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Can I have more than 1 email account set up? As I am off for a month or 2 during the summer this way I can keep up on the news and can acess the system from home?
 Your Affiliate and Coordinator fields will only allow a single email. If you would like to recieve email updates or newsletters to an additional address, please: - Login - Choose Associate from your main menu (top left) - Add yourself or any other name you would like as an Associate. * You may add up to 5 Associates
Excel Spreadsheet Transfers
 Please be aware that some fields have been added for additional information however, the format should still work as always. If you have problems with your Excel Spreadsheet format please email support@sdwebpros.com with a sample of your old spreadsheet as well as the most recent download.
Greetings from ManchesterI love the new look of the input screen but I cannot find a way how to download the kids' data, so I can sort it by city and other criteria.
 The answer to you question can already be found in the HELP system. Click here to go directly to the answer to your question. * For future reference, try using the HELP module to search for your nswer.  The answer to the quesation above can be found simply by typing the word "EXCEL" in any search field of the help section.    
Greetings from ManchesterI love the new look of the input screen but I cannot find a way how to download the kids' data, so I can sort it by city and other criteria.
 The answer to you question can already be found in the HELP system. Click here to go directly to the answer to your question. * For future reference, try using the HELP module to search for your nswer.  The answer to the quesation above can be found simply by typing the word "EXCEL" in any search field of the help section.    
How can I generate an annual report for on a monthly basis with a year end figure.
 Reporting features can be found in your control panel under "REPORTS" The current system status allows you to view reports for such things as book counts for the month and even a summary of your total child count. You may also (from the REPORTS menu) download a complete Excel Spreadsheet of your children for a hardcopy of your records.  
How do I re-add a child that had been deleted without having them receive the Little Engine Book again? I would like them to receive the book that they would have normally received before they were deleted.
 No child should have been deleted from your system by the upgrade. If you have a missing child please go directly to LIVE SUPPORT from your login page and an operator will assist you
I can search for a child but when I hit edit the second pop-up box comes up but I cannot add any children.
 When in "Children" - Click EDIT to edit the data. A new window will open and after a few seocnds will give you all of the fields to edit. Once complete click SAVE. - Click the red ADD CHILD button to add children.
I cannot find a list of the monthly books.
 Please login to your control panel - Click REPORTS - Choose BOOK COUNTS - Then choose the appropriate date
I have always logged in using the coordinators login and password. I have set myself up as a data clerk, but I don't know how to log in as myself. Where do I set up my own login & password?
 - You must be logged in as a Coordinator to edit, delete or add a Data Clerk. - If you need to change your username you should contact your Coordinator - The Coordinaotr will need to delete your account and re-add you as a new Data Clerk
I manage multiple Affiliate Accounts and I am having login issues
 The New System requires that you have a seperate login for each account. Please contact "Support" via your login page to resolve this issue. Click here to Access your Login Area

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Frequently Asked Questions
Dolly Partons Imagination Library's Support Team
 Welcome to Dolly Parton's Live Support Team. We do encourage you to use the "Submit a Question" option before using Live Support.
I manage multiple Affiliate Accounts and I am having login issues
 The New System requires that you have a seperate login for each account. Please contact "Support" via your login page to resolve this issue. Click here to Access your Login Area
Forgotten Password?
 Password Reset If you have forgotten your password: - please visit your login page at https://orders.imaginationlibrary.com - and choose "FORGOT PASSWORD" located under the Username & Password fields - Enter your username and email and your password will be sent to you. Click here to be directed to Login Page
Change Password
 Changing your password often is not only very important it is required by the new book order system. You will be notified when it is time to create a new password for your login area.
My password or username has changed since last month. How can I get in?
 Please be VERY AWARE that due to security measures, your login information must be reset every 30 days. If you fail to reset your login information, the system will automatically lock you out.
My password or username has changed since last month. How can I get in?
 Please be VERY AWARE that due to security measures, your login information must be reset every 30 days. If you fail to reset your login information, the system will automatically lock you out.
When I logged on and went to the affiliate information. I changed what needed to be changed and then went to exit. It then popped up and said the zipcode had to be 5 numbers. What do I do to continue?
 Please update the information requested. The new system restricts zip codes in some areas to 5 digits. This will allow for a better flow of information.
Seven children are still in the system that had birthdays in 2000. The new system recorded their birthdays as 2001. What should I do?
 - First, please check your children and ensure your database, birthdays and counts are up to date and accurate - Second, PLEASE CONTACT LIVE SUPPORT WITH SPECIFIC EXAMPLES OF CHILDREN WHOSE BIRTHDAYS MAY BE DIFFERENT.
How to enroll a child from you control panel
 How to enroll a child from you control panel
Excel Spreadsheet Transfers
 Please be aware that some fields have been added for additional information however, the format should still work as always. If you have problems with your Excel Spreadsheet format please email support@sdwebpros.com with a sample of your old spreadsheet as well as the most recent download.
Where do I find a number total of children in the database?
