This situation is usually due to a student having two zyBooks accounts, with only one having the subscription. When signing in to 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 (pat@uuu.edu and pat@student.uuu.edu), or mistyping their email (patt@uuu.edu, or pat@uuu.com).
- Students sometimes initially use a gmail or yahoo email, then later register their university email.
- Some schools have students sign directly in to 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 pat@uuu.edu and later pat@student.uuu.edu, 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 cases where 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 may have used. If you can't remember, contact support@zybooks.com.
If you have multiple accounts in zyBooks, feel free to ask support@zybooks.com to merge your accounts into a single one.
If you have purchased an access key from your bookstore, you do not need to pay again. Instead, enter the access key in the field provided. If no access key field exists, 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 support@zybooks.com and let them know your access key and your class' zyBook code.