Frequently asked questions

Is there a guide to help me learn how to use the Toolkit?

The Nurture-U Wellbeing Toolkit has been designed by i-spero and tested with students to be as user friendly as possible. We have also prepared an e-learning step-by-step user guide for students, which can be accessed here.
To view the e-learning guide clearly, you may wish to use a device with a bigger screen such as a laptop or tablet.

Can I change the time of reminders for my well-being plans?

Not as yet – we are working to customize timing of reminders for future releases of i-spero, but at present all reminders will be sent at 9AM.

I have forgotten my password, what should I do?

On the sign in page, select the "Forgotten password?" link. You will then be sent an email with instructions on how to reset your password. If you have not received instructions within a few minutes, please check your Junk folder.

I have forgotten my sign in email address, what should I do?

Your sign-in email address you registered your account with is your email address.

I have trouble signing in. What might be the problem?

Check that you have entered your sign-in email address and password correctly. Your sign-in email address and password are case sensitive. If your email address and password match what you selected and you are still having difficulties signing-in, you may have been locked out of your account after 3 unsuccessful sign-in attempts. See the "I am locked out of my account, what can I do?" instructions below.

I am locked out of my account, what can I do?

After 3 unsuccessful sign-in attempts, your account will be temporarily locked. An automatic email will be sent to you, containing instructions on how to unlock your account. If you have not received unlock instructions within a few minutes, please check your Junk folder. If you still have not received unlock instructions, click on the "Didn't receive unlock instructions?" link on the sign-in page, and another email will be sent.

How do I make access to the Toolkit easier?

  • Bookmark the login page - bookmarking for future reference. You can add a webpage to your browser's Bookmarks / Favourites by clicking on the star icon and adding it to your Bookmark / Favourites folder.
  • Remember password - you can turn on the "remember your ID and password" in your browser via "Settings" (Chrome and Microsoft Edge) or "Preferences" (Safari and Firefox)
    Please note: This should only be done on personal devices. If you are using a public device (e.g. the walk-in clinic's tablet or library computer) do not save your sign in details.

Can I use my smartphone or tablet?

Yes, the Toolkit can be accessed from any device with an internet connection.

What are the device, operating system, browser and accessibility requirements?

The Toolkit can be accessed on any device connected to the internet while using:

  • Chrome (version 75.0.3770.89 and above)
  • Firefox (version 67.0.4 and above)
  • Microsoft Edge (44.17763.1.0 and above)
  • Safari (version 12.1.1 and above)

Both Android (recommended version 7 and above) and Apple iOS (recommended version 12 and above) operating systems can be used to access the Toolkit. We currently do not support Internet Explorer, so do not recommend you use this.

I am still having problems using the Toolkit. What can I do?

If you have a question that has not been covered in these FAQs, or are still having problems, we recommend you:

Review the e-learning guide available on the Nurture-U website here or contact the research team at For enquiries specific to the University of Oxford, contact Dr Kate Saunders ( or Dr Kevin Matlock (

Can I make an appointment with Oxford’s Student Welfare and Support Services directly through the Toolkit?

No, the Nurture-U Wellbeing Toolkit is a stand-alone student facing wellbeing resource. If you would like to help from Oxford’s Student Welfare and Support Services, including how to make an appointment, please visit their website here.

I do not want to use the Toolkit anymore. What do I do?

You can delete your account through the 'Settings' tab on your dashboard. This will permanently delete your account and your personal details.

Can I learn more about the research using my de-identified data collected by Nurture-U and i-spero?

Yes, you can view the Letter of Information you read when you provided consent to take part here. This letter contains all the information about how your data will be used. If you have any further questions, please email the research team at