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.

  • Is Student IT providing support during Virtual Campus operation?

    We are still here to provide virtual support to you!  You can contact us through chat or by submitting a support request.  Our support hours can be found 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.

  • Is the University still providing a printing service?

    As all University buildings (including the libraries) are closed until further notice, there are  currently no printing services available.

  • 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.

  • What is multi-factor authentication (MFA)?

    The University has introduced multi-factor authentication (MFA) as an additional layer of security for both staff and students. This means you will be prompted to verify your identity on your smart device when you log on to University applications and systems. More information on MFA can be found 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.