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Chat InformationYou are now chatting with 'Andrea'
Andrea: Welcome to Student Finance Direct, how may I help you?
Sean Handley: Hi, I need to log into the website to arrange my loan for next year
Sean Handley: I wasn't sure of my username and password so I asked for them to be reset and emailed to me
Sean Handley: but I've received no email
Sean Handley: I requested them 3 times and waited about 3 days each time before trying again
Andrea: Can I have your ART ID please?
Sean Handley: ***********
Andrea: Give me one moment please.
Sean Handley: Also, the login interface is confusing. It asks for your old password, even if you don't have an old password. If you leave it blank it complains. If you enter your new password as your old one, it still complains... If you're able to pass my concern on to whoever is in charge of admininstration with respect to the website, I'd be very grateful :)
Andrea: #You have requested the password by email is that correct?
Sean Handley: Yes
Sean Handley: Via the "I forgot my password" link on the site
Andrea: Can you confirm the email address for me please?
Sean Handley: *****@****.****
Sean Handley: (I have checked my junk mail inbox and it's not there)
Andrea: Alright, It did come up and say it will sent it to you?
Sean Handley: Yes, it did.
Sean Handley: But then the e-mail never arrived in each case
Andrea: Give me a second until I try.
Sean Handley: Ok, thank you.
Andrea: Can you check the email now please?
Sean Handley: Ok
Sean Handley: There's nothing yet.
Sean Handley: It might be the server's being slow.
Sean Handley: Is it possible for you to send it to a different e-mail address? Or would that be against your security policy?
Andrea: I'm not able to do nay updates on the account. Sorry. I went through the same processed as yourself and it will send the passwords straight away.
Sean Handley: Well, if you went through the same process that I went through 3 times then I predict the same thing will happen. Could you arrange to have the details sent to me via post, please? Last time I requested help I was told that it's an option.
Andrea: Have you checked the email to see if it has arrived? I can sent it by post but it will cancel out the one by email if it arrives.
Sean Handley: I've checked the e-mail, yes.
Andrea: So it hasn't arrived is that right.
Sean Handley: But since you just went through the same process I Went through (which failed 3 times) I have strong doubts as to whether it will work. I think it's a technical problem, rather than user error.
Sean Handley: No, it hasn't.
Andrea: Okay well I'll send it by post but it will be about 5 working days.
Sean Handley: That's fine, the applications aren't due in for a month anyway.
Sean Handley: Is it being sent to my university address or my home address?
Andrea: It's on it's way now.
Sean Handley: To which address?
Andrea: If goes to the home address can you confirm that and your date of birth please?
Sean Handley: Address: **, *** ***.
Sean Handley: DOB: 13-9-1985
Andrea: Yes the password has been sent.
Sean Handley: Ok, thank you :)
Sean Handley: Now, can you answer a question about the website, please?
Sean Handley: When I receive my new details and try to log in. What do I put in the "old password" field?
Andrea: Yes that is correct.
Andrea: Thanks then Bye.
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