FAQs

Students: You will be advised where you can collect your KentOne card in your registration confirmation email. If you need to collect it at any other time of the year, please visit Nexus in the Templeman Library (Canterbury campus) or the Medway Student Administration reception in the Gillingham building.

Staff: your school/department administrator should have ordered your card prior to your first day. After arrival, if you do not have a KentOne card it can be requested online (you will need to obtain authorisation from your department).

Please note the below FAQs from July 2025 and the changes to the cashless element of the KentOne card. If you top-up your KentOne card post 24 July 2025, you will not be able to spend funds in catering outlets, as we have moved to a new catering app, Time2Eat, as the method of payment. 

Check your balance online.    

Login at the top of the page using your Kent email address.

Due to an error on the supplier's website there are intermittent issues when trying to check your balance online using Microsoft Edge or Internet Explorer browsers. While they are working to fix the problem we recommend using an alternative internet browser to top up. We apologise for the inconvenience.  

Log onto the online portal and click on ‘Recent Activity’ to see your recent KentOne card transactions. From your account portal you will also be able to see your remaining balance and top up online if you wish. 

If you still have funds on your cashless purse once you leave the University, then please email kentone@kent.ac.uk to arrange for a refund. 

Please note, all compensation and bursary funds are non-refundable.

If your card has been working fine and suddenly stops, it may have become damaged and will need replacing at Nexus in the Templeman Library (Canterbury campus) or the Medway Student Administration reception in Gillingham building.

If your card has never worked for cashless payments, your card may need to be set up again. In this case email kentone@kent.ac.uk so a member of the team can investigate.

If you lose your KentOne card you should log into you account online and mark the card as lost to prevent it being used by anyone else.

Once you have done this you will need to email lostcards@kent.ac.uk so that it can be deactivated and a replacement can be produced. Charges may be incurred for a replacement card to be reproduced.

A replacement card can be ordered through the KentOne online store.  

Any credit on your card will be transferred over to your replacement card.

Students: your replacement KentOne card will need to be collected from Nexus in the Templeman Library (Canterbury campus) or the Medway Student Administration reception in the Gillingham building.

• Staff: If you are a staff member requiring a replacement card, please click on this SharePoint link to request a new one.

Once a new card has been produced this can be sent via internal mail to you. 

For Medway staff please email medwaycardaccess@kent.ac.uk

Depending on the circumstances, yes:

• For damaged cards - a first replacement card will be issued for free but any subsequent replacements will be charged.
• For lost cards - there is a replacement charge fee.
• For stolen cards - there is no charge for a replacement card, providing you have a crime reference number (given to you by the police when you report a theft to them). If you have no crime reference number then a replacement charge will apply.

Please note any replacement fee charges cannot be paid in cash.

If a card has been marked as lost there is no way of undoing this. This is for security reasons to ensure your card cannot be re-activated by another person.

 Contact kentone@kent.ac.uk to get your card re-activated, although this will not be possible if you have already requested a replacement card. You should destroy your old card if you already have a replacement card.

Your cashless purse is what is available for you to spend.  This will be what you or your family and friends have topped up for you to use.

Other purses such as ‘compensation’ or ‘bursary’ exist, but funds are added to these by the University of Kent and are non-refundable.

When using your KentOne card to pay, any credit in bursary or compensation purses on your account will automatically be used first before using any credit in your cashless purse as these funds are non-refundable.  

Non-refundable purses (such as bursary or compensation funds) will automatically be used first before deducting anything from your cashless purse.

Change your email address. To change your email address registered to your KentOne card account, and the one you log in with, simply go to your 'Account Details' screen and expand the 'Contact' panel. Within this panel you will find a section titled ‘Change your Email Address’; fill out your new Email address and confirmation of Email address and click the ‘Save’ button. A verification Email will then be sent to your new Email address which will contain a reset link. Follow the steps shown on screen from this point. 

To reset your password. Go to your Account Details screen, scroll down to the Password section where you will find three fields; Current Password, New Password and Confirm New Password. Fill each of these fields with their required values and hit the 'Reset Password' button. If you have forgotten your password and cannot login you can reset your password using the Forgotten Password page found on the Login screen. 

Access to bicycle sheds will be added by Campus Security, please visit the Security and Transport Centre to arrange for access to be added.

Certain buildings require permission for you to gain access. This will need to be requested from you/your department to Estates via the online 'Building Access Request'. 

Depending on what access is required some office door access can be added in the college reception following confirmation from your department. 

You can't put money onto another student's card as a student. However, a parent/supporter can add money to a student's account if they wish. First, they would need to set up a linked account by contacting the KentOne team, and then they can add funds themselves. Check out our HelpCentre for full instructions.

It is also possible for staff to put money onto student or other staff cards as rewards etc. Please contact the KentOne team who can facilitate this for you.

Unfortunately at the current time you cannot use your KentOne card to pay at any other Kent campus as this feature is only available on the Canterbury campus.

All other features of your KentOne card are still valid on other campuses.

Yes, as your KentOne Card will be used for identification there are certain guidelines in place that you should meet. You can read about these on our photo guidelines page.

You will have 12 months from the time you leave the University to claim any unused funds for money you have put on your card itself.  After this period, we will put any unused money towards a hardship bursary fund set up by Kent Hospitality.  

We've made some important updates to how you pay for food and drink on the Canterbury campus, in line with the University’s catering partnership with Chartwells, which started on the 1 June 2025.

As part of this transition, Chartwells have introduced a modernised EPOS (Electronic Point of Sale) system, which will improve your experience in our outlets and bring a wider range of payment and reward options.

