Reporting problems

When using Edexcel Online, you are accessing live information held by Edexcel for your centre. If you find that information is missing or incorrect, this may indicate a problem with the receipt or processing of information that you have sent to Edexcel, rather than a problem with Edexcel Online itself.

For example, if you are searching for entries on Edexcel Online and they are not showing, this is probably because the relevant entry form or EDI file containing those entries has, for some reason, not been processed. In these situations, you may be able to find out why the information is missing by using Edexcel Online itself. In the example above, you could check the ‘Tracking’ menu to see if the relevant form or EDI file has been received.

Where you have a problem and are unable to resolve it yourself, please call our Online Customer Services team on 0844 576 0024 (or +44 1204 770 696 if you are an international centre). Try to give as much information as you can to help us resolve it for you, such as details of the menu option you were using, what you were querying and any messages that were displayed that you think are relevant. 

We will do our best to resolve your problem, but it may be that you will need to contact IT support at your centre if we determine that the cause of the problem is not at Edexcel.

We welcome any feedback you may have about the site. Perhaps you find an area difficult to use, or think that important features are missing. You may just want to let us know that you like Edexcel Online! While we may not be able to satisfy every request, it is important to us that the site is developed to meet your needs.

To contact us about the site, please telephone Online Customer Services on 0844 576 0024. Alternatively, you can submit feedback electronically via our online customer enquiry system, Ask Edexcel.