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.

This problem commonly arises when adding the wrong item to your cart. Please double-check that you are entering ONLY the Digital Pack for the level you purchased (not the set that you purchased from our distributor.)

The other common problem can arise with how your Demme Learning account is set up. Here are some important things to know that should solve this problem:

• 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. Visit store.demmelearning.com to accomplish either of these.

• You must add a U.S. billing address in your account dashboard. Addresses outside of the U.S. cause the system to add sales tax. If you don’t have a U.S. billing address, please use: 207 Bucky Drive, Lititz, PA 17543 (that’s us!) and that will take care of the problem.

• You must update/add the billing address in your account prior to checking out. Changing it during the checkout process will not remove the sales tax, and you will still be prompted for payment information.

• If you are prompted for payment information, do not proceed with checkout. You’ll be charged for the sales tax. Navigate to your account dashboard and update your account. Then select the U.S. billing address that you entered during the checkout process; you will not be prompted for payment information and you should be able to complete your transaction.

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

In the past, our system only allowed one discount code per cart. The system now allows multiple Digital Pack codes to be placed in a single order.

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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