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Parent/Guest Portal FAQ for Parents


The Parent/Guest Portal is an online system that allows students to share a variety of information resources with their parents/guests ranging from financial aid to grades and class schedules to housing and dining plans.

If you are a parent or guardian, and you have a question about the Parent/Guest Portal, read through our frequently asked questions:

What is the STAR Parent/Guest Portal?

STAR is WVU’s student information system. Your student can create an account for you, and authorize you to view some of their information in STAR, such as account/billing information, financial aid, grades, course schedule and housing/dining information. You can access this information by logging into the Parent/Guest Portal with the account your student created for you.

I forgot my PIN/password. Now what?

You can click the Forgot PIN button on the logon page to reset it, or your student can reset it for you.

I cannot log into the Parent/Guest Portal. Why?

There are several possibilities. First, confirm with your student that he/she created an account for you and that the Start and Stop Dates for the account are set properly. Also, confirm with your student that you are using the correct username (email address) to logon. If you have forgotten your PIN/password, your student can reset it for you, or you can click the Forgot PIN button on the logon page to reset it.

I lost the “New Proxy Identity” email message needed to activate my Parent/Guest Portal account. What can I do?

Your student can re-send the message from their Communications tab in Proxy Management.

How do I change my PIN/password?

After logging into the Parent/Guest Portal, follow the Click here to change your PIN link. If you forgot your PIN/password, click the Forgot PIN button on the logon page or ask your student to reset it for you.

What is a “Passphrase”?

Your student can assign a word or phrase to your account, which you must use to verify your FERPA identity for phone calls or other offline queries to WVU offices. If you have questions about FERPA, please refer to Your student is responsible for communicating this FERPA passphrase to you.

How do I change the email address that I use to log into the Parent/Guest Portal?

After logging into the Parent/Guest Portal, you can change your name or email address at any time by updating the information on your Profile tab. If you change your email address, the system will send you two email addresses: one email message to the current (old) email address with a link to decline the change, and another message to the new email address with a link to accept the change.

Will I have more than one set of logon credentials if I have more than one student attending WVU?

No. Because your account username is your email address, if more than one student authorizes you to access their information, you will see a tab for each student after logging into the Parent/Guest Portal.

I cannot see some of my student’s information. Why?

Your student determines the information (or pages) that you are authorized to view.

Can I update my student’s information?

You may only view your student’s information.

Can I use the Parent/Guest Portal to pay my student’s academic deposit or electronic bill?

Yes, if your student authorized this access for you.

I was trying to update my student’s information and I was redirected to a logon page. What happened?

You cannot update your student’s information.

The Parent/Guest Portal is very slow when using the Safari web browser. What can I do?

This is a known issue. We recommend using Internet Explorer, Firefox or Chrome.

I am still having technical difficulties. Who do I contact?

You can submit a ticket to the WVU Service Desk by visiting the Parent/Guest Portal Support service page.

For additional information, check these categories in the Knowledge Base:

Parents & Guests Articles

Community Services Articles

Need assistance? See the following related services:

Community Services Requests




Article ID: 4962
Thu 4/9/15 4:35 PM
Fri 9/29/17 1:17 PM