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Compass

Compass is the University's new portal for all student enquiries. No matter how big or small your question is, Compass will be able to help. You'll be able to take a look at handy FAQs, book appointments, update your personal records along with submit enquiries for any questions you may have and be up to date with what's happening every step of the way.

FAQs

The Gateway Team deal with thousands of questions every year from the weird and wonderful such as "What was the score in the Sunderland game on the weekend?" to the nitty gritty ones like "I have not received my Student Loan yet, however when I check my application it looks like I applied for the wrong course, what can I do?".

As we deal with varying questions every single day, chances are the question you have, no matter how big or small may have already been answered. Our FAQs are here to give you instant access to the answers you need, all you need to do is type your question in and we'll search our whole FAQ database to see if we have a suitable answer.

Submitting a Enquiry

If you're stuck with something or having problems with anything here at the University, The Gateway Team will be able to help. All you need to do is submit your enquiry via Compass. Once you log in, you'll be able to create a ticket for yourself with the question that you have. We simply ask that you give us a bit of information about your query so that we can help. If we can't answer your question, we'll be able to transfer your query to a colleague who will be able to and you'll be notified of who's now dealing with it.

Please note, any communication from The Gateway Team will be via Compass, and in the first instance will be directed to your student email address. We may need a bit more information from you to help resolve your enquiry, so from time to time we may add a 'note' onto your ticket. This may be asking a question to you, or it may just be giving you a brief update of what's happening.

Keeping track of your Enquiry

Once you have submitted an enquiry, you will be kept up to date with what's happening and will be able to track your enquiry all the way to it's resolution. You'll receive email notifications on your enquiry everytime there's an update, whether this is notes or whether your ticket has to be transferred to another team within the University to be answered. This email notification will go to your student email account.

Once you open your enquiry, your 'Ticket History - Notes' tab will show you everything that's been going on, meaning you'll always be kept in the loop. You'll also have access to all your enquiries that have been resolved, so if the problem ever comes back up, you'll know what to do.

Emailing from a personal account

Whenever you email the Gateway team, we will automatically create an enquiry for you to keep you up to date with what's going on.

If you are emailing from a personal email account, we will still receive your enquiry and you'll get an automatic response to let you know what your enquiry number is and how to access it. From then on, once we add a note or a resolution any notifications of these updates will go to your student email. So, it's very important that you check your student email account regularly.

If you email back to the original enquiry update, we will not receive this. If you would like to add a note to your enquiry, simply do so via Compass by clicking onto the links within your email notifications. 

Emailing from a student account

Whenever you email the Gateway team, we will automatically create an enquiry for you to keep you up to date with what's going on.

If you are emailing from a student email account, we will still receive your enquiry and you'll get an automatic response to let you know what your enquiry number is and how to access it. From then on, once we add a note or a resolution any notifications of these updates will go to your student email. So, it's very important that you check your student email account regularly.

If you email back to the original enquiry update, we will not receive this. If you would like to add a note to your enquiry, simply do so via Compass by clicking onto the links within your email notifications. 

Compass UoS App

It's now even easier to keep track of your enquiries, view our FAQs or book appointments via the Compass UoS mobile app.

If you have a smartphone, simply download the Compass App from the App Store or Google Play. You'll receive handy notifications on any of your open enquiries and will always be able to contact us directly through the app itself.

You can also access the Compass directly through the UoS app. Simply look out for Compass on your menu.

FAQs

Submit an Enquiry

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