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Frequently Asked Questions
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Can I enroll my child or grandchild?
Yes you can register your child or grandchild online! Follow these steps:
1. Go to www.imaginationlibrary.com
2. Choose your country and settings
3. Then choose “First Time Users”
4. Accept the terms and follows the on screen steps
*Note: If the system tells you that the affiliate in your area does not accept online registrations, click the information tab for that affiliate and contact them. They will then help you register your child for you manually.
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How long is the system closed for each monthly process?
Normally the book order system is only down 24-48 hours for each monthly process unless the 10th of the month is on a weekend day; this could cause the system to be shut down a little longer.
*If there are critical system updates needed, these updates will be performed mostly during the monthly process downtime and could cause the system to be closed a little longer.
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My child is moving, how can we submit a change of address so he can continue to receive books?
If you have not been given a username and password combination, this means your community does not have a login area for parents and guardians at this time. So, to change the address that your child’s books are mailed to, please contact your local affiliate.
If you do not know your local affiliates contact information, follow these steps:
Go to www.imaginationlibrary.com
Choose your country & settings and click GO
Then choose Returning Visitor
On the menu of this page choose About Us
From here you will see on the lower left of the page affiliates
Click here to find your affiliate
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My child’s book this month, was delivered torn, what do I do?
You will need to contact your local affiliate for this. If you do not have their contact information, you can find it by following these steps:
Go to www.imaginationlibrary.com
Choose your country & settings and click GO
Then choose Returning Visitor
On the menu of this page choose About Us
From here you will see on the lower left of the page affiliates
Click here to find your affiliate
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Can I enroll just the children in my Head Start program?
No, this is not possible. The program must be for all children in a given geographic area.
In addition all children under 5 must be eligible. The program cannot be provided just to 3 and 4-year-old children.However a community may begin with just the new borns in the first year and then add the new borns in succeeding years. After 5 years, all of the children under 5 will then be enrolled.
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Who is the affiliate for Rutherford County, TN?
To find an affiliate for a particular area, follow these steps:
1. Go to www.imaginationlibrary.com
2. Choose your country and settings
3. Choose “First Time Users”
4. On the upper portion of the page you will see “Find Your Affiliate”
5. Here you enter your postal/zip code to find your results
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How do I delete my temporary files or cache?
The Temporary Internet Files (or cache) folder contains Web page content that is stored on your hard disk for quick viewing. This cache permits Internet Explorer or MSN Explorer to download only the content that has changed since you last viewed a Web page, instead of downloading all the content for a page every time it is displayed. To delete the files in the Temporary Internet Files folder, follow these steps:.
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Quit Internet Explorer and quit any instances of Windows Explorer.
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Click Start, click Control Panel, and then double-click Internet Options.
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On the General tab, click Delete Files under Temporary Internet Files.
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In the Delete Files dialog box, click to select the Delete all offline content check box , and then click OK.
5.
Click OK.
Read more at Microsoft
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How to enroll a child from my book order system?
To enroll a child please :- Login
- Go to "Children" which is an option under your main control panel menu located on the top left of your page once you have logged in.
- There you will see "Add Child"
- Choose "ADD CHILD" and follow the steps within the wizard
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I can't see where to edit my information..
If you are an affiliate trying to add a child to the system or trying to edit your affiliate information, simply go to http://www.imaginationlibrary.com/ and login at the bottom of the main page where it says "Affiliate Login".
*Note: After entering your login information, you MUST choose your country.
If you are a parent or legal guardian, you will go to http://www.imaginationlibrary.com/ , then choose your country settings. Once there, you will see a parent/guardian login tab in the upper right corner of each page.
*Note: According to your country, this feature may not yet be available.
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How can I see a total of my book counts?
Under the tab "reports" I have played with the book count option and have not been successful in creating any numbers.
When logged in, please go to:
1. Reports
2. Book Counts
3. Choose a specific period
4. Click Results
From here, you will see a graphic chart showing your requested report as well as a button that allows you to download this report to your computer.
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Is there a way to download the entire database into Excel?
Yes, follow these steps:
1. Login as Coordinator or Data Clerk
2. From the Reports Menu, choose Child Lists and click GO
3. Once the file has been created, you will see “File Generation Complete”
4. Below this, click the blue link “Download it, click here”
5. You will then be asked to Open or Save. You should click SAVE.
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How do I change an address for a child’s record?
For Affiliates:
1. Login as Coordinator/Data Clerk
2. Mouse-over your main menu option called Coordinator/Data Clerk
3. From the dropdown menu, you will mouse over Children
4. When you mouse-over Children, you will see 3 options
5. Choose Search/Edit
6. From here, you simply need to search for the child by name or email and click GO
7. Then after you see the child you need to edit, click the green EDIT button.
*Note: When searching for a child or children, you do not need to enter their enter name to get respectable search results. For example, if you want to search for a child with the last name starting with the letter “T”, then simply enter that letter and click GO. Your results will show all children with the last name beginning with the letter “T”.
For Parents & Guardians:
1. Go to www.imaginationlibrary.com
2. Click on your country
3. Choose your settings and click GO
4. From the next page you will see a button in the upper left corner labeled Parent/Guardian Login
5. Click this button, login with your login information and make any necessary changes
*Note: If you do not have a username and password, then this feature is not yet available in your area.
