Help and Feedback page

This page answers the most common queries from our users and provides details of system requirements.

If you cannot resolve your query, please email support.

We always welcome feedback from our users. If you have any feedback you would like to pass on please leave feedback.

Big Writing Adventures Logo For help and support with Big Writing Adventures, please visit the Big Writing Adventures Help page.

Frequently Asked Questions

Joining Oxford Owl

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. Please check for the email in your "Junk", "Spam" or "Trash" email folders and add no-reply@oup.com to your list of allowed email addresses, so future emails from us are not blocked. If you still can't find our email it might be being blocked before reaching your inbox by your Internet Service Provider. 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: I have requested access to Oxford Owl eBooks and submitted my school details, but I haven’t heard from OUP. Is there a problem?

A: There have been a high volume of requests for access to the Oxford Owl eBooks. Our team is working through the requests as quickly as possible, based on the information submitted in the form. You will receive an email to inform you if you have been granted access.

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 some one else who knows your email address has already registered. Click on the Password help link and submit your email address to send a temporary password to your email address. Then you'll be able to log in with your email address, choose a new password and access Oxford Owl.

Creating a class login

Q: How do I set up a login for my whole class to use to access Oxford Owl eBooks?

A: To create a class login you need to join Oxford Owl and indicate you are a teacher when registering with us. To do this, ensure you select the Teacher radio button on the second screen of the Join us process.
When you log in to Oxford Owl, you will be directed to Oxford Owl for school. Enter the Oxford Owl eBook collection and select the Create class login button. Complete the class name and password fields and press theCreate class login button. You will be emailed your class login.
If you forget any class logins you set up, click on the Create class login button and you will see the class usernames and passwords you have created.

Q: I can’t find a Create class login button on the Oxford Owl eBook collection screen. Why is this?

A: Users who have registered as teachers have access to this functionality once they log in to Oxford Owl. If you registered as a parent, this button won’t be available. To register as a teacher either:

  1. Join us using an alternative email address and select Teacher on the second screen.
  2. Email support to update your user details from ‘parent’ to ‘teacher’.

Q: I can’t remember my class login details. How do I find them?

A: If you are a pupil, please ask your teacher for your class login details.
If you are a teacher, please log in using your email address and password. Go to the Oxford Owl eBook collection page and click on the Create class login button. You will see the class usernames and passwords you have created in the screen that opens.

Q: How many class logins can I create?

A:You can create up to five class logins.

Q: How many pupils can use the class login at the same time?

A:You can log in using a class username and password on up to 50 devices or browsers at the same time.

Q: Why can’t I see the My class login button?

A: The My class login button is only available if you aren’t already logged in. If your pupils are using individual tablets or computers to log in, they will be able to see the button.

Q: How simple can my class username and password be?

A: Class usernames and passwords should have at least four characters. If you have used a mixture of capitals and lowercase letters, it doesn't matter if your class matches them when they log in. The class login box is not case sensitive.

Managing staff access

Q: My school has bought a subscription for Big Writing Adventures. How do I get access to it?

A: The person who bought the Big Writing Adventures subscription was asked to provide a contact email address when they ordered the subscription. This email address will be used for all communication about the subscription.

If you are the owner of this email address, you will receive a ‘Welcome to your subscription’ email. If you are already a member of Oxford Owl who uses this email to log in, all you need to do is log in at the Oxford Owl home page with this email address and your Oxford Owl password and you will be able to access Big Writing Adventures via the Oxford Owl for school dashboard.

If you are not already a member of Oxford Owl, you will also receive a confirmation email welcoming you to Oxford Owl. Click on the confirm link in the email to complete your registration to Oxford Owl. On clicking Complete in your profile, you will be taken to the Oxford Owl for school dashboard where you can access Big Writing Adventures.

If you are not the owner of the contact email address, please ask the owner of this email to give you access to Big Writing Adventures in the Manage staff access area (see next question).

Q: My school has bought a subscription to Big Writing Adventures and I want to give access to other members of staff in my school. What should I do?

A: The person who bought the Big Writing Adventures subscription was asked to provide a contact email address when they ordered the subscription. Once this contact has completed their registration on Oxford Owl, they can give other staff members access to the subscription on the Manage staff access page.

To go to the Manage staff access page, log in to Oxford Owl. Open the menu under your name in the top menu bar. Click on Manage staff access.

To give access to other staff members, either:

  • Use the ‘Add staff list’ feature to download a .csv file that you can fill out, save and upload to add all staff members in one go; or
  • Add staff members individually by typing their first name, second name and email into the fields provided and clicking Submit.

They will receive a confirmation email welcoming them to Oxford Owl. They should click on the Confirmlink in the email to complete their registration. On clicking Complete they will be taken to the Oxford Owl for school dashboard where they can access Big Writing Adventures.

