The i-zone is your student information help desk - if we do not know the answer to your question, we will know who to ask.
The experienced and dedicated team provides quality information and advice on the process and procedures that support your student life.
If we can’t answer your query directly, we liaise with the other University departments to ensure your enquiry is answered by the right team. We do this by logging your query with them, and they will respond once they have an update. Please note that we do not have specific timeframes for other departmental responses.
We understand that the transition into University life is important and we’re here to help you every step of the way from before you start right up until your graduation.
If you are studying at a partner institution, then please contact them first with any queries, such as around fees and finance or results, as your needs are likely to be specific to your institution.
Top current questions and answers
| If you are a new student: |
If you are entitled to an undergraduate maintenance loan and you are fully or temporarily registered up to seven working days before the start of your course, you should receive your first payment on the scheduled instalment date as per your Financial Notification from Student Finance. This is usually the start date of your course. If, however, you register close to or after your course start date your loan will be paid within 7 working days. If you still have not received your maintenance loan after 7 working days of your registration and your course has already started, please contact your partner institution. |
| If you are a Continuing Student who has just re-registered: |
After re-registering, it may take Student Finance England up to 2 weeks to release your finance. If you still have not received your maintenance loan after 2 weeks, please contact your partner institution. |
| Awaiting Confirmation: |
If your Student Finance England portal shows "awaiting confirmation" even after you've registered, don't worry. It takes around 48 hours (sometimes more) for your status to update after you have successfully re-registered. Ensure your personal details at CCCU match with Student Finance England's records to avoid payment delays. |
| Further Questions: |
For questions about finance, registration confirmation or your studies, please contact your partner institution directly as the i-zone is unable to assist. |
Results pending
If your results still show as "results pending", this is where the Board of Examiners has been unable to take a decision on one or more of your modules at this time. The Board of Examiners will take a decision on these module(s) and your results will be updated in due course. You will receive a new notification in the form of an email to your CCCU email account when this happens.
If you have any further questions on "pending results" please contact your partner institution directly.
Please note that the i-zone cannot give you a timeframe on this or answer questions relating to your results.
Re-registration
Re-registration invites will only be sent when you are eligible to re-register and after you have had your results. Once eligible, an email will be sent to your CCCU university email address.
This will be when:
- You have received confirmation of your results for the current academic year and your eligibility to progress by email.
- Your student record has been prepared for re-registration.
- Re-registration has opened for your course/academic calendar.
The i-zone cannot provide exact dates or a timeframe on when re-registration invites will be sent out as this can vary depending on the points above. Results can take some time to be processed and then once they have been processed, your record is then prepared for re-registration.
This is not an automatic process but you will be emailed when you are able to progress to the next stage.
What should you do if you have further queries?
The i-zone is unable to assist with your queries in relation to your re-registration or results. You will need to contact your partner institution directly with these questions.
Re-registration invites will only be sent when you are eligible to re-register. Once eligible, an email will be sent to your CCCU university email address. This will be when:
- You have received confirmation of your results for the current academic year and your eligibility to progress by email.
- Your student record has been prepared for re-registration.
- Re-registration has opened for your course/academic calendar.
The i-zone cannot provide exact dates or a timeframe on when re-registration invites will be sent out as this can vary depending on the points above. Results can take some time to be processed and then once they have been processed, your record is then prepared for re-registration.
This is not an automatic process but you will be emailed when you are able to progress to the next stage.
- If you are studying at CCCU, please contact your Course Team directly if you have any questions about your results or need further advice. You can find their details through MyRecord > Your Studies > My Course Details
- If you are studying at a partner institution, please contact them directly if you have any questions about your results or need further advice.
For queries regarding physical transcript/certificates please view the ‘Your award certificate’ and ‘Your academic transcript’ tabs on this webpage here.
You should expect to receive your Certificate and Transcript approximately 15 weeks from your award date, but you can access an interim transcript in the meantime.
Augustine House: For student IT support in Augustine House, the i-zone will be able to offer basic IT support on the following areas only:
- Password, account, and MFA queries
- Connecting to WiFi
Any other queries that the i-zone cannot answer will be logged to the IT Service Desk or if you would prefer, you can visit them in person at LG44a (Laud, Ground floor, Room 44a).
Please note that the i-zone cannot support IT enquiries from staff, including Classroom Assistance and Event Support.
Medway: For student IT support at the Medway campus during term-time, please visit the i-zone in the Cathedral Court building foyer (CCg01) who will be able to offer basic IT support on the following areas only:
- Password, account, and MFA queries
- Connecting to WiFi
If we cannot help, will be able to refer you to our Medway IT Campus Support Team. If you are in the Drill Hall Library, the support there is provided by the IT Services Helpdesk.
You can book one-to-one IT training appointments throughout the year. These cover basic IT skills as well as the software and platforms you will use while at University including Microsoft Office, Blackboard, Turnitin, Padlet, and Pebblepad. There is also support for our international students as well as our students with disabilities.
IT training slots are available Monday to Friday, 9am – 4:30pm.
How to contact us
- Email - i-zone@canterbury.ac.uk
- Telephone - 01227 92 2222
- Face-to-face
Opening times
| Augustine House, Canterbury |
Monday to Friday, 09:00am-6:00pm Saturday, 11:00am - 5:00pm (face-to-face and emails) |
|
Old Sessions House, OS 1.26, Canterbury Term Times only |
Monday to Friday, 09:00am - 5:00pm (i-zone at Old Sessions will be closed from 5th - 9th May) |
|
Cathedral Court, Medway Term Times only |
Monday to Friday, 08:30am - 4:30pm |
Please note - Old Sessions i-zone will be closing from 26 May 2025. You can still receive help in person at Augustine House or Medway, or by getting in touch via email or phone.
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