Student Portal Help Requests

A Help Request is created in the Student Portal, if you are not able to:

• create your USI
• update your personal details.

For further support with your USI account please call us.

How can you create a Help Request?

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
• 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.

Details required when 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.

A Help Request provides a secure way to send identification documents directly to the USI team.

After a Help Request is created

1. Notification: A Help Request number is displayed on the screen and sent to you by email or text.
2. 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.