Q: Do I need to be an administrator to give other staff members access to Big Writing Adventures?

A: No. Once teachers have access to a subscription product on Oxford Owl, they have the ability to add other members of staff to that subscription. To give access to other members of staff, go to the Manage staff access page. To go to the Manage staff access page and log in to Oxford Owl and go to Big Writing Adventures. Open the menu under your name in the top menu bar. Click on Manage staff access.

Q: I have given access to Big Writing Adventures to a colleague, but they haven’t received a confirmation email. What should I do?

A: When you give access to a colleague the confirmation email will be emailed to them in minutes. If it fails to arrive this could be for the following reasons:

  1. It is possible that the confirmation email was sent to a ''Spam folder'' by their ISP. Ask them to check their ''Spam'', ''Junk'' or ''Trash'' email folders for the confirmation email.
  2. It is possible that the email was deleted in error, or sent to the wrong email address. You can resend the ‘Oxford Owl confirmation email’ to your colleague. To do this:
    • Go to the Manage staff access page.
    • Scroll down to the staff list and click View/edit details alongside their name.
    • Check that the correct email has been included in their profile.
    • Click the Resend button.
    Your colleague will then need to click on the Confirm link in their confirmation email and complete their Oxford Owl registration before being directed to the Oxford Owl for school dashboard and accessing Big Writing Adventures.

Q: How do I remove access to a product for colleagues who are leaving my school?

A: Any staff member who has access to a subscription product on Oxford Owl can remove a user from their school’s subscription. To do this:

  1. Go to the Manage staff access page.
  2. Scroll down to the staff list and click View/edit details alongside their name.
  3. Click the Remove user button under the staff member’s profile details.

This staff member will no longer be able to access the subscription products the school has purchased, but they will still be able to log in to Oxford Owl to see the free content that is available there.

Please note: If a staff member has been teaching with Big Writing Adventures, all annotations and changes made to Big Writing Adventures missions will be lost when that user is removed from the school account.

Q: I received an Oxford Owl confirmation email when I didn't ask for one. What should I do?

A: Oxford Owl has recently been updated to include a user management area that allows schools to give access to staff members so they can use new subscription products such as Big Writing Adventures. It is possible that one of your colleagues has added you to the school’s account. To complete the registration, click on the Confirm button, complete your profile details and select Complete. You will then have access to the products your school has purchased. If you have received this email in genuine error, please email support.

Logging in to Oxford Owl

Q: I have forgotten my password. What should I do?

A: Click on the Password help link in the login box, enter your email address and we will send you a new password. You will be able to change your password to a more memorable one, when you log in.

Q: I asked for my password to be reset but haven't received an email telling me my new temporary password.

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. Is a "spam filter" blocking our Password Reset email? Please check for the email in your "Junk", "Spam" or "Trash" email folders and add do_not_reply@oup.com to your list of allowed email addresses so future emails from us are not blocked. If you still can't find our email it might be being blocked before reaching your in-box by your ISP. 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 let us know by emailing us at owlsupport@oup.com telling us your old email address.

Q: When I try to login 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 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 re-open the closed browser and log out immediately.
  3. It is possible that the details you have entered could be wrong. 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 now possible for you to log in to five different devices or browsers at the same time. If you can't, please email us at owlsupport@oup.com.

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: 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.

Browser support

Q: What versions of browsers are supported for use with Oxford Owl?

A: Oxford Owl is supported for use with:
Internet Explorer – Version 9–11
Mozilla Firefox – Version 21.0–28.0
Safari – Version 5.1–7.0
Google Chrome™ – Version 31.0–33.0

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.

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 9 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:
Tablets using Android version 4.1 or above with a screen resolution of 1280 x 768 pixels or higher (for example, a Nexus 7)
Users of Android tablets are advised to use Google Chrome to browse the Oxford Owl site.
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?

A: The screen resolution of the iPad and iPad mini (1024 x 768 pixels) is supported for use with Oxford Owl.
Android tablets with a screen resolution of 1280 x 768 pixels or higher are 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 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 our users could see some of the newer books we have on offer. Unfortunately, that 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

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.

System requirements

Browsers

Internet Explorer – Version 9–11

Mozilla Firefox – Version 21.0–28.0

Safari – Version 5.1–7.0

Google Chrome™ – Version 31.0–33.0

Operating Systems

Compatible with Microsoft Windows XP service pack 3, Windows Vista, Windows 7 and Windows 8 operating systems

Compatible with Apple OS X 10.4, 10.5, 10.6, 10.7 and 10.8

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

Supported Devices

  • iPad using iOS 6.1 or higher – via Safari
  • Android™ tablets using Jelly bean 4.1 or higher – via Google Chrome™
  • Whiteboards

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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.

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