Frequently Asked Questions

You can submit your request using this form.  

We aim to activate your account within the next ten working days. Once this is done, you’ll receive an automatic email from us with your login details. Please make sure to check both your inbox and spam folders.

You can submit your request using this form. 

We aim to send you a password reset email within the next ten working days. Please make sure to check both your inbox and spam folders. 

It is unfortunately not possible to set up forwarding for emails from the Imperial student email to external accounts such as the alumni email address (which is hosted by Google).  

If you wish to enquire about backing up the contents of, or accessing your student account, please contact the ICT Helpdesk on +44(0) 20 7594 9000 or log a ticket on the ASK Customer Portal (External login), details can be found here on the Imperial webpage.

Please contact the ICT Helpdesk on +44(0) 20 7594 9000 or log a ticket on the ASK Customer Portal (External login), details can be found here on the Imperial webpage.

Did you try registering with your personal email address on the External Customer Portal? This would allow you to log your ticket.  

Calling ICT would be your best and quickest option. They also have an out-of-hours helpdesk that can be contacted by calling their usual telephone number +44(0) 20 7594 9000. You will be transferred to an out-of-hours team that operates from 18.00 until midnight. 

You can find your CID on communications from the Alumni Engagement Office. For example, it could be found on the top right corner in the emails we send you. 

If you are unable to find it, please contact alumni@imperial.ac.uk with your full name, date of birth, subject of study, Department, entry year, and graduation year so we could find it for you. 

Please update your contact details using this form.

Please email alumni@imperial.ac.uk with your CID to unsubscribe from the Imperial Magazine. 

Please update your communication preferences using this form.

Congratulations on reaching your milestone year! You can submit your milestone pin request using this form. Once completed, we will send out your pin in the next batch.

Please contact us on alumni@imperial.ac.uk with your CID number so we could look into this for you. 

Please request a Plexus account via this webpage.

We aim to set up your account within the next 10 working days and you will receive an automatic email with access instructions. 

If you know the email address that your Plexus account is linked to, please use that email address on the login page, and select “Reset Password” to update your details.  

If you don’t remember the email address that your Plexus account is linked to, or that email address has expired, please submit the activation form.

If you graduated before 2007- All Imperial College London degrees awarded prior to 2007 were conferred by the University of London. As a result, you are advised to contact the University of London directly to request a replacement degree certificate.   

Replacement certificate enquiries are handled by the Diploma Production Office. You can contact the Diploma Production Office via: Email: diploma.enquiries@london.ac.uk; Telephone: +44 (0) 207 862 8303. 

If you graduated between 2007 and 2020- To request documents relating to your studies at Imperial College London, please complete the Alumni Document Request Form. The form can be accessed via your Imperial email address and password. If you no longer have access you will need to register online. Once you have registered, you will be able to access the Alumni document request form from the ASK customer facing service portal.  

Do you have an urgent request? You can contact the Student Records team by email at student.records@imperial.ac.uk or by telephone on +44 (0) 207 594 7268. 

If you graduated after 2020- you can request your documents through the My Imperial website by selecting the Request Documents option. Alternatively, log in to the e-documents portal to access your documents.  

Should you need additional support, you can contact the Student Records team by email at student.records@imperial.ac.uk or by telephone on +44 (0) 207 594 7268.   

For any other questions about your certificates/ transcripts, please contact the Student Records team by email at student.records@imperial.ac.uk or by telephone on +44 (0) 207 594 7268. The Alumni Engagement team does not have authority over transcripts or certificates. 

Access to your student accounts and services begin to deactivate 90 days after you have left the College.   

If you wish to enquire about backing up the contents of, or accessing your student account, please contact the ICT Helpdesk so they can assist you. You can contact the ICT Helpdesk on +44(0) 20 7594 9000 or log a ticket on the ASK Customer Portal (External login), details can be found on the Imperial webpage.