Student Service Centre Frequently Asked Questions

Browse the topics below to find what you're looking for. If we can't answer your question here, please contact us and we'll be happy to help!

Last updated: March 28, 2022

Winter 2022

As of Feb. 28, courses that were originally scheduled to be in-person for the Winter 2022 semester have resumed in-person. Check your course delivery format in Bear Tracks. Students are encouraged to review our FAQ’s regarding a return to campus. More information can be found on

Are masks required on campus?

As of March 16, 2022, masks will no longer be required on University of Alberta campuses. Masks are still strongly recommended in high-traffic and high-occupancy areas and when working in close proximity to others.

As masks will be worn based on personal preference, it is important for all community members to contribute to a respectful work and learning environment.

For those who wish to wear masks, it is recommended you choose a mask that fits properly and is comfortable enough to wear for the duration you require it. Choosing a higher level of mask (such as an ASTM medical mask or N95 respirator) will offer better personal protection to the wearer.

If you have any questions, please contact

What services are available on campus?

Buildings will be open to all staff, students and the public during scheduled/normal operational periods. Faculty, staff and students will continue to have ONEcard access to university buildings as assigned by departmental facility access control administrators (FACAs) for after-hours building access.

Additional guidance from specific campus services including Dining Services, Campus & Community Recreation and Residence Services, will be communicated to their communities as needed

Students seeking mental health support can contact the Office of the Dean of Students at

The COVID-19 pandemic can have a significant impact on your mental health. This is a very uncertain and disruptive time, and you may be experiencing heightened anxiety or stress. Resources are available if you, or someone you know, is struggling or needs a little extra support: U of A community members can access the U of A and public health services and wellness support that’s right for them.


I have questions specific to my academic program, who should I talk to?

If you are an Open Studies student, the Student Service Centre can assist you. 

For graduate academic program questions, please contact your department.

For undergraduate academic program questions, please contact your Faculty Student Services office. The things they can help with include:

  • Program / Degree planning and checklists
  • Course selection / registration
  • Declaring / Changing major
  • Academic Standing
  • Academic Appeals
  • Exams - Deferred and Re-exam
  • Transfer Credit
  • Document requests (Letter of Permission, Letter of Completion, Certificate application)
  • Graduation Requirements
  • Letter of Expected Graduation Date
  • Internships/Co-ops
  • Prospective Student Advising
  • Career Advising
I have questions about course registration, who do I talk to or where should I look for information about my classes?

As a continuing student in your program, you can use the Academic Requirements report online. You can run your own program check online in Bear Tracks. To start, log into Bear Tracks and select "Manage Classes." You will then be able to select "Academic Requirements" from the menu on the left hand side. Doing so will generate a report that details which degree requirements you have completed, and which still remain outstanding. 

For additional help with course registration, please be sure to contact your faculty.

As a new student to the U of A, you can use our Reg 101 website to get started on first year course registration.

Before you begin to build your schedule or register in courses, you will need to accept your offer and pay the non-refundable $500 or $1000 tuition deposit, if applicable. You can find more information about how to pay the tuition deposit here

Start by looking at the Registration 101 Tip Sheet from your faculty of choice which will outline the courses you are required to take in your first year of university, and throughout your degree. If you are interested in a professional program that only requires a year or two to enter, make sure you follow the professional program requirements, found using the tip sheets or our program search tool,  instead of your faculty requirements.

You may also wish to use our resources like the BearTracks user guide.

Once you have built your schedule, you will be able to register in your class after your enrollment appointment date, as posted in Bear Tracks. You are able to continue adding or dropping courses until the Add/Delete deadline in September.

For additional help with course registration, please be sure to contact your faculty.

How can I access my Verification of Enrollment in MyCreds?

Starting in March 2022, students will request their enrolment verification document in Bear Tracks, and receive them in MyCreds™ for a fee of $10. Through the “pay to pick up” feature in MyCreds™, students will have access to the document within an hour (except on Saturdays*) and for 30 days following payment. After 30 days, access will expire and students will be required to pay another fee to pick up their document in MyCreds™. 

*Documents requested on Saturday will be processed on Sunday.

Fall 2022/Winter 2023 Verification of Enrollment certificates will be available after August 1, 2022. 

Please check out our MyCreds page for more information.


