FAQs

Please ensure you are entering your username and password correctly. Your login details for QMplus are your username e.g. ab12345@qmul.ac.uk and the same password you use for all other QMUL services, such as email.

Are you able to log in to your email account using the same credentials?

Try accessing QMplus through a different internet browser if possible. If you are using Internet Explorer, try Firefox or Chrome.

Password Reset Manager

If you think you have forgotten your password, you can reset it by visiting the password reset manager. Be aware that resetting your password will reset it for all QMUL services, not just QMplus.

If you are still having issues then please check your MySIS enrolment details to ensure that you have correctly enrolled. If your MySIS information is correct and you have completed all of the enrolment steps, then please contact the AskQM team. Try to provide as much information as possible about the problem. Screenshots of what you are seeing are very helpful along with details of the internet browser you are using and where you are experiencing the problem from. Are you using a laptop and Wi-Fi? Are you on campus? At home? In another country? Giving as much information as possible will enable the support team to investigate your problem quickly.

When I try to log into QMplus it says my account is suspended [edit]

If you see a message similar to:

"You have logged in successfully but your account has been suspended in Moodle."

this usually means QMplus has received information indicating there may be an issue with your student record.

Common reasons can include:

Registration not yet completed
Outstanding fee-related issues
Compliance or document checks still in progress
Progression or eligibility queries
Changes to your student status
No current module registrations

Because QMplus student access is controlled automatically using information from the University's student records system, QMplus support staff are often unable to permanently remove these suspensions.

Please work through the following checks.

Step 1: Check Your Registration Status

Many new students receive their Queen Mary IT account details before their enrolment has been fully completed.

If you have recently:

Accepted an offer
Completed online registration
Submitted documents for verification
Paid fees or are waiting for fee confirmation

your enrolment may still be processing.

Please check your registration records on SITS/MySIS. If your enrolment status is Enrolment Pending Verification or another incomplete registration status, access to QMplus and other Queen Mary systems may not yet be available.

What should you do?

Complete any outstanding registration requirements and allow time for your account to be updated across University systems.

Step 2: Wait for System Updates

Access to QMplus is linked to information held in the University's student record system.

Once full enrolment has been completed, account updates are usually processed automatically. This can take up to 72 hours before access to QMplus becomes available.

Even if you have completed your registration, the creation and update of accounts across all QMUL systems is not always immediate.

What should you do?
Please allow up to 72 hours after completing enrolment before reporting a login issue.

Step 3: Contact Student Registry

If you have already completed registration and more than 72 hours have passed, or you believe your registration is correct, please raise this issue through AskQM (suggested: select 'Programme and Module Support' for the 'Enquiry category' and then 'QMplus' from the sub-category)

Staff at AskQM can check your student record and advise whether there is an issue preventing access.

What should you do?
Visit: AskQM

More information at: AskQM and Registry Services

What Information Should You Provide?

If you need to contact the ITS ServiceDesk team support, please include:

Your full name
Student ID number
QMUL username
The exact error message you receive
The QMplus web address you are trying to access
A screenshot of the error (if possible)
Your SITS/MySIS status or a screenshot of this (if possible)

Providing this information will help us investigate your issue more quickly.

Questions and Answers [edit]

Are you using your QMUL account username and password?

Make sure you are logging in with your official QMUL credentials.
If you have recently reset your password, allow a short time for the change to synchronise across systems

Can you log in to other QMUL services?

Try accessing services such as MySIS or Microsoft 365.

If you cannot access any QMUL services, the issue may be with your account rather than QMplus.
If you can access other services but not QMplus, continue with the checks below.

Have you completed your enrolment?

Check whether:

Your registration has been fully completed.
All required documentation has been submitted and verified.
Any outstanding enrolment tasks have been completed.

If your status is Enrolment Pending Verification, your account access may still be processing.

Have you recently completed enrolment?

Once enrolment is complete, it can take up to 72 hours for your access to be updated across all QMUL systems.

If you have only recently completed registration, please allow additional time before contacting support.

Are your modules showing correctly in MySIS?

If you are not registered on any modules, this may affect your enrolment and access to QMplus course areas.

Do you see a suspension message?

For example:

"You have logged in successfully as 'username' but your account has been suspended in Moodle."

This usually indicates that QMplus has received information from the student records system that requires attention before access can be restored.

Have you checked for any outstanding student record issues?

Access may be affected by issues such as:

Incomplete registration
Fee-related queries
Missing compliance documentation
Changes to your student status
Progression or eligibility queries

These issues are managed by Student Registry rather than QMplus Support.

Have you cleared your browser cache or tried another browser?

Although less common, browser issues can occasionally affect access.

Try:

A different browser
An incognito/private browsing window
Clearing your browser cache and cookies

Why can I log in but still receive a suspension message?

QMplus enrolments are managed automatically using information from the University's student records system. If your student record indicates that registration or another requirement is incomplete, your QMplus access may be suspended automatically until the issue has been resolved.

Can QMplus Support permanently fix this?

In most cases, no. QMplus Support can check your access and investigate technical issues, but if the suspension is being triggered by your student record, the underlying issue must be resolved through Student Registry before access can be restored permanently.

If you have completed all the checks above and are still experiencing problems, please contact support and provide:

Full name
Student ID number
QMUL username
The exact error message received
A screenshot of the error (if possible)
The QMplus page or URL you are attempting to access

If your account appears to be suspended due to your student record, please contact Student Registry through AskQM, as they can investigate registration, fees, compliance, and enrolment issues that may be affecting your access.

Please note: QMplus enrolments are managed automatically through University systems. In most cases, suspensions will only be resolved permanently once the underlying student record issue has been addressed.