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I have forgotten my password, how can I recover it?
Your password is encrypted for security reasons and therefore cannot be emailed to you. If you have forgotten your password, you will simply need to go to your login area of you respective country and click Forgot Password.
The system will then send a new temporary password to the email address on file for your account. Upon first login with this new password, you will be prompted to change your password.
*Note: If you do not have access to the email account on file for you, then you must contact your area administrator to have them help you with this information. The system can ONLY send password recovery items to the email address on file for you.
If you are an affiliate with multiple email accounts and multiple usernames (which we do not recommend), then you will need to know which account the password recovery is sending to.
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How do I add Associates?
1. You must be logged to the Book Order System as Coordinator
2. Then from your menu choose Associates/Add
3. Enter the information for your new Associate
4. Click Save & Exit
5. Your new Associate will get a welcome email from the system to let them know they have been added.
*Note: Your members MUST add support@imaginationlibrary.com as a “Safe Sender” in their email software. We do not provide support for this so if they are not sure how to add us to this list, they will need to contact their IT team.
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I am having errors with editing children, what can I do?
When I change an address for a child, and click Save & Exit, it tells me I have an error and cannot save because I have more than one character in the last name or zip code (which means I have a hyphened name or zip code).
What can I do to get past this?
*Answer: If you do receive this error message, you must remove the "HYPHEN" as they are no longer allowed in this area.
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How do I change the name of coordinator associated with our database?
You should never change the name of a Coordinator. If you have a new Coordinator, you must delete your old one and add a new one.
1. To do this simply login to the Book Order System
2. Go to Coordinator/ Search edit
3. Find the Coordinator that needs to be removed, click EDIT and then DELETE
4. Now, once this is done, go to Coordinator/Add and follow the steps
5. Upon successful addition of the new Coordinator, the system will send a welcome email to them with their login information.
*Note: Your members MUST add support@imaginationlibrary.com as a “Safe Sender” in their email software. We do not provide support for this so if they are not sure how to add us to this list, they will need to contact their IT team.
If you need to change the Main Coordinator (person in charge) for your affiliate, you will need to contact your area’s administrator.
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How can I set it up so that our agency gets our billing invoices via email?
To have this option changed from regular mail to email, please contact your area administrator. This change will only take a few seconds and is encouraged as it saves paper!
*Note: Your Bill-To email address MUST add support@imaginationlibrary.com as a “Safe Sender” in your email software. We do not provide support for this so if you are not sure how to add us to this list, you will need to contact your IT team.
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My Coordinator information is incorrect, how can I correct it?
1. Login to the Book Order System
2. On the left side of the page there is an icon that says Edit Profile
3. Click this button and edit the information as needed.
Note: Once you have made your edits, the system will not allow you to edit this same information again until the administrator has logged in to verify and approve the first changes.
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I enrolled my child approximately 2 months ago, how long before the books arrive?
More than likely this is simply a function of the registration date. The books are ordered on the 9th of each month for delivery the last week of the following month.
For example, if your local affiliate registered you on March 8, you will receive your first book the last week of April. However if you were enrolled after March 9, say on March 12, you would roll over to the April 9 order for delivery the last week of May.
In other words it may take up to 8-9 weeks before you receive your first book. After that time, the books will arrive each month. You can check your registration information with your local affiliate.
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I manage multiple accounts but since the systems upgrade I can't access all of them.
The new system allows for multiple accounts to be combined into active “Groups”. These groups have automatically been created for you. This will allow you to login with one single username, choose the area you need to access and begin editing. This new grouping system will allow you to easily switch back and forth from one affiliate area to the other and so on.
If you are having trouble accessing your grouped accounts, please click the GREEN LIVE SUPPORT button within your login area or book order system to talk with a live support operator immediately.
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Where do I go to edit children in my database?
1. Login to your control panel
2. Go to main menu in the top left of your browser (Coordinator or Data Clerk)
3. Mouse-over Children then choose Search/Edit
4. From here, find the child in question then choose the green EDIT button to edit this child.
5. Once done, click Save & Exit
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Can I edit my Affiliate information?
As a Coordinator, you may edit portions of your Affiliate information such as contact information and return address information.
1. Simply login to your control panel
2. From your Coordinator main menu choose Affiliates
3. Here you may edit your affiliate information
*Note: Once you have made changes in this area, you may not edit further until the system administrator has reviewed and approved these changes.
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After adding a child, I can not find it in my database
From your Coordinator/Data Clerk Menu:
1. Choose Children
2. Search/Edit
3. Enter that requested information
4. Search
5. Your child will appear on this list
Note: Once a child has been added, the system will automatically add the child in alphabetical order. So according to the first letter of the child’s last name, he/she may appear anywhere on your list of children.
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When a child reaches age 5, does the system automatically delete the child?
The system does remove the child from the book order process however we do keep general information about the child for reporting purposes.
Note: Graduated children will appear in your database download file and this can cause some confusion. The simple thing to remember is that the monthly process always runs a month in advance.
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