request

To delete an existing support request, follow these steps:

  1. From Support > Support Requests, select the support request(s) you want to delete.

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  2. Click the Select Tasks drop-down and select Delete Requests. Click Start.

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  3. Select the requests and click Delete. 

 


 

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