How to Recover a Lost Application Reference Number When the Website Is Down

A large number of students use online application systems to apply for admission to the university, TVET college courses, bursaries and financial aid. Once students apply they will typically receive a reference number to keep track of their application and the status of it.

But issues can occur when a site is down for extended periods of time. There may be students who have submitted applications before the site was shut down or who have had their reference number changed because of a change of phone, deletion of messages or loss of access to their email account. It may also be difficult for students to reach the entity that maintains the application system.

If this happens, you might be thinking that perhaps you can get back your reference number or maybe you need to fill out a fresh application.

The bad news is that if you lose a reference number, it doesn’t mean that your application has been cancelled. The information can typically be retrieved from looking at your old messages, using an official site or by calling the institution directly.

In this guide, you will find how steps might be taken by students when the application website is not available for months and even since last year.

What Is An Application Reference Number?

An application reference number is a number or code that is provided to an application submitted to an organisation. It would make it easier for the organisation to use to respond to enquiries or to check the progress.

For instance, when the student applies for financial aid, he may get a reference number after he submits an application. Alternatively, a prospective student who has applied to a TVET college or university may be given an application number by the TVET college or university.

The format of the number is determined by the organisation. May include numbers only or include a mix of numbers and letters/symbols.

A student should NOT use an application reference number to access an application as an ID number, student number or as an account password. These things have various functions.

The use of a reference number can be requested when contacting a support centre, when following up on an application, when following up on an application status or when an institution is asked to investigate a problem.

Why might a student not be able to find a reference number?

Students may not be able to recall their application reference numbers for a number of reasons.

The application website has been closed down.

A website becomes inaccessible if it suffers technical issues, changes to the organisation’s online systems, the expiration of the hosting services or the end of an application platform, for instance.

Students might not be able to log in and get information from a website if it was down last year or if they lost their password.

But the failure of the website does not guarantee that all application records have been removed. Records may still exist in the organisation’s systems.

Students should not presume that the information they enter on the site has been lost without seeking clarification with the organisation that maintains the site.

The student didn’t receive the confirmation text message

Some application systems provide an SMS message confirmation upon the application being sent. The message could include the reference number or directions for accessing the application.

A student with a new phone or a lost SIM Card or deleted old messages, may no longer have access to this information.

Reviewing an old phone, go through SMS backup or message archives might help retrieve the number.

You have not received an email of confirmation.

Sometimes students will get application confirmations via e-mail. They can be hard to locate in large email inboxes.

The message might also have been transferred to the spam/junk and/or the archive folder.

It might be possible to find the original message by searching the email account with the organisation’s name, by using the word “application”, “reference number”, “confirmation” or by using the approximate date of the email submission.

Student cannot log-in to the account

A student can recall that they have applied, but no longer may have access to the cellphone number or email address associated with their account.

In this case, the student has to go through the identity verification process to get the access restored by the organisation.

Avoid making multiple accounts with distinct information without first verifying the organisation’s guidelines. Multiple accounts can complicate a determination of the origin of the application.

When the website is down, there are ways to retrieve your reference number.

The following are the steps that students are able to make an attempt to retrieve their missing application reference numbers.

Step 1: Determine which files you need to send.

First of all check out the cellphone number used in applying.

Check for emails around the time of application. Look up the institution, government department, bursary provider or the application provider.

If you’ve been using the same cellphone number, see if the message is on your current phone. Make sure to check if your previous phone is still available or if your messages were backed up, if you changed phones.

If you lost your SIM card, you should contact your Mobile Network Operator to inquire about recovering your SIM number if it is possible.

Be aware that the confirmation message might not include the reference number. Instead it can ask you to sign in to an online account.

Step 2: Hide all unwanted emails and show only the ones you want.

Open the e-mail address you used to complete the Application.

Use different search terms in your Inbox, such as:

Application confirmation
Reference number
Application submitted
Admission application
Bursary application
The name of the organisation
The year that you applied.

Make sure you check the spam, junk, archive and deleted message folders too.

If you get an original confirmation e-mail, keep a copy in a secure location. It is also possible to record the reference number for future reference.

Should you no longer have access to that email address, please make sure to follow the official procedure provided by the email provider to recover your email account, rather than contacting the organisation responsible for the application.

Step 3: Ensure that there is another official portal within the organisation

From time to time, an organisation moves its website or launches a new application system. The organisation is still active, but the old site might not function.

Check the verified official website of the organization and find the current application portal, contact page or support section.

Be wary of sites that have been recently established by a name or logo of the organisation that you don’t trust. Insure the web address is from an official source.

If you are trying to recover an NSFAS reference number, for example, begin with the official NSFAS website at https://www.nsfas.org.za/ and the myNSFAS portal at https://my.nsfas.org.za/.

NSFAS supports by releasing information on the official NSFAS website on applications and support. If you have applied for a bursary via a university or via a TVET college or from another bursary organisation, please apply via that organisation’s official website.

