Frequently Asked Questions
This page contains answers to our current most commonly asked questions. We will update it continuously throughout the year.
Temporary Internet Files - If you are experiencing persistent problems with your online application, the first thing you should try is deleting your Temporary Internet Files. How you do this can differ depending on the browser you are using. This website will tell you what to do.
I keep getting a message telling me my 'National Insurance number is already in use, why is this? This means you already have an account with us. You can use the forgotten username/password link at the login screen or phone our helpline on 0300 555 0505.
I am having difficulty getting past the Employment page of my application, what can I do? Our short YouTube video will guide you through.
I only have conditional offers, can I still apply? Yes, you should apply with your first choice and if that changes, you can easily change or cancel your application through our online services.
I have submitted my application, how long does it take to hear from you? If you have not heard from us within 28 days, please call our helpline on 0300 555 0505.
Residence eligibility - I am not sure if I am eligibile for funding. You can find detailed information here on our website.
I have studied before, am I still eligible for funding? You can find more information on our previous study rules here on our website.
How do I change my course, university, college, bank details and so on? You should use the 'update my details' service in your online account or alternatively you can use our contact us service
What documents do I need to send to you? If your household income is below £34,000 and you are applying for a bursary and/or your student loan, you must send us proof of the income declared on your application. We do not need to see your P60, just the income documents of your parents/husband/wife etc. Click here for more information.