Why am I being asked to pay?
Make sure you are logging in using the correct email address and follow the login method associated with your institutional subscription (e.g., 'Continue with Google' for SSO accounts).
For uni or institutional accounts, the sign-up process is a little different so if you're being asked to pay, just follow the steps below and you'll be good to go.
Log in to your existing Perlego account from a browser.
Go to your Settings.
Scroll down to the bottom of the page.
Select 'Delete Account'.
Check your inbox affiliated with the organisation providing your subscription for an email from them including a special registration link and code.
Follow the link in said email and sign up from there.
If you haven't received an email, message your advisor, librarian, or an admin and let them know. I'm sure they'll be glad to resend.
I logged in with the wrong email address
If you misspelt your email address or entered an email address for which you no longer have access to the inbox and can’t access your subscription, please reach out to your advisor, librarian, or an admin and let them know.
I signed in with an email address not associated with my organisation
If you signed in with a different email address that doesn’t belong to your organisation, you can refer to this article for instructions on updating your email address.
Also, ensure there are no errors in the email address you’ve entered, as inaccuracies could result in access issues.
I have received the message: "Email domain is not valid for this organisation"
If you see this message, it may mean that your organisation has a restricted domain setup, and the email address you’re entering is not accepted.
In this case, please ensure you’re entering the email address specified by your organisation. Alternatively, contact your administrator so they can raise a ticket with their subscription manager, allowing us to add this new email domain to the system.
I have received a message: "Code is invalid or has expired"
If you see this message, please reach out to your administrator, who can review the provided link. This usually occurs when the link has reached its maximum number of redemptions. Your administrator or IT team can assist with issuing a new link or increasing the number of available subscriptions associated with that link.
When I enter my credentials details, it redirects me back to the link page
If you’re being redirected back to the link page after entering your credentials, try the following troubleshooting steps:
Clear Cache and Cookies:
Open your browser settings.
Find the option for clearing browsing data (usually under “Privacy” or “History” settings).
Select Cache and Cookies to clear them, then restart your browser and try logging in again.
Use an Incognito/Private Window:
Open an incognito (or private) window in your browser.
Google Chrome:
Click the three dots (menu icon) in the upper-right corner of the browser.
Select New Incognito Window from the dropdown menu.
Mozilla Firefox:
Click the three horizontal lines (menu icon) in the upper-right corner of the browser.
Select New Private Window from the menu.
Microsoft Edge:
Click the three dots (menu icon) in the upper-right corner.
Choose New InPrivate Window from the dropdown menu.
Safari (Mac):
In the top menu bar, click File.
Select New Private Window from the dropdown.
Access the registration link in this private window and enter your credentials.
These steps should help bypass any cached issues that might be causing the redirection. If the problem persists, contact your administrator or Perlego support for further assistance.
Technical support 💙
For assistance, please consult your administrator or institution’s IT team. If it's urgent, they can connect you with their account manager, and someone from our Partnership Success Team will look into it.
Additionally, if you need any help or have any further questions, please email [email protected].