Step 4: Try to log in to your existing account

If access to an organistion’s existing portal is available, then use the account that you originally used during your application.

Check for the following:

My applications
Application history
Application status
Submitted applications
Profile/Account information
Messages and notifications

The applications may have a reference number next to them.

Should you not be able to remember your password, use the official password-reset option. If you have lost or do not have access to your registered cell phone number or email address, please reach out to the organisation and ask them how you can securely update your account with them.

Never give your password or one time PIN to anyone who says they can get your reference number.

Step 5: Directly reach out to the organisation

If the site is unavailable for a long period of time and you are unable to find the reference number using your account, please contact the organisation that manages the application.

Utilize a genuine phone number, official e-mail or contact form. Explain that there is a previous application but you can no longer log on to the website or get your reference number.

Make sure you provide enough detail for the organisation to be able to investigate your case. This may include:

The name on the application (full name)
The month/year you applied for your license or permit application or the closest to that date.
The programme, course, bursary or funding opportunity.
The e-mail address that was provided at the time of enrollment.
The number for the cell phone that was used for the application.
If you can remember your application status,

Sensitive information such as identity documents should only be provided when the organisation asks for them in an appropriate and secure manner.

Request the support team to find your application with your personal information and tell you how to get the original reference number.

Step 6: Get in touch with the university or TVET college

Contact the admissions office or student administration department at a university or TVET college if your application was made via the college.

For financial aid related issues, one can also reach out to the financial aid office.

Explain that the application reference number will be needed as the original website is not available. Inquire if the institution has access to any of its admissions or student records.

Note that an admission application number is not a NSFAS reference number. Should you be applying to both an institution and NSFAS, you might have to recover each number separately.

The institution may not be able to have access to another organisation’s records but it can provide an explanation as to which office to contact.

What if you applied for NSFAS and don’t have your NSFAS reference number?

If a student is unsure whether they applied through the NSFAS system they should first find out if they have an NSFAS Application Reference Number.

The official NSFAS website is available at https://www.nsfas.org.za/, and the myNSFAS portal is available at https://my.nsfas.org.za/.

If you applied previously, try signing in to your existing myNSFAS account and checking your application information. Contact NSFAS, as indicated in the NSFAS publications, if you are unable to access your account, or the reference number is missing.

The general channels of student enquiry as given on the official NSFAS contact page are as follows:

Toll-free telephone: 0800 067 327
Email: info@nsfas.org.za
WhatsApp: +27 63 093 5671
USSD: 12067327

You can confirm these details on the official contact page at https://www.nsfas.org.za/content/contact.html because contact channels may change.

When you call NSFAS inform them that you need to get your previous application number. Fill in the application details and your name as requested, and follow the identity-verification procedures.

Do not assume that NSFAS has your records if you had applied for a funding programme or bursary other than NSFAS. Call the organisation where you originally applied.

If the website is down since last year, what should students do?

Several months without a website is another issue than a short-term outage.

Students should not rely on repeated attempts to open the same page if the website has not been available for the past year! Instead, it is important for them to verify if the organisation is still functioning and if the application system has been transferred to another official platform.

Follow these steps:

Make sure you are in the right organisation. Look for its official website, contact information and public announcements. If it is a university, please get in touch with the university directly. If it is a Government department, then use the appropriate official Government site.

Second, look for an alternate application channel. The organisation might have launched a new portal, email system or support service. Before submitting personal information, make sure that any alternative is officially recognised.

Third, have a manual record search. Tell the website has been down for a long time and if the organisation can find your application from the past.

Fourth, question if there is a need for new application. Please do not re-apply until you have been notified of the outcome of the original application. In some cases, a new application may be suitable but should not be considered as a “one size fits all” solution.

Last but not least, maintain written documentation. Record the dates you make enquiries, any reference numbers you may still have, and the names of departments and any answers you get. If you need to follow up, these records can be of assistance.

If the organisation has not responded, seek out another way of communicating with it, for example via its main contact centre or the relevant admissions or student-support office.

What Information Should You Have in Hand Before Contacting the Support?

Having your information ready ahead of time will make it easier for a support agent to grasp your problem.

Please refer to this checklist before calling or sending an email:

Your name as you entered it in the application.
The year the application was submitted.
The name of the institution or funding programme
Your email address will be the registered email address.
Your registered cellphone number will be used to receive this offer.
The programme or qualification that you applied for
Any confirmation SMS or e-mail you have in hand.
If available, a screenshot of the web site error.
Any previous communication with the organisation

It’s not necessary to send all documents in initial e-mail. Begin by stating the problem and what information will be needed to prove your identity.

Never provide your password, one-time PIN or online banking information. If your account password is required to investigate a missing reference number, it is not a legitimate support agent.

Sample message for students to send to get a reference number.

In the case where pupils are not able to contact the organisation by telephone they may send an intelligible email stating the issue.

