Help Videos

Registration

I have purchased a printed product, but have lost the access code card. What do I do?
Please contact Nelson Customer Support.
I teach in a semester school. Do I need to have new access codes for students the next semester?
No, you do not have to purchase new access codes. Each code is tied to a unique username and password. New students in the next semester must register a new account with a new username and password, and add the access code so the resource appears on their myNelson dashboard. If the students already have a myNelson account, they just need to enter the access code in the “Add new resource” field (see below).
Once this is done, access will be deactivated for the previous student who used the resource. Access codes can be used multiple times as long as the subscription is still active. However, access cannot be shared; only one student can use an access code and get access to the resource at any given time.

Please note that students' highlights or bookmarks from the previous semester will be cleared for the new student using the same access code.
If students drops a course, can the access code to their resource be reset mid-semester so another student can use it?
No, you do not need to reset or generate new access codes. Each code is tied to a unique username and password. New students in the next semester must register a new account with a new username and password, and add the access code so the resource appears on their myNelson dashboard. If the students already have a myNelson account, they just need to enter the access code in the “Add new resource” field (see below).
Once this is done, access will be deactivated for the previous student who used the resource. Access codes can be used multiple times as long as the subscription is still active. However, access cannot be shared; only one student can use an access code and get access to the resource at any given time.

Please note that students' highlights or bookmarks from the previous semester will be cleared for the new student using the same access code.
I'm not sure if I already have an account. What do I do?
Please contact Nelson Customer Support.
What if my school/school board is not on the list?
If you are not affiliated with a school or school board, please choose "None" in the respective drop-down menus.

If you are affiliated with a school or school board and it is missing from the list, please contact Nelson Customer Support..
Why do I have to create an account?
You need to register in order to access, maintain, and update your products and your account. Creating an account enables us to provide you with the best possible customer service.
What do I do if I am neither a teacher nor a student?
If you are a parent, guardian, or instructor and over 15 years of age, please choose "Teacher" in the registration process. Teachers are not given special privileges in the password system. The only difference between students and teachers is the information being collected. Students do not need to provide their name.
How do I edit my account information?
Once you are registered, you can use the My Account link to edit your information. You can change your Name, Username, Password, or Secret Question and Secret Answer. To change your School or School Board information, please contact Nelson Customer Support.

Logging In

Can I log in from my home computer?
Yes. You can access all of your myNelson products from your home or from any other computer, provided that computer meets the technical requirements of myNelson.
What is my username and password?
Your username is the email you registered with or the username that your institution has provided to you. If you are affiliated with a school or another institution, please obtain your username and password from your school/institution. If you have your username but cannot remember your password, please use the "Forgot Password?" feature. If you are still experiencing problems logging in, please contact Nelson Customer Support.
What do I do if my school is not on the list?
Select your province but leave out the City and School Board. Enter one word of the name of your school then hit the search button again.

The search feature ignores words like "Saint", "St.", "Primary", or "Secondary". If your school still does not come up on the list, please contact Nelson Customer Support.
What do I do if I can't remember my secret answer?
Please contact Nelson Customer Support.
What if I can't remember the email I used to register?
If you cannot remember which email you registered with, please contact Nelson Customer Support.

If your email has changed, please update this information on the My Account page once you have logged in. Your username will automatically be changed to your new email.
I can't remember my password. What do I do?
If you cannot remember your password, please use the "Forgot Password?" feature. You will need to provide the secret answer to the secret question that you chose upon registration. Your password will be emailed to you. You can change your password at any time from the My Account page. What is my username and password?

Access Codes

What is an access code?
An access code is a combination of letters and numbers that allows you online access to the products you have purchased.
How do I obtain an access code?
Your access code card will either be mailed to you or is attached to the inside of your product. Also attached will be the instructions for how to use your access code. If you are having trouble locating your access code, please contact Nelson Customer Support.
How do I use an access code?
There are two ways you can use your access codes: at the time of registration or by using the "Submit Access Code" feature located in the top right corner of your dashboard.

If you use your access code during registration, the product list on your dashboard will be populated upon login with products associated with that access code. If you have more than one access code, please use the "Submit Access Code" feature to submit the remainder of your access codes once you log in. Simply type in your access code in the "Enter Access Code of Recently Purchased Product" text field, and click "Submit." Repeat as many times as you have access codes.

If you did not use an access code during the registration process, your product list will be empty upon login. Please use the "Submit Access Code" feature to add products to the product list. Simply type your access code into the "Enter Access Code of Recently Purchased Product" text field, and click "Submit." Repeat as many times as you have access codes.
What if my access code is not working?
You may have already used this Access Code, or you may have been given the wrong Access Code by your institution. Please consult your institution or contact Nelson Customer Support.
What if I have bought a printed product but have lost the access code?
Please contact Nelson Customer Support.
I have received the access codes. How do I now distribute access for my students?
For online access to print products, the access cards you receive are peel and stick. Distribute the books to students. Have your students apply the access code stickers to the blank page facing the copyright page of the book. Do not stick the access codes to the cover in case you rebind the book in the future. For digital products, you will receive access cards. Distribute the access cards to students.

Have the students register on myNelson if they do not have existing user accounts. Have the students log in to myNelson and add the access code to their account. The product will appear on their dashboard. Collect the access cards from the students and keep them in safe place. You will need to retain these for future use of online resources by students enrolled in the next course.
What happens if a student loses a book with the access code?
Please contact Nelson Customer Support.
I have access codes for the Online Teaching Centre. How do I get started accessing it?
Register on myNelson if you do not have an existing account yet.

Log in to your account and add the access code on the "Add your resource" field located on the top (see screenshot below) and hit "Submit". The product will appear on your dashboard.
What do I do if a teachers-only resource access card is lost?
Please contact Nelson Customer Support.

