APLIA HELP FAQs

COMMONLY ASKED QUESTIONS

Help: FAQ

http://courses.aplia.com/af/support/student/how_to_videos.jsp?ctx=pamela.cameron-0007

Product Questions 1.I can't find my course key. Where is it? 2.How do I pay? 3.What is my Aplia Payment Code? 4.What is an access code? How can I get one? 5.I purchased a payment/access code after paying for Aplia with my credit/debit card or money order. Can you help? 6.Aplia declined my payment. Can you help? 7.My Aplia Payment Code is not working. Can you help? 8.My Access Code is not working. What should I do? 9.I need a refund. Can you process it? 10.Where do I find my verification code? 11.I registered for the wrong course. What should I do? 12.How can I withdraw from my course? 13.How can I enroll in a second Aplia course? 14.Can I try to do an assignment after the deadline has passed? 15.I have a question about my assignment. Can you help? 16.I think there is a mistake in my Aplia assignment. Can you help? 17.I can't find one of my assignments. Where is it? 18.I accidentally submitted a blank page of questions. What should I do? 19.What is the difference between practice assignments and graded assignments? 20.How do I submit an answer? 21.I think my grade on an Aplia assignment is incorrect. Can you change it? 22.Can I check my scores on graded Aplia assignments? 23.How am I doing in my class? 24.Can instructors or students change the threshold used to determine whether or not a question is included in a review? 25.Is Aplia accessible to students with disabilities?

Technology and Support Questions 1.What do I do when I'm unable to load my assignments? 2.My page isn't loading properly. What should I do? 3.I use a Mac and am unable to enter a numeric value in my assignment. What should I do? 4.What do I do when I have a Technical - Port 2222 (failed config test) error? 5.I'm having trouble with Internet Explorer. What should I do? 6.Do I need to download Adobe Flash Player?

Textbook and eBook Questions 1.Can I get a refund on my textbook? 2.How can I order a hard copy of my textbook? 3.The chapters of my eBook aren't visible. What should I do? 4.Can I print my problem sets/chapter assignments?

Product Questions 1.I can't find my course key. Where is it? Your instructor may have included the Aplia Course Key in the syllabus or in other printed materials you received on your first day of class. Try looking for your Aplia Course Key in these materials or on websites that your instructor or institution provides for your course.

The course key format is XXXX-XXXX-XXXX.
Make sure you don't mistake your payment code for your course key.
The payment code format is XXXXX-XXX-XXXXX-XXX.

If you do not have the course key, please give us the following information and we will be more than happy to provide you with the course key:

- Instructor's full name
- University name
- Class title and section (if applicable)

2.How do I pay? To pay for your course, you have several options:

Credit/debit card
Money order in U.S. dollars
Check in Canadian dollars
Aplia Payment Code or Access Code (if applicable)

You can find instructions for each of these options by signing in to your Aplia course. Just select an option when you are prompted to pay. For more detailed information about the payment options available to you, please refer to the Student Registration Instructions provided to you by your instructor.

Note: If you've already purchased a standalone Aplia Access Card or a textbook-and-Aplia Access Card combination, then you have a payment code. You need to enter your payment code into Aplia to complete your transaction.

3.What is my Aplia Payment Code? The Aplia Payment Code is just another way to pay your Aplia course fee. If your course uses an Aplia Payment Code, you can find it bundled with your textbook or sold separately at your campus bookstore.

Your Aplia Payment Code is different from your Aplia Course Key. The course key allows us to identify your class and instructor; the Aplia Payment Code allows you to pay for your Aplia course. An Aplia Payment Code has the following format: XXXXX-XXX-XXXXX-XXX.

4.What is an access code? How can I get one? A printed access code is packaged with some new Cengage textbooks, purchased at local bookstores, or purchased online. It lets you register your book and access the online materials on CengageBrain.com. Your access code should be similar in format to PP8XLP3XD528HC.

Note that your Aplia Access Code is different from your Aplia Course Key. The Aplia Course Key allows you to enroll in the right course; the Aplia Access Code allows you to pay for your course. An Aplia Course Key has the following format: XXXX-XXXX-XXXX.

5.I purchased a payment/access code after paying for Aplia with my credit/debit card or money order. Can you help? Please contact Support with your code for assistance.

