First Day® Publisher Support Path Support and Troubleshooting Quick Guide

First Day Publisher Guide to Support & Troubleshooting

Student Support Paths

• If an Individual Student is reporting an issue:

Student should contact Customer Care

• If Multiple Students or Entire Class is reporting an issue:
  • Report to bookstore manager, they can escalate via established support processes
  • Individual students can also contact Customer Care

How Students Access Materials

Support Path by Delivery Type

Note: If the course was setup with a different delivery method or product than expected, escalate to the bookstore manager.

• eBooks

Students should ensure popup blockers are turned off. If they still have issues, they should contact Customer Care.

• Courseware – SSO Partner Integration/CPI

Publisher assists with faculty setup courseware and will assist with any courseware product issues. Work with bookstore manager if anything needs to be escalated.

• Courseware – Access Code Reveal

Students must be enrolled in the SIS data to receive a code and can contact Customer Care for help.

• Courseware – Publisher Direct

Publisher assists on issues.

Common Faculty Issues

• Faculty not seeing an Access Code

Faculty do not receive an access code. They will also not see one in Student View. Publisher provides instructor access.

• “Course Materials” link says, “You currently have no materials associated with this course.”

This is a mapping delay or issue. Faculty should try the link 5-10 minutes later. If it still does not work, escalate to bookstore manager.

Customer Care Contact Info

• FAQs
• Open Online Ticket
• bookstorecustomercare@bncollege.com
• 1-844-9-EBOOKS (1-844-932-6657)