Parent can't login to their account

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CierraBelle
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#1
Report Thread starter 4 years ago
#1
My dad has been trying to login into his student finance account so he can support my application however it keeps saying that his account has been locked so he has to reset it, and whenever he does that it says
'An unknown error has caused the application to stop working.
The information you entered on the last page may not have saved correctly. This could be a temporary error. You can try again later (we suggest you allow a couple of hours). If you continue to see this message when you try again, please contact Student Finance England.'
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Louise E SFE
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#2
Report 4 years ago
#2
(Original post by CierraBelle)
My dad has been trying to login into his student finance account so he can support my application however it keeps saying that his account has been locked so he has to reset it, and whenever he does that it says
'An unknown error has caused the application to stop working.
The information you entered on the last page may not have saved correctly. This could be a temporary error. You can try again later (we suggest you allow a couple of hours). If you continue to see this message when you try again, please contact Student Finance England.'
Hi CierraBelle,

I would suggest that you have you Dad call us on 0300 100 0607 ,so that we can check his account details and we can reset his password and Secret answer for him to allow his account to be unlocked.

Thanks
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grumpydad
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#3
Report 3 years ago
#3
I have the same problem (am a parent). I keep getting an error because I was trying to set up a new account when apparently I should have been using the same CRN I used for my own student loan 26 years ago! Surprisingly enough I seem to have forgotten that CRN!I can't pass the security questions to reset my password or get my CRN as I can't remember the address and postcode I used 26 years ago.Parents beware - if you EVER had a student loan, you have to use that old CRN. Hope you have better records than I do.
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Grumpydad2
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#4
Report 2 years ago
#4
I am just starting the student finance application process as a parent and obviously everything is up in the air with coronavirus I too am in the same situation where I cannot log in having been a student from 20 odd years ago. Thing is the phone lines are not responding as the offices are closed and there is no email address. Any ideas?
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SFE Isaac
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#5
Report 2 years ago
#5
(Original post by Grumpydad2)
I am just starting the student finance application process as a parent and obviously everything is up in the air with coronavirus I too am in the same situation where I cannot log in having been a student from 20 odd years ago. Thing is the phone lines are not responding as the offices are closed and there is no email address. Any ideas?
Hi there, apologies for the delay in responding to your message. If you are not able to reset your login details online then we advise you to give us a call as soon as our contact centre opens.
Thanks, Isaac.
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Literatelady
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#6
Report 2 years ago
#6
Just had exactly the same issue. How did you resolve it?
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SFE Isaac
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#7
Report 2 years ago
#7
(Original post by Literatelady)
Just had exactly the same issue. How did you resolve it?
Hi there, what issues are you experiencing? Are you on Virgin Media?
Thanks, Isaac
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FrazzledMom
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#8
Report 2 years ago
#8
Hi I'm having the same problems - I tried to log in to support my son's application and it says I have an account but obviously I can't remember log on details if I ever had any back in the 1990's before computers were widely used! So I tried the phone line which it says is now open but only for urgent enquiries...the phone line says you can use it to reset password and logon details, but asks for a CRN as a starting point - but I don't know what that is as can't find original paperwork from 90's. The phone line won't do anything without this CRN just goes around on a loop asking for the CRN! Argh. Help!
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NJ00
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#9
Report 2 years ago
#9
Hello. I had the same issue as a parent. I got through on the phone line but also could not remember the details of my own student loan from 1990 (unsurprisingly!) I was asked to write a letter (not email) to SLC giving my full name, address, email and date of birth and they said that within 14 days of receipt of this, they would email me a link to reset my account. Only 10 days have passed so I can’t report on whether the system works yet. (They also said that because my son had applied for finance before the cut off date, his application would still be guaranteed even though my part wouldn’t be filled in before the May 22nd deadline.)
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Unknownuser3291
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#10
Report 2 years ago
#10
If you need help with this call the sfe landline and then when the automated call asks for your customer reference number just say ‘I don’t know’ and it should skip this go through straight to student finance who you can talk to which might take a while as there are a lot of people calling right now. But they should send you a temporary password and memorable password to your email which you can use to log in
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SFE Isaac
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#11
Report 2 years ago
#11
(Original post by Unknownuser3291)
If you need help with this call the sfe landline and then when the automated call asks for your customer reference number just say ‘I don’t know’ and it should skip this go through straight to student finance who you can talk to which might take a while as there are a lot of people calling right now. But they should send you a temporary password and memorable password to your email which you can use to log in
If you press option 1 then press option 2 it won't ask for any reference number.
Thanks, Isaac
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SSimon
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#12
Report 1 month ago
#12
I have the same problem - I'm a dad, I guess with a CRN from 29 years ago (long before email/online logins were widely a thing). But no clue what this was, and now trying to support my daughter. How do we resolve this please? I've called, failed security and been asked to write a hard copy letter instead. Is that really the best way? >>>

I solved it! Here's how

1) Phone SFE, press option 1 then 2.

2) Explain from the off that you're really struggling to get through security because the information they need is so old, and you're unclear which addresses etc. they hold for you. (You don't need your old CRN, just the full postal address, postcode and phone numbers they have for you on their system). I had a good call-handler who let me faff slightly, stop to confirm and double-confirm what was being asked.

3) In my case, the address they had was MY parents' address in 1993-6 because I was lucky enough to have a very short repayment period and that was the address I originally applied from. In my wife's case it was the address at which she lived when she finished repaying her loan, but again only 3 or 4 years later than her graduation because we were lucky enough to have small debts in those days.

4) If you get the right address, postcode and phone number, they'll log in to your account at their end, and then send you a CRN and a temporary password, after which you follow the link they send and you can update all your personal details and update passwords etc. as per a normal password reset scenario.

5) Sorted. Back in the good ol' 21st-century!
Last edited by SSimon; 1 month ago
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Dwren
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#13
Report 1 month ago
#13
We are having the exact same problem. So thank you for the way to resolve, its such a shame that my husband has been on hold for 20 mins and still waiting to get through to someone. Maybe the lines would be so busy is they made it easier to reset information online.
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Angela SFE
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#14
Report 1 month ago
#14
Hi Dwren,

Apologies we are currently receiving high call volumes.

Thanks, Angela.
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artful_lounger
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#15
Report 1 month ago
#15
(Original post by Dwren)
We are having the exact same problem. So thank you for the way to resolve, its such a shame that my husband has been on hold for 20 mins and still waiting to get through to someone. Maybe the lines would be so busy is they made it easier to reset information online.
Probably not, this is one of the busiest times for SFE as everyone is making and confirming their applications, evidence etc, both new students applying who are due to start this fall at uni, and continuing students (who can apply earlier but often don't, or who may have only just had their evidence processed from when they did apply initially). 20 minutes isn't too bad really, I've been on hold for over 40 minutes at peak times before!
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