Can I get an electronic transcript for an institution I am applying to?
You are now able to request an electronic version of your Official Transcript using our Transcript Request Form here. The electronic transcript request will be fulfilled through MyCreds™ | MesCertif™. The cost for an electronic transcript per share for current undergraduate and graduate students is $6.00 CAD and $12.00 CAD for former students and alumni. Electronic transcripts are unavailable to Students who attended post-secondary studies at the University of Alberta prior to 1980 or students who attended Augustana Faculty (Camrose) prior to September 2006. Paper transcripts can still be ordered free of charge using the Transcript Request form.


When and how do I pay my tuition?

Payment options

There are several payment options available; these options can vary depending on what type of student you are and what type of fee or deposit you are paying. For a detailed breakdown, please see the Deadlines and Payment Instructions page on the Admissions & Programs website. 

Once processed, payments applied to your account can be viewed in BearTracks under "Financials", by clicking on "Account Details" and selecting the correct term. Please note that payments can take several business days to process.

Payment deadlines

Payment deadlines for tuition fees, as well as other types of fees and deposits, are outlined in the Academic Schedule in the University Calendar (scroll down to see the Fall and Winter terms). Key dates and deadlines for each term are also published on the Registrar’s Office website.

Installment Charge. What is this? 

If you wait until the Winter term payment deadline to pay your Winter tuition fees, you will be assessed a $40 Installment Charge. You can avoid paying this charge by paying for both your Fall and Winter tuition fees by the Fall term payment deadline. Similarly, if you are taking courses in the Spring and Summer semester, you can avoid the $40 Installment Charge by paying for both your Spring and Summer tuition fees by the Spring term payment deadline. 


If you have additional questions or experience difficulties in making your payments, please view our Frequently Asked Questions or contact Financial Services for assistance.

I have opted out of my SU Health and Dental, when can I get the refund?

If you fully opt out of your SU Health and Dental, you will see the fee adjustment on your Bear Tracks.

When you opt out of your SU Health and Dental, you have the option to opt out of just a portion of the fee. Ensure you have received the confirmation email from Student Care (after opting-out) which will illustrate the details of your plan and how you will be reimbursed.

If you choose this route, you will not see an adjustment in your fees assessment on Bear Tracks. You are expected to pay your tuition and fees in full to the university and you are then reimbursed by Student Care after the Change-of Coverage Period.

SU Health and Dental Benefits Partial Opt Out Process

Can I opt out of my mandatory non-instructional fees?

There are some fees (SU dedicated fees and Health & Dental plan) that you may be able to opt out of. 

For information on how to change coverage, including opting out of the plan by the Fall Term deadline, or how to enroll if you are a new Winter Term student, please visit

Additional information about non-instructional fees and opt-out processes can be found here.

Can I appeal the Mandatory Non-Instructional fees that I have been assessed?

No, mandatory non-instructional fees cannot be appealed. These fees are approved by the Board of Governors. There are some fees (SU dedicated fees and Health & Dental plan) that you may be able to opt out of. 

Information about non-instructional fees can be found here.


What is the deadline to apply for Graduation?

You can apply for graduation by the following deadlines on Bear Tracks, under the Academics tab. See below for application opening dates and deadlines.

Spring Convocation 2022

Deadline to apply: February 1, 2022 (Undergraduate), April 1, 2022 (Graduate)

Apply for Graduation through Bear Tracks by clicking on "Graduation" under the "Academics tab", after which you will be able to select your program and completion term. You will be able to see the status of your graduation application under the "Graduation status" tab on this same page. If you missed the deadline, please contact your Faculty office for assistance.

Will the Spring 2022 Convocation ceremony be planned as an in-person event?

The University of Alberta is planning to return to in-person ceremonies for Spring Convocation 2022.

Spring Convocation 2022 will take place on June 5, 7, 8, 9,10, 13, 14, 15 and 16. Ceremony dates and times are listed by faculty on our Convocation and Ceremonies page.

My previous Convocation ceremony was held virtually, will there be an opportunity to attend an in-person event?
For graduates who were part of virtual ceremonies, we are currently exploring opportunities to welcome you back to campus for an in-person celebration later in 2022. Please ensure you keep your email current, in Bear Tracks, for a future invitation.
How do I order my Graduation Apparel?
Information on how to order your graduation apparel will be available in early April.  Please keep an eye on your ualberta email for convocation updates.
How do I reserve Guest tickets?

Guest tickets are reserved for graduands who advise us of their intention to attend the ceremony in their Bear Tracks. There is no cost associated with guest tickets.

As a graduand, you are eligible for up to three guest tickets, in addition to your own personal ticket. Distribution of guest tickets will occur at the Bookstore when you pick up your Convocation packet in June.


