I cannot sign in or find my invitation

Check which access you are using

Portal users and report readers use email/passkey sign-in. Mobile operatives, supervisors and building managers use phone sign-in. Staff reporters use the confirmed school-email option. Contractors return through the job link.

If you are an administrator and supervisor, each access must have been set up. An email sign-in cannot replace a missing phone enrolment.

An email has not arrived

• Check the invited address for spelling and use the same address that was enrolled or confirmed.
• Look in spam, junk and your organisation's quarantine.
• Use the newest link. A normal sign-in link works once and lasts 15 minutes.
• For portal access, ask an administrator to check that your invitation is active. For reporter access, check that you joined and confirmed your school email.

For privacy, a sign-in page may give the same response whether an address is recognised or not. Seeing Check your email does not by itself prove the address has access. If a rate-limit message appears, wait for the time stated before retrying.

A text has not arrived

Check the enrolled mobile number and country code, mobile reception and whether SiteClara texts are off. Off stops enrolment and sign-in links too. If you are still signed in, turn texts on using the switch at the bottom of your queue.

If you are signed out with texts off, use the supported resume route described on the text messages page, or contact support if you cannot resume. Reply handling varies by country, so do not assume a local STOP or START reply always reaches SiteClara.

The link works but the tag asks me to sign in again

Open invitations and tag links in the same normal browser, Safari or Chrome. A messaging app's internal browser can hold a different session. Private browsing, clearing cookies or changing phones can also lose the sign-in.

For a single-use invitation already consumed in a different browser, ask the administrator or sender for a replacement. Never forward your sign-in link to somebody else.

A passkey is unavailable

Try Use a passkey on another device if your key is saved elsewhere, or request an emailed portal sign-in link. Once signed in, check Settings → Passkeys. A device's fingerprint or face unlock is a way to use the passkey, not proof your mobile number has been enrolled.

Still blocked?

Ask your organisation's administrator to verify the exact role and building, or email support with your organisation, browser, the time and the visible error. Do not send a passkey, one-time link, contractor link or full card details.