Systems Upgrade

As part of Pearson’s commitment to provide you with the best possible service, we are making improvements to our internal systems.  

We are determined to make these changes as smooth as possible, and to help you prepare, we are providing a summary of the upcoming changes:

Delayed order fulfillment

Due to this transition, there will be a delay in order fulfillment. From March 22 through March 29, orders  will be temporarily held as we complete final activities. We apologize for any inconvenience this may cause. We encourage all customers to make any needed purchases prior to March 22 to ensure prompt processing and shipment before the upgrade begins.  Normal order processing is anticipated to resume after April 1.

Business system key changes

1. Account numbers - You'll be assigned a new Pearson account number. This number will be available once the system upgrade is complete and will appear on the documents you receive from Pearson, such as your invoice.

2. Sales Order Acknowledgement for all orders - We'll be providing you with a Sales Order Acknowledgment document each time an order is placed, whether it be online, phone, fax and email. This will be sent via email only and will confirm each product within your order.

3. New document format and design - We’ll be making the documents you receive from Pearson clearer and easier to read with an updated format and design.

Frequently Asked Questions

Why are you doing a system upgrade?
By upgrading our technology, we'll be able to serve you more effectively and efficiently.


Why is my account number changing? Where can I find my new account number?
The new account number is a result of our system upgrade and will be available once the upgrade is complete. You'll be able to find your new account number on the documents you receive from Pearson in early April. This will not impact your digital product account numbers (e.g., Q-global®, Q-interactive®, aimswebPlus, etc.).

 

Will I be able to continue ordering using my old Pearson account number?
If you phone, email or fax your order, our Customer Care team will be able to look up your previous Pearson account number.
Your new account number will be available once the system upgrade is complete. You will be able to find this number on your Pearson invoice or by contacting our Customer Service team. We encourage you to update your records with the new account number once available
.

 

Will this change impact my Q-global, Q-interactive or aimsweb Customer ID?
No, this will not impact your digital product account numbers (e.g., Q-global®, Q-interactive®, aimswebPlus, etc.).

 

Will the systems upgrade impact product platforms (e.g. aimsweb, Q-interactive, Q-global, Review360, and Q-Local)?
The systems upgrade will not impact the usage of these product delivery platforms. However, you will not be able to add newly purchased digital assessments to the platforms until the March 22-29 order fulfillment delay ends. Normal order processing is anticipated to resume after April 1st.

 

Will I have to do anything with the new Sales Order Acknowledgement?
No, this is simply an email confirmation that your order has been received. You will now receive a Sales Order Acknowledgement for each order you place, whether it be by web, phone, email or fax.

 

Will I still be able to contact Customer Service if I need assistance?
Yes, our support teams are available to assist you with placing an order or with any queries you may have.

Help & Support

Please contact us for more information:

Online form

Phone:  1-888-335-8418

Email:  cs.canada@pearson.com

See How to Order page