Having trouble signing in to your VitalSource Bookshelf account? Whether your email or password isn’t working, you need to update your email address, or you think you may have more than one account, the steps below can help.
My email or password isn’t allowing me to sign in
Before resetting your password, start with these steps.
1. Enter your sign-in information manually
Your browser or device may be automatically filling in an old or incorrect password.
Instead of using a saved or automatically filled password:
- Remove any information automatically entered in the email and password fields.
- Manually type your email address and password.
- Make sure there are no extra spaces before or after your email address.
- Try signing in again.
If you’re still unable to sign in, you can reset your password.
2. Reset your password
Request a password reset using the email address associated with your VitalSource account.
If you have more than one email address, make sure you’re requesting the reset for the account you’re trying to access.
After receiving the reset email, create a new password and manually enter your new password the next time you sign in rather than allowing your browser to automatically fill it in.
3. Check whether you may have used another email address
If a password reset isn’t working or you aren’t receiving the reset email, consider whether your Bookshelf account may be registered under another email address.
This could include:
- A personal email address
- Your school-issued email address
- A previous school email address
- Another email address you commonly use for purchases
If you know the email address for another VitalSource account, you can try resetting the password for that account separately.
I want to update the email address on my account
If you can sign in to your account, review your account settings to determine whether you can update your email address.
If you’re unable to access the account associated with the email address you want to change, contact VitalSource Support for assistance.
Please be prepared to provide the current email address on the account and the email address you would like to use.
I think I have multiple VitalSource accounts
It’s possible to have more than one Bookshelf account if you’ve used different email addresses to purchase, redeem, or access materials.
If you know the email addresses associated with your accounts, you have a few options.
Keep the accounts separate
You don’t have to merge your accounts.
You can continue using each account separately. Make sure you’re signing in with the email address associated with the specific eTextbooks you want to access.
Reset the password for another account
If you want to access one of your other accounts but don’t remember its password, request a password reset using the email address registered to that account.
Request to merge your accounts
VitalSource Support can assist with requests to merge eligible Bookshelf accounts so your content can be accessed through one account.
Before requesting an account merge, there are some important things you should know:
- Flashcards will be lost. Flashcards cannot be transferred between accounts during a merge.
- Notes and highlights generally combine, but a complete transfer cannot be guaranteed.
If you have notes or highlights that are important to you, we recommend exporting your notes before requesting the merge.
Take your time to save anything you need before contacting Support. There is no need to proceed with the merge until you’re ready.
Still need help with your account?
If you’ve tried the steps above and still can’t access your account, VitalSource Support is happy to help.
Before connecting with an agent, please gather as much of the following information as possible:
- The email address you’re currently trying to use
- Any other email addresses that may be associated with a VitalSource account
- What you’re trying to do — sign in, reset a password, change your email address, or merge accounts
- The exact error message you’re receiving, if applicable
- A screenshot of the error, if possible
- The title of an eTextbook you expect to find in the account, if you’re trying to locate a specific account
Never send your password to VitalSource Support.
Providing these details when you contact us will help our Support team identify the account and determine the best next step.
Need your accounts merged?
Before contacting Support, make sure you have:
- Identified the email addresses for the accounts you want merged.
- Exported any notes you want to preserve.
- Understood that flashcards cannot be transferred and will be lost during the merge.
- Decided which email address you would like to use for your account going forward.
VitalSource Support is here to help once you’re ready. Throught our Messaging AI Agent interface you can contact a human support agent by letting us know that you would like human assistance merging your Bookshelf accounts.
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