Live chat FAQs

How do I know an advisor is online?

We've created a timetable of when our advisors will be available to live chat with you. Head to our website, and you'll see the live chat box in the bottom right hand corner of your screen. It will say if an advisor is online or offline - you'll also be able to leave a message and we'll get back to you as soon as we can.

What issues can I discuss without booking an appointment?

We can help you to find other support services in the University or wider local area, offer quick guidance on applying for an EEC (and whether this is the right approach for you), give you an overview of procedures regarding academic issues and help to identify what kind of support you need. 

Will the chat be kept confidential?

Of course. Maintaining confidentiality and trust with students is given the highest priority. Find out more about our confidentiality policies.

Can I still book an appointment as normal?

Yes. We want to support you in whatever way we can. Due to the ongoing situation with COVID-19, our advice appointments are currently only being offered via telephone or Microsoft Teams video call. If you have any questions or concerns regarding this, please contact Emma Taylor, Inclusion and Support Manager at

I'm a University of Derby student studying at a partner college, can I still access the service?

Yes. Our service is for all University of Derby Students. This includes Buxton and Leek College students, Access courses, University of Derby Online Learners, and students studying at Partnership Colleges around the world. Hopefully you can find a time that suits you - either via live chat, phone call or Teams.