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Help and support
This page answers the most common queries from our users and provides details of system
requirements.
If you can't find the answer that you're looking for, please contact us.
Joining Oxford Owl
Q: Why join Oxford Owl?
A: Join Oxford Owl for School for free if you are a teacher to access teaching, learning and
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assessment resources, professional development videos, and our eBook library and class login.
To access more content you can subscribe to one of our Primary subscriptions.
Join Oxford Owl for Home for free if you are a parent in order to access the eBook library. You
can access other advice, support and educational activities and games without registering.
When you register for free, you select whether you are a parent or a teacher and this will give you
access to the resources right for you.
Q: How do I join Oxford Owl?
A: Simply click the Join us button in the top right corner of the screen, fill out your details and
click the confirm link in the email you receive. In a few countries, we are unable to provide instant
access to the Oxford Owl eBooks. In these countries, we ask users to fill out additional
registration details and access is granted on a case-by-case basis.
Q: I haven’t received my confirmation email. How can I complete
registration?
A: If the confirmation email has not arrived, this could be for the following reasons:
1. The email may be in your "Junk", "Spam" or "Trash" email folders. Please check these
folders and add [email protected] to your list of allowed email addresses so that future
emails from us are not blocked. If you still can't find our email, your Internet Service
Provider may be blocking it before it reaches your inbox. If this is happening, please email
support.
2. Your email address could have been incorrect when you registered. The simplest way to
check this is to attempt to register again. Your email will be checked after completing the
first page.
Q: When I try to register my account it says my email address is already
on the system. What can I do?
A: This message means that you or someone else who knows your email address has already
registered. You can reset your password by clicking on the log in button and then the ‘Problems
logging in?’ link. You can then submit your email address, and we will send a temporary
password to your email address. Then you'll be able to use this temporary password to log in
with your email address, set a new password of your choice and access Oxford Owl .
This message could also mean that you have previously registered as a parent and are now
trying to register as a teacher, or have previously registered as a teacher and are now trying to
register as a parent. If you would like to register for the part of the site that you are not already
registered for, you will need to use an alternative email address.
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Q: My school is subscribed to a subscription on Oxford Owl for School.
How do I access it?
A: If you are not the person who purchased your school’s subscription/s, you will need to speak
to your colleague who did - or to another colleague who already has access to the subscription/s
- and ask them to give you access to your new subscription/s in the Manage staff access area
on Oxford Owl for School.
Once they have added you:
If you are completely new to Oxford Owl for School , i.e if you have never joined Oxford Owl as a
free registered user and are not subscribed to any other subscriptions on Oxford Owl for School ,
you will receive an ‘Oxford Owl confirmation’ email. Click on the confirmation link in this email to
set up your Oxford Owl for School login and password.
If you are already registered on Oxford Owl for School as a free user, you will receive an email
giving you access to your school’s subscription/s. Click on the confirmation link in this email then
log in to Oxford Owl for School using your existing login and password.
If you are already subscribed to one of our other subscriptions, your colleague does not need to
add you to your new subscription/s in the Manage staff access area of Oxford Owl for School
as you will be able to access your new subscription straight away using your existing login and
password.
Q: What are the terms and conditions of Oxford Owl ?
A: To read the terms and conditions of Oxford Owl click here.
Logging in to Oxford Owl
Q: How do I log in to Oxford Owl?
A: You log in to Oxford Owl via the link at top right of the page on www.oxfordowl.co.uk, using
your registered email address and password. This log in route is the same whether you are
accessing the Home or School site. For School users, it is the same whether you are logging in
to access free content or your paid-for subscription-based online teaching resources.
Q: I have forgotten my password. What should I do?
A: Open the Log in box in the header bar and click on the Problems logging in link. Enter your
email address in the Reset password box and we will send you a new temporary password. You
will be able to change this to a more memorable one when you next log in.
Q: I asked for my password to be reset but haven't received an email
telling me my new temporary password.
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A: When you reset your password, your new temporary password will be emailed to you within
minutes. If it fails to arrive, this could be for the following reasons:
1. A "spam filter" could be blocking our Password Reset email. Please check for the email in
your "Junk", "Spam" or "Trash" email folders and add [email protected] to your list of
allowed email addresses so that future emails from us are not blocked. If you still can't find
our email, your ISP may be blocking it before it reaches your inbox. If this is happening,
please email support.
