Enrolment issues
If you see an error message when trying to enrol, this information explains why, and who can help you.
If you last studied with us some years ago, and your details haven’t been added to our new system, you may experience an issue with signing in to Pūaha, our application portal.
We’re making changes to prevent these issues from happening in the future. If you do have problems, here’s what to do if you have issues with:
Forgotten or inaccessible account
You might have problems signing in to Pūaha if you previously studied at the University but don't remember your account details. You might also get an error message when trying to access your former student (myvuw) account.
Action to take
Contact the Service Desk for help by emailing servicedesk@vuw.ac.nz or calling (04) 463 5050 and they will update your details in our system.
Microsoft 'pick an account' message
Error messages
"Sorry, but we're having trouble with signing you in" or "Pick an account"
You may see one of these messages if:
- You are a returning student who hasn’t studied with us since 2019.
- Your computer or your web browser is already logged in to a Microsoft program using a different account.
Action to take
Log out of all your accounts and clear your web browser's cookies.
Alternatively, you can open an incognito or private browsing window and sign up or log in using:
- Your student (myvuw) account if you're a current or former student.
- A personal email address if you're a new student who has not yet enrolled.
Email address has already been used in Pūaha
Error message
"This email address has already been used to register an account. Please go back to the previous page and log in."
This message indicates that the email you're using to sign up with is already connected to an account in the University's system.
You may see this message:
- If you are a current (or newly enrolled) student who has already has an account.
- If you are a current student, but you're using your personal credentials (Gmail or Facebook) to log in.
Action to take
Go back to the previous page and log in using your existing student (myvuw) account.
If you’ve forgotten your student (myvuw) account details—or definitely don’t have an account—contact the Service Centre by emailing info@vuw.ac.nz or calling 0800 04 04 04.
Using Pūaha as university staff
If you're a staff member applying to study at the University, you'll need to create a new personal account in Pūaha:
- go to Pūaha
- select the third option—'Sign up with email or social account'
- on the next screen, use the 'Sign up now' link (ignoring the email and password boxes)
- use your personal email address or social media account to create a new account
- follow the step-by-step instructions for creating a new account.
When you come back to Pūaha, you will need to use a private browsing window (an incognito window in Chrome). This should prevent the University's single sign on system trying to log you in to the portal with your staff username and password.
Duplicated account in Pūaha
Error message
"You cannot be authenticated due to duplicate credentials."
You may see this message if you are returning student who last studied with us before 2019.
Action to take
Contact the Service Desk for help by emailing servicedesk@vuw.ac.nz or calling (04) 463 5050.
User account doesn't exist in Pūaha
Error message
"User account @myvuw does not exist in tenant"
You may see this message if you are a returning student.
Action to take
- If your last year of study at the University was 2019 and your account was connected to the enrolment system in October 2022, try logging in again.
- If your last year of study was before 2019, or you are still unsuccessful in your attempts to log in, contact the Service Desk on (04) 463 5050 and they will add your details to the system.
Incorrect major or degree listed in enrolment
Problem
You have applied through Pūaha to study a new qualification, major, or degree—and your old programme of study is still showing in the enrolment system.
New students
If you're applying to study with us for the first time, and have received confirmation that you've been accepted into a new programme of study (whether it is open- or limited-entry), follow the instructions on the My Programme page to refresh your programme information. If you don't then see the correct programme listed, contact our Service Desk on (04) 463 5050.
Returning students
If you're a current or returning student, you can change to an open-entry qualification or major by speaking to your Student Success Adviser. If you want to change to a limited-entry programme of study, you'll need to apply for a place in that programme through the Pūaha portal.
Action to take—limited-entry programmes
Our postgraduate qualifications and some of our undergraduate programmes of study have specific entry requirements. This means that your application needs to be assessed by academic staff before you can be offered a place. We will email you with confirmation that you've been accepted into a limited-entry qualification or major—the programme of study shown in the enrolment system won't be updated until we've accepted your application.
Action to take—open-entry programmes
- If you're a current student and you've been enrolled in 2021 or 2022, contact your Student Success Adviser to discuss the change. You should complete your enrolment application with your intended courses while we review your request.
- If you're a future student, you should request a change in programme via the 'Change programme' tab in Pūaha. You should complete your enrolment application with your intended courses while we review your request.