FAQs

Enlistment and Enrollment/Confirmation of Enrollment via MLS

    1. I want to go back to DLSU as a returnee, how can I apply?
      A returnee, who intends to enroll for a particular term, is a student who was not enrolled in the previous term.Returnee students can directly coordinate with the College/School Academic Programming Officer for academic advising, to include instructions on clearance (if any), and guidance on concerns regarding student accounts activation such as My.LaSalle and Animo.sys accounts.For details, kindly visit the following Enrollment Schedule links:UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    2. Is pre-enlistment required to all students?
      Pre-enlistment provides relevant information to departments and colleges to determine the courses students intend to take in the succeeding term. Thus, UG and GS students are enjoined to participate in the pre-enlistment activity.Students are requested to be view the helpdesk announcement on pre-enlistment updates.

    3. When is pre-enlistment typically scheduled within the current term?
      Pre-enlistment is usually scheduled on Week 3 or Week 4 of the current term. However, schedule may be adjusted due to factors such as declared class suspensions or technical issues.  Students are requested to regularly monitor helpdesk announcements for updates.

    4. What is the *step-by-step pre-enlistment procedure?
      1. Log-in to animo.sys.dlsu.edu.ph and click Self-Service.
      2. Under Course Enlistment, click Add Course to Enlist.
      3. Click the “Look Up Course” icon.
      4. In the Look Up pop-up window, specify the course to enlist in.
        • In the Subject Area textbox, enter the course code’s first 2 characters
        • In the Catalog Nbr textbox, enter the course code’s last 5 characters
      5. Click the Look-Up button to display the Search Results.
      6. Click the course to enlist in.
      7. For additional courses to enlist in, click the plus (+) icon, then repeat instructions 1-4.

      *Credits to USG FB page

    5. Can I still enroll if I was not able to pre-enlist?
      Students who missed the pre-enlistment, will still be able to enroll online as long as students were enrolled the previous term. For details, kindly visit the following link:UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    6. What is the mandatory Confirmation of Enrollment?
      Confirmation of Enrollment is a required sub-step in the online enlistment and enrollment process. It will allow a student to signify his enrollment for a term and attend classes, with a commitment to settle fees on time or later in the term, subject to applicable charges.

    7. How will the Confirmation of Enrollment be done?
      All students will be required to access their My.LaSalle account (MLS), click View Assessment (tab at the left side of MLS Main Menu), to confirm one’s enrollment for a term. Students are enjoined to access the appropriate link below for the schedule and steps to confirm enrollment.
      UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    8. What will happen if I fail to confirm my enrollment for a particular term?
      Students who fail to confirm enrollment will be auto-dropped from ALL  enlisted/enrolled courses, as scheduled, whether paid or not yet paid.

    9. If I have been auto-dropped and all my enlisted courses gone, do I still need to request for reinstatement?
      No need, as there will be no reinstatements anymore. If you were auto-dropped, you may enlist again, but during the scheduled online special adjustment only.

    10. I am a new student this term, am I required to access My.LaSalle (MLS) and confirm my enrollment?
      Yes, as a NEW student on your first term in the University, you are also required to confirm your enrollment by visiting your My.LaSalle account, and press the enrollment confirmation button. This step is crucial step for ALL students to comply with.

    11. As a returnee, do I also need to confirm my enrollment via MLS?
      Yes, if you are a returnee for a particular term, you are also required to confirm your enrollment by visiting your My.LaSalle account, to press the enrollment confirmation button. This step is a crucial step for ALL students to comply with.

    12. Can I still drop a course/s after I confirm my enrollment?
      Yes, students may still drop a course/s following the dropping policy and schedule, subject to retention fees. For details applicable to the term, please visit the links below:
      UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    13. I am a scholar under Office of Admissions and Scholarships (OAS), should I also confirm my enrollment?
      Yes, scholars (partial/full) should also confirm one’s enrollment during the schedule of their College. Scholars have to choose “Pay Later” as Certificate of Support has to be processed and secured from OAS.