How do I apply to an Undergraduate Degree program?
Please see our Undergraduate Admissions page for full details about how to apply to programs at the University of Alberta. There is still time to apply in some of our programs for Fall 2022, please check our key dates and deadlines information.
Do I need to write Diploma Exams to be eligible for admission?

Documentation/Final Marks

The University of Alberta will accept final grades from the school year as presented on the Alberta Education transcript. If a Diploma exam was previously written, we will still require and use the blended grade (course/diploma). If a diploma exam was cancelled (not available), we will use the final course grade as presented on the Alberta Education transcript.

Alberta Education

  • Diploma exams are expected to be administered for the rest of the school year (April, June and August 2022).
  • Due to learning disruptions caused by the COVID-19 pandemic, the weighting of diploma exams will be temporarily reduced to 10% for the 2021/22 school year only.

English Language Proficiency (ELP)

International applicants who are required to demonstrate English Language Proficiency and had intended to fulfill that requirement using English Language Arts 30-1 will only be able to do so if they write the diploma exam. If students do not write the diploma exam, they will be required to demonstrate ELP with acceptable scores in an English language proficiency test (eg. Duolingo, IELTS,TOEFL). Additional details related to language requirements are available here.

Where do I check my application status? When will I receive a decision?

After you have submitted your application, you will have access to the UAlberta Launchpad portal to check your application status and review any checklist items for your program. If your application states that it’s pending review, then that means an advisor is currently reviewing your application. Launchpad is the first place that any updates will be posted. You will be notified by email when there are updates posted. If we require any further information or documents, we will contact you directly. 

Please note that we are unable to give you an application evaluation update or a specific timeline by email, live chat and phones. Admissions offers are released on a rolling basis, as evaluations are completed. 

I am a High School student, my application was denied, what do I do now?

Even though you have not received an offer of admission at this time, your application is not closed, it is still active and open for future re-evaluation.

You will be invited to update your grades as you receive new final grades, either quarterly or at the end of the term, depending on what format your school follows. Once we receive this information, your application will be automatically re-evaluated. 

You do not need to submit a new application, you will receive the grade update form on your Launchpad portal when we will begin accepting updated courses and grades (there is no need to contact us directly). Please see here for additional information on the Course Updates.

For more information on the timeline, please take a look at our Dates and Deadlines page.

If you are not admissible after you submit your updated courses and marks, we will re-evaluate your application once again at the end of Grade 12, when we receive your final and official transcripts.

I am a High School student, I submitted changes using the Course and Mark Update Form but have not had a response. When will my application be re-evaluated?

Once we receive your updated information, your application will be evaluated within 5 business days. If you are admissible following the re-evaluation, your Launchpad status page will be updated with an offer letter.

If this new course and mark update does not result in an admission offer, there will be no changes or updates on your Launchpad status page. Your application will continue to be active and you do not need to take any further action at this time or submit a new application. 

Once you have new final marks at the end of Grade 12, your application will be re-evaluated once more in July.

Am I able to submit more than one application to the University of Alberta?
You are welcome to submit and pay for as many applications (with unique program choices) as you would like to be considered. Each application is evaluated independent of the other. If you receive an offer to programs on two different applications, you will need to make a decision on which program you would like to accept by the acceptance deadline.
How can I accept my offer and pay the tuition deposit?

You can accept your admission offer in your UAlberta Launchpad portal. Once you log in to your status page, click on “Reply to Offer of Admission”, then then select "I ACCEPT my offer of admission to the University of Alberta" and click submit. 

If you are a new applicant to the university, you may also need to pay a non-refundable tuition deposit as part of the offer acceptance process. In order to make a payment through Launchpad, go back to your status page and click on "Submit Payment". For more payment options, please take a look at the Tuition Deposit Payment page.


You must accept your offer and pay the tuition deposit by the deadline, which will be indicated in Launchpad, under "Reply to Offer of Admission". Otherwise, your offer may be revoked.

Please note that even after you have accepted your offer, you will still be required to meet any conditions stated in your offer letter. Otherwise, your offer may be revoked. For more information, see your offer letter, which you can view in  your Launchpad status page by clicking on "View Update".

What is the deadline to accept my admission offer?
When your admission offer is available, you will be notified to go to UAlberta Launchpad to accept your offer. For most students new to the University of Alberta, a non-refundable tuition deposit is required in order to accept your offer of admission and confirm a spot in your program. You can check the deadline to accept the offer here.
What are the payment options for tuition deposit?

You can accept your admission offer in your UAlberta Launchpad portal. Once you log in to your status page, click on “Reply to Offer of Admission”, then select "I ACCEPT my offer of admission to the University of Alberta" and click submit. 

