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Troubleshooting: Logging in, errors, Message Visibility

If you are a prospective student/applicant and have issues with your account, try these steps below

Written by Laura Hillman

Before you start

  • You’re using the same email address you signed up with

  • You’ve downloaded the Unibuddy Student app (not the Ambassador app)

  • Your app is updated to the latest version

If you're using the app and still having issues:

  1. Delete the Unibuddy Student app

  2. Reinstall it from the App Store or Google Play

  3. Log back in

This resolves most login and message issues.

I can’t log in

Using the app

If you're unable to log in:

  1. Restart your device

  2. Delete and reinstall the Unibuddy Student app

  3. Log in again

Using desktop or laptop

If you're signing in on a browser:

  1. Visit that university’s website

    1. Find their Unibuddy Chat platform (often called “Chat to a student” or “Chat with an ambassador”)

    2. Search 'Unibuddy' on their website

    3. Look for pop ups featuring Ambassadors on key pages - such as Course pages or Student Life

  2. Click Sign up in the top-right corner

  3. Select Sign in

If you are having issues using a desktop/laptop:

  1. Use Google Chrome where possible

  2. Clear your browser cache

  3. Try using an incognito/private browsing window

It’s also helpful to check whether the same issue happens on both desktop and the app.

I forgot my password

Select Forgot password on the login screen and follow the instructions sent to your email.

If you don’t receive the email, check your spam or junk folder.

If your account becomes locked after multiple password resets:

  1. Reset your password again

  2. Restart your device

  3. Delete and reinstall the app

  4. Log in using your updated password

I’m not receiving a verification code

On the verification screen, select Resend verification code.

If you still don’t receive it:

  • Check your spam or junk folder

  • Make sure you're using the correct email address

  • Look for an email with the subject line: “Your signup code is [code] – Unibuddy on [University name]”

Verification codes can expire, so it’s best to request a new one rather than using an older code.

If the code still doesn’t arrive:

  1. Restart your device

  2. Delete and reinstall the Unibuddy Student app

  3. Log in again and request a new code

My verification code isn’t working

Verification codes usually expire after around 2 hours.

If your code isn’t accepted:

  1. Delete and reinstall the Unibuddy Student app

  2. Log in again

  3. Request a new verification code

I can’t see new messages

If you received a notification or email about a new message, but can’t see it in Unibuddy:

  1. Restart your device

  2. Delete and reinstall the Unibuddy app

  3. Log back in

  4. Check your inbox again

This usually resolves syncing issues between notifications and messages.

I’m not receiving SMS notifications

You may not receive SMS notifications if:

  • You were active in the chat within the last 5 seconds

  • An SMS notification was already sent for that conversation within the last 5 minutes

  • Both WhatsApp and SMS notifications are enabled — WhatsApp notifications will take priority

Still having issues?

To help us resolve this as quickly as possible, include as much detail as you can, for example:

  • A description of the issue

  • Whether the issue happens on desktop, the app, or both

  • The email address you’re using to log in

  • Any error messages you see

  • What troubleshooting steps you've already tried

  • Screenshots or a screen recording, if possible

This helps us investigate your issue more quickly.

How do I edit/delete my Unibuddy profile?

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