How Can We Help?

Search for answers or browse our knowledge base.

In this Article:

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. I can’t access my levels, and I can’t redeem the code. What is going on?

Make sure you are logged into your Demme Learning account. To redeem your code you must log in or create a free account.

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. 

The other common problem has to do with the way 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.
  • You must add a U.S. billing address in your account dashboard. If you don’t have one, the system will 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 dashboard. 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.

I have multiple Digital Pack codes. I can only apply one discount code. How do I get all my Digital Packs?

At this time our system only allows the use of one discount code per cart. You will need to complete the full checkout process for each Digital Pack code you have purchased.

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 drop-down menus to function properly and load the content for your selected lessons.

  • If JavaScript is disabled in your browser, or if you are blocking scripts from mathusee.com, you will not be able to view the content in your Digital Pack properly.
  • The most obvious clue that your JavaScript is disabled or blocked is that when you select Math-U-See in the left drop-down, the right drop-down menu for selecting a level does not appear. If the second drop-down appears and you can select a level, JavaScript is not the issue and you should contact us for more support.
  • If you are able to select Math-U-See in the left drop-down, but the second drop-down does not appear, JavaScript is most likely the cause. Go to your browser settings and make sure that JavaScript is enabled and that scripts from mathusee.com are not being blocked.

I’m only able to access the first three lessons. What happened to 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, 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 purchase the Digital Pack from 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 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. (link) 

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.

Was this article helpful?
0 out Of 5 Stars
5 Stars 0%
4 Stars 0%
3 Stars 0%
2 Stars 0%
1 Stars 0%
How can we improve this article?
Please submit the reason for your vote so that we can improve the article.
Previous Stewardship Resources
Next Using the Worksheet Generator
In this Article:

Recent Articles


Still need support?

Contact us:

Live Chat

Email:
customerservice@demmelearning.com

Call: 888-854-6284

Live Chat

9 AM to 6 PM Eastern time,
Monday through Friday

Phone Support

Call (888) 854-6284
International callers —
call +1 717 283 1448

8:30 AM to 6 PM Eastern time,
Monday through Friday

Email

Send us your questions or comments.