If you are a new applicant to the university, you may also need to pay a non-refundable tuition deposit as part of the offer acceptance process. In order to make a payment through Launchpad, go back to your status page and click on "Submit Payment".

If you are paying through Launchpad, your options are either Interac Online or credit card. Please note that credit card payments include a convenience fee of 2.5%. This fee is collected by our payment processor, at the time of payment, in addition to the tuition deposit. For more payment options, please take a look at the Tuition Deposit Payment page.

If you don't have an eligible card, then you can make the payment through your online banking following these steps:

  • Access your bank website and sign in.
  • Add ‘University of Alberta' as a payee on your bill payment profile
  • Use your SEVEN DIGIT STUDENT ID NUMBER, then the FIRST FOUR LETTERS OF YOUR LAST NAME as your account number. If your last name has less than four letters, please use your first name to complete the four letter, for example: John Xu = 1234567XUJO
  • Enter the amount to be paid and the date on which you would like to pay.
  • Complete the transaction as if you were paying a utility bill.

Please note that it can take up to 14 business days for the payment to be reflected on both BearTracks and the Launchpad portal.


You must accept your offer and pay the tuition deposit by the deadline, which will be indicated in Launchpad, under "Reply to Offer of Admission". Otherwise, your offer may be revoked.

Please note that even after you have accepted your offer, you will still be required to meet any conditions stated in your offer letter. Otherwise, your offer may be revoked. For more information, see your offer letter, which you can view in  your Launchpad status page by clicking on "View Update". Also, you can find information about your tuition deposit deadline on the Accept your Offer page.

How do I reset my CCID?

If you need to reset your CCID password, please visit the Information Services and Technology website. You must first enrol in the Self Service Password Reset function to add an alternate email/phone number, after which you will be able to reset your password using the Reset Your Password option.

Reset your CCID Password

Do I need to submit my final and official documents through mail?

Depending on what type of student you are, your transcripts may be sent to the university automatically, or you may need to arrange to have them sent. Please see Transcript submission process for more information.

We currently are still receiving and processing documents received by mail, but your institution can also send transcripts to us at We can only accept documents submitted by an institution in that account so if you have other documents to provide us for your application, please upload them through Launchpad. Alberta high school transcript participating in ApplyAlberta will automatically send your official transcript to the University of Alberta at the end of the school year. Please monitor your Launchpad status.

Can I apply for Open Studies for Winter?

Open Studies is a part-time student classification that allows students to take courses for credit without pursuing a degree program. The only requirement for admission to Open Studies is English Language Proficiency. This requirement is outlined in the University Calendar. The deadline to submit documents is the same as the application deadline for the term. A non-refundable and non-transferable application fee of $125 is required for new applicants.

Applications for admission to Open Studies are accepted each term. Deadlines are published in the U of A Calendar.

  • Fall Term: August 25
  • Winter Term: December 15
  • Spring Term: April 30
  • Summer Term: June 30

After submitting an application for Open Studies, students will receive email notifications at their UAlberta email account from the Office of the Registrar regarding their application. Visit Open Studies for more information.

My application says ‘Not Complete’ on ApplyAlberta. Did you receive my application?

Please note that your application status in ApplyAlberta will continue to say "not complete" as your application status is not updated there. Make sure to refer to your UAlberta Launchpad for application status updates and for information about documents that may be required!

If you have not received your Temporary PIN to log in to Launchpad, please reply to this email to let us know and we can resend it to the email address you have used to create your application.

How can I reset my Launchpad PIN?

If you have not received your temporary PIN or want to get your PIN reset, please send us an email request from your personal email on file or UAlberta email address. We will resend the PIN to you. 

If you have forgotten your Launchpad password, you can reset it by clicking on the “Reset Password” button on the UAlberta Launchpad login page.

Why does my application say that I am a Foreign National?

Because our application system is a US product, if you have selected Canadian Citizen under your citizenship status, it will show up as Foreign National once you submit your application, as this is a system default.

We can see on our end that you are a Canadian Citizen, so this won't affect your application or evaluation in any way and you don't need to correct or update anything.

I listed that I have a degree/diploma on my application, but now it says “No degree awarded or expected”. How do I fix this?
Please note that your application proof may indicate "no degree awarded or expected" under your academic history, even though you have indicated that you have already received a degree or will be receiving one on your application form. This is a system error that will not affect your application or evaluation in any way, as we will use your application form, transcripts, and other documents for your evaluation.

Student Financial Support (loans, bursaries, awards)

How do I apply for Scholarships and Awards?

