The following are our most frequently asked questions. If you do not see your question listed here, please contact us at email@example.com.
How do I retrieve my username?
Visit Forgot Username. Please be sure to use the information for the organization, practice or individual that placed the order.
How do I retrieve my password?
Visit Forgot Password. Please be sure to use the information for the organization, practice or individual that placed the order.
How do I assign a key?
Once logged in, navigate to the Orders by Product / Exam tab in the top navigation, click on the product / exam name that you want to provide access to and then click on the order. A new page will open and you will be taken to the Assign Access tab. From here, you can either manually enter in an email address for the individual you wish to assign access to or upload a CSV file. If entering manually, type the email address in the Email Address field and then click Assign Key. If uploading a CSV file, click Upload CSV File, navigate to the CSV file, click Open and your file will load.
Why am I unable to upload a CSV file?
A CSV file must include only one column of email addresses. There can be no header on the column and only one email address per field. Lastly, ensure that your list contains the same or fewer email addresses than you have access keys available. If you have done all of the above and the list will not load, send an email to firstname.lastname@example.org with the account you are logged in, the product / exam you are trying to assign access to and list you are trying to upload.
How do I unassign a key?
An access key can be unassigned from the Access Pending, Access Confirmed or Search Results tabs. Once you locate the access key you wish to unassign, you can either check the box next to the key and click the Unassign Key button above the list or you can click the Unassign Key button next to the access key and email address. After confirming that you wish to unassign access, the unassigned key will return to the Assign Access tab.
How do I send my users their access information?
Access information can be sent to a user from the Access Pending, Access Confirmed or Search Results tabs. Once you locate the user / access key you wish to send access information to, you can either check the box next to the key and click the Resend Notification button above the list or you can click the Resend Notification button next to the access key and email address. The access information will be sent.
Why am I unable to I see all the access keys that I have purchased?
The access key display is set to show the first 25 access keys. You can increase this number by using the drop down next to Page Size at the bottom of the table. Or you can use the arrows to navigate through the multiple pages.
How do I find information on an access key or user?
Within the order, you can use the Search by fields at the top of the page to locate information on an access key or user by entering in the information you have and clicking Search. You are able to search by the following items: order number, access key, email, first name and last name.
What if I do not see the product / exam that I recently purchased?
Please check to ensure that you are logged in as the organization or individual that placed the order. If you are, please refresh your screen. There is a 30 minute delay between the order being placed and the product showing on the Orders by Product / Exam page. If after 30 minutes, you still do not see the product / exam, send an email to email@example.com with the order number, account you are logged in with and the product / exam that is missing.
What instructions should I share with my users to access their product / exam?
Send them the following instructions with their key inserted in step 2 or you can use the Resend Notification feature (see How do I send my users their access information? above).
- Visit www.aao.org/access
- Enter your access key: Admin, please enter access key
- Log in with your AAO website username and password OR create an account if you do not have an account
- Click on the word "Access" displayed below the product or exam title or image
- (Include if the product is an eBook) Visit www.aao.org/ebooks for Academy eBook Access Instructions
How do I instruct my users to access an eBook?
After having them login and gain access to the eBook, share with them the Academy’s eBook Access Instructions.
What if I am told an access key is not valid?
If the system states that an access key is not valid, try again with the key. If it still does not work, send an email to firstname.lastname@example.org with the order number, account you are logged in with and the access key.
What if I am told an access key has expired?
If the system states that an access key has expired, you will need to place a new order to obtain a new access key.
How do I obtain information on my order so that I know how many access keys I have assigned, how many keys are still available and when my order will expire?
Once logged in, navigate to the Orders by Product / Exam tab in the top navigation and click on the product / exam name that you want information on. A table will open and you will be provided with the order number, expiration date, number of keys ordered, number of keys assigned and number of keys remaining.
How do I access the products / exams that I have been given access to?
Once logged in, click on the My Products / Exams tab in the top navigation and then click on the word Access displayed below the product or exam title or image.
How can I contact the Academy for additional assistance?
Email email@example.com or call Customer Service at +1-415-561-8558. Include in the body of your email:
- Member or customer number (if known)
- Access key
- The URL of the page you are on
- Browser version and computer platform
- A short description of the problem you are having
- Any error messages you are receiving