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.
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 plan gives you access to a limited set of practice questions, one subject at a time, and view-only leaderboard access. All competition modes and the full question bank require a paid subscription.
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 UTME subjects: English Language, Mathematics, Physics, Chemistry, Biology, Geography, Government, Economics, Commerce, Agricultural Science, Literature in English, Christian Religious Studies, Islamic Religious Studies, and more.
What is the difference between Practice mode and Timed mode?
In Practice mode you can take as long as you need, see hints, and review explanations after each question. Timed mode simulates the actual UTME exam duration (1 hour 30 minutes for 40 questions per subject) with no hints and results shown only at the end.
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.
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.