| FAQ | Click the options below to expand and view the corresponding support content:
Quick start guide
|
1. Go to the Apple App Store or Google Play Store on your mobile device, search for and install the Pearson Authenticator app. Please note: You cannot use other apps like Microsoft Authenticator.
Apple app store:
Google Play Store:
Please Note: You do not have to register your personal information, such as your name or telephone number, in the app. The only thing that will be stored is your username for the Pearson system you are registering to use it with.
2. Go to the Pearson Portal on your computer and enter your username and password as usual.
3. You will be presented with a QR code. Please do not scan the code with your devices camera yet.
-
- Use the Pearson Authenticator app to scan the QR Code; you can do this by pressing
 at the bottom right of the screen - Select 'Scan QR Code'.
- You can now use your device camera to scan the code.
- You will see a code appear with your username underneath.
Important: You must scan the QR code before clicking 'Next'. If you move on without scanning the code, you will need to contact us so that we can reset your account for you.
You have now registered your Pearson username on the app. You will not need to scan the QR code again unless you change your device or user details.
4. You can now click 'Next' on the screen and enter the passcode.
Passcodes are valid for 60 seconds; they will update in the Pearson Authenticator app every 30 seconds.
5. You have now logged in and can go to 'My Apps' and select the site you want.
Every new login will require a passcode.
|
|
Downloading the Pearson Authenticator app
|
If you have not already downloaded the Pearson app:
1. Before accessing Edexcel Online/Pearson systems on your mobile device, go to either the App Store for iOS devices or the Play Store for Android devices.
2. Search for 'Pearson Authenticator' and press 'Install' to install this to your device:
Please note: The Pearson app may not be the first search result displayed; please make sure the app installed is as shown in the images below. You cannot use other apps like Microsoft Authenticator.
Apple app store:
Google Play Store:
3. The 'Pearson Authenticator App' icon will appear alongside other applications on your device. Open the app:
|
|
Accessing and adding the Pearson accounts using the Pearson Authenticator app for the first time
1. Go to the Pearson Portal and enter your Edexcel Online account 'User Name' and 'Password', click 'Sign in':
2. You will see a 'Next' button, which will show you the QR code needed to add your account to the Pearson Authenticator app.
You should follow the next steps on your mobile device before clicking next to show the QR code:
3. Open the 'Pearson Authenticator app' on your mobile device:
4. You will see the 'Welcome' screen. You can either click 'Next'/'Done' on the following screens: Accounts, Biometric, Apple Watch, or click 'Skip' to finish the registration:
5. Press the '+' icon:
6. Press 'Scan QR Code':
7. The camera on your device will now automatically open. On your browser, click 'Next' to display the QR code (step 2) and place it inside the blue square on your mobile device. The code will scan automatically.
Please Note: You are only required to scan the QR code on the first login; after this, you will only need to provide valid passcodes.
8. After scanning the QR code, Click 'Next'.
Important: You must scan the QR code before clicking next. If you have clicked next before scanning the QR code, close the tab and try logging into a new one; you should get the code again. Should this fail, please contact us so that we can reset your account for you.
9. Your Pearson account will be registered to the Pearson Authenticator app. You'll see the passcode; either copy or make a note of the code.
Please note: Passcodes lasts for 60 seconds; they will update in the Pearson Authenticator app every 30 seconds automatically:
10. Go to the Pearson Portal screen on your computer and enter the passcode, then click 'Authenticate':
11. You will then see the Pearson Portal home page. Click on the 'My Apps' option:
12. You will see various Pearson apps linked to your EOL permissions, i.e., you only see the T Level apps if you have that option ticked in your EOL account.
Click on the 'Edexcel Online' tile:
The EOL home page will then be displayed:
|
Subsequent logins
1. Go to the Pearson Portal, enter your username and password, Click 'Sign in':
2. You will be asked to enter the 'Authenticator App Passcode':
3. Open the 'Pearson Authenticator app' on your mobile device:
4. You will see a passcode under the Pearson account; copy or make a note of this code.
Please note: Passcodes lasts for 60 seconds; they will update in the Pearson Authenticator app every 30 seconds automatically:
5. Go to the Pearson Portal screen on your computer and enter the passcode, then click 'Authenticate':
6. You will see the Pearson Portal home page. Click on the 'My Apps' option:
7. You will see various Pearson apps linked to your EOL permissions, i.e., you only see the T Level apps if you have that option ticked in your EOL account.
Click on the 'Edexcel Online' tile:
|
FAQs/Troubleshooting
Please click the question below to expand the section and view the corresponding answer:
1. I have a sign in error?
A: The only change which appears after successful login with EOL credentials is the page after login. The authentication piece has changed from submitting a One Time Password (received to their email) to submitting a Passcode received via the Pearson Authenticator app.
