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ask royal holloway

Find information about our enquiry platform and how to use it to get the help you need, fast.

Don't know who to ask? Ask Royal Holloway

Ask Royal Holloway is our enquiry platform designed to help you get the answers to your questions, fast. We have hundreds of help articles on all aspects of your student journey from enrolment, settling-in to university life, assessments, results, graduation and beyond. You can also submit any enquiry through Ask Royal Holloway and it will be sent to the right team to provide you with a response.

Why use Ask Royal Holloway?

Using Ask Royal Holloway means you can get the help and information you need in one place and you can:

  • Not sure who can answer your question? Ask Royal Holloway provides a single place for you to ask any questions you have during your time as a student. 
  • Search hundreds of help articles and find answers to frequently asked questions
  • Access it 24/7, seven days a week, all year round!
  • Upload multiple attachments along with your question
  • Keep track and view updates on questions you have submitted 

Finding answers to frequently asked questions

You can browse through various topics to find help articles on a variety of topics that cover all aspects of your student journey.

You can also use the search bar to find help articles on the information you’re looking for. Simply type in key search terms and browse through the articles that match your search.

Submitting a question

If you still can’t find the answer you’re looking for or need more help, simply click on the ‘Ask a Question’ button, located at the bottom of each page. Once you’ve submitted your question, we’ll make sure it gets to the right team, even if your question needs to go to more than one team.

You can then log back in at any time to see any updates on your question from the ‘My questions’ page. You’ll get an email notification every time there has been an update. 

The 'My questions' page has helpful information on how to use the page, including our expected turnaround times to respond to questions and from here you’ll be able to:

  • Track enquiries you’ve submitted using Ask Royal Holloway and if a team you’ve contacted by email, visiting a helpdesk or calling by phone is using the enquiry platform, you’ll be able to see those enquiries on this page too.
  • Search through a list of enquiries you’ve raised
  • View updates and requests for information from us
  • Add information or share an update on your question to us by submitting a ‘Comment’ on your case.
  • Cancel an enquiry that you feel no longer needs a response or re-open one that’s already been closed.

Give us your feedback

Please remember to give us your feedback to help us improve Ask Royal Holloway.

You can do this by completing any feedback surveys we send you as well as providing feedback on individual help articles by clicking on the ‘Rate this article’ button. 

Can't access Ask Royal Holloway?

You’ll need to use your Royal Holloway IT log in credentials to access Ask Royal Holloway. You’ll be able to use this straight away if you’re a current student or if you’re a new student you can log in as soon as you receive your Royal Holloway IT credentials in your enrolment email. You can also find service contact information here.