Troubleshooting the Digital Packs and the Digital Toolbox

When I try to redeem my Digital Pack code, I get a message that it is invalid.

• Be sure you are redeeming the code through your Demme Learning account.  If you have not created an account, you may do so by visiting store.demmelearning.com.  
• If you have an existing account, please log in before redeeming the code.

I am entering my Digital Pack code in the shopping cart and am being charged tax. I’ve already paid for this product, so I shouldn’t have to pay tax again.

You’re correct; there should be no additional charges. The most common problem comes from adding the wrong item to your cart. Please double-check that you have the Digital Pack for the correct level. 

• In order to redeem your Digital Pack promo code, you’ll need to log in with your Demme Learning account or create a free account if you don’t already have one.

• You must add a billing address in your account dashboard. If adding your billing address adds tax please, or you do not have one use: 207 Bucky Drive, Lititz, PA 17543 (that’s us!).

• If you are prompted for payment information, do not proceed with completing checkout. Please call our Customer Service Team for Assistance.

What should I do if I have multiple Digital Pack codes?

Add all your Digital Packs into your cart. Then add your discount codes one at a time.

I’m having trouble with the videos/drop-down menus/other content in my Digital Pack.

The Digital Toolbox relies on JavaScript to load and play videos, as well as to allow the navigation menus to function properly and load the content.

If JavaScript is disabled in your browser, or if you are blocking scripts from demmelearning.com, you will not be able to view the content in your Digital Pack properly.

I’m getting an error code when trying to play the videos.

An error code can appear on a PC, Android, or iPhone indicating that there is an error loading the media file and it cannot be played. The error arises because of the wrong configuration in the media player or certain extensions or browser cookies. 

• Check that your browser is up to date with the most recent version
• Delete your cookies and cached data for the website
• Try opening the site in a different browser

I’m only able to access the first three lessons. Where are the other lessons?

A Demme Learning account allows free access to the first three lessons of each level of the Math-U-See curriculum on the Digital Toolbox. Purchasing a Digital Pack allows you access to all lessons for that level. 

If you are only able to access the first three lessons, you should first verify that you have purchased that level’s Digital Pack. Digital Packs are included in our Universal Sets, Level Up Sets, and Level Up Base Sets, and are available for individual purchase. 

When you sign into the Digital Toolbox, you will need to use the same email address that was used to create your account at store.demmelearning.com.

If you purchased your Digital Pack from one of our resale partners, you’ll need to sign up for a free Demme Learning account via digital.demmelearning.com and redeem the Digital Pack’s access code to access the full level. For instructions on how to redeem your Digital Pack access code, click here. 

If you purchased directly from store.demmelearning.com and are signed into the Digital Toolbox with the same email address that was used to make the purchase but can only access the first three lessons for your purchased level, please call our Customer Support team at 888-854-6284.

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