Get help with using the University Card Service

Submit an 'Add or remove a user in your card team' service request [MS Forms]

Submit an 'Update my card team's details' service request [MS Forms]

1. Read the information about the new Card Service
2. Read the help guide for HR users

Speak to colleagues

1. Direct the applicant to help for Card applicants 
2. Provide requested guidance to the applicant 

Speak to colleagues

1. Check the status of request in the Card Request Management app – ensure it has been saved in ‘Card applicant to complete’ status (i.e. not saved in ‘Draft’) 
2. Confirm the email address that they are checking is the one in the form request 
3. Ask the applicant to search their mailbox (the email subject is “University of Oxford - ID Card”; the first paragraph of the email is “Welcome to the University of Oxford. Please follow the instructions below to apply for your University of Oxford identification card.”) and look in the Junk Mail / Spam folder 

1. Check they are using the right URL (provided in the automated email that they received)
2. Check they got the email with login details 
3. Check they are entering the login details correctly – and using the correct email address 
4. If it seems the onetime password has expired, cancel the current card request and create a new request. Check the applicant is able to login using the new credentials they receive via email

1. Confirm they have logged in first 
2. Check they are using the right URL 
3. Check if the app is working for you 
4. Check status.ox.ac.uk (opens in a new tab) for reports of known issues:
   • see ‘Small business solutions (Dynamics Apps)’ [under ‘Professional Services and University administration’ section] 
5. If the error is about data validation then guide them through the process

1. Check that the request is in 'Awaiting HR review' status and contains the expected information. If it is, process the request as usual.
2. If the applicant states they have submitted the request but the request is in 'Card applicant to complete' status and the request does not contain the information provided by the applicant, ask the applicant to attempt to visit the online form again. 
   • If they can view the form (i.e. they don't see an 'In progress' message), the form has not been successfully submitted and the applicant needs to complete the form and click 'Submit Card request'.
   • If they cannot view the form (i.e. they see an 'In progress' message), escalate the issue.

1. Check that you can access other websites. Contact local IT if you cannot access websites.
2. Check status.ox.ac.uk (opens in a new tab) for reports of known issues:
   • see ‘Small business solutions (Dynamics Apps)’ [under ‘Professional Services and University administration’ section]
3. Check that you are accessing the URL for the app: https://unioxford.crm11.dynamics.com/ (opens in a new tab)
4. Check that you are using the correct login details (i.e. check that you are using your SSO credentials)

1. If you are a new user, then check that an access request has been submitted and completed 
2. Check that you are accessing the URL for the app: https://unioxford.crm11.dynamics.com/ (opens in a new tab) 
3. Check status.ox.ac.uk (opens in a new tab) for reports of known issues:
   • see ‘Small business solutions (Dynamics Apps)’ [under ‘Professional Services and University administration’ section]

1. Read the help guide for HR users 
2. Check status.ox.ac.uk (opens in a new tab) for reports of known issues:
   • see ‘Small business solutions (Dynamics Apps)’ [under ‘Professional Services and University administration’ section]

1. Check the application record in the app, make sure that it shows as submitted 
2. Check the card request is complete: 
   1. Go to ‘Card requests’;  
   2. Go to ‘Completed requests’ view;  
   3. Check that the card request is in the list of completed requests (i.e. status is “Card created” or “Virtual access issued”)