You paid for XYZ Homework or redeemed a Student Access Code, but you still see the free-trial notice with Activate Now, the Activate Your Account page, or a screen saying your free access has ended.
What this means
A payment or code goes onto the XYZ Homework account you were signed in as when you used it. Your payment may be on a different account from the one your course opens, the page may not have reloaded since activation, or the activation may need help from support. Support can check which account has your access.
Try this now
From your LMS
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Go back to your course and open the assignment again. If you see the “has ended” screen, choose I’ve activated — reload.
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Still asked to activate after reloading? Your payment or code may be on a different XYZ Homework account from the one your course uses. This can happen if you paid at xyzhomework.com on your own, or if the activation page asked you to sign in or create an account before you paid. Contact support to connect it. Don’t pay again.
At xyzhomework.com
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Choose Logout at the top of the page. On a narrow screen it’s in the menu under the person icon. If every page sends you to Activate Your Account and there’s no Logout, sign out by going to www.xyzhomework.com/imathas/actions.php?action=logout. Then sign in at www.xyzhomework.com/login with the account you were using when you paid. Your username is the email address you signed up with.
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If you have more than one email (for example a school address and a personal one), sign out and try the other one.
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If the other email shows you’re activated, your class may be on the other account. See I think I have two XYZ Homework accounts.
Don't pay again
If the activation page says “Your account is active”, or “Your account is already activated until” a date, and that no additional payment is needed, the account you’re signed in to is already active. Go back to your course and open the assignment again.
If you paid and then saw a message that gives “Your order number is:” and says “Do NOT attempt to pay again.”, write down the order number and contact support. Don’t pay again. If the page instead says “Payment received - activating your account”, keep it open and don’t pay again: it changes to “Payment Successful!” when your account is active, or to the message above if something went wrong.
The email address you type for your receipt at checkout is only where the receipt is sent. It doesn’t decide which account is activated: the account you were signed in to does.
Who can fix it
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You: reload the page. At xyzhomework.com, sign in to the account you paid on. From your LMS, signing in at xyzhomework.com doesn’t change which account your course opens, so reopen the assignment from your LMS and contact support if you still have to activate.
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XYZ Homework support: can connect your payment or code to the account your course uses. Email support@xyzhomework.com from the email address on your XYZ Homework account. Include:
- the email or username you use for your class, and your school and course;
- the receipt email (forward it), or the order number if you saw one;
- the access code, if you used one.
Never send your card number or your password.
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Your instructor: if you missed due dates while you were locked out, ask your instructor for more time. Extensions are their decision. If your instructor gives LatePasses and allows them after the due date, you may be able to reopen a missed assignment yourself with one. See Using a LatePass.
Copy this to your instructor
Use this only if you missed work while you couldn’t get in:
I paid for XYZ Homework (or used an access code), but XYZ Homework kept asking me to activate, so I couldn’t open my assignments. I’ve contacted XYZ Homework support. Could you use Make Exception to give me more time on the assignments I missed while I was locked out? (If these assignments get their due dates from [LMS name], the new dates may need to be set there too.)