2. When you reset the password, did you enter your correct email address – i.e. the same
email address you gave us when you registered? If your email address has changed since
you registered and you no longer have access to your old email's inbox, you won't receive
our Password Reset email. If this is the case, please email support telling us your old email
address.
Q: I received a password reset email when I didn't ask for one.
A: Someone else who knows your email address may have registered for Oxford Owl using your
email address without telling you. You can either ignore it or ask us to delete the account by
emailing support. Please be reassured – even though a third party can register with your email,
they won't actually be able to log on without confirming their access by clicking on the link in the
email that only you can see.
Q: When I try to log in to Oxford Owl for school, it directs me to Oxford Owl
for home. What can I do?
A: If you are redirected to Oxford Owl for home when you log in, this means that you originally
registered as a parent. You will need to register again, with a different email, and select ‘teacher’
when you register. This will allow you to access the Oxford Owl for school site.
Q: I have received an error message saying my email address hasn't been
confirmed. What can I do?
A: New joiners are asked to enter a valid email address that is 'owned' by them. Before you can
access the site you need to confirm your registration by clicking on a link in an email we have
sent to you. This email will normally arrive within a few minutes of your registration. See I haven’t
received my confirmation email. How can I complete registration? for information on what to
do if you haven't received this email or wish to resend it.
Q: My email address and password do not work. What can I do?
A: If you can’t log in, this could be for the following reasons:
1. You are already logged in on more than five different browsers or devices. The system will
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only allow you to be logged in on five different devices, so you will need to log out of
another browser or device before opening another.
2. If you closed a browser before logging out, you will need to wait 15 minutes to log in again.
Alternatively you may reopen the closed browser and log out immediately.
3. It is possible that the details you entered were incorrect. The best way to resolve this is by
resetting your password. Please see the I have forgotten my password. What should I
do? question for instructions on how to do this.
Q: How many times can I log in to Oxford Owl at the same time using the
same login details?
A: It is possible for you to log in to Oxford Owl on five different devices or browsers at the same
time. If you can't, please email support.
Q: How do I delete my account completely?
A: If you want us to delete your account completely, please email support.
Q: I can log on, but it says my access hasn't yet been approved by OUP.
What can I do?
A: OUP sometimes needs time to check each user's requests for access – e.g. to confirm that you
are an existing OUP customer.
This process can sometimes take several days, so please be patient. You will always be notified
by email when your access has either been approved or denied. If you need a decision urgently,
please email support.
Technical support
Q: What are the system requirements for using Oxford Owl ?
A: Please visit our browser support page for more information.
Third Party Software and Plug-ins
Adobe Acrobat Reader software
Microsoft Word, PowerPoint and Excel version 97-2003 or later
Adobe Flash player
Screen Resolution
1024 x 768 minimum
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----------------------------------------------------------Chrome is a trademark of Google Inc.
Internet Explorer is a registered trademark of Microsoft Corporation in the United States and/or
other countries.
Mozilla and Firefox are registered trademarks of the Mozilla Foundation.
Safari is a trademark of Apple Inc., registered in the U.S. and other countries.
Q: What versions of browsers are supported for use with Oxford Owl?
A: Please visit our browser support page for more information.
Q: How do I find out which version of the browser I’m using?
A: If you are using Oxford Owl at school, your IT technician should be able to tell you what
browser versions are installed on your school network. If you want to check which browser you
are using yourself, you can find out by following the instructions below:
In Internet Explorer, go to the Settings menu and click on About Internet Explorer. A pop-up
window will open that will tell you which version of Internet Explorer you have installed.
In Mozilla Firefox, go to the Help menu and click on About Firefox. A pop-up window will
open that will tell you which version of Firefox you have installed.
In Google Chrome™, go to the Customise menu and click on About Google Chrome. You
will be taken to an About page that will tell you which version of Chrome you have installed.
In Safari, go to the Safari menu, and click on About Safari. A pop-up window will open that
will tell you which version of Safari you have installed.
Q: I’ve just gone to Oxford Owl and there is a message that says I’m using
an unsupported browser. What should I do?
A: If you have another browser supported for use with Oxford Owl installed on your machine, we
suggest you switch browsers as the quickest solution. See What versions of browsers are
supported for use with Oxford Owl?, above, for a list of supported browsers. If that isn’t
possible and you are using Oxford Owl at school, please contact your school’s IT technician,
who should be able to advise on whether it’s possible to update your browser or install a different
supported one on your machine.
