Aber Aspire has been set up to support your student journey. The portal has been specifically designed to support your student experience in accessing financial support such as hardship funds or welfare loans you may be eligible to receive.

If you believe you are eligible to receive funds via Aber Aspire please contact the university.

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

If you need to update your 2FA (Two-Factor Authentication) mobile number, go to 'My Account', 'Edit My Details'.

For UK mobile numbers: Enter the mobile number you want to use in the "2FA Cash Withdrawal Mobile Number" box and click on "Update Details".

For International mobile numbers: Tick the "I don't have a UK mobile phone number" box under the "2FA Cash Withdrawal Mobile Number" section, you will then have the option to enter your international mobile number.

Then click on "Update Details".

Please allow up to 5 minutes for the system to update before starting your cash withdrawal.

If you have already started withdrawing your cash funds before updating your number, this will automatically cancel any withdrawals that you have not completed.

Please allow up to 5 minutes for the system to update before starting the withdrawal process again.

If you wish to delete your account please contact us.

Please note: Once deleted, any remaining funds and/or order details will no longer be accessible.

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, go to 'My Account', 'Contact Preferences'. Please make sure to save your changes.

To update your personal details, go to 'My Account', 'Edit My Details'.

If you have other details you require to be updated contact us.

Please double check you are entering the correct version of your email 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 Information Services.

If you are eligible for funds through Aber Aspire, you will be sent an email once your personal account is ready for you to log in.

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 or are struggling to log in, please contact Information Services

If you are not eligible for Aber Aspire funds, your login details will be the ones you used to set-up your own Aber Aspire account.

Your account balance is displayed at the top-right of the page on desktop/laptop, and under the menu on mobile when you are logged in.

You can also check your balance by going to 'My Account', 'Check My Balance'.

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

Click the "order reference number" for the order details and the status of the products under that order.

Once logged in, go to 'My Account', 'My Transactions'.

If you have been awarded funds, this page will show you when those funds were added to your Aber Aspire account, spent, refunded or expired.

Two types of awards are available for access via the Aber Aspire portal.

Some awards are credit funds which are only available for use on the Aber Aspire online shop.

The other type of awards are cash funds that can be used on the Aber Aspire shop or withdrawn.

If you do not find an option to withdraw your funds on the portal then you have not been issued funds that can be withdrawn.

You can check the status of your withdrawal by going to 'My Account', 'My Transactions'. 

Should there be any further action required, you will be instructed to click a link to continue the process. 

If you need further help with this please contact us.

If you need to update your 2FA (Two-Factor Authentication) mobile number, go to 'My Account', 'Edit My Details'.

For UK mobile numbers: Enter the mobile number you want to use in the "2FA Cash Withdrawal Mobile Number" box and click on "Update Details".

For International mobile numbers: Tick the "I don't have a UK mobile phone number" box under the "2FA Cash Withdrawal Mobile Number" section, you will then have the option to enter your international mobile number.

Then click on "Update Details".

Please allow up to 5 minutes for the system to update before starting your cash withdrawal.

If you have already started withdrawing your cash funds before updating your number, this will automatically cancel any withdrawals that you have not completed.

Please allow up to 5 minutes for the system to update before starting the withdrawal process again.

Cash awards can be withdrawn directly into your bank account.

For information on how to withdraw please see the video: HOW TO WITHDRAW VIDEO

Please note: If you chose to enter your bank details manually rather than through your banking app, please triple check you enter your sort code and account number correctly as mistakes can't be rectified once the transaction has completed.

The maximum limit is your available withdrawal balance, this is shown on your screen. The minimum value is £20, or if the balance is below £20 then the full value under £20 can be withdrawn.

You do need a UK based or GBP/Sterling(£) bank account to be able to withdraw your funds.

If you do not have a UK based bank account, the Payit service does allow GBP/Sterling(£) payments into neobank* accounts such as Monzo, Revolut and Wise where a GBP/Sterling(£) pot has been created in the account. This method has been used by other international recipients to successfully withdraw their funds.

If you do not have a UK based or GBP/Sterling(£) bank account, and do not want to set-up an account with a neobank please contact student services or the department that awarded your funds.

*Neobanks are online financial services that offer digital banking options and do not have a physical location. We cannot make any recommendation on which banks you should choose to use. Any queries about the services they offer should be directed to the individual companies.

Please ensure that you have good service and that your 2FA mobile number is correct on your account*. This SMS code may take up to 15 minutes to arrive.

*If you notice that your 2FA mobile number is incorrect, you can update it by going to 'My Account', 'Edit My Details'. Further information on this process can be found under question "How can I update my 2FA moblie number?"

If you cannot find your bank in the list, or you do not use mobile banking, choose the option 'Can't see your bank?' and simply enter your bank account number and sort-code.

