Find the phrase closest to what you are seeing. Each row leads to the diagnosis
for that symptom.
The student cannot sign in
What they say
Where the answer is
"My password does not work"
The student cannot sign in to the portal
"I never got an email"
How the student signs in to the portal for the first time
"I forgot my password"
The student forgot their portal password
"The page will not even open"
The student cannot sign in to the portal, step 1
The student cannot sign
What they say
Where the answer is
"There is nothing to sign"
The student cannot sign the contract
"Everything vanished, only the text is left"
The student cannot sign the contract, step 5
"The button is dim"
The student cannot sign the contract, step 4
"Where do I sign on paper?"
Physical signature: print, sign and send it back
Money
What is happening
Where the answer is
The student paid and the instalment is still open
The student paid, but the instalment is still open
The charge failed or the card was declined
The charge failed or the card was declined
The student paid and got no confirmation
The payment and arrears emails
An instalment went overdue on its own
The routine that marks instalments overdue
The system did something on its own
What happened
Where the answer is
An enrolment was cancelled overnight
What the system does on its own every day
A contract became "Expired"
The student cannot sign the contract
Students were marked overdue all at once
The routine that marks instalments overdue
An email went out and nobody sent it
Every email the system sends in your name
I, at the school, cannot work
What is happening
Where the answer is
I cannot sign in to the system
I cannot sign in to the system
The button I need is not there
I cannot sign in to the system, the roles section
I saved and the value reverted
The five Settings tabs
I did not find my case
Use the Help Centre search at the top of the page. It looks at the title, the
summary and the subheadings of every article — so it pays to try more than one
word: "expired contract" finds it, "vanished" may not.
If it is still not there, the article How to open a ticket that is solved on the
first reply shows what to include so there is no back and forth.
