User Support

What If I forget my username or password?

Eli has a password recovery option that can help you.  You can go directly to the Account Recovery screen or click “Problems signing in?” link on the Eli login screen.  From there, you can enter either your username or your email address.  If you choose username, you’ll be asked to answer the secret question you selected when you created your account. If you choose email address, an email will be sent to you containing a link that will allow you to enter a new password.

If you’re still having trouble, instructors can look up student usernames on their course roster, or you can contact Eli support at support@elireview.com.

Why does Eli tell me I need to be a subscriber before I can participate in a class?

Instructors can create and manage Eli courses for free, but students must have a paid Eli subscription in order to participate in classes.  Subscriptions can be purchased via PayPal in the Account Settings page and subscriptions can be purchased in select university bookstores through our partner, Bedford St. Martin’s.

Purchasing an Eli subscription gives you access, as a student, to participate in the writing, review, and revision activities in your courses. Instructors do not need an Eli subscription to facilitate a class.

How do I become a subscriber?

Subscribing is easy – once you have an Eli account, go to the Account Settings page where you will see a “Buy Now” option.  This will take you to PayPal where you can buy your subscription a number of ways:

• have funds deducted directly from your bank account (requires a PayPal account)
• pay with a credit card
• pay with an e-check

Payments using the first two methods will give you an instant subscription in Eli; payment with an e-check can take 7-9 days for PayPal to process, but you’ll be given a temporary Eli subscription that will let you participate in courses while your payment is processed.

Is there any way to pay besides PayPal?

It is possible, in select campus bookstores, to purchase a pre-paid subscription card sold by our partners at Bedford St. Martin’s.

How will I know if my payment is successful?

There are five ways to be sure that you successfully purchased an Eli subscription:

• PayPal will tell you “You just made a payment to Drawbridge, LLC” (Eli’s parent company)
• You will receive a confirmation email from PayPal with the subject line “Your payment to Drawbridge, LLC”
• Your bank will show a record of the transaction
• When you go to the Account Settings page in Eli you will see the start and end dates of your subscription
• You will no longer see warnings on the dashboard telling you that you must have a subscription to participate in courses

Why won’t Eli accept my payment?

Eli does not directly handle money – PayPal does all payment processing for Eli.  If PayPal declined your credit card or if your account has insufficient funds, you will need to contact your bank.

Why does Eli tell me I have a temporary subscription?

If Eli tells you that you have a “temporary subscription” this is likely in response to a payment with an e-check; Eli will grant you temporary access to all of your courses while your e-check is processed so that you can pay with this method but still participate in your courses while it is processed (it can take 7-9 days for an e-check to clear and a full subscription to be granted).

I bought a subscription and my bank shows a payment but Eli says I still need to buy one.  What gives?

In some rare cases, particularly when PayPal’s servers are slow, PayPal will lose its connection with Eli and not communicate that your payment was successful.  If this happens, please contact support@elireview.com and provide as much detail as possible.  It would be most helpful to forward your PayPal receipt, but that isn’t required.

I have homework due tomorrow but PayPal won’t process my payment.  What do I do?

Contact support@elireview.com, describe your problem as thoroughly as possible, and we’ll do everything we can to help.