Please note: If you chose to enter your bank details manually rather than through your banking app, please triple check you enter your sort code and account number correctly, as mistakes can't be rectified once the transaction has completed.

If your funds have disappeared from your Aber Aspire account and haven't yet arrived in your bank account, it is likely that you have not completed the withdrawal process.

When you start the withdrawal process, the requested amount is put aside until you submit all the information required to send the money to your bank account.

If you do not complete all the steps for your bank account to receive the money, the withdrawal request will expire and your funds will automatically be put back into your Aber Aspire account after 7 days.

You can check the status of your withdrawal by going to 'My Account', 'My Transactions'.

If the transaction status shows as 'Click Here To Claim Your Funds ' you will need to click the link and continue the process to withdraw your funds into your bank account.

For a reminder on how to withdraw your funds please see the video here.

Please contact us and our team can unlock the transaction for you.

Once unlocked you will be able to continue withdrawing your funds by clicking on the 'Click Here To Claim Your Funds ' link under the 'My Transactions' section of your account.

This may have happened if the banking systems are experiencing technical difficulties.

You can continue the withdrawal process by:

• Clearing the cookies on your web browser (if you are using a mobile switch off and restart your phone)
• Log back in to your Aber Aspire Account, go to 'My Account', 'My Transactions' and click the 'Click Here To Claim Your Funds' link under the transaction you are trying to withdraw.
• Once you get to the stage where you select your bank, continue scrolling to the bottom of the list and select 'Can't see your bank?'.
• Enter your bank details manually.

If this does not work please take a screenshot/picture of the error message and contact us.

Depending on the award you have been issued, your funds can be used to purchase anything on the Aber Aspire online shop or may be available to be withdrawn as cash.

If your award is product restricted then this should be advised when you are sent the award information.

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.

Your account balance is displayed at the top-right of the page on desktop/laptop, and under the menu on mobile when you are logged in.

You can also check your balance by going to 'My Account', 'Check My Balance'.

Once logged in, go to 'My Account', 'My Transactions'.

If you have been awarded funds, this page will show you when those funds were added to your Aber Aspire account, spent, refunded or expired.

Your transaction reference number was shown on screen when you started withdrawing your funds.

You can also find it by going to 'My Account', 'My Transactions'. 

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, please contact us.

If you do not find an option to withdraw your funds on the portal then you have not been issued funds that can be withdrawn.

If you can locate the option to withdraw your funds, but the amount available to withdraw is showing a "£0.00" balance this means that the remaining funds in your Aber Aspire account cannot be withdrawn and can only be used on the Aber Aspire online shop.

If you believe you are eligible to receive funds via Aber Aspire please contact the university.

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

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.

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.

No, if you don't use the entire value of the grocery voucher in a one transaction the remaining balance will stay on your voucher until you use it again or it expires.

Please note: You can't receive change or exchange the balance for cash.

For Sainsburys: After each use In-Store, any remaining balance on the grocery voucher will be printed on a receipt. It is the recipient's responsibility to retain the receipt as evidence of their outstanding balance.

For Aldi and Tesco: The balance can be checked on the till.

Once your order has been has been despatched, 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.

Please visit our Returns Policy. 

If you have placed an order using your bank card instead of using your available Aber Aspire funds, please contact us immediately.

If you are eligible to use your funds to purchase the product(s) you have ordered, we may be able to resolve the issue for you without you needing to cancel the order and place a new one.

You can use these vouchers to purchase groceries from the supermarket listed on the voucher.

Please note: This voucher cannot be used to buy products like alcohol, tobacco or lottery tickets. There may be other restrictions that apply.

For more information about grocery vouchers watch the video: How to Access Your Grocery Voucher.

Your voucher will need to be activated within 90 days of receiving it or it will expire. The voucher is activated by clicking on the link in the email and saving the voucher to your electronic device.

Once you have activated your voucher it will then be valid for 2 years.

Please note: We cannot replace or refund expired vouchers.

For more information about grocery vouchers watch the video: How to Access Your Grocery Voucher.

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

Click the "order reference number" for the order details and the status of the products under that order.

If you have placed an order for a grocery voucher (eg. Tesco, Sainsbury's or Aldi), a link to the voucher will be emailed to your account email address. This should normally arrive within an hour.

If you can't locate the email please check your junk/spam folder before you contact us.

For more information about grocery vouchers watch the video: How to Access Your Grocery Voucher.

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, please contact us.

Information about refunds to your Aber Aspire account can be found by going to 'My Account', 'My Transactions' or under your order details. It may be that the refunded amount has since been spent or removed.

If your refund has not been removed and your balance is not showing as expected, 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 Aber Aspire Portal
6. Log in to your Aber Aspire account and go to 'My Account', 'Check My Balance'.

This should resolve the issue but if you believe the balance is still incorrect, but if you believe the balance is still not correct, please contact us so we can investigate further.

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.