Access Code Errors

Error: Access Code is already in use

If you see this error, then this means the access code you are trying to use to register has been redeemed by another user's account. 

Step 1:

Check other email addresses you might have used. Some users find an access code is already in use with an alternative email address. Try to log in with any other email address you might have access to. 

Step 2:

Confirm you have the correct code.

You may have received someone else's code. If you purchased from a bookstore or third-party seller, check with them to see if they have another available access code for you. If you are having difficulty procuring a new code or are unsure if you redeemed your code on another account, then send us a ticket either by emailing support@cheng-tsui.com or fill out our support ticket form. When sending us a ticket, please be sure to  include the access code you were given to expedite the process towards resolving your issue. We will help locate your account or provide a new code, so you can start accessing your materials.

Error: Please enter a valid Access Code/Invalid access code. Please enter valid Access Code. 

If you see this error, then FluencyLink has deemed the access code you are trying to redeem is not valid for your account. There are many different reasons for this error message to appear. 

Reason 1: 

You may be entering the access code incorrectly. Make sure that you are entering your access code correctly and there are no typos. We recommend you copy and paste the access code instead of typing it in to make sure the case and all characters are correct. 

If you are confident that you have entered your code correctly, then send us a ticket either by emailing support@cheng-tsui.com or filling out our support ticket form.

Reason 2:

You may be getting a user-type mismatch. 

If you are a teacher, you cannot redeem student codes, and vice versa. If you suspect this may be the case, send us a ticket either by emailing support@cheng-tsui.com or filling out our support ticket form.

When sending us a ticket, please be sure to include the access code you are trying to redeem to expedite the process towards resolving your issue. We will look into your situation to search for the reason your access code is not working and work towards resolving it, so you can access your materials.