    14. Is there still a way for a student to confirm and enroll (add classes) classes beyond September 9 (8:00 PM)?
      There will be a 3-days extension, for those who were auto dropped by the system. These students can still add new courses and confirm their enrollment from 11 to 13 September 2023 only.

    15. What is retention fee and how is it being computed??
      Retention fee is a fee charge based on the week the student drops a course. This is a percentage of the tuition of the course being dropped. Please refer to the enrolment calendar for the table on dropping courses.
      UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf 
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    16. Is there a specific time period for the emailing of EAF after adding classes in Animo.sys?
      Students should be able to receive an email re: Schedule of Classes the next day after their online enrollment. EAFs will be accessible via MLS starting 26 Aug 2023.

    17. May we ask whether exchange students will be needing to confirm their enrollment?
      Inbound exchange students are enrolled manually, OUR will confirm them administratively.
      Outbound exchange students (local students) must follow the regular process. These they need to confirm through their MLS.

    18. What happens if a student accidentally clicked pay now instead of pay later?
      If “Pay Now” was accidentally clicked instead of “Pay Later”, student may press the back button or home button or log out. But if ready to pay, student may proceed with “Pay Now” and to the online payment facility. For OAS auto-renewed scholars, these students are advised to click “Pay Later” if Certificate of Support (COS) is not yet available.  They can proceed to click “Pay Now” once the credit reference number (RF) is already viewable in the MLS View Assessment facility (ideally, Week 3, Day 1-6 of the term). For manually-processed OAS scholarships, the RF is issued onsite during manual processing of scholarships (ideally Week 4, Day 1-6 of the term)But if the scholar would opt to pay without waiting for the credit reference number (RF), one may proceed with “Pay Now” and settle the fees through the online payment facility.

    19. What is the current policy on soft prerequisites?
      As announced through the OVCA helpdesk announcement dated 22 April 2021 on No Fail Policy during Covid-19 health crisis,  the policy of converting all prerequisites to soft prerequisites has expired end of Term 2 AY20-21. As such, the implementation of the regular prerequisite rules shall resume starting Term 3 AY20-21 (Semester 2 AY 2020-2021 for the School of Law).As a reminder on the regular prerequisite rules:

      • If course A is a Soft Prerequisite to course B, a student may take course B only if he/she has previously taken course A, even if not passed.  Hence, a student with a W mark in course A is allowed to take course B.

      If course A is a Hard Prerequisite to course B, a student may take course B only if he/she has passed course A.  Thus, a student with a W mark in course A is not allowed to take course B.

    20. What is an optional elective or optional minor?
      Optional electives or optional minors (formerly free electives or free minors) are additional 12 units that an undergraduate student can take, which are not part of one’s curriculum/flowchart.

    21. I am interested in taking optional electives, when and how can I enroll?
      Undergraduate students interested to take optional electives/optional minor need to secure prior approval from the Academic Department offering the course/s before enrolling.For reference, visit the Enrollment link below (page 7):UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
    22. I am a Graduate Studies student, how can I enroll for non-coursework such as thesis-writing or defense?
      GS students may refer to the link below on the updated schedule of non-coursework enrollment and procedures.
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    23. Is there any way I can cross-enroll to another school? What is the procedure?
      DLSU students who wish to cross-enroll to other schools may follow the below  procedures as announced in the HDA:

      Outbound Cross Enrollment 1. Student to accomplish and save in PDF format the needed enrollment form

      Permit to Cross Enroll Form
      https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/EN-09.pdf

      2. Student to secure the email endorsements/approvals from the department and college indicated on the form (Department Chair, Associate Dean/Dean of Student Affairs, International Center), depending on the course to be cross enrolled in the Host School.

