FAQ: I can’t log in

Staff Student

Follow the guidance below to troubleshoot login issues for Moodle and our other digital learning platforms. The guide starts with general troubleshooting methods. Platform specific guidance can be found further down the page.

First steps

Try these troubleshooting steps first to help with login issues. If you’re still having problems check our platform specific guidance, or raise a support ticket

Expired or forgotten password?

If you’ve forgotten your password or it’s expired, you can reset it by following the guidance below:

Students

Students can reset their UAL password using the Password Self Service tool.

Select ‘Forgotten Password (Students)’.
You will be sent an email to your personal email address containing a link to set a new password.

Staff

Staff can reset their UAL password by following the detailed steps on Canvas: Password Reset

Problems?

If you can’t reset your password contact the IT Service Desk on ext: 9898 or +44 (0)20 7514 9898. Lines are open 24/7, 365 days a year.

Try an incognito window

If your password is correct, but you’re still having problems logging in, you can try using a private or incognito browser. This will ignore any saved password information, and you’ll be prompted to enter your login details again.

To open a session follow the steps for common browsers below:

Chrome

Google Chrome’s private browsing feature is called Incognito mode. Switching it on will prevent your browsing history, cookies, site data and any information you enter into forms from being saved to your device.

Open Chrome
Select the three dots to open the menu
Choose ‘New Incognito window’

You can use the shortcut Crt + shift + n on Windows or Command + shift + n on Mac to open an Incognito window.

Firefox

Like Chrome, Firefox’s Private Browsing feature will automatically erase any passwords, cookies and history from your computer.

Firefox also goes a step further by offering tracking protection to block websites and ads from attaching hidden trackers that collect your browsing info and weigh down your browsing speeds.

Open Firefox
Click on the three line menu
Click ‘New Private Window’

You can also use the shortcut Ctrl + shift + p to open a Private Browsing window in Firefox.

Safari

Apple has a private browsing feature of its own in its Safari browser. This feature prevents your Mac, iPhone or iPad from saving a record of your browsing history or sharing those websites with your other Apple devices.

How to open a Private Browsing window in Safari:

Open Safari
Select ‘File’
Select ‘New Private Window’

You can also toggle between Private Browsing and regular browsing on your iPhone by tapping the tabs icon, and then ‘Private’.

Change browser

Try opening a different browser, and then try logging on.

Download Chrome, Firefox or Safari if you do not already have these installed

Clearing browser cache

Chrome

On your computer, open Chrome.
At the top right, click More .
Click More tools. Clear browsing data.
At the top, choose a time range. To delete everything, select All time.
Next to “Cookies and other site data” and “Cached images and files,” check the boxes.
Click Clear data.

Firefox

In the Menu bar at the top of the screen, click Firefox and select Preferences. …
Select the Privacy & Security panel.
In the Cookies and Site Data section, click Clear Data….
Remove the check mark in front of Cookies and Site Data. …
With Cached Web Content check marked, click the Clear button.

Safari

From the home screen, Select Settings > Safari.
At the bottom of Safari’s settings screen, Select Clear cookies and data or Clear Cookies and Clear Cache.
Confirm when prompted.

Still having problems?

Raise a ticket using MySupport:

Please log into My Support
Select Student Support

Select Digital Learning Support

Select Raise a Ticket

Choose the platform and then fill out the form, adding as much information, screenshots and links as you can.

Click on the Raise Request button.

Our Platforms

Find guidance to help with login issues for each of our platforms below.

Moodle

Moodle uses Multi Factor Authentication (MFA) for user login. This adds an extra step to your login process using an authentication method: usually an app, or sms message.

MFA setup

If you haven’t set up MFA for your UAL account before, you’ll need to register.

Follow the steps in the MFA setup guide to get started: Multi-Factor Authentication

MFA login problems

I can’t see the 2 digit code on my phone

One-time passcodes are an alternative to the 2-digit response code. If you’re having issues receiving the 2-digit response codes:

A 6-digit, one-time passcode will be displayed. Enter this code as your verification.

Select the option ‘I cannot use my Microsoft Authenticator app right now.’

Then choose ‘Use a Verification Code.’

Open your Microsoft Authenticator app and select your account for University of the Arts.

Logging out of MFA sessions

Open Microsoft 365 from the browser you usually use to access Moodle

Click your name in the bottom left, then click the Sign out link

Managing multiple Moodle accounts

Read our guide Moodle: Using multiple accounts with MFA for advice on using more than one Moodle account with MFA enabled.

Guest login to Moodle

For accounts not set up to use MFA, use the Guest login link on the Moodle homepage

The Moodle login screen, with the Login as guest link highlighted

Padlet

Make sure you’re accessing the correct Padlet site when logging in.

UAL Padlet

The UAL Padlet site (artslondon.padlet.org) uses your UAL login details.

Click Log in with Microsoft and enter your UAL username and password

Padlet.com

There is also a free Padlet site (Padlet.com) that you can register a personal account for. This is not connected to your UAL login details.

For login issues with Padlet.com, use Padlet support

Miro

Miro accounts are owned by individual users and not connected to your UAL details.

This means your Miro password could be different from your current UAL password if you’ve registered using your UAL email address.

If you can’t login, follow Miro’s troubleshooting guide to reset your password.

If you’ve used your UAL email address to register for the account, don’t forget to check your Other mailbox tab and the Junk folder in Outlook.

Assessment Feedback

Assessment Feedback uses your UAL username and password.

If you can’t log in, follow the general troubleshooting steps above

MyBlog

MyBlog uses your UAL username and password.

If you can’t log in, follow the general troubleshooting steps above

Workflow

Workflow uses your UAL username and password.

If you can’t log in, follow the general troubleshooting steps above

Panopto

Panopto uses your UAL username and password.

If you can’t log in, follow the general troubleshooting steps above

Platforms not included

We do not support Microsoft applications, SITs, CELCAT and Student App. If you are having issues logging into any of these please contact the IT Service Desk on ext: 9898 or +44 (0)20 7514 9898. Lines are open 24/7, 365 days a year.