Frequently asked questions about the Registrar's Office at MUST University, organized by topic: documents, enrollment, registration, access and technical issues, and payments. Use the index below to jump straight to the topic you need.
Documents
How do I request my institutional email, student ID card, enrollment certificate, and class schedule?
To request your institutional email, open a ticket with your full name so we can check whether an email has already been created or a new one needs to be generated. Submit a ticket: Student Support
To request a student ID card, enrollment certificate, transcript, or class schedule, submit your request through this link: https://app.pipefy.com/public/form/NVxH5w12
When and how will I receive my diploma, defense minutes, transcript, and instructions for recognition in Brazil through Carolina Bori?
After the finance department confirms your account is settled, your documents and guidance on Hague validation/apostille will be sent by email. Delivery takes up to 30 days after your graduation date. If you graduated but have not yet settled your account, the timeframe is counted from the date your payment is confirmed.
How do I request an enrollment/attendance certificate?
To request an enrollment certificate, submit your request through this link: https://app.pipefy.com/public/form/NVxH5w12
How do I get a program completion certificate?
The issuance process starts once you meet the following requirements:
- All courses approved;
- Defense minutes signed (committee members, advisor, and student);
- Capstone submitted, with approval and feedback from your advisor;
- Program account settled.
Documentation will be sent by email. If you already meet all requirements, you can request the completion certificate through a ticket. Submit a ticket: Student Support
How do I request my student ID card?
To request your student ID card, submit your request through this link: https://app.pipefy.com/public/form/NVxH5w12
I need an enrollment certificate, curriculum, or student ID card. How do I request these documents?
To request these documents, such as an enrollment certificate, curriculum, transcript, or ID card, submit your request through this link: https://app.pipefy.com/public/form/NVxH5w12
How does certificate issuance and validation work after settling my account?
After the finance department confirms your account is settled, you will receive instructions on certificate issuance as well as Hague validation/apostille. Delivery takes up to 30 days after your graduation date. If you have not yet settled your account, the timeframe is counted from the date your payment is confirmed.
How do I get the approval minutes and academic documents after completing the Capstone?
We will send the graduation process once you meet the following requirements:
- All courses approved;
- Defense minutes signed (committee members, advisor, and student);
- Capstone submitted, with approval and feedback from your advisor;
- Program account settled.
Documentation will be sent by email. If you already meet all requirements, you can request the completion certificate through a ticket. Submit a ticket: Student Support
How do I request and receive apostilled documents in physical format?
After receiving your graduation documents digitally, you can request the apostilled, physical version of the documents through a ticket. Submit a ticket: Student Support
How do I get my certificate and diploma for recognition in Brazil?
After the finance department confirms your account is settled, your documents and guidance on Hague validation/apostille will be sent by email. Delivery takes up to 30 days after your graduation date. If you graduated but have not yet settled your account, the timeframe is counted from the date your payment is confirmed.
Where can I find information and documents in Portuguese instead of English?
Most documents are available in the university's official language, English. If you need information or documents in Portuguese or Spanish, you can open a ticket requesting them in your preferred language. Submit a ticket: Student Support
How do I obtain or update official documents (certificate, transcript, diploma)?
To request official documents such as the ID card, enrollment certificate, transcript, or curriculum, you must submit a request through this link: https://app.pipefy.com/public/form/NVxH5w12.
What should I do if my documents are not recorded in the admissions system?
If your documents are not recorded in the admissions system, open a ticket with your full name, status, and student ID. If possible, send photos of the documents so we can verify and correct the system quickly. Submit a ticket: Student Support
Where and how do I request my transcript, defense minutes, and other documents for diploma revalidation in Brazil?
Academic documents such as transcripts, defense minutes, and others must be requested directly from the Registrar. After submitting the documents, the student can contact IDT for guidance on the diploma recognition process in Brazil.
Enrollment Questions
How do I request a leave of absence or cancel my enrollment?
To cancel, submit a "Withdrawn" request through this link: https://app.pipefy.com/public/form/NVxH5w12. When you want to return, request re-entry through the same form. In addition, there are two processes you may request, depending on your situation:
- PLOA: Leave of absence valid for up to 90 days, used for cases such as business travel.
- LOA: Leave of absence valid for up to 180 days, used for health-related cases.
