Enrolment

frequently asked questions


Find answers to our most frequently asked questions about enrolment

Enrolment FAQS

Below are some of our most frequently asked enrolment questions.

I am a new student and I haven't received my enrolment email, what should I do?

Once your place at Royal Holloway is confirmed, it can take around seven days for your IT credentials and student record to be created. We will only send your enrolment email once your student record is created and IT credentials are set up.

Students starting in January 2023:

If you're starting your studies in January 2023, we will begin to send enrolment emails from week commencing Monday 5 December 2022.

Please ensure that you have checked your spam/junk folders and check what email address you have registered with Royal Holloway before contacting us. Further details and contact information can be found on our enrolment email webpage. If you have not received your enrolment email as per the above timescales you can contact us to let us know. 

I am a continuing student, what do I need to do to enrol at Royal Holloway?

All continuing students must re-enrol each academic year by completing:

This includes completing enrolment even if you are: 

  • On a Year in Industry or Year in Business in 2022/23
  • Retaking assessments in 2022/23 for example, repeating or re-sitting a module
  • On a Year Abroad in 2022/23

You will also need to confirm your module choices with your School.

If you are resitting or repeating assessments in the 2022/23 academic year, you must also ensure that you have made your progression decision on Campus Connect and contacted your School Helpdesk to request that you are registered on the required modules. If you are resitting or repeating you will not be able to enrol until your School have registered you on the required resit/repeat modules and you have made your progression decision on Campus Connect.

I've already submitted my thesis/had a viva, do I still need to complete Online Sign-up?

If you haven’t been awarded yet, you still need to complete Online Sign-up before we can award you your degree.

Similarly if you have been given corrections, you’ll need to complete Online Sign-up to maintain your registration with the College.

How do I view my enrolment status?

We don't send out emails to confirm you have completed enrolment, however, you can keep track of which enrolment steps you have completed via your Start of Session Checklist which is available on the Enrolment tab of Campus Connect. The checklist will continue to update closer to the start of term. You may find that there are general information messages with ‘!’. This means that the part of the checklist is not yet live. But don’t worry, you can keep checking every week to see the updated information and completed steps of your enrolment.

Can you confirm my status as a student?

On occasion you may be asked to provide confirmation of your status as a student (e.g. for council tax purposes or opening a bank account).

Once term has started and provided you have completed all stages of College enrolment, you will be able to download a Student Status Certificate from Campus Connect.

For further details about the Student Status Certificate, please see our web pages. 

What is my School's enrolment deadline?

You should aim to arrive and enrol as soon as possible at the start of term.

Enrolment consists of completing:

You will also need to register onto your modules with your school. 

Enrolment must be completed within 21 days of the start of your course, however, your School may set an earlier deadline to enrol. To check your School’s latest arrival and enrolment date please see the below table.

If you cannot arrive and enrol by your School's deadline then you may need to consider deferring/interrupting your place to next academic. In some exceptional cases, and where appropriate evidence is provided before the deadline the School, with Student Administration may temporarily accept a late arrival and enrolment. You should first contact your School to discuss this.

If you are due to be in Halls of Residence, you should also inform the Student Services Centre of your delay. 

Please be advised, your late arrival and enrolment will not change your liability for full tuition or accommodation fees.

Failure to enrol by the deadline relevant to your course, without prior approval and in the absence of medical or other good reason, will result in you being deregistered from your course. For further information see our Failure to enrol webpages for new and current students. 

*Students starting their course in January 2023, must have enrolled by their School's enrolment deadline  below and will not be permitted to enrol late or engage with their studies and will be advised to defer.*

  Schools' latest enrolment dates
Courses starting in January 2023
School Course Latest Enrolment and Arrival/Engagement Date
School of Business and Management All Posgraduate Taught Management courses Friday 13 January 2023
School of Engineering, Physical and Mathematical Sciences All Postgraduate Taught courses  Friday 20 January 2023
Courses continuing in January 2023
School Course Latest Enrolment and Arrival/Engagement Date
School of Business and Management All Posgraduate Taught Management courses 21 days from the start term
School of Engineering, Physical and Mathematical Sciences All Postgraduate Taught courses  21 days from the start term

What's the difference between my forwarding and personal address?

