I am having issues accessing and logging into Edexcel Online (EOL).
FAQ
For Edexcel Online (EOL) users, we have introduced multi-factor authentication (MFA) on your account. This will increase the security of your accounts to protect learner data.
To sign in, you will still go to https://userportal.pqs.pearsonprd.tech/. You will be asked to enter your Edexcel Online credentials, and once you click sign in, you will be prompted to enter a verification code, which can be found within Pearson Authenticator app. The app is needed to complete the sign in process, and you will not be able to access the site without entering a verification code. Details on how to install and use the app can be found within our Pearson Portal Authenticator article.
Please note: Clearing browser cookies and cache – if you have experienced an error, you should clear cookies and cache before attempting to sign in again once the troubleshooting has been completed. This will help ensure that the browser does not remember the previous error. Please see How to Clear Browser Cookies and Cache.
You are using the correct username to request the password for; this must be the email address that is registered for you under your centres Edexcel Online account. Your Exams Officer can check what email address is registered for you and update it if required.
Junk folder in your inbox.
Speak to your IT department and check that the email address, do-not-reply@pearson.com, is not being blocked by your email security.
If you do receive the password reset email but the reset password link does not work, stating that it's expired and you are using it within the 24-hour window, you will need to speak to your IT department. Your email service likely has link protection enabled, which means that your email security will ‘test’ the link to ensure that it is safe, which then means that our systems see it as being ‘used/expired’. Your IT department will be able to update the security to allow that link through without checks.
A: It is likely that your device has removed data from the app to save space/storage – This is common on most mobile devices when an app hasn’t been used for a while. You can disable this feature by following the guidance below.
For Apple Devices (iOS):
Open the Settings app on your iPhone or iPad.
Navigate to App Store.
Toggle off the “Offload Unused Apps” feature. This will prevent your device from automatically uninstalling apps that you haven’t used in a while.
For Android Devices:
Open the Settings app on your Android phone or tablet.
Navigate to Apps & notifications (or similar options depending on your device).
Find the app you want to disable offloading for.
Tap on the app, then select Storage.
Choose Clear cache to free up some space without uninstalling the app.
To prevent automatic offloading, look for an option like “Don’t optimize” or “Keep app data”. This will vary based on your device manufacturer and Android version.
Once you have implemented the above, you will need to contact our Customer Service team to have your account reset so that you can relink your device.
Please see the troubleshooting below for support and guidance to help you resolve specific issues that you may come across if a Pearson site is being blocked by your centres network or firewalls or if the wrong user details are entered when trying to sign in.
Cause of error – This is usually caused by the incorrect username being used when attempting to sign in. Steps to resolve –
The username to sign in must be the email address that has been registered for the user in the centre's Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address is that is registered for you.
Ensure that the browser is not auto-filling in the username and password incorrectly.
Check that you are not using a username for a different Pearson service, such as Active Learn – this is usually your email address with 'AL' at the end.
Cause of error – usually caused by the incorrect username being used when attempting to sign in. Steps to resolve –
The username to sign in must be the email address that has been registered for the user in the centres Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address is that is registered for you.
Ensure that the browser is not auto-filling in the username and password incorrectly.
Check that you are not using a username for a different Pearson service, such as Active Learn – this is usually your email address with 'AL' at the end.
Cause of error - usually caused because Pearson systems cannot authenticate the user details that have been entered to try to sign in. This is usually because the network security or firewalls at your centre is blocking some of the communication to us, which means our system does not recognise the username and/or password being used.
Steps to resolve -
The username to sign in must be the email address that has been registered for you in your centres Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address that is registered for you.
Check that the following websites have been allowed within your centre network/firewalls:
Cause of error - usually caused because Pearson systems cannot authenticate the user details that have been entered to try to sign in. This is usually because the network security or firewalls at your centre is blocking some of the communication to us, which means our system does not recognise the username and/or password being used.
Steps to resolve -
The username to sign in must be the email address that has been registered for you in your centres Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address that is registered for you.
Check that the following websites have been allowed within your centre network/firewalls:
Authentication Failed Warning: You will be locked out after 2 more failure(s)
Cause of error - usually caused because Pearson systems cannot authenticate the user details that have been entered to try to sign in. This is usually because the network security or firewalls at your centre is blocking some of the communication to us, which means our system does not recognise the username and/or password being used.
Steps to resolve -
The username to sign in must be the email address that has been registered for you in your centres Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address that is registered for you.
Check that the following websites have been allowed within your centre network/firewalls:
Cause of error - usually caused because Pearson systems cannot authenticate the user details that have been entered to try to sign in. This is usually because the network security or firewalls at your centre is blocking some of the communication to us, which means our system does not recognise the username and/or password being used.
Steps to resolve -
The username to sign in must be the email address that has been registered for you in your centres Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address that is registered for you.
Check that the following websites have been allowed within your centre network/firewalls:
Cause of error - usually caused because Pearson systems cannot authenticate the user details that have been entered to try to sign in. This is usually because the network security or firewalls at your centre is blocking some of the communication to us, which means our system does not recognise the username and/or password being used.
Steps to resolve -
The username to sign in must be the email address that has been registered for you in your centres Edexcel Online account.
Check with your Exams Officer that you have an Edexcel Online account and/or what the email address that is registered for you.
Check that the following websites have been allowed within your centre network/firewalls:
