Support Center

Troubleshooting the Online Instruction with Video(s) and the Digital Toolbox

When I try to redeem my Online Instruction with Video(s) 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 Online Instruction with Video(s) 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 Online Instruction with Video for the correct level.

• In order to redeem your Online Instruction with Video 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 Online Instruction with Videos 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 Online Instruction with Video.

The Digital Toolbox, and our Early Access experience on our new platform, 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 Online Instruction with Video 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 an Online Instruction with Video 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 Online Instruction with Video.

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 Online Instruction with Video 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 Online Instruction with Video’s access code to access the full level. For instructions on how to redeem your Online Instruction with Video 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.

What Changed in Early Access?

In our Early Access experience on our new platform, we’ve made a change to how sample lessons are presented. Instead of offering the first three lessons of each level, we now provide access to one carefully selected lesson that gives a strong representation of the full level experience.

We made this update to:

• Give families a clearer, more focused preview of the content and teaching style
  
• Ensure the sample lesson best reflects the core concepts introduced in that level
  
• Simplify the experience and help users decide more confidently

You still have access to the Digital Toolbox at any time, whether you’re previewing a level, working through a lesson, or using tools like the Virtual Manipulatives. After purchasing Online Instruction with Video, you’ll unlock the full set of lessons for your chosen level.

If you have questions about where to begin or how to explore the right level, our Customer Success Team is here to help.

Related Articles

• How to use the Digital Toolbox
• How to Use Early Access
• How to Use Early Access on a Mobile Device
• Online Video with Instruction Access
• Math-U-See Videos
• Using the Worksheet Generator
• Online Drill Tool

Was this article helpful?

3.3 out Of 5 Stars

3 ratings

5 Stars		33%
4 Stars		33%
3 Stars		0%
2 Stars		0%
1 Stars		33%

5 Submit

How can we improve this article?

Please submit the reason for your vote so that we can improve the article.

Submit