These awards are issued by the University to individuals who have taken part in activities.

These funds are "cash" funds loaded on to a personal Lancaster Aspire account that is set up by the university for eligible individuals. These funds can either be used as a payment method to purchase products on the Lancaster Aspire online shop or withdrawn using NatWest Payit.

There are several awards that can be accessed through the Lancaster Aspire portal. These awards are issued by the university to individuals who have taken part in activities.

Lancaster Aspire supports the university in making cash payments, or providing gift vouchers, to individuals who have taken part in research studies and other activities.

Your funds will expire 28 days after they are issued.

You can check the date that your funds were issued by logging into your Lancaster Aspire account and going to "My Account" then "My Transactions"

Funds will be awarded soon after you've taken part in agreed activities.

These awards are issued by the university to individuals who have taken part in activities.

If you need to update your 2FA (Two-Factor Authentication) mobile number please go to "My Account" and select "Edit My Details".

Enter the UK mobile number you want to use in the "2FA Cash Withdrawal Mobile Number" box, and 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 if you have an account balance, this will be removed, and any remaining funds 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, click on 'My Account' and 'Contact Preferences' from the drop-down menu. Make sure to save your changes.

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

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

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 'My Account' and clicking on 'Check My Balance' from the drop-down menu.

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.

Once logged in, click on 'My Account' and then 'My Transactions' from the drop-down menu.

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

These funds are not a loan and you do not have to pay them back. The funds are provided to you by the university following participation in activities.

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 'My Account' and 'Top-Up' from the drop-down menu. You will need to enter your student ID number.

Yes, the university can reclaim or restrict access to funds that they have issued. This may happen if:

• funds were issued in error,
• you are no longer eligible for the award due to a change of course,
• you are suspended pending disciplinary action,
• you interrupt or defer your studies,
• you repeat a year or module,
• you have gone on placement,
• you have left university or graduated.

There may be other reasons not listed above.

You can check the status of your withdrawal transaction on your Lancaster Aspire portal by going to 'My Account' and selecting 'My Transactions' on the drop-down menu. 

Once you have found your current transaction you will be able to see the status of your transaction. 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 here.

If you need to update your 2FA (Two-Factor Authentication) mobile number please go to "My Account" and select "Edit My Details".

Enter the UK mobile number you want to use in the "2FA Cash Withdrawal Mobile Number" box, and 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.

These funds are "cash" funds loaded on to a personal Lancaster Aspire account that is set up by the university for eligible individuals. These funds can either be used as a payment method to purchase products on the Lancaster Aspire online shop or withdrawn using NatWest Payit.

Cash awards can be withdrawn directly into your bank account using NatWest Payit.

For information on exactly how to withdraw, please see the video here: 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 through Payit.

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 students 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.

You do need a UK Mobile number to be able to withdraw your funds.

If you do not have UK Mobile number, please contact student services or the department that awarded your funds.

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" and selecting "Edit My Details". Further information on this process can be found under question "How can I update my 2FA moblie number?"

Most UK banks are available on Payit and if you use mobile banking you can use this to pay your funds into your bank account.

However, if you cannot find your bank in the drop-down list, or you do not use mobile banking, click on 'Can't see your bank?' at the bottom of the page 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 account but haven't yet arrived in your bank account it is likely that you have not fully completed the withdrawal process.

You can check the status of your withdrawal by clicking on 'My Account', and selecting 'My Transactions' on the drop-down menu. 

If the transaction status shows as 'Click Here To Claim Your Funds ' you will need to 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.

Once you have started the withdrawal process, your funds will disappear from your Lancaster Aspire account while they wait to be deposited into your bank account.

If you do not complete all the steps in the withdrawal process, the transaction will time out and your funds will automatically be put back into your Lancaster Aspire account after 7 days.

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 following the below steps:

• Clearing the cookies on your web browser, and if you are using a mobile switch off and restart your phone.
• Click 'Start' on your Payit email or the 'Click Here To Claim Your Funds' link on the Lancaster Aspire portal, found under 'My Account', 'My Transactions'.
• Once you get to the stage where you select your bank, continue scrolling to the bottom of the bank list and select 'Can't see your bank?'. Then enter your bank details manually.

