If you or your students can't find the welcome email, forgot how to log in, or are seeing specific error messages, here are solutions for every scenario.
Reset a Password
Direct users to your school's unique URL [example].cialfo.co/signin. Anyone with an active account can select 'Forgot Password', enter their associated email address, and receive password reset instructions by email.
Pro Tip: Add your school's unique Cialfo URL to your school's website, student portal, and email signature so students can easily find it.
Resend Registration Email
Resend a student's registration email by navigating to the student page. Click on the (i) button next to the student's name. A pop-up box showing the student's profile will appear on the right. Scroll down to the bottom and click 'Send Registration Email'.
Registration or login email not in inbox? Check these folders
Gmail has an auto-sort default setting which moves emails into various folders. Cialfo emails might be automatically routed away from the inbox. Check the 'Promotions' and 'Updates' folders for the Cialfo registration email if you cannot find it in your Primary inbox.
Pro Tip: Gmail users can mark any email from Cialfo as important to ensure future delivery to the Primary inbox.
Error: "Your email has been used for another account on Cialfo"
If you see: "Uh-oh, seems like your email has been used for another account on Cialfo. Please chat with us to get support on this."
This means the email address is linked to more than one Cialfo account — for example, a student account and a counselor/staff account, or a student who previously signed up independently before their school imported them.
Steps to resolve:
Do not create a new account — this will make the conflict harder to resolve.
Use Chat with Cialfo and provide: your full name, email address, name of school (and campus if applicable), and your role (student, counselor, or guardian).
The support team will identify the conflicting accounts and resolve it with the help of the engineers
Verification code not received on school email
If Cialfo is sending a login verification code to your school email but it is not arriving:
Check Spam, Promotions, and Updates folders first.
If your school uses Google Workspace, add [email protected] to your contacts to prioritise future delivery.
If your school uses Outlook or a managed email system, ask your IT team to whitelist @cialfo.com and @cialfo.com.sg as safe sender domains.
If still not receiving the code after whitelisting, contact Chat with Cialfo — the support team can trigger a manual resend or verify your registered email.
Error: "You are not authorised to view this page"
This error after logging in typically means:
Account role mismatch: Your account type does not have access to the page you are trying to visit. Confirm you are using the correct account for your role (student, counselor, or guardian).
Account deactivated: Contact your school counselor or admin to check your account status and reactivate if needed.
Expired or promotional link: Go directly to your school's unique Cialfo URL (e.g., [yourschool].cialfo.co/signin) rather than clicking an older email link.
If none of the above applies, contact Chat with Cialfo with a screenshot of the error and your email address.
Account access after school data import
If you are a new student whose school recently imported data into Cialfo, you should receive a welcome/registration email at the email address your school registered for you. If you did not receive this email:
Check all inbox folders (Spam, Promotions, Updates).
Confirm with your counselor which email address was registered for your account.
Ask your counselor to use the Resend Registration Email option (described above).