I can't download the app - what can I do?
I am unable to find the app on either the App Store or Google Play
- Check you have either the Apple Store or Google Play available on your device
- Ensure you are searching for the app using the correct name and spelling (King’s Student)
- There may be an issue with your Wi-Fi connection. Try using your mobile data for the search
- Ensure any outstanding software updates to the device have been completed, in case this is causing any compatibility issues
The App Store won't open on my device
- Check the system status page to see if there’s an outage for a service
- Make sure that your device is connected to the internet, either Wi-Fi or mobile data
- Check if you need to update your software
- Check the date and time is correct
- Contact Apple Support
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
I am unable to download the app via the App Store
Please follow the steps above and then the following:
- Check device storage
- Restart the App Store
- Restart your device
- Sign into App Store
- Sign out of the App Store and sign back in
- Prioritise the download
- Contact Apple Support
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
- You can alternatively access the app through desktop
Google Play won't open on my device
- Check your storage and SD card
- Check your Wi-Fi or mobile data connection
- Restart your device
- Clear the Play Store application cache and data
- Uninstall and reinstall Play Store and Play Service updates
- Check for Android system updates
- Remove and re-add your Google Account to your device
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
I am unable to download the app via Google Play
- Check your storage and SD card
- Check your Wi-Fi or mobile data connection
- Restart your device
- Clear the Play Store application cache and data
- Uninstall and reinstall Play Store and Play Service updates
- Check your time and date settings
- Change your Google Play Store permissions
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
- You can alternatively access the app through desktop
I've downloaded the app, but it won't open - what should I do?
Below are the instructions for users who have downloaded the app via App Store or Google Play:
- Close and reopen the app - force close app if required
- Restart your device
- Check for updates
- Delete the app, then re-download it
- Check device storage
- Check if app is compatible with either the latest Android or iOS update
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
I'm unable to login to the app - what should I do?
Below are the instructions for users who have downloaded the app via App Store or Google Play:
- Check device storage
- Check your Wi-Fi or mobile data connection
- Restart your device
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
The app keeps crashing while I use it - what should I do?
Below are the instructions for users who have downloaded the app via App Store or Google Play:
- Close and reopen the app - force close app if required
- Restart your device
- Check for updates
- Delete the app, then re-download it
- Check device storage
- Check if app is compatible with either the latest Android or iOS update
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
I am unable to view the app's content when I open it - what should I do?
Below are the instructions for users who have downloaded the app via App Store or Google Play:
- Close and reopen the app – force close app if required
- Restart your device
- Check for updates
- Delete the app, then re-download it
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
I have a Huawei device - can I access the app?
You can access the app if the device has Google Play services. If the device uses Harmony OS, then the application will not be available to download via Google Play. Harmony OS users can access the app using the desktop version.
I'm not receiving push notifications from the app - what should I do?
Below are the instructions for users who have downloaded the app via App Store or Google Play:
- Check that your device settings have allowed the app permission to receive push notifications
- Ensure that you have successfully logged into the app
- Contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk
I've found some information in the app that I think is incorrect - can it be updated?
If you believe there is any information in the app that is incorrect or needs updating, please contact our IT Service Desk - you can call us on +44 (0)207 848 8888 or email 88888@kcl.ac.uk.
I would like to report a fault with the app - who should I contact?
If you would like to report a fault with the app, please do so using via the reporting form.
I don't have a mobile device - can I still access the app?
Users can also access a desktop version of the app.
Am I able to provide feedback on the app?
Over the course of the first term, we will be looking to gather feedback on your user experience, to help shape our planning for the updates in the second release of the app in the coming months.
We will be looking for students’ support with this closer to the time, and we will inform you via the app of how you can get involved.
In the meantime, please use our feedback form to share your initial feedback on your experience of using the app.
Is my data protected when I use the app?
More information about King’s Privacy Policy and full details on our approach to data protection can be found on our webpages. The policy can also be accessed via the app, by clicking the icon in the top left of the screen, choosing the Policies option and then Privacy Policy.