Frequently Asked Questions

Cal Student Central (CSC) is a service-oriented department dedicated to assisting UC Berkeley students successfully navigate several key departments that affect a student’s career at UC Berkeley, including the Financial Aid and Scholarships Office, the Office of the Registrar, Accounts Payable, and Billing and Payment Services. While Cal Student Central assists students in navigating their CalCentral account, those experiencing technical issues should refer to Student Tech Services (STS), included in this list of support resources.

ITCS Service Desk provides support and troubleshooting for many campus applications, including the bConnected Software Suite, CalNet ID, 2-Step, BearBuy, CalAnswers, CalTime, and others. The Service Desk is available for support Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000 and responds to webform or email requests sent to itcshelp@berkeley.edu usually within a business day.

The Student Helpdesk, part of Student Tech Services (STS), is here to assist with various tech issues, including:

• Troubleshooting personal device problems (e.g., blue screens, slow performance, data recovery, malware removal)
• Connecting devices to campus Wi-Fi networks
• Installing campus software (Adobe, bConnected, Microsoft, Zoom, etc.)
• Performing hardware maintenance and minor repairs (e.g., optimizing cooling, replacing trackpads, keyboards, screens)*

They can also help with setting up or recovering access to your CalNet account and guide you to campus resources for device lending, hardware discounts, printing, and more.

Limitations apply; individuals must provide their own replacement parts. For more information, contact sts-help@berkeley.edu.

Why can’t I deposit money on my child’s Cal 1 card using the CalCentral website?

Currently, a delegate only has access to the permissions that can be granted by the student:

• Finances: View and Pay
• Academics: Enrollment and Grades
• Academics: Class Enrollment Only

For more information or to add funds to a student's Cal 1 card, visit the Cal 1 website(link is external). 

Why have I not received a tuition bill for my student?

The tuition bills are typically sent out the first week of the month. A student may have a zero balance if they have not enrolled for classes. Tuition is accessed after class enrollment occurs.

Why am I unable to make a payment?

Typically, an error will occur when trying to make a payment if a delegate has not waited the default 24-hour activation period. The delegate may receive the following error message:

• *System Access Error* - The requested page cannot be accessed at this time.

If the error is still occurring more than 24 hours after the student initiated the delegated access request, please contact sishelp@berkeley.edu(link sends e-mail).

How do I set up the Fee Payment Plan for my student?

The Fee Payment Plan can only be set up by the student; delegates can not set this up. View the Fee Payment Plan webpage(link is external) for more information.

How do I pay only the current charges that are due, rather than the full amount?

View the Edit Amount of Online Payment document(link is external) for more information.

Why am I receiving the error "Ooops cannot find page, something went wrong" for payment page?

This could mean the delegate access request for your student was not successfully established. This often occurs because the process was not fully completed; for example, you may have only set up the CalNet ID, but failed to link the account before the security key expired.

If that is the issue, please take the following steps to remedy the problem:

• Have the student delete the original delegation in CalCentral and re-create it.

• This will generate a new email (and a new security key)- this security key expires in 72 hours from the time that it is received.

• If you have already set up a CalNet ID, skip to the link the account step, using the new security key (make sure to copy the key and avoid any blank spaces before or after the key when copying).

• You will be required to authenticate, using the CalNet ID and case sensitive passphrase, already established.

• Once the linking has been established you will have access to the student account, based on the permissions granted.

I am receiving an error when trying to set up delegation and entering my email address and the security key:

Please be sure to copy and paste the security key and be sure to only copy the key and no other leading or trailing blank spaces. Please be sure to enter the email address exactly as entered on the delegation set up - it is case sensitive.

Why am I having issues logging into CalCentral?

Please make sure that you are logging in with your CalNet ID. It should be the CalNet ID that you established when you set up the delegation. It should be entered as all lowercase.

If you have forgotten your case sensitive passphrase, you will need to click on the "forgot passphrase" link when logging into calcentral.berkeley.edu. You will be prompted for some information - enter your password recovery email address.

An email will be sent to your recovery email address with a link to reset your passphrase. Be sure to pay attention to the requirements when resetting your passphrase.

My daughter/son is trying to set me up as a delegate, but I am not receiving the email. 

If the delegate process was set up but the email never arrived, you can check a couple of things:

• Have you checked your spam folder? The email will come from calnet@berkeley.edu(link sends e-mail).
• Double check that the student entered the email address correctly.

Please have your student delete the delegate request in CalCentral and then recreate it. If you still do not receive an email within 24 hours, then contact SIS Production Support at sishelp@berkeley.edu(link sends e-mail).

I contacted Cal Student Central to discuss Financial Aid for my student and they advised me that they could not speak with me due to FERPA privacy laws.

FERPA is the Federal Education Rights and Privacy Act. UC Berkeley is not allowed to discuss any student information without a delegation definition on file that is set up by the student. Your student must grant you access in CalCentral before UC Berkeley employees may discuss any financial matters with you. 

My son/daughter is trying to set up delegation for me, but I am not receiving the email. I am also an employee at UC Berkeley and the email was sent to my berkeley.edu email address.

We are aware of an issue that seems to affect delegation emails sent to @berkeley.edu email addresses. Please have your son or daughter delete the delegate request and recreate it using your personal email address.

I changed my email service provider and no longer have the same email that was used to establish the delegation with my son/daughter. How can the delegation be changed to my new email address?

Step 1 - Please have you son or daughter edit the delegation in CalCentral to update the email address.
Step 2 - Please send an email to sishelp@berkeley.edu(link sends e-mail) after the email address has been updated in Calcentral and we will update the payment system (Cashnet) with the new email address.

CalNet ID and Passphrase, CalNet 2-Step (Duo), bMail, bConnected, bCourses, Campus Directory, and other system errors, issues, or technical support is provided by IT Services or you can Submit a ticket.

Assistance with specific tasks:

• Grading: Review the Grading Resources provided by the Office of the Registrar. For all other grading concerns, contact egrades@berkeley.edu or 510-642-5042

Security - To request new or modify existing access to CalCentral or Campus Solutions complete Request System Access form linked from Student Information Systems page and answer the questions in each section.

Security - To request new or modify existing access to CalCentral or Campus Solutions complete Request System Access form linked from Student Information Systems page and answer the questions in each section.

CalNet ID and Passphrase, CalNet 2-Step (Duo), bMail, bConnected, bCourses, Campus Directory, and other system errors, issues, or technical support is provided by IT Services or you can Submit a ticket.

Assistance with specific tasks:

• Academic Scheduling: Review the Scheduler’s Toolbox and email scheduling@berkeley.edufor further support
• Grading: Review the Grading Resources provided by the Office of the Registrar. For all other grading concerns, contact egrades@berkeley.edu or 510-642-5042
• Award Entry: Support for processes related to Award Entry are provided directly by awardentry@berkeley.edu

• Contact Admissions for assistance or status update on your application.

• Reach out to Student Tech Services (STS) if you have questions or difficulties with internet and WiFi, Zoom, device lending programs, campus software, your personal devices, security and much more. (510) 642-HELP, sts-help@berkeley.edu

• CalNet ID and Passphrase, CalNet 2-Step (Duo), bMail, bConnected, bCourses, Campus Directory, and other system errors, issues, or technical support is provided by IT Services.
• Undergraduates including new admits with inquiries about financial aid, fees and billing, payments, and academic information including enrollment can contact Cal Student Central
• Graduate students including new admits with inquiries about enrollment, GSI, research positions, residency, and forms can contact their advisor assigned in CalCentral or their department