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Help and Support

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Scheme - Teesside Advance

Do I need to apply for the Teesside Advance award?

You do not need to apply for this award. If you are entitled to the Teesside Advance Credit award you will automatically receive an email once the funds have been issued and your Teesside Advance account is ready for you to log in.

How can I use my funds?

These funds are "credit" funds loaded on to a personal Teesside Advance account that is set up by the University for eligible students.

These funds can be used as a payment method to purchase resources on the Teesside Advance online shop.

Looking for more answers?

What can I spend my funds on?

What awards are available to access through the Teesside Advance portal?

Currently there is only one award that can be accessed through the Teesside Advance portal. This is the Advance Credit award which is 100 per progressive academic year, up to a maximum of 300.

What is the Teesside Advance scheme?

Teesside Advance helps you make the very best of your time at University by improving access to the learning tools and supplies you need to support your studies.

Not only can you access and use your funds on the Teesside Advance portal, but there is also access to free online resources that cover a wide range of topics like Study Skills, Money Matters, Wellbeing and Employability. 

When do my funds expire?

Your funds will rollover at the end of each year and will expire at the end of your final year of study. You will need to use your funds before you complete your course (this may be before graduation). The funds will also expire if you leave the University prior to completing your course.

For the exact date this will be please check with the University.

When will I get my funds?

If you are eligible for the Teesside Advance award then an email will be sent to your University email address shortly after your enrolment has been fully completed.

The funds are paid out once per academic year. If a student is on placement or repeating a year or module then no funds will be issued that year.

Who is eligible for the Teesside Advance award?

Full-time Undergraduate students are eligible for the Teesside Advance Credit award.

Students studying part time or on an apprenticeship course are not eligible, and students on placement years will not be issued funds.

Why haven't I received any funds?

If you are on placement or are repeating a year or module then no funds will be issued until you have moved on to the next academic year.

If you believe you are eligible to receive funds via Teesside Advance please contact the University.

It may be that you have not completed enrolment, have outstanding debts or there may have been a delay with the data uploading. The University will be able to look into this and advise you correctly.

Account

Do I need to register for an account?

You do not need to register or create an account on the Teesside Advance portal.

If the University are providing you with funds, then an account will be created for you automatically when your funds are issued and your account is ready for you to log in.

You also do not need to make an account to access the free online resources available on the portal.

Looking for more answers?

What are my login details?

How do I delete my account?

If you wish to delete your account, please contact us. Please note if you have an account balance, this will be removed, and any remaining funds or order details will no longer be accessible.

Looking for more answers?

How do I update my details on my account?

How do I opt in/out of marketing?

When you first logged into your account you were given the choice to opt in/out of marketing. If you wish to change your preferences, click on 'Your Account' and 'Contact Preferences' from the drop-down menu. Make sure to save your amendments.

Looking for more answers?

Do you offer discount codes?

How do I update my details on my account?

To update personal details on your account, click on 'Your Account' and then 'Edit your Details' from the drop-down menu. If you have other details you require to be updated please contact us.

I can't access my account?

Please double check you are entering your correct username and password. Your account username will be your University email address, and your password will be the same password you use at university to access your email.

If you are still having trouble accessing your account, please contact your IT department here: ITHelp@tees.ac.uk

Looking for more answers?

Do I need to register for an account?

My account is not verified, what should I do?

If your account is showing as "not verified" please contact us and we will be happy to look into this for you.

What are my login details?

If an account has been created for you, your account username will be your University email address, and your password will be the same password you use at university to access your email.

If you do not know your University credentials, please contact your IT department here: ITHelp@tees.ac.uk

Where can I find my account balance?

Your account balance is displayed on the top right-hand corner of the page once you are logged in. You can check that your balance is correct by going to 'Your Account' and clicking on 'Check your Balance' from the drop-down menu.

Where can I find my order details?

Your orders can be found by going to "My Account" > "View My Orders"

Once you are there you can open each order and view the order status of the products that you have ordered.

