# Problem index by symptom

> Start from what is happening, not from the name of the module — the full list of diagnoses, most common first.

## How to use this page

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.


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https://edupay.estudiosite.com/en/ajuda/troubleshooting/problem-index
2026-08-05