Printing

How do I print pages from the student book, teacher's resource, or eBooks?
Certain resources, such as Blackline Masters or other handouts are intended to be printed. These files are provided as Microsoft Word files and/or PDF files with printing enabled. Resources such as the student book and the teacher's notes are not intended to be printed, and the print option has been disabled. Files labeled as an "eBook" are never printable.

To check whether or not a PDF file can be printed, open the file and hover over one of the pages. A small file menu will appear containing a print icon. If the print icon is faded out, printing has been disabled for the open file. If the print icon is not faded out, click the icon to print the open file. .

Products

When will I be able to access the products marked "Not Yet Published"?
Your products will become available as soon as they are published. Please contact Nelson Customer Support for more details and specific dates.
How do I search for products?
To find a product in your dashboard, you can manually locate it in the product list or use the search field on the left side of the screen.

To use the Search field, please type your search criteria in the text box and press "Enter" on your keyboard or click "Search" beside the text box.

You can use the Grade and Subject filters (before you perform the search or afterwards), to reduce the number of results.
What do I do if my product search yields no results?
Before you perform a search, ensure the Search field on your dashboard is set to All Grades and All Subjects, and that your product list contains products. If your product list contains no products, it is likely that you have not yet submitted an Access Code.

Once you are able to see products in your product list and your searches still yield no results, try to manually locate the product in the product list. A possible reason for not being able to locate the product you are searching for is that you have not entered the Access Code associated with that product. Please contact your institution or Nelson Customer Support.
How do I access a product?
Once you have logged in and located the desired product, click on the title of the product. The system will launch the product in a new tab or window.
What if I can't open a product?
If you are getting the message "The number of users attempting to open this product exceeds the number of products purchased. Other users may need to log off before you can access this product. See ‘Help’ for more information," or a similar message regarding product sessions, please consult with your instructor or institution. It is possible that your institution has purchased an insufficient number of product licenses.
I'm a student. How do I navigate through the products?
Your interface has a menu on the left side that lists components of your product. These are usually organized numerically by units of your resource or by subject matter. To find a file, you can navigate through the menu or use the Search field located above the menu.
I'm a teacher. How do I navigate through the products?
Your interface has multiple boxes, called modules. A module can contain RSS feeds, a group of related files or links, or a video or audio player, which serve as tools for accessing the products.
How do I search within a product?
Type a keyword into the Search text box located in the top left corner and click Search. Your results are displayed in a drop-down menu below the text box. To narrow your search, use the File Filter options located next to the Search field.

Renewals

How do I renew my subscription to the products that have "Expired" or that have a "Please Renew" status?
Please contact Nelson Customer Support.

Technical Requirements

Why am I unable to open myNelson resources?
Check to ensure your pop-up blocker has been turned off. The pop-up blocker limits or blocks myNelson resources from launching in a new tab or window. Please disable your pop-up blocker. Click the links below for instructions:
  • FireFox
  • Internet Explorer
  • Chrome
  • Safari (go to settings/Safari/Block Pop-ups and set to “no or off”)
    1. Windows users select Edit > Preferences, Mac users click Safari > Preferences.
    2. Click Security at the top of the window.
    3. Check the box Block Pop-up windows to enable this feature. Uncheck it to disable it.
  • If you have a browser toolbar installed (Yahoo, Google, MSN, BING, etc.) please locate the popup-blocker option and disable it.
Does myNelson work on tablets?
Yes, you can log into myNelson and view content. Your experience, however, will not be optimal. Tablet screen size and layouts vary and some tablets may not provide the screen resolution necessary to get the full viewing and usage experience myNelson provides. For certain non-essential functionality, myNelson also makes use of right-click and drag-and-drop controls that may not be available on your tablet.

Although myNelson will work on most web-enabled devices, select eBooks, videos, and simulations were created in Flash and may not function based on the type of tablet you are using.
How do I enable Internet Explorer security settings for file downloads?
Add myNelson to your "Trusted Sites" list:
  1. Launch Internet Explorer 9 (or later).
  2. Select “Tool' -> Internet Options” from the menu bar.
  3. Select the “Security” tab.
  4. Select the “Trusted Sites” icon and click the “Sites” button.
  5. Type the content URL (for e.g. http://www.nelson.com) in the “Add this website to the zone” text field and click the “Add” button.
  6. Click the “Close” button.
To Enable Security Settings:
  1. Launch Internet Explorer 9 (or later).
  2. Select “Tool -> Internet Options” from the menu bar.
  3. Select the “Security” tab.
  4. Click the “Custom Level” button.
  5. Scroll down for “Download” section.
  6. Select “Enable” for “File download.”
  7. Scroll down for “Miscellaneous” section.
  8. Select “Disable” for “Use Pop-up Blocker.”
  9. Select “Disable” for “Use Smart Screen Filter.”
How do I download, unzip, and play media files for specific products (PC or Mac)?
Please refer to the following PDFs for instructions on how to download and play myNelson media files: PC
MAC
What are the technical requirements of myNelson?
Operating Systems
Windows 7
Windows 8.1
Windows 10
Apple OS X 10.9
Apple OS X 10.10

Browsers
Internet Explorer 9, 10, 11
FireFox 27 (and later)
Chrome 27 (and later)
Microsoft Edge
Safari 6
Safari 7

Devices
Apple iPad and iPad Mini iOS 8
Google Android 4, 5
Windows 8 Tablets

Contact Information

Customer Support
http://www.mynelson.com/staticcontent/html/inquireform.html
http://www.nelson.com/order/contact.html
Sales Representative Search Tool
http://replocator.nelson.com/

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