Where can I find my transaction history?

Once logged in, click on 'Your Account' and then 'Account Statement' from the drop-down menu. If you have been awarded funds, this page will show you when those funds were awarded to you and when any funds were spent, refunded or expired.

Funds

Are these funds a loan and do I have to pay them back?

The funds currently available via Teesside Advance are not loans and you do not have to pay them back. The funds are provided to you by the University to set you up to succeed and help with the extra costs associated with studying.

Can I top-up my account?

Yes, your account can be topped up by yourself, family, or friends. When accounts are topped up, these funds can only be spent in the shop and can't be withdrawn or refunded. To top-up your account, click on 'Your Account' and 'Top-Up' from the drop-down menu. You will need to enter your student ID number.

How can I use my funds?

These funds are "credit" funds loaded on to a personal Teesside Advance account that is set up by the University for eligible students.

These funds can be used as a payment method to purchase resources on the Teesside Advance online shop.

Looking for more answers?

What can I spend my funds on?

What can I spend my funds on?

Your Teesside Advance Credit funds can be used to purchase anything on the Teesside Advance online shop, including but not limited to:

  • Art & Design Supplies
  • Books & eBooks
  • Data storage (e.g. hard drives and memory sticks/cards)
  • Headphones (up to a maximum of 50 Advance funds)
  • iPad Pencils
  • Lab Coats
  • Laptops
  • Mobile Data
  • PC's (e.g. mice and keyboards)
  • Stationery
  • Stethoscopes
  • Wacom Cintiq Tablets

What happens if I don't use my funds?

If you don't use your funds before they expire, any remaining balance will be removed and you will no longer be able to use those funds.

When do my funds expire?

Your funds will rollover at the end of each year and will expire at the end of your final year of study. You will need to use your funds before you complete your course (this may be before graduation). The funds will also expire if you leave the University prior to completing your course.

For the exact date this will be please check with the University.

When will I get my funds?

If you are eligible for the Teesside Advance award then an email will be sent to your University email address shortly after your enrolment has been fully completed.

The funds are paid out once per academic year. If a student is on placement or repeating a year or module then no funds will be issued that year.

Where can I find my account balance?

Your account balance is displayed on the top right-hand corner of the page once you are logged in. You can check that your balance is correct by going to 'Your Account' and clicking on 'Check your Balance' from the drop-down menu.

Where can I find my transaction history?

Once logged in, click on 'Your Account' and then 'Account Statement' from the drop-down menu. If you have been awarded funds, this page will show you when those funds were awarded to you and when any funds were spent, refunded or expired.

Why can't I use my funds on my order?

Please first check the answer to "What can I spend my funds on?" under the "My Funds" section, and the email that was sent to you when the funds were awarded for any restrictions on what your funds can be used for.

If you can't see any advised restrictions and you believe you should be able purchase the items in your basket with your funds, contact us here.

Why have my funds disappeared?

There are a few reasons that funds may no longer be visible.

  • Funds may have been spent or expired, or in some cases the amount awarded is adjusted or removed by the Institution. You can check these changes by looking at the Account Statement on your Teesside Advance account.
  • If you have withdrawn, deferred, are currently on placement or redoing a module/year your account may have been put on stop. This means the funds may not have been removed but access to them has. These changes don't always reflect on the Account Statement.

If you are still unclear on why your funds have disappeared, please contact us.

Why haven't I received any funds?

If you are on placement or are repeating a year or module then no funds will be issued until you have moved on to the next academic year.

If you believe you are eligible to receive funds via Teesside Advance please contact the University.

It may be that you have not completed enrolment, have outstanding debts or there may have been a delay with the data uploading. The University will be able to look into this and advise you correctly.

Orders

Can I cancel my order?

Most orders can't be cancelled. If you no longer want your order and it has not been dispatched, you can request a cancellation by visiting your order page and clicking 'Request Cancellation'. This does not guarantee that your order will be cancelled, but we will do our best.

