Why this happens
It’s because the email address domain (the bit after @) isn’t recognised in our database, this generally happens if your IT technicians update the domain each year (e.g. @myuni2016.ac.uk), if you go to Oxbridge and we don’t have your college’s domain already in our database, or if you have a departmental sub-domain we just haven’t seen before.
This isn’t your fault and we still love you, we just need to know what the domain is. Please email us from your university email address and we’ll update our records, our support email is: firstname.lastname@example.org