If you are using your home computer and want to update your browser, see I am using my home
computer. Where can I get a new browser? below.
You can continue to use Oxford Owl in an unsupported browser, but please be aware that a large
part of the content will not work (particularly interactive content, audio and video) and that much
of the functionality may be slow or perform in unusual ways.
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Q: There is a message that says I’m using Oxford Owl in an unsupported
browser across the top of every page. How do I get rid of it?
A: We want you to have the best possible experience using Oxford Owl and, if you’re using it in
an unsupported browser, you will find that some of the content and functionality doesn’t work as it
should. To get rid of the message, please either update your browser to a supported version or
use another supported browser.
Q: I am using my home computer. Where can I get a new browser?
A: You can download our supported browsers at the following locations:
Google Chrome™ browser:
https://www.google.com/intl/en_uk/chrome/browser/
Internet Explorer browser:
http://windows.microsoft.com/en-US/internet-explorer/downloads/ie-9/worldwide-languages
Mozilla Firefox browser:
http://www.mozilla.org/en-US/firefox/new/
Safari browser:
http://www.apple.com/safari/
For help updating your browser, go to:
http://browsehappy.com/
Important: If you are using a school machine, you should not install a new browser or update to
a new version of the browser on your machine without checking with your IT technician first.
Q: I am using a supported browser and something doesn’t work. What do I
do now?
A: Please tell us about it! We’ve done extensive testing in all our supported browsers, but we
want to know if there’s anything we’ve missed so we can resolve any problems you may be
having in using Oxford Owl .
Tablet support
Q: What tablets are supported for use with Oxford Owl?
A: Oxford Owl is supported for use with:
iPad and iPad mini using iOS 6 or above.
Smartphones (e.g. iPhone, Galaxy S3) are not supported.
Q: What is the minimum screen resolution supported for use with Oxford
Owl?
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A: The screen resolution of the iPad and iPad mini (1024 x 768 pixels) is supported for use with
Oxford Owl .
Q: Are iPhones supported for use with Oxford Owl?
A: Unfortunately, iPhones are not supported for use with Oxford Owl . While it is possible to
browse the Oxford Owl site using an iPhone, the majority of the content available on the site has
not been optimized for the iPhone screen size.
EBooks
Q: Why can’t I access all stories in a book?
A: Some of our eBooks are collections of multiple stories. You will be able to access at least one
complete story within a collection.
Q: Why have some of the eBooks been replaced or removed from the
library?
A: As part of the update to Oxford Owl , we took the opportunity to update some of the books in
the eBook library so that our users could see some of the newer books we have on offer.
Unfortunately, this meant that we had to replace some of the books in the collection.
Q: The eBook I am using doesn’t seem to have audio, is there something
wrong?
A: There are a few books which have been included in the eBook library without audio. Alien
Adventures Companion Book 1 and Companion Book 2 don’t have an audio track. At present, it
isn’t possible for us to remove the audio controls on these individual books.
If you are having problems playing the audio on other eBooks please check:
1. whether the audio is turned down on your computer or tablet
2. if you are using Firefox on a laptop or computer, whether you have an up-to-date version of
Adobe Flash Player installed on your machine (Firefox uses a Flash plug-in to play audio).
Q: Why does the eBook screen load but not the eBook?
A: Please check your cookie settings because Oxford Owl requires cookies to be enabled to use
the eBook library. If you are unsure how to set the cookie setting on your school network or
computer, please contact your IT technician. If you are using your own computer, the guides
below can help you to enable cookies:
Internet Explorer - Help
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Google Chrome - Help
Mozilla Firefox - Help
Safari - Help
iPad - To set your iPad to allow cookies please click on Setting > Safari > Privacy > Accept
cookies
If you would like more information about how we use cookies then please visit our Cookies
Policy Page.
Can't find what you're looking for here?
Q: Where can I get more support?
A: If you haven’t found the answer that you’re looking for here, contact our support team by email
at [email protected] or call 01536 452960.
Don’t forget to tell us which part of the site you are trying to access: Oxford Owl for Home or
Oxford Owl for School . If you’re subscribed to something on Oxford Owl for School , make sure
you have as much information about your subscription to hand as possible, including your
reference number, where possible. The more information you can give us, the quicker we’ll be
able to resolve your query.
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