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  5. MySouthampton – Frequently Asked Questions
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  2. Staff guides
  3. MySouthampton
  4. How to use MySouthampton
  5. MySouthampton – Frequently Asked Questions

MySouthampton – Frequently Asked Questions

I have an issue with the app on my Android device, what should I do?

Some Android users might experience a crashing issue after upgrading to a newer version of MySouthampton.

To fix this you need to reset the application data for MySouthampton

  1. Open Android Settings.
  2. Select Apps.
  3. Select MySouthampton.
  4. Select ‘Clear Data’.

After opening MySouthampton, you will need to download any content updates offered. If you are connected via Wifi, this will happen automatically.

We have found that this fixes most issues within the app and will leave you with a much more stable app. If you experience any other issues please contact ServiceLine.

I have selected the wrong profile / I can’t see the right content

If you are missing icons or not seeing the content you expected to see; make sure you are logged into the correct app profile. You can change your profile as many times as you want, however some sections are restricted to users with a valid University username and password.

To check which profile you are logged in with alters depending on what device you are using: iOS, Android or on the Web.

iOS

  • From the app home view.
  • Select the ‘Settings’ cog that is on the bottom tool bar.
  • Towards the middle of the menu under ‘Current Profile’ it will tell you what logged in as.
  • Under current profile you can see the option for ‘Change Profile’ select this.
  • You will see a new list that shows the possible profiles you can select. Simply select ‘Confirm’ on the one you require.

Android

  • From the app home view.
  • Select the menu option this is represented by three vertical dots.
  • From the drop-down options select ‘Profile’.
  • Towards the middle of the menu under ‘Current Profile’ it will tell you what logged in as.
  • Under current profile you can see the option for ‘Change Profile’ select this.
  • You will see a new list that shows the possible profiles you can select. Simply select ‘Confirm’ on the one you require.

Web

  • From the app home view.
  • Locate and select the down arrow in the top right of the page.
  • From the drop-down menu select the ‘Select Profile’ option.
  • A new menu list will appear, simply select on the profile you require.

If you are stuck or still not seeing the correct content contact us via ServiceLine.

The app information is out of date

This applies to mobile app users:

Whether using the Timetables, Email or other content in the app and the information looks to be out of date. You can manually force the app to refresh the page, you can can do so by pressing and holding at the top of the page and pull it down. Typically you will see the page quickly show a refreshing icon before the page shows you information again.

If this does not work still, please log out of the app and in again. You can use this restart guide to help you.

Web users should use their bowers refresh page button from the toolbar.

I’m having problems on Google Play, or the app is not compatible with my device.

This can happen with Android devices in general, Google has some helpful guidance on how to fix this.

Why is my timetable not showing?

The Timetable feature is only available for users with individual timetables that are found from timetable.soton.ac.uk website.

If your timetables are not available on the main service then you will not be able to view your timetable in the app.

However, should your timetable be present and it is not showing in the app. Please fully log out of the app by going to settings and clicking log out and fully close the running app, then log back into the app as normal.

If this still does not work for you, please contact ServiceLine

Do I have to pay for this app?

No! It is completely free and there for your convenience, there are no hidden costs in the app either.

However some parts of the app will require an internet connection. If you are using the app with 4/5G please check with your mobile provider for any data usage costs.

Why is my ID card not showing?

If you are a new student then it can take a while for your ID card data to be processed and it will then go to the app.

If your ID card is still not showing first try fully restarting the app.

If that still fails please contact ServiceLine.

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