Info Support may need to resolve your issue

Updated 19 Oct 2023

If you can't find the help you need at AskPearson, gather information about your problem before you contact Pearson Support.

The list below contains the most important information to report if you contact Pearson Support. ALL of this information is needed. Providing the computer configuration and/or the detailed incident report (see below) are also useful to diagnose and resolve your issue.

  • Assignment name/number and item name/number
  • Name of person(s) affected
  • Course ID and textbook
  • Description of the problem: What's wrong?

Try to provide at least the first three items below:

  • Operating system and version
  • Browser name and version
  • Mobile device and model
  • Amount of RAM
  • Amount of free disk space
  • Type of internet connection
  • Any recent changes to computer?  (Installed new browser, new operating system, or other)
  • Any other server/software issues at same time?
  • Is this computer on a network such as a computer lab, library, and so on? Do other Mastering users see the same problem?
  • Do you see the same problem on a computer that's not on the same network?
  • What happened
  • Date and time of what happened
  • What you were doing before the issue occurred
  • What you were trying to do
  • What you expected to happen
  • Anything you did to recover (refreshed/reloaded page, and so on)
  • Was it successful?
  • Is the issue currently occurring?