Problem
You are using different account to view the ticket from the email account you submitted inquiry/ticket. For example, you are using example@hotmail.com (personal account) to request a ticket and you are trying to view it using tp0xxxxxx@mail.apu.edu.my (student account) or other personal account.
Solution
Students are advised to use their student email to communicate with the University. As they can use the same student email credential to login to Virtual Help Centre.
Unless students are having trouble (account locked or forgot credentials) using their student email then, they are requested to use their registered personal email with University and sign up on Virtual Help Centre.
Parents or Guardians will need to sign up on Virtual Help Centre to view and follow up on their ticket requests to University, since they will be using their personal email. Following are the steps to sign up to Virtual Help Centre.
Step 1 - Go to Email Notification received in your inbox about the ticket opened, click on View & Reply Ticket.
If you see the same screen as shown in the problem section above then, most probably you are logged in to Virtual Help Centre with different account from the account you opened ticket/send inquiry. You will need to log out from that account first then try Step 1 once again.
Step 2 - Click Send Link after redirected to the Virtual Help Centre.
If you are not redirected to a sign up page then, click here - Sign Up - Virtual Help Centre
Step 3 - An email will be sent to your mailbox. If you can’t find it, check your Spam/Junk mail folder.
Step 4 - Click Sign up to get redirected to the Virtual Help Centre sign up page.
Step 5 - Enter your Full name and Set your Password for the Virtual Help Centre account. Click Sign up.
You have successfully registered your account on Virtual Help Centre .
You may want to read more about Virtual Help Centre -