# The student cannot sign in to the portal

> Five causes in order of frequency — and the one that accounts for half the cases is not the password.

## What you will get

The reason that student cannot get in, without asking for their password — which
you should never do.

## The message is always the same

![Sign-in screen with the invalid credentials notice](/Apps/edupay/ajuda/portal-credenciais-invalidas.png)
*The wording is **Invalid credentials. Please check your details and try again.** — identical for a wrong identifier and a wrong password. The screenshot is from the Portuguese portal; the layout is the same in English.*

**The screen does not say which of the two is wrong**, and that is deliberate:
saying "that email does not exist" would hand over the school's student list to
anyone willing to test addresses.

For you, it means the message is no help in diagnosing. The five checks below
are.

## 1. Are they at the right address?

**This accounts for half the cases.** Each school has its own portal address, and
students tend to save the wrong link — or type it from memory.

The correct address is under **Settings › Student Portal**, assembled below the
first field. Copy it from there and send it again.

## 2. Do they have an access account?

Open the student's record and look at their portal access. **With none**, no
password will work.

A student with no email on file never receives access — the silent origin of this
case.

## 3. Are they using the right field?

The school picks **one** identifier: email **or** ID number. A student trying to
use their email at a school configured for ID gets exactly the same wrong-password
message.

The field's label on the sign-in screen says which it is. Ask them to read out
what it says.

> **Punctuation does not matter.** The ID goes in with or without dots and dashes,
> and the email with capitals — the system normalises both before checking.

## 4. Is the password actually wrong?

Do not ask for the password. Ask them to use **Forgot my password**, on the
sign-in screen itself. It solves the problem in a minute and is safer than
anything you could do for them.

The article alongside covers that route and the 60-minute link.

## 5. Have they tried many times in a row?

The sign-in screen accepts **6 attempts per minute**. Past that it stops
responding for a while, even with the right password.

If the student had been trying repeatedly, ask for a minute's pause before the
next attempt.

## What is not a cause

**A student marked Inactive signs in normally.** The record's status does not
block the portal today. If you expected it to, that is not the reason for the
problem — and the behaviour is logged for correction.

## If none of the five explains it

> [erro]
> **They sign in and always land on the password screen.** That is expected on
> first access: the password change is mandatory and cannot be skipped.
>
> **They sign in but see no enrolments.** Did they sign in to the right account? A
> duplicate student has two accounts, and one of them is empty.
>
> **The screen will not even load.** Confirm the address with them character by
> character. A portal address that does not exist shows no school screen.


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https://edupay.estudiosite.com/en/ajuda/troubleshooting/student-cannot-log-in
2026-08-05