6.Aplia declined my payment. Can you help? If Aplia declines your payment, do not re-register. If you do, you may not receive proper credit for your coursework.

Instead, run through the following checklist:

Make sure you have sufficient funds or available credit to cover the fee if you're paying by debit card or credit card.
Double-check your information. Are your account or card number, expiration date, and cardholder information valid?
If you used a debit card, make sure it has a Visa or MasterCard logo.
Check to see if you have high security on your card. If this is the case, your card may not allow some online transactions without voice approval.

7.My Aplia Payment Code is not working. Can you help? If you are having trouble entering your Aplia Payment Code, run through the following checklist:

Note that payment codes can be used only once.
Make sure you don't mistake your course key for your payment code. A payment code has this format: XXXXX-XXX-XXXXX-XXX. A course key has this format: XXXX-XXXX-XXXX.
The payment code must be entered in all capital letters, with the dashes. Sometimes a Q and O or W and two Vs look similar; please enter your code carefully.

8.My Access Code is not working. What should I do? All Access Codes start with a P and must be entered in capital letters.

Note: Some codes have a Q in the code, but it appears as an O. Access codes do not have vowels, so if your code has an O in it, replace that letter with a Q or a zero (0).

If you are still having trouble entering your code, please contact Support with your access code and specify your problem.

9.I need a refund. Can you process it? Aplia provides refunds until the end of the grace period for your course, but we don't offer refunds if you used a payment/access code to pay for your course. Contact Support to request a refund.

Click the Aplia Terms and Conditions of Use link at the bottom of any aplia.com page for our detailed refund policy.

10.Where do I find my verification code? To verify your e-mail address, please check your inbox (as well as your junk or spam folder) for your verification e-mail. Inside this e-mail you can click a link to complete the verification process, or you can copy your verification code and paste it in to the e-mail verification page.

If you cannot find this e-mail, you can have it resent to you. To do so, sign back in to your Aplia account. When the e-mail verification prompt appears, click the grey Resend E-Mail button to have your verification e-mail resent.

If the e-mail address that you are using is unable to receive e-mails from Aplia, you can edit the e-mail address to be a verifiable e-mail address. You can do this toward the bottom of the e-mail verification prompt that you see when you sign in.

11.I registered for the wrong course. What should I do? If you have already made a payment for the incorrect course, we would be happy to transfer the amount you paid to the correct course.

You will need to enroll yourself in the correct course and then withdraw yourself from the incorrect course.

If you have already completed assignments in the incorrect course, please let us know, as we will need to contact your instructor regarding this issue. Please do not complete any more assignments in the incorrect course. Once you enroll, please complete all of your assignments in the correct course.

Follow these instructions to enroll in the correct course:

Sign in to your Aplia account.
Click the My Courses button in the upper-right corner of the screen.
Click the grey Enroll in New Course button.
Enter the correct course key and click Continue.
Confirm that the course information is correct and click Yes - Enroll me.
You will be prompted to pay again. If possible, bypass this payment screen by selecting I'll pay later or Go to my course.

Follow these instructions to withdraw from the incorrect course:

Sign in to your Aplia account.
Click the My Courses button in the upper-right corner of the screen.
Click the grey Withdraw button to the right of the incorrect course.
Click the grey Set as Default button to the right of the correct course.

Once you have enrolled in the correct course and have withdrawn from the incorrect course, complete a Contact Support webform and we will be happy to apply any payment that you have made to the correct course.

12.How can I withdraw from my course? Please follow these steps to withdraw from your Aplia course:

Sign in to your Aplia account.
Click the My Courses link located in the upper right-hand corner.
Click the Withdraw button next to the course you are no longer taking.

13.How can I enroll in a second Aplia course? You don't need to re-register to enroll in a second Aplia course. Simply sign in to your existing Aplia account and click the My Courses link in the upper right- hand corner. Click the Enroll in a New Course button. Enter the course key for the course in which you'd like to enroll. You have the same payment options and grace period when purchasing your second Aplia course.

14.Can I try to do an assignment after the deadline has passed? Due dates are displayed to left of each assignment. If your assignment has expired, "past due" appears to the right. Answers to graded problem sets must be submitted before the due date.