From: Student’s name, student number, and EMU ID (A3099659)To: Student’s name, student number, and EMU ID (A3099659)

Dear Support Team,

I want to ask you to help me with obtaining my application reference number.

I have applied for the [name of programme, course or funding opportunity] in the past, in [month and year]. I don’t have my Application number with me, though, as the site which I had to submit or check my application is not functioning now.

If your team can please help me with my reference number or confirm if my previous application can be found in your records I appreciate it.

My details are as follows:

First name + Last name: [Your full name]

Application year: [Year]

Programme applied to: [Programme name]

Registered email address: [Your email address]

Registered cellphone number: [Your cell phone number]

If there is any other information that would help to verify my identity and help with this enquiry, please let me know.

Many thanks for your efforts and help. I hope you like these and would love to hear yours back!

Kind regards,

[Your full name]

Check the recipient address before sending this email to ensure that it is an official address of the organisation. Don’t send private documents unless they are sent via a properly and securely verified process.

How to Keep Students From Losing their Reference Numbers?

After you have retrieved your reference number, follow a few easy steps to safeguard the information.

Save the confirmation message to your hard disk. Do not delete the original SMS/Email message after applying.

Take a screenshot. If you see your reference number on the portal, make a screenshot of this and keep it somewhere safe.

Maintain a written record. A basic list of applications, such as the organisation, application date, reference number and contact details can be kept.

Be sure to use an email address you can access. Keep your email address current, and be able to retrieve it in case you forget your password.

Change contact information. In the event of a change of cellphone number, please follow the organisation’s official procedure for changing accounts.

Use official websites. Bookmark the right site, and never put personal details into websites you don’t know.

They are helpful during the registration for university admission, TVET college programmes, bursaries, learnerships and other opportunities.

When you come across an offer to recover reference numbers, beware of scams.

Those students who are desperate to obtain an application number may be targeted by individuals who say they have the ability to get old application forms or recover application number for a fee.

If someone says it’s guaranteed, wants money before providing aid, asks for a password or a one-time PIN, be wary.

One of the people on social media can state that he or she has a unique entry into an application system. Unless the organisation officially confirms that the person is authorised, do not share your personal information.

The official NSFAS scheme says that it is free to apply for NSFAS, and applicants should not provide their password or one-time PIN. Students are expected to access NSFAS and published channels.

DO NOT assume that an unofficial version of the web site that offers to help you recover your information is a substitute for the original system if the web site has been down for an extended period of time.

Will a loss of a reference number lead to cancellation of an application?

Not necessarily.

The absence of a reference number does not necessarily mean that an application has been cancelled, refused or deleted.

The actual status will depend on the organisation’s records and the conditions of the programme. The organisation which submitted the application will only be able to confirm whether the application is received, active or not and if further action is needed.

Students should not make an application more than once simply because the original application number is not found.

Reach out to the organisation, request a record search and specify what you do next.

If the application deadline has passed, say when you first applied, and inquire if the organisation can confirm the application date. Don’t expect to find a reference number and automatically be taken back into the application or have a deadline extended.

Frequently Asked Questions

Would it be possible to retrieve the reference number without logging in?

Possibly. Some organisations have the ability to look for an application with confirmed personal information, a registered email or a cellphone number. This process is based on systems and identity verification requirements of the organisation.

What about if I no longer have the number that I applied with?

Reach out to the organisation via a recognised support mechanism and let them know that you no longer have access to the registered number. Your name/address change may require identification verification.

What about if the original web site was down for over a year?

Do not use the old website as an only source of information about the organisation. Question if the service relocated, if there is another official website, and if previous applications can still be retrieved.

Should I allot a new account?

Not immediately. First, it’s best to try to retrieve the original account or to get the organisation to determine if your application is already on file. Follow its instructions prior to the creation of a second account.

Can someone else retrieve my reference number?

You may be able to get help from an authorised support agent, after confirming your identity. Never hand over your password, one-time PIN, or any other secure login information.

What happens if the organisation fails to acknowledge my enquiry?

Retain a copy of the original enquiry and follow up through another valid method. When applying for a university or TVET college, consult the admissions or student-support office. For government funding, contact the appropriate department directly.

Final Thoughts

Don’t assume that your applications have disappeared. Sites that have been down since last year can often be salvaged using an account, old confirmation message or the organisation’s support team.

Begin by reviewing your SMSs and email account. If a service has moved to a different portal, there will usually be notice of this on the organisation’s confirmed website. If you are unable to locate your records, you can also try calling the organisation for help finding your initial application.

Most importantly, never pay a stranger to find you a reference number and do not give out your password or one-off PIN. Go through a recognised scheme, take note of your enquiries and ask the organisation to confirm your application before submitting your application again.

The key to the recovery process is establishing to which organisation the reference number was issued. Knowing if it’s a TVET college, a university, NSFAS or any other programme is the first step to help.