CengageHelp

Use the Cengage Support Portal

Use the Cengage support portal to contact customer support. Give the support team information about your issue, and the support team will contact you with solutions or next steps.

SparkInstructorSupport & Troubleshooting

  1. Go to the Support Portal and select the option that applies to you.

    List of account types

  2. For information on how to change the support portal language with Google Translate, click Language in the top-right corner.

  3. Sign in with your existing Cengage account or create a new account.

    You may already have a Cengage account if you used another Cengage product (MindTap, WebAssign, CNOWv2). If you already have a Cengage account, sign in to that account.

    Sign in with existing account:

    1. Click Sign In and enter your username and password.

    Create new Cengage account:

    1. Click Create Account.

      Personalized Support: Sign in to your Cengage Group account to view personalized resources or engage with Support Services, with Sign In and Create Account buttons.

    2. Enter your information and follow the instructions to create an account.

      Required information includes email address, first name, last name, birth year, institution, and time zone.

      Cengage will send you an email to verify your account.

    3. Go to your email and click the link to verify your account.

      If you don’t receive an email, click Resend Email. Make sure to check your spam folder.

      Confirmation page stating that Cengage has sent an email, with the options to Return to Login or Resend Email.

    4. Create a password and sign in.

      Passwords must contain at least 8 characters, a lowercase letter, an uppercase letter, a number, and no parts of your username.

    5. To provide a more customized support experience, select your region, persona, and affiliation using the dropdown menus. You can update this at any time in the My Profile menu.

      A user profile for a Non-Learner, Educator/Instructor/Teacher associated with a Language School in Latin America.

  4. Click Open a new support ticket.

    The support page says "How can we help you?" with a search field and Create a Case button.

  5. Select the Type of Problem that best describes why you’re contacting support. Click Next.

    Click Information for details about each type of problem.

    Types of problems include Accessing and Registering my Product, Account Management, Orders and Subscriptions, Product and System Support, and Refunds/Return.

  6. Fill out as much information as possible, including a subject and description of the issue. Click Next.

    Required information includes platform or service need, subject, description, and course.

  7. Review the case information and click Create Case.

  8. To add an attachment, such as a screenshot of your issue, go to the Related tab and click Upload Files.

    Related tab in the support portal with Upload Files button.

The support team will email you when there’s an update to your case. Sign in to Support Portal to view the update and send additional messages to the support team.