Important: send a detailed justification so the coordination team can evaluate your request. If you requested a leave, once it ends, submit an LOA/PLOA return request through this link: https://app.pipefy.com/public/form/NVxH5w12
How do I return or re-enroll in the program after a leave of absence?
To request your return, submit a re-entry or LOA/PLOA return request through this link: https://app.pipefy.com/public/form/NVxH5w12
How do I re-enter the program after a leave of absence, cancellation, or LOA without losing courses or academic progress?
To request your return, submit a re-entry or LOA/PLOA return request through this link: https://app.pipefy.com/public/form/NVxH5w12
How do I request a leave of absence or cancel my enrollment?
To request cancellation, simply submit a "Withdrawn" request through this link: https://app.pipefy.com/public/form/NVxH5w12. If you want to return, follow the same procedure and request "re-entry."
In addition to Withdrawn, there are two types of leave of absence you can request, depending on your situation:
- PLOA: Leave of absence for up to 90 days, typically for business travel.
- LOA: Leave of absence for up to 180 days, generally used for health issues.
Remember to include a detailed justification so the coordination team can evaluate your request.
If your leave period (PLOA or LOA) expires, you will need to request your return through this link: https://app.pipefy.com/public/form/NVxH5w12.
How does a leave of absence (PLOA) work, and how do I return to the program?
There are two types of leave of absence:
- PLOA: Leave of absence valid for up to 90 days, used for situations such as business travel.
- LOA: Leave of absence valid for up to 180 days, generally for health cases.
You must submit a detailed justification for the coordination team to evaluate your request.
Once your leave period ends, if you want to return to the program, simply request your return through this link: https://app.pipefy.com/public/form/NVxH5w12.
How do I request re-entry after taking a leave of absence?
To request re-entry, simply open a request through this link: https://app.pipefy.com/public/form/NVxH5w12.
How does the leave of absence and return-to-program process work?
To cancel your enrollment, submit a "Withdrawn" request through this link: https://app.pipefy.com/public/form/NVxH5w12. To return, simply open the same form and request "re-entry."
In addition, if needed, you can request the following types of leave of absence:
- PLOA: Leave of absence valid for up to 90 days, typically for business travel.
- LOA: Leave of absence valid for up to 180 days, generally used for health issues.
It is important to include a detailed justification so the coordination team can evaluate your request.
If your leave period ends, you can request your return through this link: https://app.pipefy.com/public/form/NVxH5w12.
Registration
My record is duplicated or shows an incorrect status ("Dismissal Letter," "Scheduled," "Withdrawn"). What should I do?
Open a ticket with your full name, current status, student ID, and, if possible, images of the error. This will let us review and correct it in the system. Submit a ticket: Student Support
How do I update my personal information (email, phone, address, or display name) in the system?
Open a ticket with your full name, status, student ID, and the information you want to update.
If you are updating your name, attach an image of an official photo ID. Submit a ticket: Student Support
How do I correct my registration data (name, national ID, etc.)?
To request an update to your data, open a ticket with your full name, status, student ID number, and the data you want updated. If you need to update your name, attach photo documentation so the system can be adjusted. Submit a ticket: Student Support
Access and Technical Issues
Why can't I find class videos or podcasts in the LMS?
Open a ticket with your full name and student ID. If you can, attach screenshots so we can check and fix the problem. Submit a ticket: Student Support
After a program transfer, courses disappeared or show incorrectly in the system. What should I do?
For corrections, open a ticket with your full name, status, and student ID. Send images if possible, to help with the review. Submit a ticket: Student Support
How do I request an Incomplete or reopen deadlines for health or technical reasons?
Check your academic calendar to see whether the window to request an "Incomplete" is still open. If it is, contact your professor.
If you run into difficulties, open a ticket with your full name, student ID, course name, and a detailed explanation of what you still need to submit. Submit a ticket: Student Support
What should I do if a new course is not released on the expected date?
Open a ticket with your full name, status, and student ID so we can check the course release in the system. Submit a ticket: Student Support
How do I request manual enrollment in a course in the LMS?
Open a ticket with your full name, student ID, and the course name. The team will review the request for possible inclusion. Submit a ticket: Student Support
How do I access PDF or ZIP materials that won't open on my computer?
If you cannot open the materials, request a resend by opening a ticket with your full name, student ID, course name, and which material you need. Submit a ticket: Student Support
What should I do when forums or quizzes don't show up or don't work correctly?
