Student Portal Help Requests
What is a Help Request?
A Help Request is a system generated form you complete in the Student Portal if you have issues creating your USI or updating your personal details.
A ‘Request Help’ button will appear in the Student Portal if:
- one or more USIs match your personal details,
- you have made 3 unsuccessful attempts to create your USI or update your personal details with the same form of identification or
- the Document Verification Service (DVS) which verifies your identity is unavailable.
Before creating a Help Request
Check that your personal and identification details are entered correctly and match your verifiable identification.
Creating a Help Request
If the ‘Request Help’ button appears in the Student Portal and you select it, you will need to provide:
- your contact email or mobile number so we can contact you
- details of the issue
- a copy of your identification document to help prove who you are.
Creating a Help Request provides a secure way to send identification documents directly to the USI team.
After a Help Request is created
- Notification: A Help Request number is displayed on the screen and sent to you by email or text.
- Uploading identification documents: If the Help Request was created by the USI team you will be sent a link to upload your ID document.
Once your Help Request is submitted, our team will respond within 5 business days.
You can also view the progress of your Help Request.