      3. Student to email to [email protected] the email endorsements/approvals with attached filled out enrollment form (PDF Format), using the email subject line:

      Outbound_Permit_CrossEnroll/Name(ID Number)

      4. Email endorsements from the department and college have to be included in the email thread to be forwarded to OUR, with the accomplished enrollment form as attachment.

      5. OUR to acknowledge receipt of the email and review the attached form and required email endorsements from department/college.

      6. Once cleared, OUR shall send directly to the Host School, via email, the approved Permit to Cross Enroll. Student applying for outbound cross enrollment shall be copy furnished in the email.
    24. How can I enroll for Non-Coursework during a particular term?
      GS students are advised to visit the below link for procedures on non-coursework enrollment for the term.GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

Dropping/Withdrawal

    1. If a student drops after Week 2 of the term, can one still get a refund?
      No, as per policy, there will be no refund if student dropped beyond Week 2 of the term.For reference on detailed schedule on dropping, please visit the link: https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf

    2. Until what week of the term are students allowed to drop subjects?
      Both UG and GS students shall be allowed to drop their courses until Week 4 of the term as indicated in the Student Handbook.

    3. Am I eligible to drop and how can I drop online for a particular term?
      For a specific term, courses may be dropped online through the Animo.sys, except for students who shall be required to follow the manual dropping procedure:
      The students below are required to follow the manual dropping procedure:

        1. Undergraduate students and Graduate students on their first term of enrollment (New/Transferees)
        2. Upperclass undergraduate students whose total load will fall below 12 units after dropping.
        3. Graduate students dropping ENG501M or ENG502M.

      To manually drop, the above students must follow the following:

      • For these cases, student to accomplish and save in PDF format the APPLICATION FOR MANUAL DROPPING form
        https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/EN-04-201904.pdf
      • In lieu of an actual signature on the form, student has to secure the email endorsement/approval from the Associate Dean of the College
      • Student to accomplish the Google form link below and upload the necessary forms and email endorsements (PDF format):
        https://bit.ly/Manual_Dropping_UG_GS   
      • Once cleared, students will be dropped and will be informed accordingly on how to access the revised EAF.

      For further details on dropping, please refer to this links:

      UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    4. How will I know if I am to drop online or drop manually?
      For more information, please refer to the following links on Enrollment Calendar and refer to the page on dropping of courses:
      UG – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_ug.pdf
      GS – https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/enroll_gs.pdf

    5. If I plan to withdraw my courses, will I be allowed? Until when can I withdraw the courses I initially enrolled in?
      Yes, both UG and GS students shall be allowed to withdraw their courses online starting Week 5 until Week 9 only of the term with no refund.

    6. How can I withdraw online?
      For a particular term, withdrawal of courses will be done online through Animo.sys following the same procedure as the dropping of courses. Withdrawn courses shall appear in the Transcript of Records as “W”.

      Undergraduate and Graduate students can withdraw from their courses for this term from Week 5 to Week 9, with no refund.

Leave of Absence (LOA)

      1. If I enrolled online but opted to file for Leave of Absence for the term, will I be allowed? Until when can I file for LOA this term?
        Students can file for Leave of Absence until end of Week 9 of the term.

      2. What is the procedure for filing Leave of Absence?
        Students may follow the below LOA procedures as announced via HDA:

        Leave of Absence (LOA) Application

         

         

         

         

