IT support FAQs: the questions we're asked most
Quick answers about passwords, email, devices, security and getting help
I've forgotten my password. What do I do?
Use the Forgot password link on the sign-in page if it's set up for your account. If not, raise a ticket or call us, and we'll verify who you are and reset it.
I've lost or replaced my phone and can't do MFA
Call us on +44 1794 337470. We'll confirm your identity and reset your MFA so you can register your new phone.
I've received a suspicious email. What should I do?
Don't click anything. Report it, then delete it. See How to report a phishing email.
I clicked a link or opened an attachment I shouldn't have
Call us straight away. You won't be in trouble, and acting quickly makes all the difference.
Will IT ever ask for my password?
Never. Anyone asking for your password or MFA code, including someone claiming to be us, is a scammer.
My computer is really slow
Restart it first. Then work through these quick checks.
I can't print
See common printer fixes.
Are my files backed up?
Files saved to OneDrive, SharePoint or Google Drive are stored in the cloud. For proper point-in-time recovery, your organisation also needs a separate backup. See Do I need to back up Microsoft 365 or Google Workspace? Files saved only on your desktop are not protected.
Can I install my own software?
Please ask first. Unapproved software is one of the most common ways malware gets in, and some apps carry licensing costs.
How do I contact support, and when are you open?
Use our support form or call +44 1794 337470, 9:00am to 5:30pm, Monday to Friday. See How to get IT help.