Locked out of student finance website!

I forgot my password and secret answer and tried three times, so I'm not locked out. This wouldn't be a problem, but when I was requesting my details it had my email address wrong (only by one letter after the @ bit - would this make a difference?). It said to contact their customer support office, which I did, but after several attempts I can't seem to get to the right bit and just as it says we'll connect you to someone to sort out your query, the little busy tone comes up and it hangs up! Help! Is it really important to have access to their website? And have I missed out on important emails cos they have my address wrong?
Help/advice appriciated :redface:

Reply 1

CrispyUK

If your e-mail address is wrong then you won't be able to use the automated password/secret answer tools as they won't be able to e-mail you.

I've never had anything important e-mailed to me by them - possibly a bit of advertising, etc. but nothing crucial to the finance process.

It's not essential to be able to access their website but it's worth getting it sorted out as it's useful if you need to change your bank details and is a much easier way to apply for your 2nd year finance than having to fill out the paper form again.

Reply 2

kujinho

Environmentalist

I forgot my password and secret answer and tried three times, so I'm not locked out. This wouldn't be a problem, but when I was requesting my details it had my email address wrong (only by one letter after the @ bit - would this make a difference?). It said to contact their customer support office, which I did, but after several attempts I can't seem to get to the right bit and just as it says we'll connect you to someone to sort out your query, the little busy tone comes up and it hangs up! Help! Is it really important to have access to their website? And have I missed out on important emails cos they have my address wrong?
Help/advice appriciated :redface:

I had the same problem as you mate, though my email address had expired. I rang them up and they sent me a new password and secret answer, through the post. It takes about 1 week.

Reply 3

Environmentalist

OP

kujinho

I had the same problem as you mate, though my email address had expired. I rang them up and they sent me a new password and secret answer, through the post. It takes about 1 week.

You rang them up? How on earth did you get to speak to an actual human? I tried 5 times :frown:

Reply 4

Zeb

it should ast you for your ART number and then put you through to an advisor. Have to admit I havent had any problems contacting them and the only time I got an email from them was thanking me for sending in my proof of ID docs and that they had been returned that day. All other things have been posted to me.

Reply 5

kujinho

Environmentalist

You rang them up? How on earth did you get to speak to an actual human? I tried 5 times :frown:

It might be difficult from Antarctica :wink:

Reply 6

Graham Woolley

erm.. i'm kinda new to this and i guess this is a long shot that someones reading this but i need a bit of help...

Does anyone know the number i have to ring to get my password and secret answer changed? cheers

Reply 7

youngjo

try to reset it online first, its a long wait on the phone

goto forgotten my details? on the login page

Heres the opneing times and number

http://www.direct.gov.uk/en/Dl1/Directories/UsefulContactsByCategory/EducationAndLearningContacts/DG_172310

Student Finance England
Contact point Student Finance England
Phone number 0845 300 50 90
Minicom 0845 604 44 34
Opening hours Monday to Friday 8.00 am to 8.00 pm; Saturday and Sunday 9.00 am to 5.30 pm

Reply 8

Graham Woolley

heya cheers pal, unfortunately i can't change it via online (why i asked for the number lol) XD but thanks, much appreciated :smile:

Reply 9

trixster90

im locked out too :frown:

havent received any emails from them and cant get in touch with them via phone . Alll i get is a tone. how do you reset it all online?

Reply 10

username33535

Sorry to bump an old thread but I've just had to deal with this problem. I've had my account since 2005 and didn't have an email registered so had to call up which I wasn't looking forward to based upon all the media reports about problems this year.

Called SFE on their 0141 243 3600 number (alternative to 0845 300 5090) and even after going through the automated system, I was able to talk to someone and get it sorted in less than 5 minutes which I'm pretty happy about. I've now successfully logged into my account.

Locked out of student finance website!

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