Technical Support Contact Information
In order to best capture Pearson Customer Support type issues, please follow these best practices when preparing to report an issue to Pearson Customer Support:
Steps to Reproduce
Here is a link that covers obtaining a screenshot or capture of your computer monitor, http://www.take-a-screenshot.org/
When contacting Pearson Customer Support, please consider the following Support interaction priority levels:
For iLit users: Please contact Patti Chappell at [email protected] or 804-937-2911
- Affected Usernames or sample Username from pool of affected Users
- If a large group of Students or Teachers are affected providing 1 or 2 sample Usernames from the affected group will suffice
- If a single user is affected simply provide their Username
- If only Students are affected, the Teacher’s Username is always helpful as well
- No passwords are required if the User is not comfortable providing such
Steps to Reproduce
- How did the error occur?
- How did you navigate to the point of failure being reported?
- Here is an example template of Steps to Reproduce:
- Login at Pearson SuccessNet
- Select Algebra 1 e-text from Teacher Resources
- Receive “Not Authorized” error message
- Screenshot of error, defect, or notable situation
- Screenshots or captures are a valuable asset when reporting any type of issue to Pearson Customer Support
Here is a link that covers obtaining a screenshot or capture of your computer monitor, http://www.take-a-screenshot.org/
When contacting Pearson Customer Support, please consider the following Support interaction priority levels:
- Phone Support 800.234.5832 (Mon - Fri, 8am to 8pm EDT) – Highest priority transaction
- Chat Support (https://pearsonnacommunity.force.com/coco/s/Chat_Support_Form) - Medium to High priority
- Email Support (https://pearsonnacommunity.force.com/coco/s/K12_Curriculum_Support_Form) – Low to Medium priority
For iLit users: Please contact Patti Chappell at [email protected] or 804-937-2911
The above information can be downloaded by clicking below.
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