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Mobile Support

Whether you have an Android, iPhone/iPad, or something completely different, WKU IT wants your access to be as effortless as possible. If you have any questions or problems, click the article titles below for assistance or contact the ITS Service Desk.

Category: Email & Calendars / WKU Email Accounts / Settings and Configuration

Adding WKU Email to Device

Instructions for adding a WKU Account onto an Android, iOS, or macOS device.

Adding WKU Email to Device

Instructions for adding a WKU Account onto an Android, iOS, or macOS device.

Issue/Question

How do I add my WKU email account to my device?

Environment

Android
iOS
macOS

Resolution

Apple Mail - iOS

Shared mailboxes accounts do not have the ability to add their account to mobile devices through this method. Please see this article for further information.

Tap Settings.
Tap Apps.
Tap Mail.
Tap Mail Accounts.
Tap Add Account.
Enter WKU email and tap Next.
Tap Microsoft Exchange.
Fill in:
1. Email:Full email address (e.g. big.red@wku.edu)
2. Description: Whatever description you would like.
Tap Next.
Tap Sign in.
If asked to sign into Microsoft Online, select Continue.
Enter information requested. You may be prompted for your password.
Authenticate using Microsoft Authenticator app, if prompted.
Toggle back to Settings app.
Select which data you would like to sync to device.
Tap Save.
If messages/events do not start loading, restart device to force account syncing.
Note: It will take a few moments to sync all emails to Mail app.

Outlook App - iOS

From the App Store, download and install the Microsoft Outlook app.
Tap the Outlook app.
Tap Add Account.
Enter your full email address (e.g. big.red@wku.edu).
Tap Add Account.
Enter your WKU Account password.
Tap Sign in.
Authenticate with Microsoft MFA, if prompted.
Tap Maybe Later when prompted to add another account.

Gmail App - Android

Open Gmail.
Tap profile icon at top right, select Add another account.
Note: If no accounts have been added previously you may be presented with an Add account option instead.
Select Exchange and Office 365.
Enter WKU email address and tap Next.
Enter password and authenticate if prompted.
Tap Done.

Outlook App - Android

Install the Microsoft Outlook for Android app.
Tap OPEN.
Tap GET STARTED.
Enter your full email address (e.g. big.red@wku.edu or big.red123@topper.wku.edu).
Tap CONTINUE .
Enter your NetID password.
Tap Sign in.
Authenticate with Microsoft MFA, if prompted.
Tap SKIP when prompted to add another account.
Swipe through the tutorial.
Tap to access your account.

Apple Mail - macOS

Click Mail application.
Click Mail menu.
Click Add Account.
Click choose from a list.
Select Microsoft Exchange.
Enter your WKU Account credentials.
Click Sign In.
On the next screen, click Sign In.
After completing verification, choose what content to sync (Mail, Contacts, Calendar, Notes, and Reminders).
Click Done.

If you need assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 04-13-2026 10:33AM

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Category: Mobile Devices

Fixing Broken Mobile Devices

Information regarding mobile device repair.

Fixing Broken Mobile Devices

Information regarding mobile device repair.

Issue/Question

If my phone or tablet has broken hardware can WKU ITS fix it?

Environment

Mobile Devices

Resolution

Mobile Device support is limited to software functionality (e.g., email account setup, WiFi connecting, iWKU app, and so on.). WKU ITS is not certified for hardware issues, such as a broken screen, but can refer you to local authorized service centers.

Last Modified: 01-15-2026 10:49AM

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Category: Mobile Devices / Android

Configuring Remote Assistance (Android)

Instructions for setting up Android devices to be able to share the device's screen with a WKU ITS representative.

Configuring Remote Assistance (Android)

Instructions for setting up Android devices to be able to share the device's screen with a WKU ITS representative.

Issue/Question

How do I share my Android's screen with a WKU ITS representative?

Resolution

Download the BeyondTrust Support for your device:
Open the app.
For Site Address, enter support.wku.edu.
For Session Key, enter the code given by the WKU ITS representative.
Allow and agree to permissions for your device when prompted
A prompt will appear that says Start recording or casting with Support, tap Start Now.
Once connected, the representative will send a request to see your device's screen. Tap Allow.
On Android devices, the representative can view and control your screen in non-secure pages, but it is policy for consultants to ask before controlling your screen.

Last Modified: 11-06-2025 14:02PM

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Resetting Android Device to Factory Settings

Instructions for resetting Android device to the factory settings.

Resetting Android Device to Factory Settings

Instructions for resetting Android device to the factory settings.

Issue/Question

How do I restore my Android device to factory settings?

Environment

Android

Resolution

This will remove all personal settings and accounts from the device; this action cannot be undone.

Open Settings.
If you are selling/giving away your device, or having it serviced, tap Accounts and backup. Tap Manage accounts. Remove any accounts listed.
Return to the main settings page.
Select General management.
Select Reset.
Tap Factory data reset.
Tap Reset Device.
Your device may have additional prompts. Once all of them have been confirmed, your device will reboot and erase its content.

Last Modified: 11-06-2025 14:06PM

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Download Supported Apps

iWKU for iOS iWKU for Android Blackboard for iOS Blackboard for Android

myWKU

Smartphone Purchasing

WKU employees and students can receive discounts from service providers on devices and plans. Reference the Cellular Allowance Policy regarding smartphone purchasing and stipends.

Learn More

Need Assistance?

The WKU ITS Service Desk is here to help. Give us a call, chat with a representative online, use the Self-Help Knowledge Base and more.

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