For universities, partners, students and staff

Frequently asked questions.

Short answers. If yours is not here, raise a Query.

Raising a request.

Do I need an account?: Yes. You raise requests with your Walnut account. If you do not have one, you can create it on the sign-in page with your email address. You can check a request without signing in, using its ticket ID and your email address.
Which type should I choose?: Issue for something broken, Query for a question, Grievance for a formal complaint you want reviewed, and Feedback, Suggestion or Requirement for everything else. See the full guide.
I do not know which department to choose.: Choose Other and type the name of the team you are looking for. Walnut's support admins will move it to the right department.
Can I attach a video or a Word document?: No. Attachments can be PDF, JPG or PNG, up to 3 files and 4 MB in total. Save a document as PDF, or share a link to a video in the description.
Why does the "Who is this about?" section not appear?: It appears only when the type is Issue. It is optional, and the person you name is not notified by the system.
Can I phone or chat with the team?: There is no phone line or live chat for requests. If you prefer a phone call, choose phone and add your number. The team sees it and may call you; every update still comes by email and stays on the ticket.
The form says I have raised too many requests.: There is a limit per hour and per day to protect the service. Add to an existing request, or try again later.

I lost my ticket ID.: Sign in and open My requests. Every request raised with your email address is listed there. The ID is also in your acknowledgement email.
Why do ticket numbers jump?: All types share one sequence, so WT-IS-000124 can follow WT-FB-000123. The letters show the type.
Can I reply to the email I received?: Please reply on the ticket page instead. Use the link in the email. Replies on the ticket reach the right people and stay in the history.
The status page says it cannot find my request.: Check the ticket ID (for example WT-QY-000123) and use the same email address you raised it with. For your privacy, the page does not say which of the two is wrong.
How long will it take?: It depends on the type. Issues: first response within 2 working days and resolution within 7. Grievances: first response within 3 working days and resolution within 30 days. Other types: first response within 5 working days. Your acknowledgement email shows the targets that apply.

My request was marked resolved, but it is not.: If it is not fixed, reply on the ticket or reopen it, saying why. If you do nothing, it closes automatically 7 days after it was resolved; we remind you the day before.
Can I reopen a closed request?: Yes, within 30 days of it closing. After that, raise a new request and mention the old ticket ID in the reference box.
I am unhappy with how my request was handled.: Appeal once from the ticket page when it is resolved or closed (a Grievance cannot be appealed this way). The appeal becomes a new Grievance, linked to the original and sent to the Grievance Cell.
Who is the grievance officer?: The officer's details are on the grievance officer page.

Who can see my request?: You, the department handling it, the Grievance Cell for a Grievance, and Walnut's support admins. Read more about privacy.
How do I ask for my data to be corrected or erased?: Raise a Grievance and say it concerns your personal data.