Help Articles: English > Online Purchases
English: Frequently Asked Questions for online purchases
Posted by Lester Pearson Support, Last modified by Lester Pearson Support on 11 July 2013 02:44 PM


Other Translations: Korean

HELP & SUPPORT

Online Purchasing System (Mertacus)

SYSTEM REQUIREMENTS

To use our online products, your computer must meet the System Requirements listed below. To check your browser, click here.

For PC-Compatible Computers:
  • Operating System: Windows® XP (up to Windows 8)
  • Web Browser: Internet Explorer® 8.x, Firefox® 4.x, Google® Chrome 12.x
For Macintosh Computers:
  • Operating System: OS X (up to 10.7) 
  • Web Browser: Safari® 4.x, Firefox® 4.x, Google® Chrome 12.x
For Linux Computers:
  • Operating System: Debian GNU or Ubuntu based 
  • Web Browser: Firefox® 4.x, Google® Chrome 12.x
For All Computers:
  • Hardware: Modern processor 1.33 GHz or faster, Headphone or speakers, built-in or external; Microphone, built-in or external
  • Memory: 512 MB RAM or higher
  • Monitor Resolution: 1024 x 768 or higher
  • Plug-ins: Adobe® Reader 8, Adobe® Flash Player 10.2, and or higher
  • Internet Connection: DSL, Cable/Broadband, T1, or other high-speed connection

Note: If you are using this online product in your school's computer lab, the lab administrator should ensure that all computers meet the System Requirements.

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FREQUENTLY ASKED QUESTIONS (FAQ's)

  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: My access code is not working. What should I do?

  • 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?

  • At this time, MasterCard and Visa credit cards are the only cards accepted.

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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?

  • No access code is needed. When you make an online purchase, your payment and registration are completed in the same process.

    If your online purchase was successful, you can log in to your product as soon as you see confirmation of your purchase. Your login name and password will be the same ones you provided in the purchase process.

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Q6: 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.  Contact Technical Product Support 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 send Customer Service a request for a receipt that includes the following information:

    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?

  • Access to online learning products is immediate and uses the same login details as used during the purchase flow.

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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 Pearson Technical Support

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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.

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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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