# Technical Support Desk

**Source**: https://utelecon.adm.u-tokyo.ac.jp/en/support/
**Parent**: https://utelecon.adm.u-tokyo.ac.jp/en/

TOC

**Table of Contents**

- [Before Inquiring](#before-inquiring)
  - [System Failures and Maintenance Information](#service-status)
  - [Information on Defects and Troubleshooting of Certain Systems](#troubleshooting)
  - [Common Recent Inquiries](#recent-faq)
    - [Transfer of accounts and data in the event of a change of affiliation or employment status.](#transfer-of-accounts-and-data-in-the-event-of-a-change-of-affiliation-or-employment-status)
    - [Unable to sign in to a UTokyo Account with multi-factor authentication (sign-in using a smartphone, etc.)](#unable-to-sign-in-to-a-utokyo-account-with-multi-factor-authentication-sign-in-using-a-smartphone-etc)
- [Support Desk Information](#help-desk)
  - [Four Contacting Channels and How to Choose](#four-contacting-channels-and-how-to-choose)
    - [Email Form](#email-form)
    - [Chat](#chat)
    - [Online Call](#online-call)
    - [On-site](#on-site)

The Technical Support Desk aims to respond to inquiries regarding information systems at the University of Tokyo.
To expand our services, support is co-operated by student staff (“utelecon Support Staff”) and faculty members.

We offer assistance through email form, chat, online call, and on-site. Please contact us through the appropriate channel for your inquiry.

As of February 26, 2026, the on-site support previously provided by [ECCS Tutors](https://utelecon.adm.u-tokyo.ac.jp/eccs/support/#tutors) has been integrated into this utelecon support desk, and assistance is being provided under this new framework.

## Before Inquiring

Before inquiring, please check the other support information and common recent inquiries provided on this site.
If these resources help resolve your issue, it will be more efficient than contacting us. We kindly ask for your cooperation.

### System Failures and Maintenance Information

Please ensure that your issue is not due to known system failure or maintenance.
If you have the same situation, we appreciate your patience while we post updates on the same page.
For inquiries about the posted information, please contact us via the email form instead of chat or online call.

**[System Failures and Maintenance Information](https://utelecon.adm.u-tokyo.ac.jp/en/support/service-status/)**

### Information on Defects and Troubleshooting of Certain Systems

For the systems listed below, please refer to detailed information on defects and troubleshooting provided on their respective pages.

- [List of known UTOL defects and status of correspondence (in Japanese)](https://docs.google.com/spreadsheets/d/15jw_TpG8pfNoaspN2NYzYrFhJmjj--U1-c4IBejtBJ8/edit#gid=0)
- [UTokyo Wi-Fi troubleshooting (in Japanese)](https://utelecon.adm.u-tokyo.ac.jp/utokyo_wifi/trouble_shooting/)
- [Troubleshooting for joining an online class](https://utelecon.adm.u-tokyo.ac.jp/en/oc/join/)

### Common Recent Inquiries

Last Updated: September 24, 2025

#### Transfer of accounts and data in the event of a change of affiliation or employment status.

Before the inquiry, please see the page below. Please contact your department office if you have any queries about the enrollment period.

[Notice on Account Revocation due to Graduation, Resignation or Change of Affiliation](https://utelecon.adm.u-tokyo.ac.jp/en/systems/leave/)

#### Unable to sign in to a UTokyo Account with multi-factor authentication (sign-in using a smartphone, etc.)

Please check the following page before inquiring. It describes how to use multi-factor authentication and what to do if you are unable to sign in due to a malfunction or model change of your smartphone.

[Using Multi-Factor Authentication (MFA) for UTokyo Accounts](https://utelecon.adm.u-tokyo.ac.jp/en/utokyo_account/mfa/)

## Support Desk Information

If you cannot resolve your questions or concerns after checking the above information, our support desk will help you.
Please feel free to contact us, even for small issues.

### Four Contacting Channels and How to Choose

We offer four types of support channels: both online and on-site. Please refer to the following descriptions and contact the appropriate channel based on your situation.

- [#### Email Form

  - This service is suitable for situations like these:
    - When your question or concern is relatively clear. We will be able to provide detailed answers.
    - For example, if you can send us error messages or screenshots.
  - A student operator (called “utelecon Support Staff”) will respond to your inquiry through email.
    Faculty members will take over if student staff cannot resolve the issue.](https://utelecon.adm.u-tokyo.ac.jp/en/support/email-form/)
- [#### Chat

  - This service is suitable for situations like these:
    - When you are unsure about explaining your question or concern in a coherent text. Your situation will be clear through a conversation with an operator.
    - For example, if you want to carefully follow the procedures on our website with the operator’s assistance.
  - A student operator (called “utelecon Support Staff”) will respond to your inquiry through chat.](https://utelecon.adm.u-tokyo.ac.jp/en/support/chat/)
- [#### Online Call

  - This service is suitable for situations like these:
    - When it is difficult to explain your question or concern in writing. Your situation will be clear using screen sharing.
  - A student operator (called “utelecon Support Staff”) will respond to your inquiry through voice, chat, and screen sharing.
  - To access the online call support page, you must sign in with your UTokyo Account.](https://login.adm.u-tokyo.ac.jp/support/online_call-en.html)
- [#### On-site

  - This service is suitable for situations like these:
    - When you are unsure about explaining your question or concern in a coherent text. Your situation will be clear through a conversation with an operator.
  - A student staff member (called “utelecon Support Staff”) will assist you directly.
  - If the support staff on duty determines that they cannot resolve the issue immediately, we will respond via email later. Even in such cases, they will assist you in clarifying the problem to ensure a smooth email response.](https://utelecon.adm.u-tokyo.ac.jp/en/support/on-site/)