Your ‘Personal Address’ should be your UK address during term time. Your ‘Forwarding Address’ will be your permanent home address: for students from outside of the UK, this will be the address in your home country. If you are going to be living in Halls, you will need to enter an address here to complete Online Sign-up and we know you may not know your room number yet, please just enter your 'Forwarding Address' into the 'Personal Address' section. Once your contract starts, this information will update automatically. You will be able to log back in to view and update your address information at anytime on Campus Connect, under the 'My personal details' tab. 

I don't know my term time address, what should I do?

If you're going to be living in Halls or don’t yet know your UK term-time address, just repeat your 'Forwarding Address' information when completing Online Sign-up. If you are going to be living in Halls, once your contract starts, your 'Personal Address' will update automatically and override any previous 'Personal Address' entry. If you are not living in Halls, you will need to log into Campus Connect once you know your 'Personal Address' to update it.

My name is incorrect, how can I update this?

New students:

If your name is incorrect for example, a misspelling, a missing accent or your names are in the wrong order, please don't worry, you can proceed with completing Online Sign-up and we will update this for you when we complete your identity check.

Please be advised that we will match the name on your student record with the name on your identity document. You will have an option to enter a preferred name should you wish to. 

Continuing students:

Please see our change my personal details webpage for information on our change of name policy and procedure.

I want to change my nationality, how can I do this?

If you are a new student and you would like to change your primary nationality or add a secondary nationality to your student record, you can complete Online Sign-up and then when you come to complete your identity check, please ensure you have proof of your nationality. 

We will enrol you as per the nationality on the identity document you provide.

My fee status is incorrect, what should I do?

Your fee status is determined by your residence as shown to you in Online Sign-up. If you believe your fee status is incorrect please do not complete Online Sign-up. Instead you should contact the Admissions team so they can look into your enquiry. 

I am completing Online Sign-up but my tuition fee billing is incorrect, what should I do?

Your programme fee is detailed on your offer letter. If you have changed programme and this impacts your tuition fee, then please be advised this can take time to update on your student record. If you are receiving a scholarship or are being sponsored for your funding, then as long as you have submitted the relevant documents to the Student Fees team then please be assured we will continue to update this, but that it will not show at Online Sign-up. For further information about your tuition fees please see the FAQs and Tuition Fee Operational Guide

My course is incorrect, what should I do?

If you are a new student and your course information is incorrect or missing, please contact Admissions. If you have already had confirmation of a change of programme but it is not updated on Online Sign-up, you can still continue to complete Online Sign-up. There may be a delay in this information being updated but if you have written confirmation from Admissions, this will not be a problem. 

If you are a continuing student and your course information is incorrect or missing, please contact the Student Administration team and/or your School Helpdesk to confirm your registration for the 2022/23 academic year. If you have already had confirmation of a change of programme but it is not updated on Online Sign-up, you can still continue to complete Online Sign-up. There may be a delay in this information being updated but if you have written confirmation from your School and/or Student Administration, this will not be a problem. 

My start date is incorrect, what should I do?

If you're a new student and your start date is incorrect please contact Admissions before completing Online Sign-up.

The Online Sign-up portal is unavailable, what should I do?

The Online Sign-up portal is unavailable each evening between 11pm and 12.30am GMT. If you can’t access the Online Sign-up link during this time, please try again later.

I've forgotten my username, what should I do?

Please refer to your enrolment email as this contains your College IT credentials. Your username for logging into Campus Connect and your email account is your email address in username format for example, abcd123@live.rhul.ac.uk. It is not your email address in name format. For further information on your IT credentials please visit the Your account webpages. If you are having problems logging into Campus Connect, please contact the IT Helpdesk

I've forgotten my password, what should I do?

