Frequently Asked Questions (FAQs)

Login System & Account Access

If I changed my phone/device and got logged out of OKTA due to MFA. What should I do?

Go to the IT Support and select “DTS Support” for assistance. Choose the MFA option and follow the steps to reset your MFA.

My account got locked due to too many failed sign-in attempts. How do I unlock it?

Go to the IT Support and click on “Help with a locked account” for recovery options.

Academic Resources

When is the exam period and term break?

Go to Term Dates for the latest dates.

Will my absence from a lesson affect my attendance?

Attendance is not a requirement for this course and does not impact your final grade. However, your lecturer will keep an attendance record.

Where can I find lecture recordings if I miss both face-to-face and online sessions?

Recorded lessons are available on Panopto in Canvas. For more details, visit Panopto.

Can I apply for deferment during my study period? What is the allowed duration?

You may apply for a Leave of Absence (LOA) for up to three consecutive terms (12 months). If you do not resume your studies afterward, your enrolment will be withdrawn.

Why can’t I see the Turnitin similarity report?

If you cannot see the Turnitin similarity percentage after submitting, a common fix is to clear your browser cache and cookies and check your browser’s cross-site tracking settings; if that doesn’t help, please forward your submission details along with screenshots to the student experiences team at Singapore-StudentCentral@newcastle.edu.au for further review.

Payments & Refunds

Can I pay my course fees with a credit card?

Yes, credit card payments are accepted at our campus during your lesson, or on weekdays (Monday–Friday, 9 AM–5 PM). You may also make payment online via the secure 2C2P payment link provided in your invoice.

The following credit card options are supported through 2C2P:

  • Mastercard
  • Visa
  • JCB (Japan Credit Bureau)
  • American Express (Amex)
  • Diners Club International
  • Discover

Note: Interest-Free Instalment Payment Plans (IPP) are available for 6-month and 12-month tenures. This option is currently available only for DBS and POSB credit cardholders while making payment onsite (in the campus).

I paid for three courses but decided to drop one. Will I get a refund?

Instead of a refund, you will receive a credit note that can be used to offset the course fee for your next enrolment in the next term.

Pastoral Counselling and Wellbeing Support (Intellect)

What counselling and wellbeing support is available to students?

Students have access to pastoral counselling and mental wellbeing support through Intellect, a confidential digital platform that connects users with qualified professionals and self-help resources.

How do I access Intellect?

Students can activate the account using their UON student email address.

Where can I find guidance on using Intellect?

Please refer to the Intellect Navigation Guide for step-by-step instructions on activating your account, accessing services, and navigating the platform.