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Student FAQs

Gradintelligence offers students and alumni of our partner institutions access to verified digital documents, such as HEARs, transcripts, award certificates and status letters. These documents can be easily shared with third parties to verify your qualifications and enrolment status.

If you have any questions regarding the content of your documents or the timing of their updates, please refer to your institution's web pages or contact their support team directly. You can find contact details for your institution below:

Find institution contact

To provide you with your verified documents, we receive personal data such as your name, date of birth, student ID, HESA ID, course and module titles, and results from your institution.

We take data protection very seriously and always process your data compliant with GDPR. For more information on this, please see our privacy policy.

I have not received my activation link / I cannot find it / it has expired. Please can you send me a new one?

Please look in your university email inbox as well as junk/spam folder for the latest email from Gradintelligence and note that depending on your email service configuration, there may also be a delay in receiving an activation email.

Alternatively, you can easily activate your account by using our online account support process. Please follow the steps below:

  1. Go to the account recovery page.
  2. Select your institution from a dropdown, enter your student ID number and date of birth, complete the CAPTCHA and then click the Submit button. Please note your student ID might have a different format to what you are used to. If you are unsure, it is best to check your student ID / library card or contact your local support team to confirm. If you are unable to find your account and believe that your institution has not registered an account for you, please contact your institution for further assistance.
  3. Verify via your email address. It will include a hint for what email address it is. If it is an institution email and you are struggling, please try alternative email combinations, as some institutions use multiple formats which are linked to the same mailbox. Please contact your local support team to confirm if necessary.
  4. You will receive an automated message with a verification code.
  5. Check your email for the verification code message, copy and paste the code into appropriate input field on the verification page.
  6. Once verified, you will be redirected to the account activation page.
  7. There, you will be asked to reconfirm your date of birth, define your new account username, password and specify your security question and security answer so that you can then use these to reset your password, should you ever forget it.

If you have difficulty in completing the CAPTCHA, please click the Having trouble with this captcha? link to request an alternative CAPTCHA. If you have already attempted this process, please ensure that you do not have any plug-ins that are preventing the CAPTCHA from working (e.g. ad-blockers or JavaScript blockers) in your browser, or alternatively try another browser.

If you are still unable to see the CAPTCHA after using other browsers, it is likely that the CAPTCHA is blocked by your network provider. Our CAPTCHA which uses Google service might be restricted in certain areas, e.g. China. We would suggest accessing our website via a different network, using VPN or proxy server.

I tried activating my account using the account recovery process, but no longer have access to email linked to my account and therefore cannot proceed. Can you change that email?

Unfortunately, we are not authorised to change the account linked email addresses prior to account activation. If you have access to the mobile number that your institution use to register your account, you can try to use it for verification in the account recovery process.

If you no longer have access to your institution student email address, please contact your institution support staff and request that they change it to your personal email address, as well as to send you a new activation link.

Find institution contact

How do I change my email address after activation?

If you are able to access your account and wish to change your email address, you can do so by logging into your Gradintelligence account, clicking on the cog icon in the right corner of the top menu bar and selecting the User Settings option. On the Settings page, click the edit icon near your email address.

You can then enter your new email address, confirm it and enter your current Gradintelligence account password. Once you click the Send code button, you will be asked to enter the confirmation code which is sent to that new email address. Once you click Save, your account email will be updated.

How do I change my address?

You can change your address by logging into your Gradintelligence account. Go to eProfile > Contact details and then update the contact address or home address accordingly and click the Save button.

If you require your address change to be reflected on your digital documents, please find your institution support staff contact details below and request they update the information for you on your behalf.

Find institution contact

I can't login.

Please ensure you are using your username to access your account and not your email address. Please also ensure that when entering your password, that it is not copied and pasted. Sometimes there may be a space added at the end which our system will not recognise.

If you still cannot login, please follow the account recovery process.

I think I have two accounts - one that I have self-registered and one institution registered. How do I unsubscribe my self-registered account?

Please fill out our contact us form advising you wish to unsubscribe your self-registered account, include your full name, date of birth, student ID, and the email address you used to register your self-registered account. We will remove your self-registered account for you.

I have two institution-registered accounts. Am I able to merge these?

If you have more than one institution-registered Gradintelligence account, you can merge the data into one from within your accounts.

Both accounts must be activated in order to merge them together. If you are not able to access either account, please regain access to your account using our account recovery process. Please follow the steps below to complete the merge:

  1. Login to one of your accounts. It will become your primary account. The username and the email address linked to this account will be used for all future access to documents from all institutions.
  2. Click on User Settings, represented by a cog icon in the top right hand corner.
  3. In the General tab, scroll down the page to a section titled Merge Accounts, and click on the Merge Accounts button.
  4. You will then be prompted to login to your second account. When you do so, all your data will be merged into one account.
  5. Once this process is completed you will be able to switch from one institution to the other by selecting from a drop-down menu in the banner at the top of your account page.
Can I disable two-factor authentication (2FA) for my account?

Unfortunately you are not able to disable 2FA, as we enforce all the students to enable this function for security purposes.

If you are having problems, please contact our customer services and tell us what you are entering into the system and any error messages that you receive, particularly what you see after entering the verification code.

I would like to delete my account.

Please be advised that once your account has been erased, you will no longer be able to access your documents provided by your institution. If you would still like to have access to your documents, you could change your communication settings which means you will no longer be in receipt of communication from us going forward.

Before you continue, please check the details of our Data Request service. If you would like to delete your account and erase your data, please submit our online data request form and select Data Erasure as the request type.

How do I access my Verified Documents?

To access your Verified Documents, please do the following after logging into your account:

  1. Click on University Services on your left side navigation menu, or see the My Documents widget close to the top of your user account homepage.
  2. Click the View button to open your document in a separate browser tab.
There seems to be no Verified Document available / it is incorrect.

