This situation is usually due to a student creating two accounts, one having the subscription. When later signing into the account without the subscription, the student is asked to subscribe.
- One cause of two accounts is a student using variations of their school email (email@example.com and firstname.lastname@example.org), or mistyping their email (email@example.com, or firstname.lastname@example.org).
- Students sometimes use a gmail or yahoo email, then later their university email.
- Some schools have students sign directly into zyBooks from their learning management system (LMS) like Canvas, Blackboard, etc., which automatically creates an account using the student's university email. Then sometimes the LMS changes the email that is used, like email@example.com and later firstname.lastname@example.org, for seemingly-random reasons.
You can always check which account you are logged into by clicking your name in the upper right-hand corner and selecting "My profile". Note that in some cases when your school's website creates an account for you, your name might be "LTI User" or "zyBooks User".
If you've already subscribed but are being asked to pay again, try other emails you might have used. If you can't remember, contact email@example.com.
If you have multiple accounts in zyBooks, feel free to ask firstname.lastname@example.org to merge your emails into one account.
If you have purchased an access key from your bookstore you do not need to pay again, you can enter your access key in the field provided. If you do not see a field for an access key, your zyBook may not support access keys. If you bought an access key but your zyBook does not support access keys you may have bought an access key for a different zyBook. Contact email@example.com and let them know what access key you bought and the zyBook code for the zyBook you need and our support team can help you get subscribed to the correct zyBook.