Troubleshooting for New Accounts

Introduction

When setting up your IngramSpark account, it’s important to understand the first steps, what to expect, and how to resolve common questions that arise when first setting up your book. This guide explains some of the things you may encounter and how to navigate them, as well as helping you understand the overall process.

Contents

Continue Account Set Up

What Happens After I Have Submitted My Information to Create An Account?

Additional Documentation / Information Required to Process Your Account Application.

Why Can't I Press Continue When Setting Up My Book

Finish Account Set Up

When you start setting up your account and leave before finishing, you are able to continue from where you left off. To do this login to your IngramSpark account, and you will receive a pop-up. Select 'Finish Account Setup'. You will be brought back to the last page you were on before leaving, so you do not have to fill out all the previous information again.

If you have started to create an account within the last 30 days and do not remember your password, do not try to create a new account. Our system stores your data for single use to ensure your information is not duplicated or used fraudulently on other accounts. In this instance, please raise a Forgotten Password request to reset your password. 

Please note you must complete your account application within 30 days, or it will be deleted.

What Happens After Submitting my Information to Create an Account?

Once you have finished your account setup, we need to verify the information. During this time, you will be able to log in to see your account and begin to navigate the different features. 

Please note that until your account is fully enabled, you will not be able to add any titles.

If we are processing your account, you will receive a pop-up to inform you that we are still processing your account:

Please note that the time frame to complete this process may take longer during periods of high volume. 

If you would like to contact us about your account set up, please use the support button on your account or submit a request.

Please select 'Account Setup' for Issue/Inquiry Type and Book Submission:

We will get back to you via email within 3 working days.

Additional Documentation / Information Required to Process Your Account Application

During the setup process, we may contact you to confirm information or request additional documentation in order to finalize the setup process.

Keep an eye on your email, including your spam/junk folder, during this time, as a delay in providing this information will affect the setup of your account.

Why Can't I Press Continue When Setting Up My Book?

When setting up your first book, there are a number of things to check to ensure your title is ready to be added to the system.

• Is your account fully set up?
• Have you provided all the required information to proceed to the next step?

If your account is not fully set up, you will not be able to continue until your account is finalized. If you receive the pop-up when you first log in, that means your account is still under review.

Please check your emails to see if we have contacted you for further information to process your account.

Once your account is fully set up, the continue button will turn Blue.

Summary

Please keep an eye on your emails linked to your verified email address, as we may contact you for further verification information.

You cannot set up a book on your account if your account is not finalized. 

Account processing may take longer than 3-5 business days during periods of high volume.