Some items have restrictions:

  • Online courses - Please first check the product page in case there are any specific instructions.
  • eBooks - These are non-refundable as these are loaded and available to you immediately.
  • eVouchers - These are non-refundable as these are loaded and emailed to you immediately.

Can I change my delivery address?

A delivery address change is not usually possible once an order has been placed. We recommend that you double-check the delivery address before you place your order.

If you do need to change the delivery address, please contact us from your account email address with your order reference number and we will do our best to get that updated for you.

Can I change my order?

We are unable to amend your order once it's been placed.

Can I get a refund for my Kortext eBook(s)?

We may be able to cancel and refund your order IF the content has not been accessed and you have contacted us within 14 days of the order.

If you have not accessed your Kortext eBook and want to cancel, please request cancellation through your order details.

Can I order a product that's not on the Teesside Advance Portal?

Teesside Advance online shop has millions of products available to order and our product ranges are regularly reviewed and updated. If the product you are interested in is not currently available we hope you can find a suitable alternative to support you with your course.

Apple Products: We do try our best to get in new releases from Apple as they are very popular. The stock availability for these items can be delayed, so we are unlikely to stock these directly after release dates.

Please continue to regularly check your Teesside Advance portal for new products.

We always welcome suggestions for products that will support your studies. To submit your suggestion, contact us here.

Can I print off a paper copy of my eBook(s)?

eBooks are designed to be read on electronics only.

You may be able to print a section of the eBook that you have purchased, but you cannot print a full paper copy of the book due copyright. Each eBook has its own quantity of pages that can be printed set by the publisher.

Can you notify me when a product comes back into stock?

The shop on the Teesside Advance online shop is not currently set-up for stock notifications, but this is something that we are looking to develop.

Please note: Stock availability for Apple products is regularly restricted by Apple during the popular Christmas period (November to mid-January). During this time, we do not get estimated times when stock will be arriving with us.

Do I need internet access to read my Kortext eBook(s)?

You will need internet access when you first receive the eBooks as they will need to be downloaded/added to your Kortext account/app, However, once the eBook is downloaded to your app you will be able to read it offline.

More information can be here.

Do I need to top-up my account before placing an order?

No, if you have been awarded funds provided by your institution and they do not cover the full cost of your order you can add a payment method at checkout to pay the difference.

Do you offer discount codes?

At various points throughout the year we may have special offers or discounts!

If we have any valid discount codes available, they may be shown on your Teesside Advance Portal, or if you are opted into marketing emails or text messages, these will be sent to you directly.

Do you price match products?

Our aim is to offer students the best value and the widest choice of products to support your student journey. As we do not buy products in bulk (like Amazon & Curry's do) we are unable to price match.

How are refunds issued?

Refunds are issued to the original payment method.

  • If you paid by Teesside Advance funds, any refunds would be issued back to your Teesside Advance account which can you access again through the Teesside Advance Portal.
  •  If you paid by voucher, then a refund would be issued back to the original voucher code.
  • If you paid by bank card, then a refund would be issued to your bank card.
  • If you paid part by bank card and part by Teesside Advance funds, then any refund would be issued part to bank card and part to your Teesside Advance account or voucher. (Bank card payment is prioritized to be refunded first, then any remaining amount is refunded to your Teesside Advance account or voucher.)

How can I track my order?

Once your order has been has been shipped, an email or text is usually sent from the courier to advise that your order is on its way.

We're excited to advise that we are working on automatically including the tracking information on your order details, so tracking is more accessible.

How do I access the Kortext eBook(s) that I ordered?

Once your order has been processed, a Kortext account will be automatically set up for you and you will be sent an email with your account login details, a temporary password and a link to Kortext site so you can log in and access your book.

Please note: The Kortext account will be set-up under the email address you use to place the order.

