Frequently asked questions

Is there a guide to help me learn how to use i-spero®?

i-spero® has been designed to be as user friendly as possible. We have also prepared in partnership with students an e-learning step-by-step user guide for students, which can be accessed here.
To view the e-learning guide clearly, you may wish to use a device with a bigger screen such as a laptop or tablet.

Can I change the time of reminders for my i-spero well-being plans?

Not as yet – we are working to customize timing of reminders for future releases of i-spero, but at present all reminders will be sent at 9AM EST.

I have forgotten my password, what should I do?

On the i-spero® sign in page, select the the "Forgotten password?" link. You will then be sent an email with instructions on how to reset your password. If you have not received instructions within a few minutes, please check your Junk or SPAM mail folder.

I have forgotten my sign in email address, what should I do?

Your sign-in email address you registered your account with is your email address.

I have trouble signing-in to i-spero. What might be the problem?

Check that you have entered your sign-in email address and password correctly. Your sign-in email address and password are case sensitive. If your email address and password match what you selected and you are still having difficulties signing-in, you may have been locked out of your account after 3 unsuccessful sign-in attempts. See the "I am locked out of my account, what can I do?" instructions below.

I am locked out of my account, what can I do?

After 3 unsuccessful sign-in attempts, your account will be temporarily locked. An automatic email will be sent to you, containing instructions on how to unlock your account. If you have not received unlock instructions within a few minutes, please check your Junk or Spam Mail folder. If you still have not received unlock instructions, click on the "Didn't receive unlock instructions?" link on the i-spero sign-in page, and another email will be sent.

How do I make access to i-spero® easier?

  • Bookmark the login page - bookmarking for future reference. You can add a webpage to your browser's Bookmarks / Favourites by clicking on the star icon and adding it to your Bookmark / Favourites folder.
  • Remember password - you can turn on the "remember your ID and password" in your browser via "Settings" (Chrome and Microsoft Edge) or "Preferences" (Safari and Firefox)
    Please note: This should only be done on personal devices. If you are using a public device (e.g. the walk-in clinic's tablet or library computer) do not save your sign in details.

Can I use my smartphone or tablet?

Yes, i-spero® can be accessed from any device with an internet connection.

What are the device, operating system, browser and accessibility requirements for using i-spero®?

i-spero® can be accessed on any device connected to the internet while using:

  • Chrome (version 75.0.3770.89 and above)
  • Firefox (version 67.0.4 and above)
  • Microsoft Edge (44.17763.1.0 and above)
  • Safari (version 12.1.1 and above)

Both Android (recommended version 7 and above) and Apple iOS (recommended version 12 and above) operating systems can be used to access i-spero®. We currently do not support Internet Explorer, so do not recommend you use this.

I am still having problems using i-spero®. What can I do?

The FAQ list will be updated regularly; however, If you have a question about how you can use i-spero® that has not been covered, or are still having problems, we recommend you:

  • Review the e-learning guide available on the U-Flourish website here.
  • Contact the research team at

Can I make an appointment with Queen’s student wellness services (QSWS) directly through i-spero?

No, i-spero is a stand-alone student facing well-being resource. If you would like to make an appointment regarding your well-being or mental health at QSWS you must call or e-mail them. Please visit QSWS website to learn about services and how to contact them at

I do not want to use i-spero anymore. What do I do?

You can delete your account through the 'Settings' tab on your i-spero dashboard. This will permanently delete your account and your personal details.

Can I learn more about the research using my de-identified data collected by i-spero?

Yes, you can view the Letter of Information you read when you provided consent to take part here and visit the U-Flourish research website here or email the research team at