This message will appear when your child's code cannot be found on Cambridge One.

Here are some possible reasons and how to fix them:

• You entered the wrong code
• You are using a code from another platform
• The code is from the closed Cambridge LMS platform
• The code is from the closed Bookshelf platform
• You are using a class key instead of an activation code
• Your child's book may not be original

• You entered the wrong code

Sometimes the code is typed incorrectly. This can happen if:

> A letter or number is typed wrong. Use the letter (Q) if you find a similar character because our codes do not include the number zero (0) or the letter (O)
> Enter the full code. You don't need the dashes.

Check the code carefully and try again. 

• You are using a code from another platform

Some codes are for other Cambridge sites.
Please, check the URL indicated below your activation code. It will always direct you to the platform where your child's code must be activated.

• The code is from the closed Cambridge LMS platform

If the URL below your child's code is www.cambridgelms.org, please fill out this form to contact us with the following information:

> A photo of the activation code printed on the book or card
> A photo of the ISBN printed on the book (the number on the back cover, below the barcode that starts with 978)
> Your location/country
> Your child's role (Independent student or part of a school)

• The code is from the closed Bookshelf platform

If the URL below your child's code is www.bookshelf.cambridge.org, please fill out this form to contact us with the following information:

> A photo of the activation code printed on the book or card
> A photo of the ISBN printed on the book (the number on the back cover, below the barcode that starts with 978)

• You are using a class key instead of an activation code

A class key does not give access to learner resources. It has 8 characters and has both lower and upper case letters and numbers.

Example: aBC1-de2F

Make sure you are entering the activation code when asked to activate your product. For more information, read: What is the difference between an activation code and a class key? 

• Your child's book may not be original

If you bought your child's book from an unofficial seller, it may not be a real Cambridge book.
Some books may have fake or copied codes, which will not work.

Please get in touch with the seller, they might provide a refund or replacement. You can also fill out this form to contact us with the following information:

> Proof of purchase (receipt)
> A photo of the activation code printed on the book or card
> A photo of the ISBN printed on the book (the number on the back cover, below the barcode that starts with 978)
> A photo of the copyright page, usually found on the second or third page, with a list of ISBNs. It shows where the book was printed (Printed in...)