As a result, your KentOne card will no longer be accepted as a cashless payment method in our campus outlets. The card will still function as your University ID, but cashless payments will now move to a new, more flexible platform 

• From 24 July 2025 KentOne payments are no longer be accepted in catering outlets on the Canterbury campus
• KentOne payments in the two Co-op shops on campus or in the Templeman Library will remain post 24 July 2025 until a replacement EPOS system for their areas is in place.  We will keep you updated accordingly

Chartwells are bringing a more tailored, student- and staff-focused offer. A new EPOS system and app-based platform, Time2Eat, provides:

• Faster service through mobile ordering and self-service kiosks
• Exclusive rewards and discounts
• More personalised food offers and loyalty options
• Better integration across all catering outlets 

If you uploaded funds yourself:

• You can in the two Canterbury Co-op shops or Templeman Library for printer credits until a new EPOS system is in place.
• Alternatively, you can request a transfer of funds to the Time2Eat app, email: kentone@kent.ac.uk

If your KentOne account was credited by the University:

• Funds were automatically transferred to your Time2Eat account on 24 July 2025
• You will need to create a Time2Eat account to access funds. Once transferred, funds will no longer be usable in Co-op or Templeman, as university funds are required to be used in university outlets

Please note, due to the complexities of processing refunds and current limitations in staffing and resources we are unable to offer refunds. If you experience an issue specifically related to accessibility that prevents you from using Time2Eat, we are committed to addressing such concerns. In such cases, refund requests will be reviewed and handled individually on a case-by-case basis.

To check your KentOne balance, visit: https://kentuniversity.mcr-symphony.net//Login.aspx and sign in with your Kent email address.

Time2Eat is Kent’s new food and drink app for the Canterbury campus catering outlets, hosted by our new catering partner, Chartwells.

Time2Eat has been introduced in two phases:

• From 24 July 2025: You could pay for food and drink at catering outlets using the app.
• From late-September / early October 2025: The full app features will be available, including:
• Mobile ordering to your table
• Click-and-collect lunch options
• Exclusive promotions, hot beverage stamp cards, and rewards

You’ll also find Time2Eat kiosks in different locations on campus with the first location at Hut 8 with more locations to be announced in the coming weeks, offering a quick and rewarding way to order meals on the go. 

It’s so quick and easy to use the Time2Eat app, just follow these four steps:

1. Download the Time2Eat app.

• Google Play Store Link: https://play.google.com/store/apps/details?id=com.thesmartq.compass.time.eat 
• Apple Store Link: https://apps.apple.com/gb/app/time2eat-by-compass-digital/id1513268842

The access code is: kentuni  

2. Set up your account:

• for staff members, your account should be set up with your full name and your long Kent email address e.g., John.Smith@kent.ac.uk. If this does not work, please try your short Kent e-mail address, e.g. js47@kent.ac.uk.  
• for students, your account should be set up with your full name and your short Kent email address 

3. Verify your account via your email account.

4. Check your e-wallet for your balance!

Please also refer to the Time2Eat step-by-step guidance.

If you are having issues with your Kent email address not working and you know you have University funds that are being transferred over, please e-mail kentone@kent.ac.uk  

If the funds on your KentOne card were loaded by the University, these were automatically be transferred to a Time2Eat account on 24 July 2025. 

You will need to download the app, following FAQ above 'How do I use Time2Eat' and use those instructions, and your funds will be in the Time2Eat wallet allowing you to spend in selected outlets on campus.

Simply head to the Time2Eat app 

• > select Account 
• > select Ewallet 
• > Top Up Funds using Apple /Google Pay or Credit / Debit Card

Discounts and offers:

• The 10% KentOne discount will no longer apply. However, Time2Eat users will enjoy a range of promotions and discounts, including loyalty rewards and time-limited offers, which will replace and exceed the previous benefits.
• Our new ‘Savour’ range in Rutherford Dining Hall replaces the previous Cost of Living Meal and will offer fresh, great-value options across selected outlets, ensuring an affordable choice is always available.
• The Gulbenkian Arts Centre Café will continue to offer a 10% discount for members. Annual memberships are available for £10 (staff) and £5 (students), which also include cinema and theatre discounts. 

For those budget holders that use budget cards for purchasing goods in the Co-op shops on campus, these will continue to work in the same manner post 24 July 2025 until a replacement EPOS system for their areas is in place. We will keep you updated accordingly.

For those budget holders that require catering card/s to be used in University run catering outlets, please can you e-mail kentone@kent.ac.uk with your request and the cost code that should be allocated to each card issued, and this will be arranged in due course. 

Please contact our team at: kentone@kent.ac.uk for any queries related to your KentOne card balance transfers.

For Time2Eat download assistance, please refer to the Time2Eat step-by-step guidance. 

You should submit your photo online as part of Kent's Online Enrolment pages. We cannot print a KentOne card until we have received a valid picture so to avoid any delays in accessing other Kent services we strongly advise submitting your picture before you arrive.

If you have ordered a Flex Meal Package for 2025/26 or have pre-authorised funds from the University you do not need to do anything – we’ve got it sorted. 

When you ordered your dining package, you ordered using your Kent University email address and so we have loaded your funds to your Time2Eat wallet allowing you to spend in selected outlets on campus via the tills or through the app.

You will first need to set up a linked account. To do this please contact the KentOne card team. 

Once an account has been set up, you can link to a student account from the 'Account details' menu. Full instructions for how to link accounts are available in the Help Centre. 

Yes, but only with the KentOne card/standard account owner's permission. For a linked account to see recent activity information, the card account owner will need to click the 'Enable' link next to 'Recent Activity Sharing' to display this information to the Link Account.