 When logged in please go to your "REPORTS" menu and choose "Affiliate Child Summary"
Where is the child registration form located?
 Where is the child registration form located?  I have looked everywhere on the new book order section
I can't see where to edit my information..
 Just logged into your new site and was greated with "Welcome... you will go directly to update your (profile)..."  Go where?  The system certainly doesn't take me there and I see no decision tree.Also, where do we add and delete? 
Book Counts Trouble
 Under the tabe "reports" I have played with the book count option and have not been successful in creating any nubmers. 
Is there a way to download the entire database into Excel?
 Is there a way to download the entire database into Excel?
How do I make an address change to a record?
 How do I make an address change to a record?
Please send me my password
 Please send me my password
My password and login was automatically keyed in. I would press "i" and my name would come up and my password would also pop in.I have forgotten since you change the system. Can you provide me with the password and login? Or please instruct me on h
 My password and login was automatically keyed in.  I would press "i" and my name would come up and my password would also pop in.I have forgotten since you change the system.  Can you provide me with the password and login?  Or please instruct me on how to do this?
After I update a child's information and hit save and close, why does it add...
 After I update a child's information and hit save and close, why does it add it as a new child and there are two by the same name (one with old info one with new info).  I am having to go back in and delete the old one?
System will not let me go any further than the welcome page
 System will not let me go any further than the welcome page
How do I add associates?
 How do I add associates?
When I change an address for a child, and click "save and 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 due to get past t
 When I change an address for a child, and click "save and 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 due to get past this?
I'm having trouble accessing the child registration page.
 How do I enroll children?  How do I search for children already in database?
How do I change the name of coordinator associated with our database?
 How do I change the name of coordinator associated with our database?
Your total child count does not match mine -
 Your total child count does not match mine - have all past graduates been purged from the database?
Hi,Our relatively ZIP code 37934, Knoxville, Knox County, TN isn't working. Thanks
 Our relatively ZIP code 37934, Knoxville, Knox County, TN isn't working.
I was not able to type in the address, zip code, state, etc. when adding a child
 I was able to sign on and found my way to add a child to the program, however, once I got to the address section, I was not able to type in the address, zip code, state, etc.
Is there any way to have the bill emailed to two people instead of just one?
 Is there any way to have the bill emailed to two people instead of just one?
Is there a way to change the "addition information" lables to read "School district" etc
 Is there a way to change the "addition information" lables to read  "School district" etc....
When I try to search for a child, I only get 60 children?
 How do i update a child's address? When I try to search for a child, I only get 60 children?
how can i set it up so that our agency gets our billiing invoices via email.
 How can i set it up so that our agency gets our billiing invoices via email. I tried getting through to the billing tab but i could not find the section that specifies to what email address those invoices will be going to.
I am trying to register my children but the information in the coordinator section is incorrect. How can I correct it?
 I am a coordinator and I have a user ID and password for Imagination Library.  I am trying to register my children but the information in the coordinator section is incorrect.  How can I correct it?  The edit button won't let me in to edit.
I enrolled my child approximately 2months ago and we have not recieved our books.
 I enrolled my child approximately  2months ago and we have not recieved our books. 
When I tried to enter a child with the last name O'Loughlin, it would let me use an apostrophe. Can this be fixed?
 When I tried to enter a child with the last name O'Loughlin, it would let me use an apostrophe.  Can this be fixed?
Phone numbers were lost during the transfer. Is it essential information that MUST be added by the 9th?
 Phone numbers were lost during the transfer.  Is it essential information that MUST be added by the 9th?
I get a message that says MySQL Error
 I am using the Imagination Library for the first time.  I have a user ID and password.  I have tried to update my Affiliate information but I do not have a black EDIT button to edit anything.  When I go to coordinator I get a message that says MySQL Error
How do I retrieve the password?
 Answer to this question can be found in our help index
Where can I find a list of the names of the books being shipped for the month for each birth year? I've looked under Reports but only get a total # of children signed up
 You must contact your local administrator for such a list as it is not available online.
The Essentials of Imagination Library's "Knowledge Base Search"
 Doing a search with the knowledge base is easy. Simply type one or more search terms (the words or phrase that best describe the information you want to find) into the search box and hit the 'Enter' key or click on the Search button.
When you logged on to the old system, it listed the books that the children were going to receive that month for each age group. Does the new system have offer this?
 You DO have a reporting system that allows you to monitor your Book Counts as well as your Child Counts
The incorrect state, AL, is in the record and I cannot edit it to make it AR.
 The incorrect state, AL, is in the record and I cannot edit it to make it AR. 
Why does the background field appear "yellow" under some of the children's data?
 Why does the background field appear "yellow" under some of the children's data? Does it matter that some of our children do not have phone numbers to enter?
How do i delete and add new children to the data base?
 How do i delete and add new children to the data base?
I need to edit a child's address. How do I get to that page?
 I need to edit a child's address. How do I get to that page?
I manage multiple accounts but since the systems upgrade I can't access all of them.
