Technical Support

We’re sorry that you’re having technical issues with our products. If you’d like to speak with us about an issue, please give us a call Monday - Friday between the hours of : 8:30am-8pm EST. You can also email us or visit our Technical Support Center anytime. Email: [email protected]

1-800-832-0034 (option #5) | [email protected]

 

Error Message: Please enter a valid email address and password.
Error Message: There is no user with this email
Forgot Your Password link not working?

 

Error Message:  Please enter a valid email address and password.

 
Check Username (**lets have them change username prompt to email address)
 
  • Be sure that you are entering the user name correctly. Common mistakes include: 
    • entering spaces before or after the user name
    • Incomplete entries [email protected] rather than .com, 
    • typos (@yaho.com rather than @yahoo.com), 
    • Incorrect formatting [email protected] addresses do not contain www

 

 
Check Password
 
  • Double check your password spelling and type it in slowly.
  • Avoid cutting and pasting your password as it could include spaces which would cause it to be rejected.
  • Be aware of any substitute characters you may have used for security (0 in place of O,  3 in place of E, for example)
  • Be aware of any special characters you may have used for security
  • Carefully check for multiple characters that are repeated too many or not enough times (3000 rather than 300, for example) 

 

 
Check Alternate Email Address
 
  • If your primary email address is not accepted, try any alternate addresses you may have used. For example, you may have used a school address instead of a personal address. When trying an alternate email, avoid the same common errors as above.

 

 
Click "Forgot Password" link.
 
  • If you are confident that you have the correct email address/user name but can't recall the password, click the 'forgot password' link.

 

 
Check Cookies and Javascript
 
  • If nothing happens when submitting your log in information and you are returned to the log in page with no error messaging, it is likely that you have either cookies or javascript disabled.
 

Error Message: There is no user with this email

 
Check Username (**lets have them change username prompt to email address)
 
  • Be sure that you are entering the user name correctly. Common mistakes include: 
    • entering spaces before or after the user name
    • Incomplete entries [email protected] rather than .com, 
    • typos (@yaho.com rather than @yahoo.com), 
    • Incorrect formatting [email protected] addresses do not contain www

 

 
Check Alternate Email Address
 
  • If your primary email address is not accepted, try any alternate addresses you may have used. For example, you may have used a school address instead of a personal address. When trying an alternate email, avoid the same common errors as above.

 

 
Check Cookies and Javascript
 
  • If nothing happens when submitting your log in information and you are returned to the log in page with no error messaging, it is likely that you have either cookies or javascript disabled.
 

Forgot Your Password link not working? 

 
Check Spam folder - 
 
  • (can we use hubspot to send them the password link?  This will help us track if people are opening it or not and get an idea of how many go to spam and allow us to put a cookie on their machine as they click on the link) 
  • If you have entered a valid email address you should receive an email with reset instructions in less thatn 5 minutes. If you have not received the email with reset instructions, please check your spam or promotions folder.

Access Code Problems?

 

How to redeem an Access Code
Error Message: Please provide a valid Access Code

 

How to Redeem an Access Code

Access codes are 10 digit codes that give you access to a course or product you have purchased through PSGlearning.com.

 
Digitial Only Product
 
  • If you purchased a digital-only product, that is one that does not come with a physical book or disc, the code would have been automatically redeemed after checkout and the product added to your account. In this case, the account user name and password were set up during the order process.

 

 
If you were given a 10 digit code or received one with a book purchase:
 
  1. Reveal the code from inside the book or insert by gently scratching off the silver coating or pulling away the silver sticker
  2. Go to jblearning.com/usecode
  3. Agree to the terms
  4. On the following page, enter and submit your code.
  5. .If you are a returning user,log in with your existing user name and password and you are done. The new product will appear in your account.Repeat steps 1 through 5. for any additional codes and products you redeem.
  6. If you are a new user and have not yet set up an account, click 'create a new account'
  7. Enter your email address in the first field and reenter it in the second field to confirm it. IMPORTANT- to ensure that no typos are entered do not cut and paste the email. Type it in both times.
  8. )Select a password for yourself. There are no restrictions on password formats, but we recommend a combination or numbers and letters without spaces. This is especially important if you have purchased an epdf product as they require alpha-numeric passwords to be unlocked.
  9. Reenter the password you have chosen. Again, be sure to type this rather than cut and paste to avoid typos.
  10. Follow the steps to fill in any additional information. This will include your contact information and, depending on the course, possibly your course coordinator or medical designation. The coordinator field, if prompted, is optional.
  11. Once you have entered all of your information and submitted it, log back in using the user name and password. The new product will appear in your account. Repeat steps 1 through 5. for any additional codes and products you redeem.
 

