Frequently Asked Questions | TOTUM

FAQ

Totum FAQ

Your essential 101 guide to TOTUM, with all the answers to all your questions.

General

  • WHAT IS TOTUM?

    TOTUM is the NUS extra card evolved. It comes with all the same great discounts and offers as the NUS extra we know and love but with additional features and functionality loaded into a mobile app.

  • WHEN CAN I DOWNLOAD THE TOTUM APP?

    The TOTUM app is set to launch the week commencing the 10th September 2018. We will let you know, via email, this website and across social media, when you can download the iOS or Android versions of the app, from the corresponding store.

  • IS MY NUS EXTRA CARD STILL VALID?

    Yes! Your NUS extra card will remain valid for whole of its life (ie. Until its expiry date). You do not need to swap or upgrade your card to a TOTUM branded card. Your card will still accepted in all participating online and high street outlets.

    Better still, all valid NUS extra cardholders can download and unlock all the features within the TOTUM app.

  • IS THERE AN ADDITIONAL CHARGE TO DOWNLOAD THE TOTUM APP?

    No, the TOTUM mobile app is FREE to download on Apple App Store and Google Play.

    However, only valid NUS extra cards and TOTUM cardholders can access the full suite of features contained in the app.

  • WHAT IS ISIC?

    ISIC is the International Student Identity Card. It gives you access to more than 42,000 discounts in over 130 countries.

    All TOTUM cards include a 1-year free ISIC – just flip your card to show it.

    To see the full range of ISIC international student discounts head over to their website

    Please note at the moment we are unable to renew your ISIC membership through our TOTUM payment platform. If your TOTUM card is not due to expire within the next 28 days and you want to renew/extend your ISIC membership you can apply with ISIC directly.

New Card Holders

  • CAN I APPLY FOR A CARD?

    You must be 16 or over and studying in Further or Higher Education to be eligible for a TOTUM card. Or as an employee benefit for staff at Students’ Unions that are NUS constituent members.

    To be eligible for a TOTUM card, your course should require at least 10 hours study weekly for a minimum of 12 weeks. Additionally, courses carried out by professional learners should be a recognised and accredited course.

  • I AM AN OPEN UNIVERSITY STUDENT – CAN I APPLY FOR A CARD?

    Open University students can purchase a TOTUM card provided that their course is active. You will need your PI number to be able to apply. You must follow this link to buy your TOTUM card.

    If you've got a voucher, click on the link in your voucher email, or stick your voucher code here.

    If you're a research student, speak to the OU Students Association at ousa@open.ac.uk

  • WHEN WILL MY TOTUM CARD ARRIVE?

    Your TOTUM card will be dispatched within 3-5 working days and should arrive within 7 days of the dispatch date.

    We will send you an email when your card has been dispatched.

    We know you’re keen to start using your card but please wait for 14 days from purchase before telling us that your card hasn’t arrived.

  • I CANNOT FIND MY PLACE OF STUDY

    If you can’t find it in the drop-down list, they may not offer TOTUM yet.

    Still want TOTUM? Speak to your SU representatives – they can make it happen!

  • CAN MY TOTUM CARD BE DELIVERED TO MY HOME ADDRESS?

    Yes – in most cases.

    If you are given the option to enter your home address, at the point of purchase, we will send your TOTUM card to that address.

  • CAN YOU POST MY TOTUM CARD TO A NON-UK ADDRESS?

    No - we do not post cards overseas.

Existing Card Holders

  • HELP - I HAVE LOST MY TOTUM CARD

    Don’t panic – order a replacement here.

    Replacement cards cost £5 (plus any upgrades). Your replacement will be sent out in 3-5 days, arriving within 7 days after that.

  • HELP - MY TOTUM CARD HAS BEEN STOLEN

    Contact us with your crime reference number and we’ll send you a free replacement.

    No crime reference number? Get a replacement card here.

  • HOW DO I ACCESS MY ACCOUNT?

    If you ordered your card online, head over to our discounts section sign in with the email address and password.

    Word to the wise, if you entered your email address incorrectly when you placed your card order, you must use the same email address. Don’t worry, once you’ve signed in the first time you can amend your details in the 'My Account' section of the website.

    These details will have been emailed to you shortly after your purchase.

    If you ordered your card through your place of study or by mail order, you will have been sent a password via email.

    If you have forgotten your password, please use the “forgotten password” function.

  • HOW DO I CANCEL MY MEMBERSHIP?

    You can cancel your TOTUM card within fourteen (14) days of purchase if you have not used it to obtain any promotions, discounts or offers, in line with terms and conditions. You are not able to return the card if you have already used it.

    Please notify us at help@totum.com, where you will be asked to return your physical card to TOTUM, Ian King House, Snape Road, Macclesfield, Cheshire, SK10 5TN.

    Please note that there is an administration fee of £3.50 for all cancellations.

  • WHEN WILL MY CARD EXPIRE?

    The expiry date is on the front of your TOTUM or NUS extra card.

    We will be in touch before your card is due to expire to remind you of its expiry date and invite you to renew.

    You must still meet the eligibility criteria to renew your TOTUM card.

  • HOW DO I RESET MY PASSWORD?

    I am an NUS card holder trying to login to the app. To reset your NUS extra password:

    I have been using the TOTUM app and need to log back in.

    • Open the app and choose login.
    • Enter the email address you registered with.
    • Click on forgot password

Discounts and Offers

  • HOW DO I FIND OUT ABOUT ALL THE DISCOUNTS AND OFFERS AVAILABLE ON TOTUM?

    All the information about the discounts and offers you can currently benefit from using your TOTUM card can be found in the discounts section, which is available here.

    Make sure you login to the website to access the discount.

What is SMART membership?

TOTUM cardholders are our SMART members. To become a SMART member after registering in the app or on the web, you follow the steps below. Your profile in the app shows where you are in the journey to SMART membership

  1. select your place of study from the list
  2. verify your student status; you can do this by signing-on to your institution or verifying your academic email address
  3. select your card options and buy your card
  4. arrange delivery of your card - we need to know your name, address for delivery and a selfie to print your card
  5. activate your card when it arrives by entering the card number

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