FAQs

  1. Why am I unable to complete my online purchase?
  2. What cards are accepted for purchasing?
  3. Will you save my credit card details?
  4. I am trying to purchase online access with a Visa or Mastercard gift card but I get an error saying the address does not match. How can I make my purchase?
  5. I made an online purchase, but I never received an access code. How can I use my subscription?
  6. I forgot my sign in name and password. How can I get this information sent to me?
  7. Why didn’t I get a confirmation email after I registered?
  8. How can I obtain a receipt for an online purchase I made at a Pearson web site?
  9. How long does my order take to arrive?
  10. How can I get a refund for my purchases?
  11. I am getting a message saying that I need to install Flash Player or that my Flash Player’s version is outdated. Where do I get the latest version?
  12. Do I have to install MyEnglishLab?
  13. Can I access MyEnglishLab from a mobile device?
  14. Do I have to download media files in order to use MyEnglishLab?
  15. The whole page does not fit on my screen. Why is some of the material cut off?
  16. How do I enable Cookies in my browser?


1. Why am I unable to complete my online purchase?

If you receive an error message during your online purchase, please verify that you have entered all of the information correctly. Your billing address must be entered exactly as it appears on your billing statement.

If you have verified that all of your information is correct and you continue to receive the error message, please try using a different card.

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2. What cards are accepted for purchasing?

Most major credit cards are accepted –  Visa, MasterCard, American Express, and Discover credit cards. Customers can also purchase using a PayPal account.
Visa  Master Card  American Express  Discover

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3. Will you save my credit card details?

Pearson does not store any credit card details, however our payment gateway provider does keep the details relevant for the purpose of audit and refunds.

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4. I am trying to purchase online access with a Visa or Mastercard “gift card”, but I get an error saying the address does not match. How can I make my purchase?

Gift cards will work for purchasing online access, but you first must go to the web site for the gift card and register ownership of the card. If you do not register the gift card, it will fail the address verification check.

Gift card registration information can usually be found on the back of the card, or you can call the customer service number on the card to find out how to register.

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5. I made an online purchase, but I never received an access code. How can I use my subscription?

If you did not receive a confirmation email with your access code, please first be sure to check your Junk/Spam folders to make sure the email was not filtered.

It is possible that you may have entered your email address incorrectly during the registration process. Email buymylab@pearsoneltsupport.com to update your account.

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6. I forgot my sign in name and password. How can I get this information sent to me?

If you know your email address and/or your sign in name, you can request that your sign in name and password be sent to you in an email. Simply click on the “Forgot Your Sign in Name / Password” link on the sign in page.

If you cannot remember your email address and/or your sign in name or continue to have issues, please contact Technical Product Support.

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7. Why didn’t I get a confirmation email after I registered?

If you did not receive a confirmation email after you registered, first be sure to check your Junk/Spam folders to make sure the email was not filtered.

It is possible that you may have entered your email address incorrectly during the registration process. Email buymylab@pearsoneltsupport.com to update your account.

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8. How can I obtain a receipt for an online purchase I made at a Pearson website?

For an online subscription you purchased directly from a Pearson website, a confirmation email will automatically be sent to the email address you used during registration that serves as your receipt.

If your purchase was successful but you did not receive a confirmation email, or if your confirmation email was lost or deleted, please email buymylab@pearsoneltsupport.com.  Send the following information in your email:

  • First name
  • Last name
  • The email address used at the time of registration
  • The Order ID and/or Account ID (if you have them)
  • The approximate date, time, and amount of your purchase

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9. How long does my order take to arrive?

Once your ordered is confirmed, your access code(s) should arrive between five minutes to an hour. After you have registered the access code, you should be able to login immediately using your login name and password.

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10. How can I get a refund for my purchases?

After an online purchase you can obtain a refund by contacting buymylab@pearsoneltsupport.com. You have up to 30 days to request a refund. If one or more of the access code has been used, your refund request will be denied.

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11. I need to install Flash Player or my Flash Player version is outdated. Where do I get the latest version?

You need the Flash Player plug-in installed on your computer to listen to audio files, watch videos, and do recording and other activities. To download the latest Adobe® Flash® Player plugin, go to: http://get.adobe.com/flashplayer and then follow the onscreen instructions. If you continue to have issues, please contact Technical Product Support.

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12. Do I have to install MyEnglishLab?

The MyEnglishLab platform is completely online. All you need is a computer with Internet access. No installation is required, except for software plug-ins like Adobe® Reader 8 and Adobe® Flash Player 10.2 or higher.

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13. Can I access MyEnglishLab from a mobile device?

MyEnglishLab is currently not fully supported on mobile devices.  Please see system requirements for more information.

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14. Do I have to download media files in order to use MyEnglishLab?

No, media files download is not required. The MyEnglishLab platform stores all data on our secured servers.

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15. The whole page does not fit on my screen. Why is some of the material cut off.

Make sure your web browser window is “maximized” and takes up your entire computer screen. There are many ways to do this, but often there will be “minimize”, “maximize”, and “close” icons on the top right of your browser window. Click on the “maximize” icon.

Pearson online products are designed to work effectively with screen resolution set at 1027 by 768 or higher. Change your computer’s display settings to resolve the issue. To do this, click on Start –> Control Panel –> search for Display.

If you continue to have issues, please contact Technical Product Support.

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16. How to enable browser’s Cookies?

Firefox 4.0 +

  • Run Firefox and choose Options.
  • Select the Privacy panel.
  • Next, set “Firefox will: Use custom settings for history”
  • Check box Accept cookies from sites to enable Cookies.
  • Click OK.

Chrome 12 +

  • Go to the Tools menu.
  • Click Options.
  • Click the Under the Hood tab.
  • Go to the Content settings in the “Privacy” section.
  • Next, select the “Allow local date to be set” to enable Cookies.

Internet Explorer 8+

  • Click on the “Tools” menu in Internet Explorer.
  • Click “Internet Options”.
  • Go to the “Privacy” tab.
  • Now, there are two options depending on how much you want to restrict Cookies: Medium and High.
  • Click “Apply” and OK.

Safari 4+

  • Choose the Safari drop-down menu.
  • Click on Preferences.
  • Go to Security in the top panel.
  • Under “Accept Cookies” choose Only from sites you navigate to.

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