Unfortunately, Aplia cannot reopen an assignment once the deadline has passed. We can award credit only for answers you submit before this cutoff. Your instructor has designated a strict cutoff date and time for each assignment, and we don't interfere with his or her management of your course.

If you have any further questions regarding your score, it would be best to refer to your instructor, as he or she will determine your final Aplia score.

15.I have a question about my assignment. Can you help? Unfortunately, Aplia cannot assist students with answering problem sets. We recommend contacting your instructor or TA directly for help with your question, as they will be able to respond to you more effectively.

16.I think there is a mistake in my Aplia assignment. Can you help? Errors occasionally slip through. If you find errors, please let us know. Contact Support with the name of the assignment, the question number, and a brief description of the problem. Our content team will tackle the problem right away.

17.I can't find one of my assignments. Where is it? We are sorry to hear that you are unable to find this assignment. If an assignment appears to be missing from your assignment page, your instructor may have set it to be invisible to students.

We recommend contacting your instructor for additional information, as Aplia does not control assignment visibility or schedules for individual courses. If you have contacted your instructor but still need assistance, please contact Support and we'll be happy to help you.

18.I accidentally submitted a blank page of questions. What should I do? We apologize for the trouble you are having with your Aplia assignment. Our system will not record answers unless a button has been pressed, and if you did submit your answer, it has been recorded.

Unfortunately, Aplia is unable to reset or extend due dates for this particular set of assignments. We suggest you contact your instructor with regards to your situation.

19.What is the difference between practice assignments and graded assignments? In brief:

Practice assignments are used to help prepare you for graded assignments. Scores from practice assignments are not used for assessment purposes (in other words, they are not part of your grade).
Graded assignments are used by your instructor to assess your performance in the class, and they will be graded.

Below are more details about the differences:

Graded Assignments

You can work on these assignments as many times as you like up to the due date.
Your answers are not graded until the due date passes.
You can check to see if you saved an answer for a question by navigating to the Assignment and looking for a diamond in the Status column. (You can get to the Assignment page by clicking the assignment title from the Home tab. Or, from within an assignment, click the Back to Assignment list.) If diamonds are present for all questions, it means you submitted the assignment.
Once the due date has passed, you will not be able to modify your answers, but you will still be able to access the assignment.
After your assignment has been graded, you can see how you did on the assignment by going to the Grades page.

Practice Assignments

You can access these assignments as many times as you like during the term.
The due dates for these assignments are only suggestions for when you should work on them.
You can clear your answers for these assignments and begin from scratch.
Once you submit an answer to a question, you will receive immediate feedback. You will see if you answered the question correctly, and you will be provided a detailed explanation of the correct answer.
Your instructor will not have access to your practice assignment scores.
Attempting practice assignments improves students' performance on graded assignments. We encourage you to use this resource to your advantage.

If you have more specific questions about how Aplia assignments work, please contact Support and we'll be happy to assist you further.

20.How do I submit an answer? Aplia records an answer each time you press the Save & Continue or Grade It Now button, and you do not have to complete an entire problem set before your answers are recorded.

If you encounter any technical issues when you try to submit an answer, you will see an error message. If this occurs, please try the following:

Try to resubmit your answer.
If it still doesn't work, log out of the site, log in again, and try to submit your answer again.
If this last attempt fails, please contact us and we will help you resolve the issue.

21.I think my grade on an Aplia assignment is incorrect. Can you change it?

Has the due date passed? For graded assignments, your score will appear once the due date has passed.
The Aplia system tracks user activity, including logins and answers submitted. If you received a zero on an assignment for which you should have received credit, we can track your activity on the Aplia website to see why you received a zero. Click here to request that a report of your activity on the Aplia website be sent to you and your instructor. Include the assignment(s) in question and the exact days and times you worked on the assignment(s).

22.Can I check my scores on graded Aplia assignments? Scores for graded Aplia assignments become available after the due date. To view available scores, sign in to your Aplia course and click the Grades tab in the upper right.

23.How am I doing in my class? Every instructor uses a different grading method. We suggest speaking with your instructor to see how well you are doing in the course. View your raw Aplia scores by signing in to your Aplia account and clicking the Grades tab in the upper right.

