# The student did not receive the access email

> A diagnosis in four questions, from the most common cause to the rarest.

## What you will get

The reason the message never arrived, without resending blindly. The four
questions are in order: the first one solves most cases.

Start by opening the student record, under **Students › View**.

## 1. Does the student have a login account?

Look at **Portal access**.

![Student record showing Portal access as Sem acesso and a blank email](/Apps/edupay/ajuda/aluno-sem-acesso.png)
*When it says **Sem acesso** — no access — there is no point looking for the email: no account exists, and nothing was ever sent.*

That happens when the field your school uses as the login was empty at the moment
the record was saved. On this student, for instance, **E-mail** shows a dash.

**What to do:** talk to support. Filling the email in now and saving does not
create the account, and registering the person again produces a duplicate
student.

## 2. Does the student have an email on file?

If **Portal access** shows an ID but the **Email** field shows a dash, the
account exists and there was never anywhere to send the message.

**What to do:** fill in the email under **Edit**, and pass the portal address and
the login identifier along by phone or message.

## 3. Did they come from an import?

On a spreadsheet import, the notice only goes out when **Send portal access
email after import** is ticked — and it arrives unticked.

If you imported the class without ticking it, **nobody received anything**. The
accounts exist and work.

**What to do:** tell the class through the channel you already use, with the
portal address, and have each of them use **Forgot my password** to set one.

## 4. Is the email right but landing somewhere else?

Two causes at this point:

- **A typo.** Check it letter by letter on the record. One extra dot in the
  address makes the message vanish without any warning.
- **The spam folder.** It is where automated mail commonly lands the first time.
  Ask the student to search for **Your portal access**.

## The route that always works: Forgot my password

While the problem is unresolved, the student can sort themselves out from the
portal sign-in screen, through **Forgot my password**.

One detail makes all the difference: **they have to type the identifier exactly
as it appears in the Portal access field of the record** — email all lowercase,
CPF digits only, no dots or dashes. Written any other way, the screen answers
with the same reassuring message as always and no email goes out.

The link they receive is valid for **one hour**.

## How you know it worked

> [certo]
> The student gets into the portal and the system asks them to change their
> password. That forced-change screen is the sign that access is working.

## If something goes wrong

> [erro]
> **Every student stopped receiving, not just one.** Then it is not the records.
> Check whether your school's mail is landing in spam wholesale, and open a
> ticket.
>
> **The student says the link expired.** The reset link lasts one hour. Have them
> request another and use it straight away.
>
> **The student types everything right and the portal refuses.** Check under
> **Settings › Student Portal** which **Login identifier** your school uses. If it
> is **Document (CPF)**, the email will not get in — and the other way around.


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https://edupay.estudiosite.com/en/ajuda/day-to-day/the-student-did-not-get-the-email
2026-08-05