All awards administered through the Office of the Registrar are listed on our website. You can visit Scholarships and Awards to find out which awards are available and determine your eligibility, as well as important deadlines.

For more information regarding bursaries and other financial supports, please visit:

When will I hear if I have received an application-based scholarship?

The Office of the Registrar is currently making award offers. Award offers will continue to be issued moving forward. All students will be notified regarding the status of their application. 

Please continue to monitor your University of Alberta email address and Bear Tracks for updates regarding your application.

Financial Assistance - how to apply for loans

The Student Service Centre can assist you with your loan application and advise you on how to manage your loans and pay for your education. Check out our website for details.

Student loans are administered by the provincial and federal governments. When you apply for your provincial loans, you will be simultaneously assessed for federal funding.

Student loans are interest-free and payment-free during the period of study, followed by a six-month grace period. 

Part-time student loans require using the paper application form from Student Aid Alberta. Once your loan application is complete, you will need to get Page 3 of the form signed by the Student Service Centre, or the Faculty of Graduate Studies and Research if you are a graduate student. Once the application is complete you will need to send it to Student Aid Alberta.

For spring and summer student loans, please review the information on How to Apply here. If you need assistance to decide on your Full time vs Part Time Status, please contact the Student Service Centre.

Can I apply for grants only?

Some provinces / territories may allow you to apply for grant funding without taking out a student loan. If you would like to apply for grant funding only, please watch our instructional video here or talk to your provincial loan borrower for more information.

How do I answer the question on the Alberta Student Loan that asks: "Are you enrolled in a correspondence/e-learning/distance study program?"

If you are applying for a student loan through Alberta Student Aid you will answer this question "No" even if some or all of your classes will be delivered online this fall. 

Student loan borrowers from other provinces should check with their province about how to report this on the student loan application.

How do I answer the question on the Alberta Student Loan that asks: "Expected Reduced Yearly Income?"

You will only answer this question if your estimate that your income for 2020 will be less than it was for 2019. This question is a way to recognise that you may not have the same income while you're in school as you did last year. If you expect your income to be the same or higher just leave this question blank. 

Do not include the CESB/CERB in your estimation of the Expected Reduced Income for yourself, parents or spouse.

My student loan money hasn’t come in yet.

If you have applied for Alberta Student Loans, please ensure that you check your application on your Student Aid Alberta portal to identify any possible discrepancies along with your registration. If you cannot identify any discrepancies, please use our contact form and one of our advisors can assist you.

If you have applied for an Out of Province loan, please contact Financial Services at for further assistance.

How do I apply for Undergraduate Entrance Scholarships?

The deadline for our Undergraduate Entrance Scholarships closed on January 12, 2022.  Applications for our Application based Access Awards (Discover U and Turtle Spirit Pathway Awards) has also closed on February 15, 2022. 

However, we also offer admission based scholarships that you don't even have to apply for! You will be evaluated for these admission scholarships when you apply for admission. Your eligibility will be based on your high school admission average at the time of your admission offer.

I have accepted my scholarship/award offers. When will I receive my money?
If you have any outstanding tuition fees, your award payments will be applied directly to your tuition balance first. If you are registered full time in both terms, the value of your awards will be split in half, with 50 per cent of the award applied to your tuition account for the Fall Term and the other 50 per cent applied to your tuition account for the Winter Term. Students will start seeing your awards as “Payments Received” after the Add/Drop deadline has passed.


I missed the Add/Drop deadline, how can I withdraw from a class?

After the registration deadline, you cannot drop or swap courses; you can only withdraw. (Note that there is also a withdrawal deadline). Withdrawals can be processed in Bear Tracks. Some withdrawals will be processed immediately, while others may require faculty review. Continue to attend classes until you have confirmation in Bear Tracks that your withdrawal has been processed.

For two-term A/B classes, between the end of the first term and the registration deadline for the second term you must go to your faculty office and complete a paper withdrawal form. Dropping the B-portion of a class will not automatically withdraw you from the A-portion during this time period, and you cannot withdraw from the A-portion on Bear Tracks once that term has ended.

For more information, please see the Withdrawals webpage or consult with your faculty.

Do I need a statutory declaration if I was sick and missed an exam or class assignment, or am sick and unable to participate in a class assignment or exam delivered remotely?
No. Please notify your instructor of your absence by email. Statutory declarations are not currently required for missed exams or class assignments related to illness. Please stay home if you are not feeling well and complete the Alberta Health Services Covid-19 Self Assessment if you are showing symptoms.