If you already have a Kortext account set-up under your Teesside Advance account email address, then an email will be sent to you once your new eBook has been added to your Kortext Library.

If you already have a personal Kortext account under a different email address and you have placed an order through your Teesside Advance account email address, please contact Kortext and they will be able to merge the accounts.

Looking for more answers?

Where can I find my order details?

How do I place an order?

  • Login with your account details* (We do not currently offer guest checkout).
  • Add the products you wish to order to your basket
  • Once you've added all the products you wish to order, click on the basket icon in the top right-hand corner of the website and follow the instructions to place your order. 

SHIPPING/DELIVERY ADDRESS: Please ensure that you have entered a complete shipping/delivery address. If you are in university accommodation, you will need to include your room/flat number, not just the building name. 

* For more information on whether you need to create an account, please look under the Help & Support section 'My Account' > 'Do I need to register for an account?'

Please see our eBook policy here.

How do I return a product?

How do Kortext eBooks work?

Please visit the below links for further information about Kortext:

https://www.kortext.com/university-students/

https://www.kortext.com/help-centre/

How do voucher codes work?

Voucher codes that are still valid can be applied to your basket during the checkout process. 

Looking for more answers?

How do I opt in/out of marketing?

How long do I have access to my Kortext eBook(s)?

You will have access to your eBook indefinitely as long as you have access to your Kortext account.

How many devices can I access my Kortext eBook(s) on?

You can log in to the Kortext app on up to 5 devices.

For more information please visit Kortext's Help Centre.

How much is postage?

Please visit our Postage Policy page. 

Size Guides

Click here to find all the information about size guides.

The product I was trying to order is no longer on the Teesside Advance Portal?

If the product you were trying to buy is no longer on the Teesside Advance shop it is likely that it is currently out of stock and we won't know when it will be available again. In some cases, it may have been replaced by a newer version.

The range of products on the Teesside Advance online shop are updated daily so please do keep checking to see if we've been able to make the product available again.

There is an issue with my Kortext eBook(s), what do I do?

If you can see your eBook on your Kortext account but are having trouble accessing it, or if there is an issue with the quality please check Kortext's Help Centre.

What does my order status mean?

Once an order is placed, each item within the order will have an individual status. The status will continue to update until the item has been shipped. It will also update if a product has been returned or lost in transit. 

Order Status Codes:

Your order has been received and is currently being processed. It should be shipped soon. Most orders are shipped within 24 hours.

Your order has been received and the product is on order with the supplier. It will be shipped as soon as stock arrives with us. We would expect stock to arrive with us about a week after the order has been placed but if your item has not arrived within 2 weeks you will be sent a further update.

Your item has been dispatched and your parcel should arrive with you soon. If you haven't already, we'd recommend that you take a quick look at our Postage Policy to see how long it should take and when to get in contact with us if it hasn't arrived.

This order line has been cancelled as per your request and a refund for the product and any related postage has been issued.

This order line has been cancelled by the supplier and a full refund for the product and any related postage has been issued. This is normally due to the supplier no longer being able to supply the product to fulfil your order.

Your parcel has been returned as undelivered and a refund for the product has been issued. Failed delivery can happen if:

  • there was an issue with the delivery address.
  • the delivery was refused.
  • delivery was attempted but no one was in to accept the parcel.
  • the delivery was not called for at the depot after delivery failed.
  • the parcel was not collected from a chosen collection point.

You have contacted us to request a return - your return has now been processed and a refund has been issued. 

Your parcel had been shipped but unfortunately it was lost in transit. A full refund for the product and any related postage will have been issued so please place a new order if you still require the item.

TOS

Your product is temporarily out of stock, but we are expecting stock to arrive soon. 

Your product is currently out of stock and we do not currently have an estimated time for stock to arrive. 

NYP

This product is not yet available - this refers to books that are not yet published for sale, or products that available for pre-order. 