24.Can instructors or students change the threshold used to determine whether or not a question is included in a review? Instructors and students can't customize the threshold. We've done some data analysis to determine the best overall threshold so that students aren't overwhelmed with questions, but at the same time, get the targeted materials they need.

25.Is Aplia accessible to students with disabilities? Cengage Learning and the Aplia team are committed to helping students with physical challenges and to improving the accessibility of our online products. If you are using a screen reader, you should be able to access all pages of the Aplia application except for the homework. Screen readers may be able to access to some portion of Aplia's homework, but this functionality is not fully supported.

To learn more about how students with disabilities can use Aplia right now, please view the Aplia Accessibility Solutions, which gives detailed information on zooming, screen magnification, printing, screen readers, e-book use, videos, and other resources.

To learn more details about Aplia's accessibility, please view the Aplia Voluntary Product Accessibility Template. Back to top

Technology and Support Questions

1.What do I do when I'm unable to load my assignments? We understand that this problem is frustrating, and we would like you to try a few things to locate and correct the problem. First, we will have you check your computer's system configuration and make any necessary adjustments. Second, we will suggest some common troubleshooting solutions.

If the configuration check and troubleshooting don't solve your problem, please contact Support and describe what you're experiencing. The more details you can provide, the better we will be able to help you.

We appreciate your cooperation and patience while we help you resolve this issue.

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System Configuration:

To confirm that your computer meets our minimum system requirements, please complete the following steps:

Click System Configuration Test
* This will perform a 20-second automated test to ensure that your browser is working as it should and that you can view the site correctly. You should see six green check marks at the end of this automated test.
* You will then want to run the two manual tests by clicking the appropriate links in the Manual Test section of the page.
* If you need to change any of your system settings, you will be given instructions at the end of these tests.
If your computer fails the configuration test, please contact Support and let us know which portion of the test your computer did not pass.
If your computer passes the configuration test, please read on and try a few other troubleshooting options.

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Troubleshooting:

The most common causes for technical problems are listed below, along with instructions for eliminating each cause.

Your computer's security settings interfere with your access to Aplia.
If you use Internet security software such as Norton or Zone Alarm, your security settings may be set to a level that interferes with access to our site. You will need to modify these settings to make Aplia a "trusted" site:
* Disable the personal firewall, if you have one enabled.
* Close all browser windows.
* Open a new browser window and try loading the pages in Aplia that usually don't load.
If the pages load successfully, your firewall is blocking access to Aplia. You will need to add www.aplia.com and courses.aplia.com to your list of "safe sites" or whatever terminology your firewall software uses.
If you are unable to do this, please contact Support and tell us the brand name and version number of the Internet security software installed on your computer.
You cannot access Aplia from within another program or through a link.
Sometimes we see incompatibility between Aplia and other programs (for example, AOL, Blackboard, WebCT).
* Open a new browser window and type the URL for Aplia (www.aplia.com) into the address bar.
Your browser's temporary Internet files have not been cleared.
Sometimes your computer can inadvertently store incorrect information in its temporary memory ("cache") that causes confusion when accessing our site. If you clear the cache and allow Aplia to re-establish a new link, this may correct the problem.
* Go to http://courses.aplia.com/support/troubleshooting/clear_cache.jsp and follow the instructions to clear your computer's cache.
* You may also be able to clear the cache by holding down the Shift key and clicking the Refresh button on your browser's navigation bar.

2 .My page isn't loading properly. What should I do? Sometimes the temporary Internet files that are stored by browsers can cause problems for users attempting to view Aplia site content.
*Go to http://courses.aplia.com/support/troubleshooting/clear_cache.jsp and follow the instructions to clear your computer's cache.
*You may also be able to clear the cache by holding down the Shift key and clicking the Refresh button in your browser's navigation bar.

3.I use a Mac and am unable to enter a numeric value in my assignment. What should I do? We would like you to try a few things to see if we can locate and correct the problem. First, we'll have you check your computer's system configuration and make any necessary adjustments. Next, we will suggest some common troubleshooting solutions. Mac users have found the third troubleshooting tip, regarding clearing your cache, to be particularly helpful.

If the configuration check and troubleshooting don't solve the problem, please click here and describe what you're experiencing. The more details you can provide, the better we can assist you.

