Contact IT support
Information to help solve your IT problems, and how to report problems or request services.
Connect to IT services
As a distance learner, IT access and support will be really important. Here's a quick introduction to the essential IT services, and what you need to do to access them.
In the Portal you can get more detailed information about accessing and using these (and other) IT services by searching and browsing from the homepage or ASK tab, or via widgets in the My Area tab.
Please note that:
- You must have set up Multi-Factor Authentication (MFA) on your IT account in order to access some of these services. You'll have been asked to set up MFA after setting up your IT Account when you registered. If you didn't do it then, you should do it now. Make sure you complete the setup fully (i.e. register both an authentication method and a recovery method).
- Some IT services may not be made available to you until after your course start date.
Essential IT services
For resources and information relating to your studies.
Details of essential IT services. Accordion
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Portal – personalised access to services and information
The Portal provides easy access to your email, Moodle, timetable, personalised student news, library loans and more.
And ASK (Advice, Support, Knowledge) in the Portal your starting point for information, advice and support from your department, faculty, college, central services, Library and the Students’ Union.
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iLancaster – the University’s mobile app, including attendance check-in
iLancaster, our mobile app, provides access to a range of services, including your timetable, information about campus facilities, and an attendance check-in feature for undergraduates and taught postgraduates to register attendance at timetabled teaching sessions.
If you've been using iLancaster as an applicant, after setting up your University IT account as part of the Registration process you must log out of iLancaster, and then log back in using your new IT account username and password. This will give you access to all the services in iLancaster that you need.
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Moodle – course modules, materials, appraisals and meeting records
Moodle is used by undergraduates and taught postgraduates to access programme and module spaces online that can include course materials, recorded lectures, online discussions and assignment submissions.
You’ll start to access these spaces in Moodle as your course gets going, but as soon as you’ve set up your IT account you’ll be able to do a 'Ready for University' course in Moodle that helps you get to grips with university life, and other courses that help improve your digital skills.
There's also a short online course to introduce you to using Moodle.
Research postgraduates use Moodle for appraisals and recording supervision meetings.
For software
Details of services for access to software Accordion
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Software - access to site-licensed applications
Site-licensed software is available to you. Using AppsAnywhere on Windows devices, or MyLab (see below), many applications can be run without the need to install them.
As a Lancaster student, you are also entitled to download and install Microsoft Office applications for free.
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MyLab – access software on your device via a virtual PC Lab computer
MyLab gives you access online to software on your device via a virtual PC Lab computer (just like you'd get in the Library and PC Labs on campus) from anywhere via a web browser.
Other services
Details of other essential IT services Accordion
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Email – your Uni email, including via the web and on your mobile devices
Microsoft Outlook email is used for emails from your department, college and student support, including a weekly news digest called My Lancaster.
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Teams – your online meetings, chat and collaboration
Microsoft Teams will enable you to meet online with lecturers, teaching staff and fellow students.
You can use Teams on the web, but we'd recommend installing the app for easy access on Windows, Mac, iPhone, iPad and Android devices.
You'll also be able to store and share files within Teams using OneDrive or OneNote.
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OneDrive – your secure personal file storage
OneDrive provides you with unlimited secure storage for your work, as well as options for collaboration and file sharing.
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eduroam - how to connect to Wi-Fi if you visit campus
When you come onto campus, make sure you follow the eduroam connection instructions - this will ensure you have connected securely and are using the correct login details, and are less likely to lose your connection when updates happen.
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MyAccount – personalised information about your IT account
MyAccount provides personalised information about your IT account, including your University email address and your username format for logging in to Office 365.
Getting IT help and support
What to do if you’re having IT problems.
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IT service issues
Check your Portal notifications or ISS on X (formerly Twitter) to find out about IT service issues.
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Spam and phishing
Guidance and training about spam and phishing emails, including tips to reduce the amount you receive.
Improve your digital skills
Access free training, information and guidance to get the IT skills you need.
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Digital skills training
Training for a range of topics. Information sessions, webinars, and short online courses.
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Embrace Digital
How to get the most out of digital technology and look after your digital wellbeing.
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Digital security guidance
Staying safe online, and protecting your devices and information.
