Before troubleshooting
Protect unsaved information before refreshing the page
If you have completed a long form, do not immediately refresh the page or close the browser. Copy editable text to a secure place and note the error message and page URL.
- If the form has a Save option, use it once and wait for completion.
- Copy the non-sensitive error text or take a cropped screenshot.
- If an upload is in progress, wait before leaving the page.
- If an error occurred during payment, check your bank activity before starting the payment again.
Repeating a form, application or payment action in quick succession may create multiple records or suspected duplicate charges.
Quick checks
Follow these safe basic steps in order
- Check your internet connection.
- Open bursverenler.org directly in an up-to-date Safari, Chrome, Edge or Firefox browser, rather than inside Instagram, WhatsApp or another application.
- Close the browser completely and reopen it.
- Make sure the browser and device operating system are current.
- If possible, try a different connection or another supported device.
- If the problem continues, clear only the cookies and site data belonging to bursverenler.org, then sign in again.
Limit deletion to the bursverenler.org domain. This may sign you out, so make sure you know your account password.
Solution by issue
Use the guide that matches your situation
The page does not open or appears blank or broken
Leave the in-app browser and open the page directly in a supported browser. Reset browser zoom to normal and refresh once. If the problem continues, report the device, browser and page URL.
I cannot sign in or my password does not work
Use Forgot Password and proceed only with the latest verification link or code. See Login and Password Issues.
I do not receive an email or SMS notification
Check spam, junk and promotions folders and verify your telephone number and email address. If it is still missing, follow Email and SMS Notification Issues.
A form button does not work or information is not saved
Check required fields, red warnings and unfinished uploads. Submit once and wait. After applying, confirm the record through Checking Whether an Application Is Complete.
I cannot upload a document or photo
Check the file format, size and name and your connection. Use the Document Upload Issue guide.
I see an error while paying the application service fee
Before paying again, check your bank or card activity and application record. Follow Application Service Fee and Payment Process.
A donation appears failed, pending or duplicated
A missing notification does not by itself mean failure. Check the bank activity and transaction record and do not repeat the donation until the status is clear. See Donation Result and Payment Record.
The page or keyboard is difficult to use on mobile
Use portrait orientation, close the keyboard before scrolling and try again in current Safari or Chrome. Do not use an in-app browser.
Support request
Share the information needed for review in one message
If the basic steps do not resolve the issue, email info@bursverenler.org or use the Contact Us page.
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Explain what you were trying to do
Briefly state your intended result and what happened.
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Add the page URL and time
Include the full URL and the date and approximate time of the issue.
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Add device and browser information
Include the device model, operating system, browser name and version where possible.
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Include the error and the steps taken
Write the exact error text and describe the preceding actions in order.
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Add a safe screenshot if necessary
Crop the image to the relevant area and fully mask identity, contact, document, bank and card details.
After submitting, continue through the same email thread. Repeated new requests do not speed up review.
Information security
Do not share sensitive information in a support message
- Do not send your password or SMS verification code.
- Do not attach your national ID number, full identity document or application documents.
- Do not share a full card number, expiry date, CVV or banking password.
- Do not send another person’s application, documents or contact details.
- Check browser tabs, notifications and autofilled fields shown in screenshots.
A password, SMS code, CVV or banking password is never needed to investigate a support issue.
Scope of support
Technical support investigates system issues; it cannot change scholarship decisions
Technical support may assist with website access, account screens, browser compatibility, error messages, form use, file uploads and technical review of transaction records.
- Scholarship criteria, eligibility assessment and final decisions belong to the relevant institution.
- Technical support cannot change an application result or institution decision.
- For Institution Management Panel issues, include the institution name and relevant panel page.
- Institution users must not add applicant or recipient personal data to support messages.