Help and support
Frequently asked questions
Quick, plain-English answers for students, parents and agencies. Tap a question to see the answer.
Getting started, choosing courses and what happens next.
Applying as a student
How do I apply?
Start by exploring courses and universities on this site. When you are ready, an approved ITER Education counsellor will discuss your choices with you and create your secure application account. You then complete one application for up to five university choices.How do I find an approved counsellor?
Start by exploring courses and universities on this site. When you are ready, an approved ITER Education counsellor for your country will discuss your choices and create your account. If you already have a counsellor, they can set that up for you. See who to speak to.Why can't I create an account myself?
Student accounts are created by ITER Education-approved agencies, so every student has a counsellor supporting them from the start. Your counsellor sets up your account and you receive an email with a secure link to choose your password.How many universities can I choose?
Up to five. Add your favourite first — the order you add them is your order of preference. One submission sends your application to all of your choices, and after submitting you can re-rank them from your overview page.Do I have to finish the application in one go?
No. Your answers save automatically as you go, so you can close the page and pick it up again whenever you like. Your counsellor can also fill in any part of it for you.What happens after an offer?
Offers appear in your application portal, along with any conditions you still need to meet. From there you can follow payments, CAS and enrolment updates through to starting your course.Are scholarships or funding available?
Many universities list scholarships and funding on their profiles. Open a university page and look for the funding section, or ask your counsellor what you may be eligible for.
Uploading files, fixing problems and making changes.
Documents and your application
What documents will I need?
Typically your academic transcripts and certificates, an English language certificate, a personal statement and an academic or professional reference, plus your passport. You upload each document once and it is shared with every university choice on your application.What file types and sizes can I upload?
PDF, JPG, PNG, DOC and DOCX files, up to 10 MB each and up to 10 files at a time. Every upload is kept as a version, so nothing is ever overwritten.A document says “Resubmission Required”. What do I do?
Admissions have found a problem with it — read their note on the Documents page (for example, a page that's cut off or blurry). Fix it and upload the document again with the same document type. It goes straight back to admissions for review.Can I upload documents after I've submitted?
Yes. Your answers lock while admissions review them, but you can upload new or updated documents at any time.I made a mistake after submitting. Can I change it?
Yes. Open your application and choose “Request changes to your application”, saying what needs to change and why. If admissions release it, make your changes and submit again. Your counsellor can also do this for you.What is an alternative course suggestion?
Sometimes a course can't go ahead — for example, the university has no September places. Admissions may then suggest a similar course. You can accept it, decline it or ask a question first; your original choice is never changed.
Passwords, security codes and account messages.
Accounts and signing in
I've forgotten my password.
Go to the forgot password page, enter your email address and we'll send you a secure link to set a new one. New passwords must be at least 10 characters.My password set-up link has expired.
Set-up links are valid for 72 hours. Use “Forgot your password?” on the sign-in page to get a fresh link sent to the same email address.Why am I asked for a 6-digit code when I sign in?
Agency and ITER Education staff accounts are protected with multi-factor authentication. The first time you sign in you scan a QR code with an authenticator app (such as Google or Microsoft Authenticator), and after that you enter the code it shows each time.I've lost the phone with my authenticator app.
Choose “Use a backup code instead” on the verification screen and enter one of the backup codes you saved when you set up your account. If you don't have them, ask the person who manages your account to reset it.It says my account is awaiting approval.
Some accounts need approving by an ITER Education administrator before any student information is visible. You'll be able to use the portal as soon as it's approved.It says my access is suspended.
Your account, or your agency, has had its access paused. Contact the person who set up your account, or see who to contact.
Becoming a partner and working in the agency portal.
For agencies and counsellors
Who can apply to become an agent?
Agencies operating in one of our market countries. You tell us your main operating country in the application form, and the ITER Education team for that country reviews your details.How long does approval take?
The form is a due diligence questionnaire covering your agency, its owners, finances, counsellors and compliance. Once submitted, the country team reviews it and you are notified of the outcome. They may ask you to send supporting documents.What happens after approval?
Your Agent Admin account is created automatically. From there you can add counsellor accounts for your team and start creating student applications.Which universities and courses can my students apply to?
Every published university and active course in our directory. Browse the universities catalogue and course finder to see current options, locations, rankings, fees and intakes.How do students use the portal?
You create the student's secure account, and they sign in to complete their details, upload documents and track offers. You see the same record throughout, so you can support them at every step.What support does my agency get?
The ITER Education team for your country supports you from application review onwards, and your counsellors work from the same live application record as ITER Education admissions.What's the difference between an Agent Admin and a counsellor?
The Agent Admin sees every student in the agency, adds counsellors and decides which counsellor looks after each student. Counsellors see only the students tagged to them.
How your information is protected and who can see it.
Privacy and your data
Is my information safe?
Your application and documents are held securely and can only be accessed by authorised teams supporting your application. Staff and agency accounts are protected with multi-factor authentication, and changes to records are written to an audit trail.Who can see my passport and documents?
Your counsellor at your agency and the ITER Education admissions team. Your passport scan is stored encrypted and is visible only to ITER Education admissions.Can I ask for my data to be deleted?
Yes. Speak to your counsellor, who can raise a deletion request for the ITER Education team to approve, or contact us. You can read more in our policies.
Still have a question?
Your counsellor can help with anything about your application. Already signed in? Every portal has a Help section with step-by-step guides for exactly what you can do.