In this help article, we'll walk you through common questions and guidance related to the Cialfo mobile app — covering how to manage and edit test scores, troubleshoot login and navigation issues, resolve display inconsistencies on iOS and Android, and understand recent changes to the app experience. Whether you're running into a specific issue or just want to understand how certain features work, this article will help you find quick, actionable answers.
Troubleshooting & FAQs
Why I am Unable to Log In to the Cialfo Android App via Phone Number?
Why I am Unable to Log In to the Cialfo Android App via Phone Number?
If you are facing difficulties logging into the Cialfo Android app using your phone number, please follow the steps below to resolve the issue.
What You Can Do
Ensure you have the latest version of the Cialfo app installed.
Open the Google Play Store, search for Cialfo, and tap Update if a newer version is available.Verify that your phone number is entered in the correct format.
Make sure to include the country code (for example, +65 for Singapore or +1 for the United States).Confirm that your phone number is correctly added to your Cialfo account.
You can verify this by logging into Cialfo via a web browser and navigating to:
Settings → My AccountTry logging in using your email address and password as an alternative method if phone number login is still not working.
If you continue facing the same problem after following the steps above, please contact Chat with Cialfo and share the following details:
Your phone number (including country code)
Android device model
App version installed on your device
You can find the app version under the app’s Settings section.
Why does tapping the Back button close the app instead of returning to the previous screen?
Why does tapping the Back button close the app instead of returning to the previous screen?
On certain Android and iOS devices, tapping the Back button while navigating within the Cialfo app caused the app to close entirely instead of returning to the previous screen. This affected users mid-session and required them to relaunch the app to continue.
If you are still experiencing unexpected app exits after updating to the latest version:
Ensure the app is updated to the latest version from the App Store or Google Play.
Restart the app and try again.
If the issue continues, contact Chat with Cialfo and include your device model, operating system version, and the steps that led to the unexpected exit.
Why do I see layout or display issues in the app on iOS?
Why do I see layout or display issues in the app on iOS?
If you are facing display issues such as garbled UI elements, misaligned buttons, or layout problems while using the Cialfo mobile app on an iOS device, please follow these steps:
1. Force-close the Cialfo app on your iOS device and reopen it.
2.Check the App Store to ensure you are using the latest version of the Cialfo app:
Open the App Store
Go to Updates
Install any available updates for Cialfo
3. If the issue persists, delete and reinstall the app from the App Store.
If you are still facing the issue on a specific iOS version or device type, please contact Chat with Cialfo and share:
Your iOS version number (Settings → General → About)
A brief description or screenshot of the issue you are seeing
Why am I seeing an error when I tap on a course in the Applications tab?
Why am I seeing an error when I tap on a course in the Applications tab?
If you encounter an error message when selecting a course entry within the Applications tab instead of seeing the course details page, please try the following steps:
Update the Cialfo app to the latest version available.
Close and reopen the app.
Try accessing the course details again from the Applications tab.
If the issue continues, please contact Chat with Cialfo and share:
Student name
Course name
University name affected
Why can't I edit the Course, Round, or Test Submitted fields in my application?
Why can't I edit the Course, Round, or Test Submitted fields in my application?
Students are no longer able to edit the Course, Round, or Test Submitted fields once an application has been created. This ensures your application data stays accurate and prevents accidental changes. If you need to update any of these fields, please contact your counselor — they can make updates on your behalf through the web platform or mobile app.
Why does the School Search page look different from other pages in the app?
Why does the School Search page look different from other pages in the app?
Spacing and layout consistency on the School Search page have been updated to ensure a uniform experience across the Home, Universities, and School Search pages — particularly on iOS devices with a notch or Dynamic Island. If you are still seeing spacing issues, update the app and force-close and reopen it. If the issue persists, contact Chat with Cialfo.
What happens if I accidentally navigate away while adding a test score?
What happens if I accidentally navigate away while adding a test score?
If you make any changes while adding a test and attempt to leave the page before saving, a confirmation message will appear. This gives you the chance to go back and keep your progress rather than losing the information you've entered.
How is my test information displayed after I've added a score?
How is my test information displayed after I've added a score?
Once a test has been added, the Test Date and Registration ID appear on separate lines in the Added Score section, making it easier to review your entries at a glance.
How do I know my edits to an existing test will be saved?
How do I know my edits to an existing test will be saved?
When updating a test score you've already entered, the primary action button is labeled "Save changes" — so you can clearly confirm that your updates will be applied before leaving the page.
Why does my previously selected IB Level disappear when I reopen the edit form?
Why does my previously selected IB Level disappear when I reopen the edit form?
If you've already saved a Level (Standard or Higher) for an IB test, that selection will be retained the next time you open the edit form. This means you can review your existing entry without having to re-select the Level from scratch. If you find the Level is not persisting after saving, please update the app to the latest version. If the issue continues, contact Chat with Cialfo.
What should I do if the app sends me back to the onboarding screen during OTP verification?
What should I do if the app sends me back to the onboarding screen during OTP verification?
If you close and reopen the app while entering your OTP, you will be taken back to the OTP verification screen to continue where you left off. If you find yourself on the onboarding screen instead, please update the app to the latest version and try again.
Why does a blank white space appear at the bottom of the screen when using Saige on Android?
Why does a blank white space appear at the bottom of the screen when using Saige on Android?
If you notice an empty white area at the bottom of the Saige screen after closing the keyboard on Android, please update the app to the latest version. If the issue persists after updating, contact Chat with Cialfo.
Why do scholarship images appear cropped on the Scholarships page?
Why do scholarship images appear cropped on the Scholarships page?
If scholarship images under Universities → Scholarships appear cut off or incorrectly sized, please update the app to the latest version. If you continue to see this after updating, contact Chat with Cialfo with a screenshot.
Why am I seeing duplicate tooltips in the University Quest section?
Why am I seeing duplicate tooltips in the University Quest section?
If you notice duplicate helper tooltips appearing under Main Quest or Side Quests, please update the app to the latest version. If the issue remains after updating, contact Chat with Cialfo.
Why can I save a test score that appears to be invalid?
Why can I save a test score that appears to be invalid?
Test score validation now checks entries in real time. If a score falls below the minimum allowed value, it cannot be saved — even if you tap Save before the validation completes. If you're seeing unexpected behavior when entering test scores, make sure your app is updated to the latest version.
What should I do if the app sends me back to the onboarding screen during OTP verification?
What should I do if the app sends me back to the onboarding screen during OTP verification?
If you close and reopen the app while entering your OTP, you will be taken back to the OTP verification screen to continue where you left off. If you find yourself on the onboarding screen instead, please update the app to the latest version and try again.
Why are the ACT test fields appearing in the wrong order?
Why are the ACT test fields appearing in the wrong order?
ACT score fields are displayed in the standard reporting sequence: English, Math, Reading, Science, and Writing (optional). If the fields appear in a different order, please update the app. If the issue persists, contact Chat with Cialfo.
Need More Help?
Our Client Support team is available via Live Chat 24 hours a day, Monday through Friday, through Chat with Cialfo.
If you’re unable to find a solution in our help articles or need further assistance, you can contact the Cialfo Support team via:
Live Chat