Please refer to your enrolment email as this contains your College IT credentials, including your password. In the enrolment email we advise that you change your password to something memorable.

If you have already changed your password, you can reset your password by following the guidance on our Passwords webpage. If you didn't change your password, please refer to the information provided in your enrolment email.

For further guidance and instructions on how to reset your password, please see our IT support webpages.

I'm getting an error message when I try to access Campus Connect, how do I fix it?

Sometimes when trying to log in to Campus Connect you may get the message ‘500 Internal Server Error’. This is because your browser didn’t sign you out of your last session on Campus Connect correctly.

You can avoid this error by visiting Campus Connect in incognito mode on a PC or laptop (otherwise known as ‘private browsing’). 

To prevent this error in the future, make sure you always sign out of Campus Connect when you are finished, and close the tab that you were using.

If you are experiencing problems accessing Campus Connect you should make sure that the browser (e.g. Safari, Firefox, or Chrome) you are using is up-to-date. Older browsers may have issues when accessing Campus Connect, so frequently check your software for updates.

I can't login to Campus Connect, what should I do?

When attempting to login to Campus Connect, please ensure that you are using a laptop or PC and not a mobile device such as a smartphone or tablet.

If you are using a PC or laptop, please ensure that you are entering your Microsoft Office 365 ID, which is your username with ‘@live.rhul.ac.uk’ added at the end (e.g. abcd123@live.rhul.ac.uk) and your College password.

Please note that some older versions of Safari are not compatible with Campus Connect. Please either update your Mac or iOS device or use an alternative browser.

If your login problems persist, please contact the IT Service Desk

I can't complete Online Sign-up, what should I do?

If you have any problems completing Online Sign-up, please contact the Student Services Centre

What happens if I don't complete enrolment by my School's deadline?

If you do not enrol with the College by your School's deadline, you will not be entitled to use any College facilities, including the Computer Centre, the Library, Campus Account facilities, the Students' Union, or attend lectures and seminars.

Failure to complete enrolment by deadline will result in the termination of your registration, unless prior approval with supporting medical evidence or other good reason has been given. Exceptions will only be considered where Student Administration has been informed in advance of any circumstances that prevent enrolment by the specified time.

If, in exceptional circumstances, re-admission is subsequently granted you will be liable for a reinstatement fee of £300.

Please note it is your responsibility to let us know if you are experiencing issues enrolling, to do this email the Student Services Centre. Students will not be permitted to re-commence their studies and/or enrol after the deadline has passed. If you are a current student unable to return to the College within this time you may need to consider interrupting your studies or for new students you may need to consider deffering your start date to the following academic year. 

Please see our Failure to enrol webpages for new and current students.

Has my ID check been successful?

Once you have completed your ID check, you can see the status of your ID check by looking at the Start of Session Checklist under 'Enrolment' on Campus Connect.

I am a new UK student and do not have the correct documents, what should I do?

To fully enrol you must provide us with either a valid passport OR a valid driving licence (provisional or full) and birth certificate. Valid means that your ID documents must be in date and not expired. You cannot enrol without these documents. You can apply for the relevant documentation by using the links below:

I have dual nationality, what documents should I provide?

You should provide the documents that show the nationality you wish to enrol under. This means that you may require a visa depending on your nationality. If your dual nationality includes the UK and you have a valid UK passport you should submit this as you shouldn’t then require a visa.

I won't be arriving in time for the start of term, what do I need to do?

The standard deadline to arrive and enrol at the College is 21 days from the start of your course. However, some Schools may set an earlier deadline due to the intensity of the degree course at the start of term. If you will not be arriving in time for the start of term you should contact your School.

If you will be arriving before your School’s latest deadline you should continue with your enrolment steps.

Please be advised, your late arrival and enrolment will not change your liability for full tuition or accommodation fees.

 

Still need help?

If you can't find what you are looking for in our FAQs please use our Key contacts page to find out how to contact the relevant team for further advice.