“Not Authorized” Error When Clicking Promotional Banners
“Not Authorized” Error When Clicking Promotional Banners
When a Guardian clicks on the Download Cialfo Mobile App banner or the Follow Us on Instagram banner icon on the Cialfo platform, a warning message appears stating:"You are not authorized to access this page." This prevented Guardians from being able to interact with promotional content on their home screen.
The issue has now been resolved. Guardian users can click on promotional banners without encountering the “Not Authorized” error.
What Should Guardians See?
Download Cialfo Mobile App banner → Redirects to the app store listing for the Cialfo mobile app
Follow Us on Instagram banner → Redirects to Cialfo’s official Instagram profile
Note: The Cialfo mobile app is exclusively for students. Guardians access Cialfo via the desktop platform using their email and password.
Still Seeing This Error?
If you or a Guardian is still encountering the "Not Authorized" message, please try the following steps:
Clear your browser cache and cookies and reload the page.
Log out and log back in to your Guardian account.
Ensure you are accessing Cialfo through your school's unique URL (e.g., [schoolname].cialfo.co).
If the issue persists, reach out to us via the Chat with Cialfo feature with your school name and Guardian email address.
For more information on setting up and navigating the Guardian experience, see Guardian View on Cialfo.
Email or Phone Number Already Used by Another Account
Email or Phone Number Already Used by Another Account
This error means your email address or phone number is linked to more than one Cialfo account. Common causes include:
You created a personal Cialfo account before your school invited you to join
Your email was used when a previous school imported your data
Your phone number was registered under a different account during a previous registration
A duplicate account was created during a school data migration
Can I fix this myself?
This conflict is resolved by the Cialfo support team — you cannot fix it from within the platform. Do not attempt to delete your account and re-register with the same email, as this may not resolve the underlying conflict.
How does the support team resolve it?
The support team resolves duplicate email or phone conflicts by:
Identifying which account is the correct active account
Modifying the conflicting account's email to remove the overlap (e.g. updating the duplicate account's email so your email becomes available again)
Notifying you when the fix is complete, so you can log in normally
Note: This process typically takes a few hours and does not affect your application data or progress on the platform.
How to get this resolved?
Contact Cialfo support via Live Chat or email [email protected]
Share your email address and phone number with the team
Share a screenshot of the error message so the team can investigate quickly
Can I cancel a deletion request I submitted by mistake?
Yes. If you submitted an account deletion request and want to cancel it, contact the support team immediately via Live Chat or email. The team can cancel a pending deletion request before it is processed.