A temporary workaround for the trouble that you are experiencing may be to copy and paste your answer into the answer field, rather than attempting to input text into the field directly.

We appreciate your cooperation and patience while we help you resolve this issue.

System Configuration:

To confirm that your computer meets our minimum system requirements, please complete the following steps:

Click the link for System Configuration Test
* This will perform a 20-second automated test to ensure that your browser is working as it should and that you can view the site correctly. You should see six green check marks at the end of this automated test.
* You will then want to run the two manual tests by clicking the appropriate links in the Manual Tests section of the page.
* If you need to change any of your system settings, you will be given instructions at the end of these tests.
If your computer failed the configuration test, please contact Support and let us know which portion of the test your computer did not pass.
If your computer passed the configuration test, please read on and try a few other troubleshooting options.

The most common causes for technical problems are listed below, along with instructions for eliminating each cause:

Your computer's security settings interfere with your access to Aplia.
If you use Internet security software such as Norton or Zone Alarm, your security settings may be set to a level that interferes with access to our site.
* You will need to modify these settings to make Aplia a "trusted" site.
* If you can't figure out how to do this, please contact Support and tell us the brand name and version number of the Internet security software installed on your computer.
You cannot access Aplia from within another program or through a link.
Sometimes we see incompatibility between Aplia and other programs (for example, AOL, Blackboard, WebCT).
* Open a new browser window and type the URL for Aplia (www.aplia.com) directly into the address bar.
Your browser's temporary Internet files have not been cleared.
Sometimes your computer can inadvertently store incorrect information in its temporary memory ("cache") that causes confusion when accessing our site. If you clear the cache and allow Aplia to re-establish a new link, this may correct the problem.
* Go to http://courses.aplia.com/support/troubleshooting/clear_cache.jsp and follow the instructions to clear your computer's cache.
* You may also be able to clear the cache by holding down the Shift key and clicking the Refresh button on your browser's navigation bar.

4.What do I do when I have a Technical - Port 2222 (failed config test) error? If you are not taking an economics course, please disregard this part of the configuration test, as it is a test to see if you can run economics experiments. If you are taking an economics course, please continue to read.

Please note: If you can't launch an experiment that is scheduled to begin within the next 10 minutes, we strongly recommend that you contact your instructor immediately. You should inform him or her that you will not be able to participate in the experiment. If you are in a computer lab or are in close proximity to another student from your course, you may be able to observe the experiment. Otherwise, you can proceed to troubleshoot the problem as described below.

When you tried to run the configuration test, you may have received a warning message stating that Port 2222 was blocked. Port 2222 is the gateway your computer uses to access game programs on the Internet. Our experiments are types of games, so if Port 2222 is blocked, you won't be able to run them. To unblock this port, you'll need to modify the firewall settings on your network or individual computer.

You may want to refer to your instructor to verify that your class will be participating in experiments. If you will not be participating in experiments, you will not need to pass the connection test or change your firewall settings for Port 2222. Failing the connection test will not affect your ability to access and submit answers to your Aplia assignments.

Networked Computer:
If you are using a networked computer (e.g., a computer located in a lab or library), please let us know the location of your computer and administrator contact, and we will provide the administrator with the necessary information to allow Aplia unrestricted access to this network. Please refer to the For IT Professionals section of our Support information page, which is located on our corporate website at http://courses.aplia.com/support/sysreq.jsp

Individual Computer:
If you are using a computer that is not on a network, a security setting on your computer's local firewall is blocking access to this port. Since firewall configurations can be highly customized, you will need to refer to your firewall user manual and/or technical support to properly modify the settings or temporarily disable the firewall. Please note that you will have to assume all risks associated with disabling the firewall; Aplia assumes no responsibility for any unintended consequences that could result.

If you need additional information to resolve this issue, please contact us via e-mail and we will be happy to assist you further.

5.I'm having trouble with Internet Explorer. What should I do? We're sorry to hear you're experiencing problems with Internet Explorer This is likely because your Adobe Flash Player is out of date or is not operating properly. We suggest running our configuration test at http://courses.aplia.com/support/config.jsp and making sure that you receive eight green check marks.

