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
Ensure the email address you are logging in with is the one you were registered with — typically your school email address (e.g., [email protected]).
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
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)
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
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
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 with the student's name, email, school name, and the specific university and programme.
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 and caused unexpected student data visibility for counselors and 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.
This will help maintain accurate student records and ensures counselors only have visibility into students affiliated with their school.
If not reach out to support.
Common Issue and Troubleshooting
Login and Account Access Fixes
OTP Verification Failing for Users
If a user is unable to complete OTP verification even after receiving the code, what should they do?
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. This prevented them from completing login or identity verification.
The OTP generation and validation flow has now been fixed, and users should be able to complete verification successfully.
If you are still experiencing this issue:
Request a new OTP code.
Make sure you enter the code within the validity window.
If the verification still fails, contact Cialfo through Chat.
Counsellors Unable to Access Multiple Tenants: "Email Already Being Used" Error
Counsellors who needed access to multiple school tenants, such as different campuses within the same school group were previously encountering a blocking error stating that their email was already being used by another account.
This prevented them from being successfully linked to additional tenants, even when the setup was intentional.
The multi-tenant account linking logic has now been corrected. Counsellors can now be assigned to multiple school tenants using the same email address without encountering this error.
If you are still experiencing this issue, contact Cialfo through Chat and share the following:
Your email address.
The list of schools you need access to.
Inform Whether “+1” or “+2” or any other email variants should be used during setup.
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.