POD

Print on demand - These will normally take longer to arrive as the publishers will often wait for a certain number of orders to come through before they will print copies. This update is also used for books that come over from other countries eg. India and the US as they will naturally take a little longer for stock to arrive. 

Your order is currently paused. If you haven't requested a cancellation or address change, and you can't see the reason on your order, please check your emails (& junk folder) to see if we have tried to get in contact with you. There may be an issue with the address on your order. 

EDL

Your electronic download is now available (normally eBooks). You should receive an email(s) with further instructions (please check your junk folder). If you haven't received one within 24 hours of this update and there is no specific information on your order, then please contact us here

OOA

Online Access Available - Online access to your product is now available.

This normally relates to:

  • Mobile Top-ups: please check your order for the code and expiry date, top-up instructions may be included but if not, please contact your network provider for instructions.
  • ASOS Gift card codes (if available to order): for orders of quantities under 5, the codes should be on your order confirmation; for and order of over 6 please check your email (& junk folder) for an email containing the codes.
  • Online courses: please check your emails (& junk folder) for the course information.

What happens to my Kortext account if I no longer have access to my Teesside Advance email address?

If you will be losing access to your Teesside Advance account email address please contact Kortext who will be able to advise you further.

It may be that you will need to create a second account with a personal email address and then Kortext will merge the two accounts. However, we would recommend contacting them first to confirm if this is required.

What is difference between PDF and an ePub eBook?

PDF eBooks: These are standard, non-interactive electronic copies of the book.

ePub eBooks: These are more flexible and have an interactive functionality. There is greater ability to adjust how the book displays to suit your needs.

Where can I find a proof of purchase/VAT receipt?

Your order confirmation email and dispatch emails are your proof of purchase. If you specifically need a VAT receipt or a manufacturer requires this as a proof of purchase, please contact us and we will provide you with a PDF proof of purchase once your product(s) have been shipped.

We are working on with our IT team to make a downloadable version available in the future.

Where can I find my order details?

Your orders can be found by going to "My Account" > "View My Orders"

Once you are there you can open each order and view the order status of the products that you have ordered.

Which software/devices can I use to read my Kortext eBooks?

These can be accessed via the Kortext platform, either online or via the app. The Kortext app is currently available on Mac, iOS, Android and Windows.

For further information on this click here.

Kortext eBooks cannot be used on Kindle or other Amazon owned eReaders.

Why can't I use my funds on my order?

Please first check the answer to "What can I spend my funds on?" under the "My Funds" section, and the email that was sent to you when the funds were awarded for any restrictions on what your funds can be used for.

If you can't see any advised restrictions and you believe you should be able purchase the items in your basket with your funds, contact us here.

Why isn't my refund showing?

Refunds to your Teesside Advance Account can be checked in your transaction statement on your account. Do this by clicking 'Your Account' and 'Account Statement' where you can check the status of your refund. You may find your refund has been removed or you have been refunded and have since spent your funds.

If your refund has not been removed, and your balance is not showing correctly we would recommend following the below steps: 

  1. Empty your basket if anything is in it.
  2. Log out of your account and close the web page.
  3. Open a new internet browser.
  4. Clear your cookies via the settings/options section (depending on your browser).
  5. Go to the search engine and go to your Teesside Advance Portal
  6. Log in to your Teesside Advance account and go to 'Your Account' and 'Check your balance'. 

This should resolve the issue and you should then be able to see your correct balance, but if you do not believe this to be correct, please contact us so we can look into this further for you. 

Refunds to bank cards: Please allow up to 5 working days for any refunds to show in your account. If it's still not showing after this period, please contact us and we will be happy to check for you.

Refunds to PayPal: Please allow up to 5 working days for any refunds to show in your account. If it's still not showing after this period, please contact us and we will be happy to check for you.

If you are expecting your PayPal refund to go through to your bank account and it hasn't, check your PayPal transactions before contacting us. If the refund has gone through to your PayPal account but not any further, please contact PayPal. 

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