Student administration
Tell us about your enquiry and we'll let you know the best way to get help.
Common questions
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Why do I have a PSM sanction?
Preventing Sexual Misconduct is an eLearning module, which is mandatory for all commencing coursework students. A PSM sanction has been applied to your account if you did not complete the module before the 18 November 2024 deadline. The PSM sanction blocks access to your subject results.
To have the sanction removed, you will need to complete the module by scoring 100% on each quiz, You can review the content and make as many attempts as you need.
Once you have successfully achieved 100% on each quiz, the PSM sanction will be removed from your record within 1- 2 business days.
Further information on the purpose and how to complete the PSM module can be found here. Preventing Sexual Misconduct is mandatory for all students, however some exemptions are available in certain circumstances.
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Why do I have an ACA sanction?
Student visa holders are required to provide an Australian address while in Australia and studying. If you have not provided an Australian address you will have an ACA (Australian Contact Address) sanction applied to your account. The ACA sanction blocks access to your subject results. To have the sanction removed, you will need to update your contact address.
- Go to your Personal Details page in eStudent
- Select 'Contact' on the left menu
- Select 'Edit' next to the address you want to change. Enter your new address details and click 'Save'
- Next to your updated address, select the 'Make preferred' box so mail is sent to that address.
If the address you entered can’t be verified and it was typed correctly, select ‘Use the unverified address entered instead’ and click ‘Save’.
Please note that adding an Australian address as a ‘Temporary preferred address’ does not meet the requirements and will not result in the sanction be removed. For the sanction to be removed, the Contact address must be an Australian address.
For graduating students:
If you have left the country after completing your studies, there is no need to update your Contact Address. Please ensure that your Contact Address is a local (Australian) address, as this will be considered your 'address while studying.' In such cases, you should update your Home Address to your preferred address.
Once you have provided an Australian contact address, the ACA sanction will be removed from your account within 5 business days.
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How do I order and collect my student card?
To order your first student card, please follow the instructions on the Get your first student card page.
To order a replacement student card, please follow the instructions on the Get a replacement student card page.
Once you have ordered your student card, you will receive two emails:
- Confirming we have received your student card order
- Confirming your photo has been approved (if you have uploaded a new one)
Once you have received both emails, your card will be ready for collection from 2pm the following day. You can collect your card in person from Stop 1, Parkville or Southbank during opening hours.
You won't need to book an appointment to collect your student card, but you will need to bring a current form of photo ID (passport, Australian driver licence, or other 100 points of identification).
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What can I do if I haven't yet received my student card?
Some reasons you may not have received your student card include:
- Your online order was not finalised
- Your student card picture was rejected
- Your student card may be lost in the mail
- Your student card may still be on its way to you in the mail.
So our team can investigate further, please submit an enquiry.
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My student card photo has been rejected, what do I do?
If your photo doesn't meet the requirements, you will receive an email confirming your photo hasn't been approved and be prompted to submit another photo.
You must meet the following requirements to have your photo approved:
- Plain white background
- Head, neck and shoulders in frame (please note that some shoulder must be visible)
- Eyes should be clearly visible (no sunglasses)
- Must look straight into camera
- Colour photo only
- No hats or head covering (except on religious grounds)
- Photo must not be digitally enhanced or edited – please note that if digital alteration (including camera filters and digital editing) has been applied to a photo that significantly alters a student's facial structure and/or features your photo will be rejected as it must be a true representation of your appearance
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I’m having issues with Multi Factor Authentication (Okta)
The Multi Factor Authentication (MFA) page has helpful quick reference guides on how to set up or reset your account.
For any complicated issues, you can contact Student IT:
- Call 13MELB (13 6352 - within Australia, +61 3 9035 5511 - outside Australia) and following the prompts to be put through to Student IT for help with Okta & Multi-factor Authentication (Monday to Friday only)
- Live Chat (available Monday to Friday and weekends)
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How can I update my citizenship or residency details with the University?
If you have received your Australian Permanent Residency or Australian Citizenship/New Zealand Citizenship, you must notify the University as soon as possible.
Please submit an Update your Citizenship Request with the following information:
- A completed Change of Citizenship form (PDF 109.8 KB)
- A copy of your valid passport
- A copy of your permanent residency visa, or your Australian/New Zealand citizenship certificate.
Please note that a citizenship grant letter is not sufficient evidence of citizenship.
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How can I update my name/s, title or gender?
You can follow the steps on the change to personal details webpage to:
- Notify the University of a change to your legal name
- Make any corrections to your name (spelling or order) or date of birth
- Add or update your preferred given name
- Update your personal identifiers (title or gender)
Please ensure you supply the required documentation when requesting a change to your personal details.
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How do I get a student public transport discount?
You may be eligible for a student public transport concession, which means you can travel at discounted prices.
You can check the eligibility requirements for discount travel for domestic and international students on our Public Transport webpage.
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Why can’t my Unique Student Identifier (USI) be validated?
If there is a discrepancy between your personal details (specifically your first given name, family name, or date of birth) with the University and the USI Office, then your USI is unable to be validated. To locate the error:
- Check your details with the University of Melbourne by going to your Personal Details page in eStudent.
- Check your details with the USI Office by logging into your account and select Update Personal Details.
If the error in your personal details is with the University, please submit a Change to Personal Details form with the relevant identification.
If the error in your personal details is with the USI Office, you can update your details through your USI account, or contact the USI Office for assistance.
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How long will it take for my USI sanction/flag to be removed?
Your USI sanction will be removed once your USI has been validated.
Once you provide a valid USI, or update your personal details to match those held with the USI Office, your sanction will be lifted the next business day.
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Other enquiries
Please contact us using one of the channels below.
Enquiry (recommended) Book an admin and general enquiry appointment