Troubleshooting student registration/login problems

To help us with the amount of emails we receive, please try to handle student problems on your side, and you can always contact us.

You can share the EP Student Guide with the students. There are pages on how to register, log in, and change password.

Here is a quick FAQ for student registration/login problems:

• If they cannot register because the email is already used:
  • The email address already exists as an account on the EP. Check if they exist under any Student Administration tab.
  • If they are under Historic, you will need to Activate them.
  • If they are under any other tab, they can try to request a new password. If they don't receive an email, you can try to find them and Deactivate them and reactivate their account.
  • If you can't find them in any tab, they might be registered under a different country: contact us.
• They don't receive an email with Forgot password:
  • Please ask them to check the Spam folder!
  • If they still can't find an email, they might not be registered or their account is deactivated. Find them in Student Administration, if they are Activated, deactivate and reactivate; if they are Deactivated, reactivate.
• Their password is not accepted with the change password screen: If they requested a new password recently, they must use their last received temporary password as their current password.
• If all else fails, contact us.