Any issues/error messages with logging using your username and password will not be related to the authenticator app. If these errors occur please see the guidance on the article Edexcel Online: Access And Logging In Troubleshooting.
|
2. I have clicked next and haven’t scanned the QR code – What do I do?
A: Close the tab and try logging in to a new one - You should get the QR code again. Should this fail, please contact us for further assistance.
|
3. I can't see the QR code to scan.
A: If you have used another Authenticator app accidentally, like the Microsoft Authenticator, you will need to remove the account from it. Go to settings on the wrong app, and you will see an option to remove accounts. If you don’t use the app for anything else, it would be best practice to delete it from your device. Once you have downloaded the Pearson Authenticator app from your app store, log back into Edexcel Online and scan the QR code when prompted. If you have you used another device previously with the Pearson Authenticator app, you will need to contact customer services for the access to be reset.
|
4. I am getting an account locked message, what do I do?
A: You will receive this message if you have entered the incorrect EOL credentials more than 4 times, or you have entered the wrong passcode 3 times. This is only a temporary block and will allow you to try again after 15 mins. After 15 mins, if you are still getting the message, please reset your password and wait another 15 mins before trying to log in. If you are still getting the message, please contact us.
|
5. Wrong passcode entered/Not accepting code - keeps refreshing
A: If you enter an incorrect/expired passcode, the screen will refresh back to the empty box, waiting for a valid code. There are 2 main reasons that the code won't work. Ensure that you are using the Pearson Authenticator app and not another, such as Microsoft Authenticator. Other apps may scan the QR code and generate codes, but the codes won't work. Pearson Authenticator is in the Play Store here or the iOS App Store here. The code also won't work if your mobile device isn't set to the correct current time in your timezone. If it is more than 30 seconds out of sync, the codes won't work. You can fix this by going into the device settings and selecting the 'set date/time automatically' option, or if it's already on, toggle it off and back on again to trigger a refresh. Then try again.
|
6. I am using the wrong app; what should I do?
A: Go to settings on the wrong app and remove the account. If you don't use the app for anything else, it would be best practice to delete it from your device. Once you have downloaded the correct app from your app store, log back into Edexcel Online and scan the QR code when prompted.
|
7. I am an apple user and am trying to download the app from the store. I can see the Pearson app, but it's not allowing me to install.
A: Apple users need to have IOS 12.0 or higher installed. Any device older than a 6 can not install IOS 12, so an alternative device will be needed. Help on finding the version can be found here.
|
8. What are the minimum smartphone requirements to be able to run the app?
A: The minimum requirements to run the app are:
- iOS/iPadOS 12.0 or later
- macOS 11.0 or later and Mac with Apple M1chip
- Android 6.0 or later
|
9. What do I do if centre staff do not have a smart phone?
A: All individual Edexcel Online users will need their own device from which they can operate an authenticator app. Individuals without a smartphone will need to consult with their leadership to agree how they can support with this mandatory requirement.
|
10. There is no signal in the centres location?
A: Once installed (this can be done from anywhere (over any wifi)), the authenticator app does not need a signal. The Pearson Authenticator App creates time-based one-time passcodes (TOTPs) that you can use to verify your account without needing access to the internet or a mobile network.
|
11. I shouldn't be expected to have work apps on my personal device?
A: The Pearson Authenticator App does not harvest/use any personal data from a device. This includes the phone's telephone number. If you are still uncomfortable using your personal device, then you should consult with your leadership team to agree how they can support you with this mandatory requirement.
|
12. I have a new mobile phone. What do I need to do to link this to my account?
A: If you have used another device previously with the Pearson Authenticator app, you will need to contact us for the access to be reset.
|
13. I have a new device and can’t scan the QR code to set up the app. What do I do?
A: You will need to contact our Customer Service teams to reset your account, which will allow you to link your account to your new device.
|
14. Will the app be replacing the OTP via email?
A: The app replaces OTP via email and provides centres with enhanced security.
|
15. You have only just introduced authentication via email, why change it again?
A: The introduction of OTP by email was the first step in a series of changes to improve security. We received feedback from customers that the email solution was proving challenging for some, owing to centre spam filters slowing the delivery of OTPs, which may have expired by the time of receipt. The app-based approach removes this delay and also further enhances security as we work to better protect both centres and the exams system from cyberattacks.
|
16. Will all new Edexcel Online accounts use the app based authentication?
A: All new EOL accounts will automatically be activated for app-based authentication.
|
17. Can you provide some more information please on what security this is providing?
A: As a result of the OTP being delivered to a separate device to the desktop being used to access Edexcel Online, and because the separate device requires either a passcode, touch ID, or face biometrics to access it, this provides significantly enhanced security.
|
18. You mention deliberate attacks on colleges, do you have examples and information on this please?
A: Examples of attacks on schools and colleges are well documented on the internet. Here's an example of a recent article covering this: https://www.itsecurityguru.org/2023/09/06/schools-back-cyberattack-navigating-cyberattacks-in-the-education-sector/
We are aware of at least one school who, following a cyberattack, had to delay the start of term by six days in September 2023. We are keen to ensure we do all we can to help minimise this kind of disruption for schools, colleges and your students.
|
19. Is it possible to have TOTP authenticator installed and synchronized across multiple devices for the same account/user?
A: At the moment, we will only allow one device per user to be used to authenticate the account.
|
20. Is it possible to use TOTP authenticator on the same device for multiple accounts/users?
A: Yes, you can add multiple accounts/users.
|
21. Does the app collect personal device data?
A: We do not receive any of your device information. The app does not require a name or a mobile number to use it.
|
22. Troubleshooting articles
|
|
Did you know?
To see a larger version of this image and to activate the links included, please click on the image and download a copy of the PDF to your device.
|
|
|
|---|
