Password Reset FAQ

Purpose 

 

To provide step-by-step guidance for resolving login issues encountered when accessing the NCFE Hub to apply for additional qualification approval. 

 

Common Issue 

 

Users report that their credentials are not recognised when attempting to log in to the approval Hub, despite having active access to the NCFE Portal. 

 

Root Cause 

 

The NCFE Hub uses a different registered email address for authentication than the one typically used for the main NCFE Portal. The approval process often requires the centre’s designated contact email (e.g. quality@...) rather than a named personal work address. 

 

Resolution Steps 

1. Verify Centre and User Details 

- Confirm the following with the user: 
  - Centre name and number 
  - Full name 
  - NCFE Portal login email address 
  - Any alternative email addresses linked to the centre 

2. Identify the Registered Email for Approval Submissions 

- Access the centre’s record in the CRM or Admin Portal 
- Locate the registered contact email designated for qualification approvals 
- This is typically a departmental or quality assurance email address 

3. Guide the User to Reattempt Login 

- Instruct the user to: 
  - Use the correct registered contact email address (not their Portal username) 
  - Enter the same password used for the NCFE Portal 
- Reinforce that the credentials are valid if Portal access was successful 

4. Address Redirection or Looping Issues 

- If the user is redirected back to the NCFE Portal after attempting to log in: 
  - Ask them to look for a prompt such as "Allow" and ensure it is clicked 
  - This allows the system to authenticate across integrated applications 

5. Confirm Successful Access 

- The user should be able to access the Hub, view their basket, and proceed with the approval form submission 
- Ensure the qualification is visible and the application process can continue 

 

Agent Reminders 

 

- Avoid password resets unless absolutely necessary 
- Focus on verifying the correct email address first 
- Stay calm and patient — this is a common scenario with a straightforward fix 
- Escalate only if access fails despite using the correct registered email and password 

 

Resolution Outcome 

 

Once the correct email address is used, login to the Hub should succeed and the qualification approval application can proceed without further issue.