07/19/2025 05:55 PM GMT
Automated Process AskPearson Chatbot ➕
AskPearson Chatbot Hey there! I'm Pearson's Support Sidekick📚
Whether it's teaching or learning, I'm here to help you
get back on track!
AskPearson Chatbot I understand you might need some help with a technical
issue.
AskPearson Chatbot Are you...
Higher Education
K12
You Higher Education
07/19/2025 05:56 PM GMT
AskPearson Chatbot I'll just need to collect some information.
AskPearson Chatbot What is your email address?
You [Link]@[Link]
AskPearson Chatbot Please select your product.
Pearson+
MyLab & Mastering
Revel
Other
You Other
AskPearson Chatbot How can we help you?
Sign In Help
Account Issues
Access Codes
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eTextbook
You Access Codes
AskPearson Chatbot I'll just need to collect some information.
AskPearson Chatbot Please enter your first name
You Account issue
AskPearson Chatbot Please enter your last name
You Transfer to Agent
AskPearson Chatbot Sure! I can get you connected with one of our experts.
AskPearson Chatbot Give me a moment to connect you.
Automated Process AskPearson Chatbot ➖
07/19/2025 05:57 PM GMT
Automated Process Archee B ➕
Automated Process Hi Guest, my name is Archee. Please give me a moment
to review your issue.
You Hey there! I had a Pearson CertPrep account that now I
am unable to login in.
Archee B Thank you for waiting, while I review the details you
provided. For your reference, your case number is
52705320.
07/19/2025 05:58 PM GMT
Archee B Thank you for reaching us about your concern. I do
apologize if you encountered this issue. No worries since
you got me on the line, I will help you out. Let's work on
this together.
You It is redirecting me to a new website "
[Link]", but I can't sign is using my
CertPrep account.
07/19/2025 06:00 PM GMT
Archee B I see, thank you for providing those details. By the w just
to verify your account for me to check may I ask for your
first and last name please?
You Swapnil (First name) Goswami (last name)
07/19/2025 06:01 PM GMT
Archee B Thank you, how about your phone number and the
institution you are affiliated with?
07/19/2025 06:02 PM GMT
You There wasn't any affiliation as it the courses offered to us
were meant for PTE trainers, so the details were never
asked, neither there was a phone number linked,
however, there was a email address used for registration.
07/19/2025 06:04 PM GMT
Archee B I see. Now for me to check the error you have mentioned
, can you please provide me the URL as well as the
screenshot of the error page that is not allowing you to
log in?
You 1 min.
07/19/2025 06:05 PM GMT
You [Link]
spEntityID=[Link]
AuthN&goto=[Link]
continue/metaAlias/pearson/saml-idp-stdlogin?
secondVisitUrl%3D/auth/SSORedirect/metaAlias/pearson
/saml-idp-stdlogin?ReqID%253DONELOGIN_
376fea494475a964eb5cb07d0a0c986a36a73cee&
AMAuthCookie=#login/
Archee B Sure!
You Here's the url
You and here in the chat there isn't any option to share the
screenshot, but I can quote
You [Link]
spEntityID=[Link]
AuthN&goto=[Link]
continue/metaAlias/pearson/saml-idp-stdlogin?
secondVisitUrl%3D/auth/SSORedirect/metaAlias/pearson
/saml-idp-stdlogin?ReqID%253DONELOGIN_
376fea494475a964eb5cb07d0a0c986a36a73cee&
AMAuthCookie=#login/
07/19/2025 06:06 PM GMT
You quote the message that reads "unable to verify
username and password"
07/19/2025 06:07 PM GMT
You [Link]@[Link]
You this is the registered email
Archee B Alright, since I'll be needing to have a screenshot of the
specific error, I'll be sending you an email and kindly
attach the information needed to it.
Archee B One moment please.
You Sure!
07/19/2025 06:12 PM GMT
Archee B The email has been sent please reply to it.
07/19/2025 06:13 PM GMT
You Ok
07/19/2025 06:15 PM GMT
You Replied
07/19/2025 06:16 PM GMT
Archee B Please allow me 2-3 minutes to further check on that.
You Ok
07/19/2025 06:20 PM GMT
Archee B Thank you for patiently waiting, based on the error
message you have received and as validating the
information you have provided. You have to reach out to
Archee B [Link]
07/19/2025 06:21 PM GMT
Archee B This is a different log in issue, and I cannot verify the
email you have provided in our system.
You No issues,
07/19/2025 06:22 PM GMT
You Thank you for your prompt support and assistance in
guiding me through the process.
07/19/2025 06:23 PM GMT
Archee B Yes, no problem. Try reaching out the contact number or
chat support on that page for you to be assisted
accordingly.
Archee B Aside from this issue, would there be anything else I can
assist you?
07/19/2025 06:24 PM GMT
You Noted! Tx again.
Archee B It has been my pleasure assisting you today! I will be
closing the case for proper tracking purposes, after your
case is closed, you may receive a survey to rate your
experience. We appreciate your feedback. Thanks for
contacting Pearson. Have a great day.
07/19/2025 06:27 PM GMT
Automated Process [Link]
[Link]?invitationId=0KiaV000006wDEL&
surveyName=askpearson_post_chat_survey&UUID=
d3026935-530e-4f0d-bc5a-84d7e31468bc
Automated Process Archee B ➖