 I manage multiple accounts but since the systems upgrade I can't access all of them.
When I ask a question specific to my data base will somone answer me directly through e-mail? by phone? or only through the help section?
 When I ask a question specific to my data base will someone answer me directly through e-mail?  by phone? or only through the help section?
Where do I go to add & delete children?
 - Login to your control panel - Go to main menu in the top left of your browser - Choose "Children" - From this list you can choose to "EDIT", "SEARCH", or "ADD CHILD"
I have always logged in using the coordinators login and password. I have set myself up as a data clerk, but I don't know how to log in as myself. Where do I set up my own login & password?
 - You must be logged in as a Coordinator to edit, delete or add a Data Clerk. - If you need to change your username you should contact your Coordinator - The Coordinaotr will need to delete your account and re-add you as a new Data Clerk
If a child's birthday is in February 2001 and I'm working on March's book order, do I still have to go in and delete that child, or does the system automatically delete children after they've received their graduation book?
 The child's record will not be deleted but it will not be included in the book order once the he/she has graduated.
I cannot find a list of the monthly books.
 Please login to your control panel - Click REPORTS - Choose BOOK COUNTS - Then choose the appropriate date
In the old system the child's middle name was entered. In the new system it only has room for a middle initial. Does that need to be changed?
 This only has to be changed when you open the child's profile to edit.
I still can not get the zip code 66039 to work. 66039 - KINCAID, KSIs there any way to override and type the city in manually?
 You cannot manually overide a zip code however, this particular zip code was edited specifically for KINCAID, KS and upon checking it does work properly. To properly see the information you must go to:   - Login - from main menu choose "Children" - from your list of children choose "EDIT" - there you would type in  your zip code - For the new city & state to appear, YOU MUST CLICK TAB - PLEASE WAIT A FEW SECONDS AND YOU WILL SEE THE FIELD FILL IN PROPERLY  
How do I re-add a child that had been deleted without having them receive the Little Engine Book again? I would like them to receive the book that they would have normally received before they were deleted.
 No child should have been deleted from your system by the upgrade. If you have a missing child please go directly to LIVE SUPPORT from your login page and an operator will assist you
Can I have more than 1 email account set up? As I am off for a month or 2 during the summer this way I can keep up on the news and can acess the system from home?
 Your Affiliate and Coordinator fields will only allow a single email. If you would like to recieve email updates or newsletters to an additional address, please: - Login - Choose Associate from your main menu (top left) - Add yourself or any other name you would like as an Associate. * You may add up to 5 Associates
My coordinator and I tried to delete my name as data clerk (which I had previously added), but can't find any way to delete. Also, when and where do we give me a login and password as data clerk?
 You must be logged in as a Coordinator to do this From the main menu (top left, says "Coordinator"): - Click Data Clerk - To Edit a Data Clerk, click "EDIT" beside the Data Clerk you would like to EDIT - To ADD, choose ADD DC
When adding a child i put the information that is listed . When i hit save it gives an error
 When you open a window to edit, the system also detects any other errors that may have existed in the old system. You must correct those issues before saving.
My Zip code doesn't produce results in the Coordinator and Data Clerk areas
 My Zip code doesn't produce results in the Coordinator and Data Clerk areas
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.
I can search for a child but when I hit edit the second pop-up box comes up but I cannot add any children.
 When in "Children" - Click EDIT to edit the data. A new window will open and after a few seocnds will give you all of the fields to edit. Once complete click SAVE. - Click the red ADD CHILD button to add children.
Greetings from ManchesterI love the new look of the input screen but I cannot find a way how to download the kids' data, so I can sort it by city and other criteria.
 The answer to you question can already be found in the HELP system. Click here to go directly to the answer to your question. * For future reference, try using the HELP module to search for your nswer.  The answer to the quesation above can be found simply by typing the word "EXCEL" in any search field of the help section.    
Greetings from ManchesterI love the new look of the input screen but I cannot find a way how to download the kids' data, so I can sort it by city and other criteria.
 The answer to you question can already be found in the HELP system. Click here to go directly to the answer to your question. * For future reference, try using the HELP module to search for your nswer.  The answer to the quesation above can be found simply by typing the word "EXCEL" in any search field of the help section.    
What does the 6,5,4,3,2,1 stand for in the Monthly Count Select section?
 - Group Year 6 - Group Year 5 - Group Year 4 - Group Year 3 - Group Year 2 - Group Year 1 * These are the 6 groups of children in you database. Group 6 of course is the oldest and Group 1 would be the youngest. * Be aware that this count only updates after each monthly process.
Why does the report view of the database show the "Do you provide bookcases" column show "yes" even when the default of "no" was chosen?Thank you. Ronnie McLane
 Your counts are correct. The EXCEL Report Fields are an addition to the new system whioch may not reflect correctly at this point. Be aware that Support is working to quickly resolve this.
When a child reaches age 5, does the system automatically delete the child or must I enter that?
 This is automatically taken care of by the system Do NOT delete the child.

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