Using 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 in the footer of most pages to open the Cengage Customer Support page. These options both open the same primary support site provided by Cengage. See Accessing Cengage Technical Support and Creating a Technical Support Case for more details.
You can access additional support from a link located in within your Learning Management System. See Using Your LMS Technical Support for more details.
If you access CNOWv2 through Nelson Education, you can use the Nelson Technical Support link located in the footer.
Accessing Cengage Technical Support
If you need additional help using CNOWv2, the Cengage Customer Support site provides you with FAQs covering specific support topics as well as links to additional resources.
To access online technical support
- 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 for 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 CengageNOWv2 on the Product Search page to view a list of 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.
- ° No, I'd like to create a case. Enter your Cengage email address and password to create a technical support case.
- ° Engagement Services. Access product specific information in the form of user guides and self-training videos.
You can also direct your browser to support.cengage.com when you are not logged in to CNOWv2.
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.
Creating 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.
Note: Support requests are usually responded to within 48 hours.
To create a support case
- 1. Go to the Customer Support Sign In page, by clicking the No, I'd like to create a case button available from a topic on the Cengage Technical Support site.
- 2. Be prepared to enter information in the following required fields:
- 3. (Optional) Click Add Participants to include additional recipients.
- 4. (Optional) Click Add An Attachment to include a file or screenshot.
- 5. Click the Create Case button when the form is complete.
Using Your LMS Technical Support
If you're having trouble using CengageNOWv2 and cannot resolve your issue using the online Help system, you can submit a Support Case via the Cengage Technical Support link in your Learning Management System. Once your case is submitted, you'll receive a case ID and access to telephone assistance.
You can speak with an agent once you receive the phone number provided upon your case submission.
Monday through Thursday: 8:30am to 9:00pm (EST)
Friday: 8:30am to 6:00pm (EST)
If you don't see a Technical Support Link in your course, notify your instructor and ask them to add the LMS Technical Support link. See Creating a Technical Support Case for details.