Unfortunately, we are not actively involved in the content creation of your documents and have no information from our partners regarding their data update timelines.

This type of query is best directed to your institution support staff.

Find institution contact

Why my document is pending or revoked?

A pending document means that it has not yet been issued by the institution, as they first need to wait for the exam board to approve all your latest module results. Once the document is uploaded, you will be notified about the upload via automated email notification, and you can then log in to view and share your document.

If your document has been revoked, this implies that there has been an error with it and your institution will be re-issuing a fixed version shortly. Your request is therefore best suited for your institution support staff or student records office, who will be able to advise when they will be re-uploading it.

If you have any specific questions regarding the document release timelines or document content, it is best to check your institution's document pages, and to contact your institution document support staff, who will be able to advise when they will be issuing your documents.

Find institution contact

How do I share my Verified Documents?
  1. Log into your Gradintelligence account.
  2. Click on University Services on your left side navigation menu, or see the My Documents widget close to the top of your user account homepage.
  3. Click the Share icon.
  4. Specify the restrictions of your sharing request and the recipient's contact details, and then click Continue.
  5. Click the Share Now button on the next page after confirming the share details. That will send an email with Verified Document access token to the recipient's email address, so that they can securely view your document.

Unfortunately, you cannot exceed the HEAR sharing limit further than 90 days, you can however inform the institution/third party that they are able to print your Digital Document and access it in paper form.

I created an account but cannot see University Services.

If you cannot see University Services in the left hand menu within your account, you may have created a self-registered account. Unfortunately, you will not be able to see the document via that account, because it is not supported by your institution. To be able to see your institution verified documents, you need to log into an institution-registered Gradintelligence account.

If you are unsure whether or not you have an institution-registered account, please try to find your account using our account recovery process. Once your institution-registered account is found and activated, you could consider merging your self-registered account into it in order to transfer and combine the data.

If you believe that your institution has not registered an account for you, please contact your institution for further assistance. Otherwise, please contact us with your full name, date of birth, and institution details (institution name, email address, and student ID).

Find institution contact

Can I share my digital document with WES (World Education Services)?

Yes, if your institution is one of our partners then you can share your HEAR (or other digital document) with WES using the share process above.

The email address to use when sharing your document with WES is For more information regarding sharing your documents with WES, please visit

Is my institution partnered with Gradintelligence?

For information on which institutions we are partnered with please see our Education Providers page. If your institution is not listed but you think you have a university registered account with us, please contact us.

What certified documents can I get through accessing Gradintelligence?

The most common document type is the Higher Education Achievement Report (HEAR), which is a national data standard for recording all your verified academic and extracurricular achievements recognised by your institution.

Some institutions issue Transcripts, European Diploma Supplements, Records of Agreed Results and other similar documents instead of, or in addition to, the HEAR. Some institutions are also starting to implement digital Degree Certificates and Diplomas, which can also be produced and hosted through our platform. It is also possible to issue supporting documents such as Council letters, Confirmation of Student status and other types of verification documents.

What else can I do with my Gradintelligence account?

Through your Gradintelligence account your digital documents can be shared securely with any employer, institution or other third party as a verified record of your achievements in higher education.

You can also share your personal profile on which you can articulate your achievements, skills and experiences. You will have free access to a suite of sophisticated online assessments which you have the opportunity to complete and include on your profile.

Finally, you can also be matched with employment or education opportunities that line up with your preferences, personality type, experience, skills, and verified academic and extracurricular achievements. In addition to this, you can browse further study and employment opportunities on our job board!

How do I send in my suggestions and comments about your system and services?

Please leave us a message via our contact us form. We will greatly appreciate any feedback!

What is opportunity matching from Gradintelligence?

Our matching services connect you with opportunities you meet the requirements for such as graduate schemes, placements, and further study courses. This is an optional feature of your Gradintelligence account which can use the information provided by yourself and your institution to match you with opportunities in line with your preferences.

Our data driven matching approach means that rather than looking for opportunities or hoping they find you, recruiting institutions and employers can target you based on your suitability. Our matching algorithms are intelligent, as a result you will only be contacted if you meet the requirements of an opportunity - ensuring that any time invested in applying for the role will be time well spent.

You can decide whether you want to be matched with opportunities of different types. This is done within the Preferences area of your Gradintelligence account. Your preferences can be updated at any time and you can also decide how you are contacted for opportunities, for example by email and/or SMS.

How do I get further information on an opportunity that has been sent to me?

To find out more information about this opportunity, please login to your Gradintelligence account and review the opportunity details. If you like the sound of it, accept your tag and apply quickly and easily via your account. If it's not for you, decline the tag. This engagement will assist you in being matched to opportunities better suited to you in the future.

You can find contact details within the opportunity, in order for you to request further information.

How do I change my opportunity preferences to better suit my profile and indicate which kind of opportunities are best suited to me?
  1. Log into your Gradintelligence account.
  2. Navigate to the Employment or Further study tabs within the My Opportunities section of the left side menu.
  3. Look through the individual opportunity types and adjust your preferences as you see fit.
  4. Decline any tags or saved applications which you are no longer interested in pursuing and make sure to complete and submit those that you wish to be considered.

Going step by step through these settings, you can specify what exact types of opportunities you would be interested in.

How do I change my communications preferences for receiving emails and SMS?
  1. Log into your Gradintelligence account.
  2. Click on the cog icon in the right corner of the top menu bar and select the User Settings option.
  3. On the Settings page, select the Communications settings option and update your preferences for how you wish to receive updates and notifications regarding system and document updates, opportunities matching and marketing communications from our service partners.
  4. Save your updated preferences.

If you require additional assistance, please do not hesitate to contact us.