Support
Help Centre
Find answers to common questions, or reach out to our team if you need more help.
Account & Sign-in
Creating an account, resetting your password, OAuth sign-in issues.
Subscriptions & Billing
Plans, payment methods, cancellation, and refund requests.
Exams & Practice
How practice sessions, timed exams, and subject selection work.
XP, Levels & Competitions
How XP is earned, leaderboard rankings, and live competitions.
Schools & Administrators
Joining a school, admin portals, and managing student progress.
App & Offline Access
Installing UTMEprep as an app, offline study mode, and syncing results.
Privacy & Data
How we handle your data, deletion requests, and cookie settings.
Frequently Asked Questions
Account & Sign-in
How do I create an account?
Go to /register and sign up with your email address and a password, or use one-click sign-in with Google, Microsoft, or GitHub. After registering with email, you will receive a 6-digit verification code - enter it to activate your account.
I forgot my password. How do I reset it?
On the sign-in page, click Forgot password?. Enter your email address and we will send you a reset link. The link expires after 1 hour. If you signed up with Google, Microsoft, or GitHub, you do not have a UTMEprep password - use the same social sign-in button instead.
I signed up with Google but now I can't log in. What happened?
Make sure you are using the “Continue with Google” button on the sign-in page rather than entering an email and password. If your Google account email changed, contact us and we will link your new email to your existing UTMEprep profile.
How do I change my email address or name?
Go to Settings → Profile. You can update your display name there. Changing your email address requires identity verification - email us at support@utmeprep.app.
Subscriptions & Billing
What is included in the free plan?
The free Starter plan gives you 5 CBT sessions per day, 5 AI Tutor questions per day, up to 3 competition battles and tournament entries daily, access to the first 20 questions in the Question Bank, and analytics for the last 3 days. Premium (₦199/month) unlocks unlimited access to everything.
How do I cancel my subscription?
Go to Settings → Subscription and click Cancel plan. Your access continues until the end of the current billing period. We do not offer partial refunds for unused days except within the 7-day money-back window for new subscriptions.
I was charged but my subscription is not active. What do I do?
This is usually caused by a payment processing delay. Wait up to 15 minutes and refresh the page. If the issue persists after an hour, email billing@utmeprep.app with your payment reference number and we will resolve it promptly.
Exams & Practice
What subjects are available on UTMEprep?
We cover all 25 UTME subjects: English, Mathematics, Physics, Chemistry, Biology, Government, Economics, Commerce, Literature in English, Geography, Accounts, CRS, Agricultural Science, Arabic, Fine Art, Computer Studies, French, Hausa, History, Home Economics, Igbo, Islamic Studies, Music, Physical & Health Education, and Yoruba.
What is the difference between Practice mode and Timed mode?
Every exam type has two modes: Timed and Practice. In Timed mode the clock counts down and results are shown at the end — this simulates the real UTME pressure. In Practice mode there is no timer; after you select an answer you tap "Check Answer" to see whether you were right or wrong and get an explanation instantly before moving to the next question.
Can I retake an exam I already completed?
Yes. You can retake any practice session or exam as many times as you like. Each attempt is saved separately so you can track your improvement over time in the Analytics section.
XP, Levels & Competitions
How is XP calculated?
You earn XP for every correct answer in practice and timed sessions. Bonus XP is awarded for completing sessions without skipping, maintaining daily streaks, and placing in the top 10 of live competitions. XP determines your level and leaderboard ranking.
My XP looks wrong after a competition. What should I do?
Competition XP is processed in the background and may take up to 5 minutes to appear. Refresh your dashboard. If the XP is still incorrect after 10 minutes, contact us at support@utmeprep.app with the competition name and the date it took place.
Schools & Administrators
How does a school join UTMEprep?
Schools interested in a group subscription should contact us at schools@utmeprep.app. Once onboarded, a school administrator account is created and students can join the school using an invite code or link.
Can school administrators see my personal data?
If you have joined a school on UTMEprep, your name, XP, scores, and progress data are visible to that school's administrators. They cannot see your password, payment details, or communications with our support team.
App & Offline Access
How do I install UTMEprep as an app on my phone?
Android (Chrome): Open UTMEprep in Chrome, tap the three-dot menu, and select Add to Home screen. Chrome may also show a banner at the bottom automatically.
iPhone / iPad (Safari): Open UTMEprep in Safari, tap the Share button (box with arrow), scroll down, and tap Add to Home Screen.
Once installed, the app opens full-screen without a browser bar — just like a native app.
iPhone / iPad (Safari): Open UTMEprep in Safari, tap the Share button (box with arrow), scroll down, and tap Add to Home Screen.
Once installed, the app opens full-screen without a browser bar — just like a native app.
How do I install UTMEprep on a Windows or Mac computer?
In Chrome or Edge, look for the install icon (⊕) that appears in the address bar on the right side. Click it and select Install. UTMEprep will open as a standalone window and appear in your taskbar or dock like any other app.
What features work without an internet connection?
Once the app is installed, practice sessions, past questions, study notes, and your analytics history all load from cache — no data connection needed. Your results and XP are saved locally and sync automatically the next time you go online. Live competitions require an active internet connection.
Will my progress be saved if I lose connection mid-session?
Yes. Answers you've submitted are saved locally. When your connection is restored, your session results sync to your account automatically. If the session was interrupted before submission, you can resume it from the dashboard.
How much storage does the app use on my device?
The app shell (CSS, JavaScript, and fonts) takes roughly 5–10 MB. Cached practice data grows gradually as you visit more pages — typically 20–40 MB after regular use. You can clear the cache at any time through your browser or device settings without losing your account data.
Privacy & Data
How do I delete my account?
Go to Settings → Account and click Delete account. This permanently removes your profile, progress history, and personal data within 30 days. This action cannot be undone. For details, see our Privacy Policy.
How do I request a copy of my data?
Email privacy@utmeprep.app with the subject line "Data export request". We will send you a machine-readable copy of your personal data within 30 days in accordance with your data rights.