Accessing Cengage Technical Support
If you're having trouble using CengageNOWv2 and cannot resolve your issue using the online Help system, you can click the Cengage Technical Support button in the header or the link at the bottom of most pages to open the Cengage Customer Support page. These options both open the same primary support site provided by Cengage.
Cengage Customer Support provides access to FAQs on several topics for both students and instructors. If you don't find an answer to your question, additional links direct you to creating a case with technical support or accessing user guides, videos, and articles.
Note: When you are not logged in to CNOWv2, you can direct your browser to support.cengage.com.
If you access CNOWv2 through Nelson Education, you can use the Nelson Technical Support link located in the footer.
To access online support information
- 1. Click the Cengage Technical Support button in the header or the link in the footer of CNOWv2 to open the Cengage Customer Support page in a new browser window.
- 2. Select I am a Student as your user type to display buttons to the site's resources in the lower section of the page.
- 3. Click a button to open one the following categories of support information:
- 4. Select or enter your product name (CengageNOWv2) on the Product Search page and you can then select from a list of related FAQs.
- 5. Read through the FAQs of your selected topic, and if you need additional help, you can use the links supplied on the page to access further resources.
- ° Engagement Services. Access product specific information in the form of user guides, videos, recordings, and online training.
- ° No, I'd like to create a case. Enter your Cengage email address and password to create a technical support case. See Submitting a Technical Support Case for more information.
Note: If you would like to see the status of an existing case, click Already have a case? Click Here. You are then directed to log in to access your case.
Note: The resource links available to you can vary from page to page, depending on the topic.
Submitting a Technical Support Case
If you're unable to find the information you need from the support FAQs, you send a case directly to the technical support staff.
To create a technical support case
- 1. Go to the Customer Support Sign In page, either by clicking the No, I'd like to create a case button on the Cengage Technical Support site.
- 2. Sign in with the Email Address and Password you use for your CengageBrain account.
- 3. Click Sign In to open the Create Support Case page.
- 4. Be prepared to enter information in the following required fields.
- 5. (Optional) If desired, you can Add Participants or Add An Attachment.
- 6. Click the Create Case button when the form is complete.
Note: Signing in allows you to track your open tech support cases, create a new case, or obtain phone numbers to inquire about specific products.
Note: Support requests are usually responded to within 48 hours.
