Troubleshooting EBook Purchasing Issues

Ebook troubleshooting for STLCC

(updated 5.24.24)

For any student who needs assistance with VitalSource digital content (eBook) related issues please see information below:

Online bookstore website for STLCC: Stlcc.textbookx.com

Where students go to order books, submit support tickets, retrieve eBooks, sell books, and request refunds

How to access digital content in VitalSource:

Visit bookstore website (stlcc.textbookx.com) and login with your student account credentials (this is your STLCC login information – same info you use to get on Canvas, student email, etc.)
Click on your username at top right and select ‘elibrary’
Find the eBook you want to access and select ‘access now’ – this will direct you to your VitalSource bookshelf
1. You will need to create an account here (unless you already have one)
2. When setting up your account use the same login and password that you use for STLCC (school email & password)
If you have a ‘read only’ eBook – once you login to your VitalSource bookshelf the book you have just accessed will appear in you library and you will read directly from here in your VitalSource bookshelf
If you have an ‘eBook with courseware’ – once you login to your VitalSource bookshelf the eBook you just accessed (if an eBook with courseware) will pop up, it will only be the title page of the book
1. There will be a small pop-up window in the top right that appears here. It will say something like ‘reveal access code’ – click on this to get your publisher access code (take a photo of this code and/or copy to your clipboard
  1. If you do not see this window pop-up you will need to check your computer and make sure that you do not have pop-ups disabled. If you have pop ups disabled you will never see this window. THIS WINDOW DOES NOT SHOW UP WHEN TRYING TO ACCESS THROUGH A SMART PHONE. ACCESSING THROUGH A LAPTOP OR DESKTOP IS NECESSARY HERE

Now that you have your publisher access code you need to link this with your specific class. Each textbook publisher sets this up a little differently but here are some general steps:
1. Login to Canvas and pull up the specific class that this eBook is for
2. Your instructor will usually have a link to click on somewhere that will direct you to a publisher’s website (McGraw Hill, Pearson, Wiley, etc.)
3. You will need to create an account for the publishers site if you do not already have one
  1. When setting up your account use the same login and password that you use for STLCC (school email & password)
4. You should then be able to see a place where you can ‘redeem access code’
5. Please note that each publisher has a slightly different format when setting up these codes so they will not all look the same. Additionally, instructors lay out the information differently to students so it is important to pay attention the first day of classes and read through the syllabus before trying to gain access to any eBooks with courseware as your instructors may provide specific information to you.

Troubleshooting VitalSource digital content:

If you are having issues accessing your digital content and the instructions above do not help you will want to create a support ticket

Go to bookstore website (stlcc.textbookx.com) and login with your student account credentials (this is your STLCC login information – same info you use to get on Canvas, student email, etc.)
Click on the ‘help’ tap at the top and select a ‘I need help with my order’
From here you can select the item you are having trouble with
Type out what problem you are having the comment box. It is very helpful to also take a screenshot of what you are seeing and attach a photo for their support team to view.
1. For example – if you get a pop-up message ‘access code is invalid’ when going through the access process this would be a good thing to take a photo of and include in your support ticket.
All correspondence regarding this support ticket you entered will be sent to you STLCC student email and the messages should be coming from (learnerexperience@textbookx.com)

Additionally, there is a support number that the students are able to call as well. They will want to have their order number ready.

The support phone number is: 1-855-955-0398