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

Please allow up to 5 minutes for your withdrawal status to update to 'Click Here To Claim Your Funds'.

If you have not received your confirmation email and your Transaction Status has not updated to 'Click Here To Claim Your Funds' within 2 hours please contact us so we can look into this for you.

Your funds can be used to purchase anything on the Lancaster Aspire online shop or withdrawn as cash.

If your funds are 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 funds will expire 28 days after they are issued.

You can check the date that your funds were issued by logging into your Lancaster Aspire account and going to "My Account" then "My Transactions"

Funds will be awarded soon after you've taken part in agreed activities.

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 'My Account' and clicking on 'Check My Balance' from the drop-down menu.

Once logged in, click on 'My Account' and then 'My Transactions' from the drop-down menu.

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

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

You can also find it by clicking on 'My Account' and selecting 'My Transactions' on the drop-down menu. 

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.

If your withdrawable funds are showing a "£0.00" balance, but you have funds in your account, please contact us so that we can look into this for you.

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 for these changes by looking at your transaction history under 'My Transactions' on your Lancaster Aspire 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 under 'My Transactions'.

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

If you believe you are eligible for funds, please contact t.bleasdale@lancaster.ac.uk at Lancaster University.

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.

You have 14 days from placing the order to request cancellation for the course providing the course has not been accessed.*

*Please note: Language courses cannot be refunded or exchanged once supplied.

We cannot exchange one course for another.

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.

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.

Lancaster Aspire 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 Lancaster Aspire portal for new products.

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

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.

The Lancaster Aspire 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.

Yes, you will receive a certificate on the completion of your course.

Some of the certifications available through academy+ include CPD, RoSPA, CMA and several others. Which certification you be awarded will depend on the course you have chosen and whether you have fully completed/passed the course.

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.

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.

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 Lancaster Aspire Portal, or if you are opted into marketing emails or text messages, these will be sent to you directly.

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.

The courses do not have an expiry date.*

*The course will only expire if the platform is shut down, but there are no known plans to do this.

Lancaster Aspire online shop uses stock from our own warehouse, as well as external direct delivery suppliers, to fulfil your orders so that we can offer a greater range of products.

This means that you may receive several parcels for your order rather than just one.

We are working to improve visibility on how your order will arrive.

Refunds are issued to the original payment method.

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

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.

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 your order.

If you already have a Kortext account set-up under your Lancaster Aspire 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 Lancaster Aspire account email address, please contact Kortext and they will be able to merge the accounts.

Once your order has been processed, an welcome email will be sent from the course provider to your Lancaster Aspire account email address with the course information and login details.

This email is normally sent within 24 hours of the order being placed (Monday-Friday).

• 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 Lancaster Aspire portal 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 & Supports 'Account' section > 'Do I need to register for an account?'

Please see our eBook policy here.

Please visit our Returns Policy. 

Please visit the below links for further information about Kortext:

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

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

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

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

This will depend on which product you have ordered.

Some products are 'in stock' and can be shipped immediately or the next working day. Other products may be 'available to order' but are not currently in stock.

This includes products that we normally keep stock of but are 'temporarily out of stock', and products that have to be ordered specifically for your order. 'Out of stock' products can take a few days to a few weeks to ship depending on the product.

PLEASE NOTE: The estimated despatch dates on your order confirmation are an estimate. The product(s) may be despatched before, or after, these dates.

We are working to improve the availability and clarity of stock information.

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

For more information please visit Kortext's Help Centre.

Please visit our Postage Policy page. 

Click here to find all the information about size guides.

If the product you were trying to buy is no longer on the Lancaster Aspire 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 Lancaster Aspire online shop are updated daily so please do keep checking to see if we've been able to make the product available again.

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.

Please contact support@starskillstraining.co.uk with your account email address and a description of the problem.

If you have placed an order using your bank card instead of using your available Lancaster 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.

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:

If you will be losing access to your Lancaster Aspire 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.

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.

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.

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.

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.

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.

Refunds to your Lancaster Aspire funds can be found by clicking on 'My Account' and 'My Transactions'. It may be that your funds have since 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 Lancaster Aspire Portal
6. Log in to your Lancaster Aspire account and go to 'My Account' and 'Check My 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.