My customer never received the Welcome email with log-in information and instructions to set his/her password. What should I do?

Customers should first check their spam folders, as the Welcome email sometimes gets stuck in the spam filter.

If the email is not there, sales reps can re-send the Welcome email by clicking Resend Email on the organization's account details page. Customers can then log in by going to educator.scholasticlearningzone.com, selecting their country, and entering their Org ID. They should now be on their school’s log-in page that displays their school name. They should bookmark/favorite this page for future use so they don’t have to select their country and enter their Org ID every time. Below the log-in box, there is a link that says “Forgot username or password?” Customers should click this link and follow the instructions to reset their password.

If for some reason they don’t receive the reset password email (again, have them check spam), the sales rep can access their account via SLZ CustServ and manually set the password for them by going to Manage Users>Edit Existing User and do a search/edit password for that particular user.

Alternatively, the sales rep can walk through these steps him/herself, change the customer's password in SLZ CustServ, and send the customer one email with the bookmarked link, his/her username, and the new password you created for him/her.