Error Message: Please provide a valid Access Code.

The 10 Digit JBLearning.com Access codes are intended for one time use only. If you have received a message that the code is invalid, please consider the following:

 
You may have already redeemed this code
 
  • You need only add the code and product to your account once. If you remember establishing a user name and password with us, try logging in with it.

 

 
You purchased a used book
 
  • It is likely that the used book you purchased contains a code that was already redeemed. Jones & Bartlett does not sell used books, so we are unable to replace a code from a used book which has been redeemed. Many of our courses and products may be purchased as stand alone codes. Please call our Customer Service department at 800 832 0034 Option 2 between 8:30 and and 5pm EST Monday through Friday to purchase a replacement code if available.

 

 
You got the book from a library
 
  • We do not currently offer library-use multi-access codes. If a code from a library book has already been redeemed, we cannot offer a replacement for it (see above). We also request that if you find an unredeemed code in a library book that you do not redeem it yourself and instead inform the librarian.

 

 
You borrowed the book from a friend
 
  • It is likely that your friend has already redeemed the code themselves and as such it cannot be reused or replaced. We request that you do not use unredeemed codes from borrowed books as this will prevent it from being used by the person who purchased it.

 

 
You have entered the code incorrectly
 
  • 10 digit access codes for JBLearning.com are composed of no more or less than 10 numbers. They do not contain spaces, punctuation, letters or any other non numeric characters. If you have entered anything other than 10 numbers, please check the code and try again.

 

 
The code does not exist in our system or is not yet available
 
  • In some rare instances you may acquire codes that have not yet been assigned to products or have not been officially released. If this occurs, we will need to verify the code and, where possible, supply you with a replacement or correct the entry you have.

Problems finding or ordering products on our website?

 

Check out our quick guide for ordering issues

 

Can't find a product on our site?

 
Search by ISBN
 
  • Try searching by the ISBN. The ISBN is a 13 digit number starting with 978. Note you must enter the ISBN number without spaces

 

 
Browse Product Categories
 
  • Try using the product categories to narrow the results

 

 
Search Jblearing.com
 
  • Try searching JBlearning.com for your product.

 

 
Call Customer Service
 
  • Call customer service: Toll free: (800) 832-0034 ext. 8197 or Switchboard: (978) 443-5000 ext. 8197

Navigate 2 Support Videos

 

How to Create Assessments in Navigate 2

First Day of Class for Students Using Navigate 2

Navigate 2 Access Code Redemption

Navigate 2 Final Assessments

How to Set Up Your Gradebook in Navigate 2

Navigate 2 Instructor Tutorial: How to Add a Question to an Existing Assessment

 

 

 

 

 

 

System Requirements

To work successfully with Navigate 2, your computer or mobile device should match one of the supported browser and operating system configurations. Navigate 2 may run on newer (or even slightly older) versions of these browsers, but a version is not considered fully supported until it is specified with an “X” in the matrix below. 
Operating System / Platform*Safari 9.0Safari 10.0Firefox (Latest)Chrome (Latest)IE 11IE 10MS Edge
MAC 10.10---
MAC 10.11XX---
Windows 7--X-
Windows 8.1----
Windows 10--XX-X
iPad with IOS 10X----
iPhone with IOS* Latest-X-----
Android tablet with OS 7.0---X---
Android phone with OS 6.0.1------
Windows 8 tablet-----


"+" Means minimum version, tested to latest current version widely available.
* Applications currently operate correctly, but in an attenuated manner within small screen sizes. Additionally, the Navigate eReader is not compatible with mobile devices with screen sizes smaller than seven inches. Users on smaller screens cannot necessarily access all functionality. Issue will be addressed in future release. 
** Excludes Kindle and Nook platforms. Flash player used in offline ebook reader is not supported beyond Android 4.1. Issue will be addressed in future release.