FAQs

Frequently Asked Questions

Need help studying away from Uni? View our full guide on getting connected; covering VPN, Canvas, myUniApps, Zoom and Lecture Capture.

We offer first level support to students with their VPN connection, account access, software and study tool enquiries. You can chat with us online or lodge a ticket.

Please note that we are not equipped to help with hardware issues.

For all staff IT issues, please call 834 40888 or submit a ticket using the Staff Services Portal.

  • How can I access Student IT services?

    Student IT has multiple channels to provide support for you, whether you are studying remotely or on campus.  For online support, all students can contact us through chat or by submitting a support request. If visiting campus, you can find the locations and opening hours of our service desks here.

  • I do not have access to IT hardware. Can the University assist me?

    The University has established the COVID-19 Emergency Support Fund to assist students with purchasing IT hardware, such as laptops and internet access, to enable students to study remotely. More information can be found here.

  • What printing and scanning services are available?

    Printers and scanners are located in libraries and available to students. You can find out more about Student Print here. Please check the opening hours of libraries to plan your visit to campus.

  • What software can I access from home?

    You are able to access library software using myUniApps. More information can be found here. A list of software available for installation on your personal device can be found here.

  • I have an issue with a University-owned device, how can I get help?

    Unfortunately, we are unable to assist with University-owned devices. The quickest way to get help for University-owned devices is to contact the Service Centre by phone on (03) 834 40888. If you are unable to call, please lodge an online support request here.

  • I can't login to my student account. What should I do?
  • How can I reset my password?

    You can reset your password at accounts.unimelb.edu.au. We recommend resetting your student password every 6 months.

  • Why do I have two email addresses?

    Each student at the University has a primary email address and an alias email address. Both email addresses redirect received emails to the same inbox – so don’t worry about missing out on any emails!

    It is easy to remember that your primary email address is in the format username@student.unimelb.edu.auThis is the email you should use when connecting to the eduroam Wi-Fi network and when downloading software using your student account.

  • I'm participating in a subject that is described as Dual Delivery and has Blended Synchronous Learning. What does this mean?

    Dual Delivery and Blended Synchronous Learning are terms that describe how subjects that include online elements are being delivered and how you as a student can participate in them. Please see our Studying Remotely guide (points 6 and 7) for a full explanation on what these terms mean.