All Juniper JoinUp products (includes Sonar Tracker, MIS, Websites, Awards & Activities, Portal and Comms Hub).

Overview

This article outlines the most common causes of login problems encountered when trying to access Juniper Education products through the JoinUp platform, and how to resolve them.

Issues

Typical issues include:

1. 403 error messages.
2. Login loops (repeatedly returning to the login screen).
3. Account lockouts.

Troubleshooting instructions

Follow these steps:

• Step 1 - Make sure you are using the correct login URL

  Using the wrong URL can prevent authentication and will result in errors such as 403 (access denied) or login loops. Make sure you:

  1. Always access the product using the official login link provided by your school or Juniper Education (for example, in the case of Sonar Tracker, you must use https://sonar.junipereducation.org).
  2. Avoid using bookmarked pages that may be outdated.
  3. Do not rely on search engine results to access Juniper Education products. These can sometimes point to the wrong environment (for example, multi-school or admin portals)
• Older data stored in your web browser (for example, Google Chrome or Microsoft Edge) can interfere with login sessions and cause 403 (access denied) errors. Make sure you:
  1. Clear your browser cache and cookies. For further information, see Portal: How do I clear the cache / cookies on my Internet browser?
  2. Close and reopen your browser.
  3. Try logging in again.
• If you cannot log in, and think your password is incorrect, select Forgot your password? on the login page. Only reset your password if:
  1. You have forgotten your password.
  2. Your login previously worked but now fails.
• If your user account isn't registered correctly it can can cause either an account locked error message, or for your 2 Factor Authentication (2FA) emails to be sent to the wrong email address (despite the correct address being shown in the system. 
  1. Speak to your school's administrator - they should be able to fix the problem for you.
  2. If you are an administrator, troubleshooting this problem for one of your users, in Portal change the access level associated with the user's ID for the specific product where the user can't login, and then change it back again to the original level. For further information, see Portal: How do I fix a login issue - account locked / 2FA email going to wrong address?

Outcome

After following the appropriate instructions from above, you should be able to log in. If this is not the case, raise a ticket. 

Related information

• Portal: How do I clear the cache / cookies on my Internet browser?
• Portal: How do I fix a login issue - account locked / 2FA email going to wrong address?

Updated 20 March 2026 16:23