If you pass the configuration test but are still experiencing trouble, it may be because your Adobe Flash Player has ceased to operate as intended. To fix this problem, we recommend that you remove Flash completely and then reinstall it. Please cut and paste the following link into your browser window to remove Flash from your system:

http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14157

Once Flash has been uninstalled, you will need to reinstall it. Please follow these steps to do so:

Go to the following Adobe website: http://www.adobe.com/shockwave/download/alternates/#fp and select the appropriate Flash Player for your computer.
Select the appropriate Flash Player for your computer.
Click the Install Now button located at the top of the page.
Follow the installation instructions.
Once the installation is complete, click the link for System Configuration Test

If that does not solve the problem, we recommend downloading and using the Firefox browser. Please note: The Firefox browser is a free download.

Navigate to the following Mozilla website: http://www.mozilla.org/products/firefox
Click the Download Firefox button located at the top of the page.
Follow the installation instructions.
Once the installation is complete, open your Firefox browser from your desktop icon.
Log in to the Aplia website at www.aplia.com

If the above suggestions don't solve the problem, please contact Support and describe what you're experiencing. The more details you can provide, the better we'll be able to help you.

6.Do I need to download Adobe Flash Player? Yes. Flash is required to see many of the images on Aplia and other websites. Below you will find instructions on how to download a free Adobe Flash Player plug-in for your browser.

Go to the following Adobe website: http://www.adobe.com/shockwave/download/alternates/#fp to download the installation file, click the version of Flash Player appropriate for your operating system and Internet browser you use.
Download the installation file and click the version of Flash Player appropriate for your operating system and Internet browser.
Follow the installation instructions from Adobe for your operating system.
Once the installation is complete, click the link for System Configuration Test

In order to access Aplia correctly, you will need to pass the six automated tests and both manual tests.

If you require further assistance, please let us know by contacting Support. Please describe the steps you have taken to correct your problem and explain what kind of trouble you are still experiencing. Back to top

Textbook and eBook Questions

1.Can I get a refund on my textbook? Refunds or exchanges are only available for non-electronically delivered products within 30 days of purchase. Returns must be in saleable condition and sent via a prepaid method to Cengage Learning at the following address:

Cengage Learning
10650 Toebben Drive
Independence, KY 41051

2.How can I order a hard copy of my textbook? Some Aplia courses include an option to purchase your textbook directly through Aplia. You will need to pay your Aplia course fee before purchasing a physical copy of the textbook. Once you have paid your course fee, you will see on your Home page a box labeled "Readings." Click either the book icon or the link Order a physical book to begin the ordering process. Textbooks will take 5 to 7 days to ship.

*Aplia is unable to ship books to P.O. boxes. It is important that you provide an accurate street address and unit number, if applicable. 3.The chapters of my eBook aren't visible. What should I do? Access to chapters is limited due to one of three reasons:

The payment grace period for your course has already expired. You will need to make a payment in order to access your course.
The payment grace period has not passed, but if you are using the trial version (in other words, you have not yet made a payment), then you are able to view only certain online digital textbook chapters. You will need to make a payment to gain full access to the online digital textbook.
Your e-mail address needs to be verified in order to gain full access. To verify your e-mail address, please check your inbox (as well as junk or spam folder) for your verification e-mail. Inside this e-mail you can click a link to complete the verification process. If you cannot find this e-mail, you can have it resent to you by signing back in to your Aplia account. When the e-mail verification prompt appears, click the grey Resend E-Mail button to have your verification e-mail sent.

Can I print my problem sets/chapter assignments? Unfortunately, Aplia does not currently recommend or support the printing of entire problem sets within the Aplia framework. However, if there are specific questions that you would like to print, you may be able to do so using your browser's Print function.

All Internet browsers are a little different and may require different settings to be changed. To print a question from most browsers, please do the following:

Click File in the browser's menu bar.
Select Print from the dropdown menu.
(Optional) If the printout is formatted incorrectly, you may need to modify the print settings (for example, to fit the printout on one page or to adjust the margin width). To do this, select Page Setup from the File menu and adjust the page settings accordingly. You may find it helpful to set the page orientation to Landscape.

Please remember that you have unlimited access to your Aplia course for the duration of the term. You can return to your course assignments at any time during the term to review questions online and prepare for exams or papers.