TOTUM - FAQ

Frequently Asked Questions

  1. Help - I cannot sign-in to the website
  2. What is TOTUM?
  3. When can I download the TOTUM app? 
  4. Is my NUS extra card still valid? 
  5. Is there an additional charge to download the TOTUM app?
  6. Free TOTUM card with your student bank account
  7. When will my card arrive?
  8. Can I apply for a card?
  9. How do I find out about discounts?
  10. I am an OU student – can I apply for a card?
  11. How do I access my TOTUM account?
  12. Help - I have lost my TOTUM card
  13. Help - my TOTUM card has been stolen
  14. I cannot find my place of study
  15. Can my TOTUM card be delivered to my home address?
  16. Will you send the card to a non UK address?
  17. What is ISIC?
  18. When will my card expire?
  19. TOTUM card holders and auto-renewal
  20. What is my card number?

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.

Has this not answered your question? Use our contact form to email customer services 

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.

Has this not answered your question? Use our contact form to email customer services 

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.

Has this not answered your question? Use our contact form to email customer services 

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.

Has this not answered your question? Use our contact form to email customer services 

Help - I cannot sign-in to the website

We have recently received calls from users who are having problems signing in to the website. When they click the Sign In button in the dark blue bar at the top of the page nothing happens.

We have narrowed down the problem to Internet Explorer 11 using Windows 8.1. If this is happening to you too, please using another browser such as Chrome, Safari or Firefox. You will then be able to sign-in normally.

Alternatively go direct to the log-in URL here using IE11: http://www.nus.org.uk/en/login/

Has this not answered your question? Use our contact form to email customer services 

Free card with your Lloyds bank account

1st Year Free Card

If you chose to have your new Student account with Lloyds Bank or Bank of Scotland and are eligible for a free NUS extra card as part of your Student Account you will be sent an email and an SMS detailing your unique promotional code to claim your first free card.


2nd and 3rd Year Card Renewals

Providing you still hold your Student Account and you applied for your first/second free card by 31 December in the previous academic year, we will send you an email inviting you to renew your card for a second or third and final time.


Emails are sent to the email address you registered with us when you ordered your first free card. If you need us to resend the email, please contact our Customer Services team on
enquiries@nusextra.co.uk or call 0300 303 8602.

Has this not answered your question? Use our contact form to email customer services 

 

When will my card arrive?

Your TOTUM card will be despatched within 3-5 working days and should arrive within 7 days of the despatch 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 before telling us your card hasn't arrived. 

Has this not answered your question? Use our contact form to email customer services 


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.

If your place of study is not showing as an option for on-line ordering, please click here for more information.

Has this not answered your question? Use our contact form to email customer services 


How do I find out about discounts?

All the information about the discounts you can currently get with your TOTUM card is available in the TOTUM discounts section.

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

Has this not answered your question? Use our contact form to email customer services 


I am an OU student – can I apply for a card?     

Open University students are able to purchase a card provided that their course is active. You will need your PI number to be able to apply.

If you’re a research student, you’ll need to drop the OU Students Association a line at ousa@open.ac.uk

Has this not answered your question? Use our contact form to email customer services 


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 ordered your card, you must still use this email address. Don't worry, once you've signed in the first time you can ammend your details. 

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

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

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

Has this not answered your question? Use our contact form to email customer services 

Help - I have lost my TOTUM card

If you have lost your TOTUM card, you can purchase a replacement card.

If you ordered online or by mail order -

Don't panic -  order a replacement card here  

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

Has this not answered your question? Use our contact form to email customer services 


Help - my TOTUM card has been stolen

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

No crime reference number? Get a replacement card here 

Has this not answered your question? Use our contact form to email customer services 


I cannot find my place of study

If you cannot find your place of study in the drop-down list on they may not offer TOTUM yet. 

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

Has this not answered your question? Use our contact form to email customer services 


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.

Has this not answered your question? Use our contact form to email customer services 


Will you send the card to a non UK address?

No - we do not post cards overseas. 

Has this not answered your question? Use our contact form to email customer services 


What is ISIC?

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

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 http://www.isic.org/

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 our ISIC membership you can apply with ISIC directly. 

Has this not answered your question? Use our contact form to email customer services 

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.

Has this not answered your question? Use our contact form to email customer services 

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 and invite you to renew. 

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

Has this not answered your question? Use our contact form to email customer services 


What is my card number? 

Your card number is generated within 24 hours of your order. You can view you card number by logging into the ‘Track My Card’ page - here