        * LOA is only applicable to eligible students.
        1. Student to accomplish and save in PDF format the LOA form.
        • Submit the accomplished LOA form and necessary documents below via the Google form
        • Medical certificates with a clear contact number of attending physicians [with email validation from HSO and OCCS (for mental health concerns)] is required.
        • Consent letter and valid ID of the Declared Guardian
        • Supporting Documents (if applicable only)
        • Clearance from the Office of Admissions and Scholarships (for OAS scholars only)
        1. A copy of the Google form response will be sent to the student’s email as an acknowledgment receipt.
        2. Students who are currently enrolled/enlisted, will be dropped or withdrawn (whichever is applicable) from all enrolled courses depending on the date of submission, subject to appropriate fees.
        3. Application will be evaluated and once deemed complete, OUR will process the LOA as endorsements/approvals from other offices shall no longer be required. Student will be informed through email once the LOA is processed not later than 4 working days upon submission of the application.
        4. It is the responsibility of the student to ensure that all necessary forms and documents must be submitted, thus, an incomplete application will not be processed
        5. Beginning T3 AY 2022-23, students may be on LOA for a term or more, as there shall be no limit as to the number of terms a student may apply for LOA.
        6. Upon return from LOA the student will have to coordinate with the following offices to check if they have any accountability that needs to be settled before applying for returnee enrollment.
        • OCCS
        • SDFO
        • FAO
        • HSO/Clinic
        • Associate Deans

        Students who are recipients of scholarship grants must officially inform the DLSU Office of Admissions and Scholarships (OAS) in writing that they intend to take an LOA. Be reminded that taking an LOA is a ground for the termination of a scholarship grant unless special consideration due to meritorious cases was given by OAS. Please check the provisions in your Scholarship Guidelines related to LOA stipulated here.

        Filing a Leave of Absence is considered for the whole term.  If the needed absence will only be for a day or week, please consult your College Associate Dean or APO, as such absence is not considered a Leave of Absence from the University.

      3. I am an undergraduate student completing my requirements in a deferrable course, can I enroll in Academic Residency instead of taking LOA?
        For UG students who shall work on the completion of requirements for pre-determined deferrable course for a term (based on the Course Profile Form), they are advised to enroll in Academic Residency, during Week 1 of the term, to have student insurance coverage, access to online library, online enrollment for the succeeding term and to AnimoSpace.Otherwise, if students opt to be on LOA, these students shall have access to AnimoSpace only and shall not have the same privileges if enrolled in Academic Residency. Students can enroll in Academic Residency until Week 1 of the Term

Grades

  1. What is the HDA ‘No Fail Policy during Covid-19 health crisis’ all about?
    In reference to the OVCA helpdesk announcement dated 22 April 2021, the Academics Council approved a resolution to reimpose the No Fail Policy during the Covid-19 health crisis from Term 2 AY 2020-2021 until further notice.The No Fail Policy means that a grade of withdrawn (W) shall be reported in place of a 0.0.  A mark of W means that credit is not earned for the course but it is not considered a failure.  The W mark is not included in the computation of the GPA.Since a grade of 0.0 cannot be incurred during this period, ineligibility rules are effectively suspended as well.This policy of W instead of 0.0 is applicable to EVERY undergraduate and graduate student, including the College of Law.

  2. Given the No Fail Policy during Covid-19 health crisis, in what instances can I seek an excused absence due to covid?

    Based the same OVCA HDA, the following  students may secure an excused absence due to Covid from the College Associate Dean as announced in a previous OVCA HDA dated 06 April 2021:

    1. are infected by covid,
    2. are affected by covid because of infection in the household,
    3. are affected by covid for being put in isolation, or
    4. have problem coping mentally with the covid situation
  3. If I was approved to go on an excused absence due to Covid-19 and incurred “W” grades in my courses for T2, AY20-21, can I still complete the requirements to complete these courses?
    As also announced through the OVCA helpdesk announcement dated 22 April 2021 on No Fail Policy, the provision for completion of requirements up to the following term is applicable only to those with excused absence due to covid.A “W” mark incurred by a student who has an excused absence due to covid may be changed to a numeric grade within the following trimester if completion of requirements will enable the student to meet the standards for passing the course.If a student who has an excused absence due to covid already has a numeric grade at the end of the term even if he/she missed some requirements, the grade may still be changed the following term if the making up for these requirements will lead to a higher grade.

