Support

Frequently Asked Questions

For Students

Link in Blackboard/Canvas/Moodle not working? Check your pop-up blocker!

If the link from your school's website to the Soomo webtext isn’t working, it’s usually the pop-up blocker on your browser.  Here are some tips on turning your browser’s pop-up blocker off. Each browser works a little differently, find yours on the list below for instructions.  

Chrome  
Firefox  
Safari  
IE 11
IE 10
IE 9  
IE 7 and 8 

Uh oh, I forgot my password.  

Our robot is standing by, ready to help. Go to webtexts.com and click "Forgot your password?" and enter the email address you registered with. Follow the instructions in the email to retrieve your password.  If your school uses Blackboard, Canvas, or Moodle to access Soomo, just click the link on your course page - you won't need a password at all.

My login isn’t working but it used to!  

You know, sometimes browsers get choked up a little bit. Sign out to clear our session cookie and get logged in again.  If that doesn't help, double check the email you are logging in with  - sometimes folks register with one email and log in with a different one, which doesn't work so well.

How long before I hear back from y’all?

Our help desk is open from 9am to 9pm eastern time, Monday through Friday. We will do our best to get back to you within 24 hours, but normally we are much quicker than that. You can help us help you by providing your full name, the email address you registered with, and some good details about what you need. We’re serious about being helpful, so let’s do this!

Oh no! I clicked "save", but my work is gone!

That's a major bummer! We've heard of that happening when someone leaves their browser window open too long, or if the internet connection blips. Either one of these causes the browser to log out of your webtext while you were working. You can't really save anything if you aren't logged in. Make sure to click save often as you're working, and reload the page before resuming, if you've been gone a while.

I would like to change my password or email address.

No problem, just email support@soomolearning.com with the old and new email addresses, and we’ll take care of it for you! To change your password, go to webtexts.com and click "Forgot your password?", and enter the email address you registered with. Follow the instructions in the email to change your password.  If you access your webtext via your school's website, no password is needed at all - just click the link in your course and you will log in directly.

Can I send you a screen capture image of my problem?  

Absolutely, we love those! Here are a couple of articles that describe how to create the image. Then you can just email it to us: support@soomolearning.com with a bit of explanation.
Using Windows?
How ’bout a Mac?

My prof said click the link in Blackboard/Canvas/Moodle. Where is it?

Some schools put a link in the left navigation menu labeled “Webtext”, "My-E-Materials" or “Soomo.” If you don’t see it there, click on “Course Tools” and look for “Soomo Course Link.”  A new window should open with your course content inside. Also, please make sure your pop up blocker is turned off. Our page opens in a new window and your pop up blocker may suppress it.

What kind of computer do I need to do my homework?

We are good with all kinds of computers. We keep the requirements super basic. Either a Mac or PC, your choice. Linux users, you’re used to being on your own, so no change here! For browsers we like Safari, Firefox, Chrome, and IE 10 and 11.  If you find you are having weird things happen with IE, let us know (and consider using Chrome or Firefox - they behave much much better). 

Do I need any special browser plugins?

You are probably going to need a way to view Flash and open PDF documents. If the programs aren’t already installed on your computer, you can find them here:  Even better - use Chrome (which has everything you need built in)!
Flash
Adobe Reader

How much Internet do I need to use your site?

We understand that you may be studying in a coffee shop, so we have kept the bandwidth requirements as low as we can. Watching videos on dial-up is not great, so you will need a faster connection like DSL or cable. If you don’t know what dial-up is, odds are you’re good to go.  If you are using satellite or cellular hot spot internet, things might get weird, but you knew that already.  Reach out to support@soomolearning.com for some personalized service if you need us.

Hey, this assignment is broken!

Yikes, we hate that! Tell us which one and what’s wrong so we can get right on it. Send us a note at support@soomolearning.com.

I goofed my registration—can you help me fix it?

Absolutely. Wrong email address, wrong course, wrong book option—send us an email with the details and we will get things right, quickety quick.

How do I print /download this webtext?

Our webtexts are designed to be used online to take advantage of the best interactive features of the web. At this point, our webtexts are available in two formats - online and paper. We don't currently have a downloadable option or an app.

If a paper copy of the text makes more sense for you, look for the "Order a Print Book" link in the tools menu (look in the upper right corner). From there you can order a copy from our print-on-demand service. They cost $30 including shipping, and it delivers in approximately 6-10 business days. Please note that if you ask it to ship to a P.O. Box, we can't give you a tracking number, and it will probably take longer to reach you.

Debit okay?

Sure, as long as it has that little Visa or MasterCard logo in the bottom corner, we are solid. If the transaction won't go through, call the number on the back of your card and tell them you are trying to make a purchase with "Soomo" online.

It’s asking for my CVV number—what’s that?

Card Verification Value. Now you are the only person you know who knows what that stands for! It’s the three or four digit number on the back of the credit card. If you are rocking an Amex, it’s four digits on the front right.

How long does my subscription last?

Six months is our standard subscription length—plenty of time to get through the semester. Need more time? Just let us know. I am sure we can work something out!  Same goes if you dropped or failed a class and are retaking it.  Get in touch with support@soomolearning.com and they will get you going again.

I am retaking a class, do I have to pay again?

If you are retaking a class, we are happy to move your payment from last semester to this one for you. If your school uses Blackboard, Canvas, or Moodle, click the link in your school's portal and get to the Soomo payment screen. (That registers your account with our server.) After you have done that, email us at support@soomolearning.com to let us know and we will get your course unlocked for you.

How do you feel about refunds? I have a good excuse…

If you bought the wrong thing or dropped your course, I feel like giving your money back! We can’t refund paper textbooks however, so keep that in mind when you are feeling perky at checkout.

It says I need a passkey, where do I get one of those?

It depends on what school you attend. Most schools have passkeys available in their campus bookstore. If your school is using MBS Direct as their online bookstore, you can purchase your passkey at misdirect.net.  Strayer University students should use strayerbookstore.com to purchase passkeys.

I paid for a passkey, when do I get it?

If you bought your passkey at your campus bookstore, it probably came in an envelope. Open that thing up, and use the printed passkey code to complete your subscription.

If you bought the passkey from your school's online bookstore, they emailed the passkey to the email address you provided at checkout. The email may be in your spam folder, so be sure and check there. If you have not received your passkey within 24 hours, contact the bookstore to track it down.

How do I cite a page from a webtext?

Our webtexts don't have page numbers, so properly citing them in a research paper can be confusing. Instead of indicating the page number of the content you're referencing, simply include the page's URL in your footnote or endnote (Chicago). For works-cited pages (MLA) or reference lists (APA), no page URL is necessary. The examples below show the proper citation format for each of the major style guides.

CMS
1. Jocelyn Evans and Kristy Michaud, Central Ideas in American Government, 4th ed. (Asheville, NC: Soomo Learning, 2013), http://polisci.webtexts.com/courses/3827-ideas/traditional_book/chapters/774376-the-founding-and-constitution/pages/698354-1-the-constitution.

MLA
(Evans and Michaud) Evans, Jocelyn, and Kristy Michaud. Central Ideas in American Government. 4th ed. Asheville, NC: Soomo Learning, 2013. Web. 12 Sep. 2013.

APA
(Evans & Michaud, 2013) Evans, J., & Michaud, K. (2013). Central ideas in American Government (4th ed.). Asheville, NC: Soomo Learning. Retrieved from webtexts.com.

Don’t see what you’re looking for?

Drop us a note anytime at support@soomolearning.com.