Help for card requests

Where to get help while using the University Card service

I want to...

To enquire about a card request that has been submitted to the Card Office, speak to the University Card Office (university.card@admin.ox.ac.uk).

 

First, please read the Resolve an issue section below to see if your query is answered there.

If your problem is not answered, contact the University Card service on card-project@it.ox.ac.uk.

  • If reporting a technical issue, please write out the steps you took immediately before the issue occurred.
  • If possible, please provide a screenshot to help us get to the bottom of the issue quicker

 

Ask the lead user* of the team you need to be added to in the Card Request Management app to submit a request to add a new team member. See the Add or remove users in my card administration team section below.

*The 'lead user' is usually the most senior person in the team that needs to request University cards.

If you are unable to select the correct 'department' (i.e. any department, faculty, centre, affiliated unit or sub-unit that is not a college or Permanent Private Hall) from the 'Department' list in the Card Request Management app, try the following:

  1. Search the 'Department' list to ensure the unit you want is not listed under another name. You can search using the unit's two-digit short code, if you know it.
  2. If the unit is not listed, use the Add a unit to the 'Department' list in the Card Request Management app (opens in a new tab) service request to ask for it to be added.

Note: only units that are recognised as part of the University organisation structure can be added to the 'Departments' list.

 

Resolve an issue

 

  1. Ask the applicant to search their mailbox to see whether the email has been received:
    the email will have been sent from "noreply-card@it.ox.ac.uk"; 
    the subject line contains "University of Oxford".
  2. If the applicant cannot find the email, you can send them their login link again – see steps below.

To find and send the applicant their login link:

  1. Go to the Card Request Management app
  2. Go to the applicant's card request
  3. Scroll to the bottom of the form
  4. In the 'Applicant's sign-in link' field is the URL for the applicant's online card request
  5. Copy the URL
  6. Send the URL to the applicant and ask that when they have accessed the sign-in screen, they use the 'Forgot my password' option to set a new password

Following these steps, the applicant should be able to access their online card request form.

 

To access the online form, the applicant will need to use the sign-in link provided in the email that they received from the card system. When on the sign-in screen, the applicant will need to enter:

  • Username: this is the email address that the invitation email was sent to
  • Password: this is the onetime password provided in the email message (note: the onetime password provided in the email that applicant receives from the card system does not expire)

When the applicant signs in to the online form for the first time, they are immediately prompted to set a new password.

Possible issues

  1. The applicant entered wrong email address (username) into the sign-in screen
  2. The prompt to set a new password was interpreted by the applicant as the onetime password being expired
  3. There is an issue with the sign-in link

To help resolve the possible issues

  1. Ask the applicant to ensure that they have entered the correct email address
  2. Ask the applicant to follow the steps to set a new password. If needed, they can use the 'Forgot my password' option to set a new password
  3. The fastest way to resolve potential issues with the sign-in link is to create a new card request for the new starter, and to cancel the existing request

 

 

Access the Card Request Management app

GO TO DYNAMICS APP MENU

  • Opens in a new tab
  • Login using your SSO
  • Select Card Request Management from the list of available apps