Open a ticket with your full name, status, and student ID. Send images if possible, so we can fix the problem in the LMS. Submit a ticket: Student Support
How do I request DP (course retake) or an Incomplete in a course?
To request an "Incomplete," check the opening window listed on your academic calendar. If you are still within the window, you must request it from your professor. If you run into difficulties, open a ticket with your full name, student ID, course, and a detailed explanation of what you still need to submit. Submit a ticket: Student Support
How do I request that an assessment be reopened?
If you are still within the window per the academic calendar, you can ask your professor for an "Incomplete" to redo the course assessment. If you run into difficulties, open a ticket with your full name, student ID, course, and a detailed explanation of what you still need to submit. If the course has already been completed and you did not achieve the minimum grade of 8.0 (grade B), you will need to retake the course by requesting a new study plan through this link: https://app.pipefy.com/public/form/NVxH5w12
How do I request that an assessment or submission link be reopened after the deadline?
If you are still within the window per the academic calendar, you can ask your professor for an "Incomplete" to redo the assessment. If you run into difficulties, open a ticket with your full name, student ID, course, and a detailed explanation of what you still need to submit. If the course has already ended and you did not reach the minimum grade of 8.0 (grade B), you will need to retake the course by requesting a new study plan through this link: https://app.pipefy.com/public/form/NVxH5w12
How do I request a course retake (DP) or an Incomplete in a course?
To request an "Incomplete," check the opening window listed on your academic calendar. If you are still within the window, you must request it from your professor. If you run into difficulties, open a ticket with your full name, student ID, course, and a detailed explanation of what you still need to submit. Submit a ticket: Student Support
How do I remove or delete a course that is already registered or duplicated?
To request a review, open a ticket with your full name, status, and student ID. If possible, send screenshots to help with the system review and the necessary adjustment. Submit a ticket: Student Support
What should I do when the Capstone course doesn't appear in my LMS?
To request a review, open a ticket with your full name, status, and student ID. If possible, send photos so we can review the system and fix it as quickly as possible. Submit a ticket: Student Support
What should I do if I find duplicate courses before starting the Capstone?
To request a review, open a ticket with your full name, status, and student ID. If possible, send photos so we can review the system and fix it as quickly as possible. Submit a ticket: Student Support
How do I access the Library Department in Moodle?
Access to the Library Department in Moodle is easy and available in Portuguese, English, and Spanish. Follow the instructions below:
- Log in to the LMS/Moodle.
- Go to the MUST Virtual environment for your Master's or Doctoral program, or the Spanish-language version, as needed.
- Inside MUST Virtual, find the block titled "Library Department." Select the language you want and click to access it.
This gives you access to all the available content, including databases, services, policies, and other useful information.
How do I complete the initial registration to access the Pearson Virtual Library?
To access Pearson Virtual Library books, first-time users must complete an initial registration:
- Log in to the LMS/Moodle.
- Find the Library Department and go to the Collections section.
- Open the PDF titled "Tutorial: How to Complete Your First Access to the Pearson Library (PT)."
- Follow the tutorial instructions to complete your registration.
This registration is done only once. After that, access is available whenever you need it.
How do I access the Pearson Virtual Library from the Library Department area?
To access the Pearson Virtual Library, follow the instructions below:
- Log in to the LMS/Moodle.
- Go to the Library Department, either through the Moodle course area or through MUST Virtual.
- If accessing through MUST Virtual, follow the steps below:
- Go to the Master's, Doctoral, or Spanish-language environment.
- Inside MUST Virtual, find the block titled "Library Department" and click it.
- Go to the Collections section and click "Proprietary Databases and Platforms - Pearson PT."
- The Library [content incomplete in the original article]
Payments
Why does "Financial Hold" still show in the LMS even after I paid?
If the payment was made the same day, allow up to 24 hours for the system to update.
If more than 3 days have passed, open a ticket with your full name and the payment date so we can check on it. Submit a ticket: Student Support
How do I cancel my enrollment, request a refund, or get a contract and settlement statement if there are no outstanding balances?
To cancel, submit a "Withdrawn" request through this link: https://app.pipefy.com/public/form/NVxH5w12. When you want to return, request re-entry through the same form. To request a refund, contract, or settlement statement, open a ticket with your full name and the reason for the request. Submit a ticket: Student Support
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article