  4. I have a deferred grade last T2, AY19-20 which should have been completed by the end of T2, AY20-21, what if I have not complied with this, what will happen to my deferred grade?
    If by the end of T2, AY20-21, the student has not complied and completed the requirements on a course with deferred grade for T2, AY19-20, the grade shall be converted to W “Withdrawn” grade

  5. I was not included in the final grading sheet of my professor due to payment concerns, how will I be given a grade for me to view in MLS?

    In such a case and if the student has been cleared with payment, OUR shall coordinate with the concerned faculty members and provide instructions regarding grade issuance to the student. Such will be done through a grade issuance form to be filled out by the faculty, to be submitted to OUR and for encoding in the system.

    However, grade issuance procedure takes several steps and will take some time to complete. Thus, payment of balances should be done on or before the specified deadlines to avoid removal from the final grading list and receive grades on time.

Degree Audit

  1. I already applied to graduate, when can I expect to receive the graduation assessment of fees?
    Graduation assessment of fees and/or Notice of Academic Deficiency/Notice of Clearance will be sent after ten (10) working days (excluding Saturdays, Sundays, holidays and class suspensions) to the email address provided by the student during the application to graduate (ATG).However, the counting of 10 working days will only apply once the ATG schedule of the college starts. For updates, student can refer to the link for Application to Graduate, https://www.dlsu.edu.ph/offices/registrar/schedules/

  2. How can I file for course crediting?
    Students who intend to file for course crediting may access the link below for the procedures:https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/application-for-course-crediting.pdfTo determine the which courses can be credited, student is advised to seek advice from the College Associate Dean for assistance.

  3. I filed for a course crediting, how will I know that my courses were already credited?
    Students may view if courses have already been credited, through their MLS account, under “View Curriculum Audit”, two (2) weeks after submission of forms to the OUR.

  4. I have already completed my curriculum audit, how come I still received a deficiency?

    During the time of the conduct of degree audit/evaluation for some students who applied to graduate, an academic deficiency may have been noted. Hence, these students were notified of the deficiency via email. During the issuance of notification of deficiency, some students may still be in the process of requesting for course crediting,

    As part of our reminder, the following phrase has been indicated in the ATG guidelines “If student took a course with a different course code, please process a Course Crediting Form” and after the deficiency has been settled, student should inform the OUR immediately by  accomplishing the Google form below:

    http://bit.ly/Settled_AcadDeficiency_UG

    http://bit.ly/Settled_AcadDeficiency_GS

  5. How do I know the course title of the course code indicated in the academic deficiency?Students are strongly advised to have a copy of their updated program flowchart to have a ready reference on their program course codes, course description and number of units.

Completion of Degree/Graduation

  1. When are diplomas usually released to the graduates?
    Generally, the diploma is issued one (1) month after the date of the Commencement Exercises. This is sent via courier to the address you have indicated in the ATG.In case there shall be a delay with the delivery due to an unforeseen circumstance/s, students shall be advised accordingly.

  2. To where can I refer to for the list of activities related to completion of degree/program?
    Students may visit the link below for details: https://www.dlsu.edu.ph/wp-content/uploads/pdf/registrar/schedules/graduation-activities.pdf

Request for Documents

  1. How can I request for documents like Transcript of Records and Certificates?
    Students may request for documents via the Online Request for Documents facility with the link https://www.dlsu.edu.ph/offices/registrar/cost-of-studies/request-for-documents/.For the following documents or requests, kindly send an email to [email protected]

    • Change of Information
    • Transfer Credential
    • Certification, Authentication and Verification (CAV Requests)
    • Certified True Copy of Diploma
    • Certified True Copy of Course Syllabus
    • Certified True Copy of Flowchart
    • Duplicate Diploma
    • Duplicate Transfer Credential
    • Change of Parent on Record

OUR Contact Information

  1.  How can I reach the Office of the University Registrar for concerns or queries?

Students may initially visit and browse through the OUR webpage (https://www.dlsu.edu.ph/offices/registrar/)to be familiar with schedules and procedures pertaining to enrollment and student records-related matters.

