1. Website address
1. Website address
Check the webpage link and ensure it is the right address. If you're unsure, reach out to us through Chat with Cialfo with
(i) the name of your school and
(ii) the campus (if applicable)
2. Correct email address
2. Correct email address
Ensure the email address you are logging in with is the one you were registered with — typically your school email address.
3. Clearing cache and cookies
3. Clearing cache and cookies
To clear your browser cache and cookies in Chrome:
Click the three vertical dots in the top right corner of the browser.
Hover over "More Tools" and select "Clear browsing data".
Choose the time range and ensure "Cookies and other site data" and "Cached images and files" are checked.
Click "Clear data" to confirm.
If still unable to log in, reach out via Chat with Cialfo with: (i) First and Last Name, (ii) Email, (iii) Name of School (and campus, if applicable), (iv) Name of your counselor.
4. "Not Authorised" error page
4. "Not Authorised" error page
If you see a "Not Authorised" or "You are not authorised to view this page" error after logging in, this typically means one of the following:
Your account role does not have access to the page you are trying to visit.
Your account has been deactivated. Contact your school counselor or admin to check your account status.
You are using a shared or promotional link that has expired. Go directly to your school's unique Cialfo URL.
Guardian/parent portal access issue. The school counselor or admin will need to resend the guardian invitation.
If none of the above applies, contact Chat with Cialfo with a screenshot of the error, your email address, and your school name.
5. Verification code not received on school email (cmail)
5. Verification code not received on school email (cmail)
If Cialfo is sending a verification or login code to your school email but you are not receiving it:
Check your Spam, Promotions, and Updates folders.
If your school uses Google Workspace, add [email protected] to your contacts.
If your school uses Outlook, ask your IT team to whitelist emails from @cialfo.com and @cialfo.com.sg.
If you are still not receiving the code, contact Chat with Cialfo.
6. Cialfo session interrupted or frozen when Zoom is open
6. Cialfo session interrupted or frozen when Zoom is open
Some users have reported that Cialfo's platform becomes unresponsive or throws an authentication error when Zoom is running simultaneously.
Fix:
Close Zoom completely (including from the system tray / task bar, not just minimise).
Clear your browser cache and cookies (see Step 3 above).
Log in to Cialfo again. If you need Zoom open simultaneously, try using Cialfo in a different browser.
If the issue persists, contact Chat with Cialfo with a screenshot of any error messages.
7. UK Direct Apply application form appears blank after opening
7. UK Direct Apply application form appears blank after opening
If a student opens their UK Direct Apply application in Cialfo and the form loads blank, this is typically caused by a browser compatibility issue, incomplete account setup, cached session conflict, or an application not yet initialised. Try a different browser, clear cache, and ensure the student's profile is complete. If still blank, contact Chat with Cialfo.
8. Correct School Affiliation Display for Students in the School Dashboard
8. Correct School Affiliation Display for Students in the School Dashboard
If a student appeared in a school's counselor dashboard even though they were not formally affiliated with that school, this created incorrect student-school associations. Student school affiliation data should be correctly reflected in the system, ensuring that students only appear in the appropriate school dashboard based on their actual school association. If not, reach out to support.
9. OTP Verification Failing for Users
9. OTP Verification Failing for Users
Some users previously experienced an issue during the one-time password (OTP) verification step where the code was sent successfully, but the validation step returned an error. The OTP generation and validation flow has now been fixed.
10. Counsellors Unable to Access Multiple Tenants: "Email Already Being Used" Error
10. Counsellors Unable to Access Multiple Tenants: "Email Already Being Used" Error
Counsellors who needed access to multiple school tenants were previously encountering a blocking error stating that their email was already being used. The multi-tenant account linking logic has now been corrected.
11. Blank Login Detail Emails from University Partners
11. Blank Login Detail Emails from University Partners
Some users previously received blank login detail emails from university partners, including the University of St Andrews, where the email body appeared empty despite the email being delivered successfully.
This issue was caused by an email rendering problem affecting certain university email templates and has now been resolved.
Troubleshooting Steps
If a student reports receiving a blank email from a university partner:
Ask the student to check all email folders, including:
Spam, Promotions and Junk
Try opening the email:
In a different email client
On another browser or device
If the email still appears blank, contact Cialfo Support via Chat with Cialfo and provide:
Student name
Student email address
University name
Email subject line
12. Password Reset Link for Unactivated Accounts
12. Password Reset Link for Unactivated Accounts
Counselors can now resend password reset or account activation links to students whose Cialfo accounts have not yet been activated.
If a student has registered but is unable to access their account because activation was not completed, counselors can resend the activation/reset link to help the student complete account setup and access the platform.
If the resend option is not visible
Please try the following:
Refresh the page and check again
Ensure the student account has been created successfully
Ask the student to check Spam or Promotions folders for previous activation emails
If the resend option still does not appear, contact Cialfo Support via Chat with Cialfo and provide: Student name, Student email address and School name
13. What to do if you encounter a white screen issue after login
13. What to do if you encounter a white screen issue after login
In some cases, students may encounter a blank white screen immediately after logging in to Cialfo, preventing them from accessing platform features. This can occur due to browser caching issues, session initialization errors, or temporary rendering problems.
How to Troubleshoot?
If a student reports seeing a blank white screen after logging in
Ask the student to perform a hard refresh of the browser.
Try accessing Cialfo in a different browser, incognito mode and on another device.
Clear the browser cache and cookies, then attempt to log in again.
Ensure the browser is updated to the latest version.
Log out and log back in to establish a new session.
14. Password Reset Link Now Available for Unregistered Accounts
14. Password Reset Link Now Available for Unregistered Accounts
Counselors cannot send a password reset link to students who have not yet registered on the platform. The counselors are required to reach out to Chat with Cialfo to raise this request with the backend team.
Student Receiving a General Error When Logging In: Some students experienced a generic platform error immediately after logging in. This has been resolved. If a student still experiences a login error, clear the browser cache and cookies, try a different browser, and contact Chat with Cialfo if it persists.
Need More help?
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 or email us at [email protected].
Our Client Support team is available via Live Chat 24 hours a day, Monday through Friday, so you can get help anytime during the work week through Chat with Cialfo.