For further clarifications, students may email [email protected] or contact the official OUR mobile numbers below accommodating phone calls only:

(632) 8524-46-11 local 245 (DLSU Trunk line)

Mon-Fri 9:00am–12:00nn & 1:30pm–4:30pm/Sat 9:00am – 12:00nn

* [email protected]

Other Concerns

        1. I paid more than my total assessment for the current term, will I be receiving a refund?.
          As approved in the Academics Council and Student Handbook Revisions Committee, excess payments or fees shall be automatically credited towards the following term of the student. Thus, the excess payments for the current term shall be credited to the next or following term.However, a student may still manually request for a refund once the Finance and Accounting Office (FAO) makes a call for request for refunds through a helpdesk announcement.

        2. I filed a request for refund last/previous term, when and how will I be able to receive it?

          Students who filed for a refund last/previous term shall receive their refunds within the current term through wire bank transfer. This will be credited to the nominated bank account provided to the FAO subject to minimal banking fees.

        3. I still have unpaid balances during the previous term, will I be barred from enrolling online for the upcoming term?
          Yes, students with unpaid balances during the previous term will be barred from enrolling online for the upcoming term.  Thus, student will be put on hold and settlement of unpaid balances has to be done before one can enroll.

        4. I still have unpaid balances during the previous term, will I be barred from enrolling online for the upcoming term?
          .
          Yes, students with unpaid balance for the current term will also be barred from enrolling for the next term. Students need to settle balances with Finance and Accounting Office to enable one to enroll for the next term.

        5. For tuition and fees payment matters and issuance of official receipts (OR), where can I be directed for instructions and information?
          .
          Students may refer to the link below which includes information related to tuition and fees payment:https://www.dlsu.edu.ph/offices/accounting/official-payment-channels/

        6. Until when will the payment without surcharge be?
          .
          For each term, student may refer to the link below for updates on surcharges:Official Payment Channel – https://www.dlsu.edu.ph/offices/accounting/official-payment-channels/Payment Options (Full/Installment) – https://www.dlsu.edu.ph/wp-content/uploads/pdf/accounting/guidelines/payment-options-full-and-installment.pdf

        7. If I fail to pay the required tuition and fees of at least 50% (for 2-payments) or 33% (for 3-payments), what will happened to my enrollment?
          If a student fails to pay the prescribed tuition and fees, following a chosen installment plan (either 2-payments to 3-payments), there will be corresponding penalty fees to be settled.Kindly refer to this link for the reference and sample illustration:Payment Options (Full/Installment) – https://www.dlsu.edu.ph/wp-content/uploads/pdf/accounting/guidelines/payment-options-full-and-installment.pdf

        8. What are the other related links that I can check related to tuition and fees?
          Student may also visit the following links related to tuition and fees:

        9. For concerns on tuition and fees payment-related matters, which office can I contact?
          For tuition and fees payment-related inquiries or other concerns, student may email the Office of the Chief Financial Officer through the following:
          1. [email protected]– For concerns relating to:a)  Unposted paymentsb)  Requests for Official Receipts (OR’s)c)  Tuition balancesd)  Payment channels2. [email protected] – For concerns relating to:

          a)  Refunds

          b)  Credit memos (scholars)

          c)  Clearances

          d)  Certifications

Student Access

  1. In case of technical problems with my My.LaSalle and Animo.sys accounts, which office will I contact or coordinate with?
    Students may email [email protected] in case of technical problems with the following accounts: My.LaSalle, Animo.sys, AnimoSpace and DLSU Gmail.Alternatively, student can log their concerns through the link:https://docs.google.com/forms/d/e/1FAIpQLScSowXv33H5vMBEDZDsM-sVPuCpK2w1SaNdBH5g7GojZHJp4A/viewformStudents may also refer to the Frequently Asked Questions (FAQs) of ITS with the link below for reference on MLS, Animo.sys and DLSU Gmail:https://www.dlsu.edu.ph/offices/its/frequently-asked-questions/#prf