Troubleshoot log in problems with Portal

JoinUp products accessed using Portal (including Sisra Analytics and Juniper Websites).

Overview

There are a few common reasons that may stop you from accessing Portal, the good news is that you can fix most of these in a couple of minutes. 

Solution

Work through the steps below, if after checking your Junk or Spam folder for emails.

Select the tab below that matches your product then follow the instructions in order until you can sign in:

  • Work through the sections below in order until you can sign in to Sisra Analytics through Portal:

    • This is currently the most common reason verification codes and password reset emails fail to arrive.

      If you're not receiving any emails from us including password reset emails or verification codes, it's possible that they're being blocked by your school's email filtering settings.

      Ask your IT team or email administrator to add noreply@junipereducation.org to your safe senders or allow list.

      After you confirm our email isn't being filtered, move to Step 2.

    • Portal uses email addresses rather than Sisra Analytics usernames to sign in.

      Use the email address associated with your Sisra Analytics account, together with your password, to access Portal.

      Portal supports two-step verification and allows Multi-Academy Trust staff to access multiple schools using a single email address, rather than managing separate usernames for each organisation.

      If your email address or password isn't being accepted, move to Step 3.

    • Don't keep trying the same password, use the password reset option on the Login page instead:

      1. Select Forgot your password?:

      2. Enter the Email address for your account, and select Submit:

      3. Check your inbox for a reset password email, 

        Ensure you check your junk or spam folder.

      If the reset password email arrives, your email address is recognised. Create a new password and sign in again. You now have access to your Juniper Education products.

      If the reset email doesn't arrive after a few minutes, move to Step 4.

    • If you've confirmed that our emails aren't being filtered and you're still not receiving password reset emails, the email address on your account might be out of date.

      1. Go to the Sisra Analytics Login page and select click here to check the email address we hold for you:

      2. When prompted:

        1. Enter your existing Analytics username.
        2. Enter your existing Analytics password.
        3. Select Check my email address.

      3. Check that the email address we hold is correct and send a test email to confirm you receive emails from Juniper Education:

      4. Updated the email associated with your account (If the email address isn't the one you currently use) by selecting Change my email address.

      5. When prompted to Change your email address, enter and confirm your new email address along with your original Sisra Analytics details, then select Send confirmation link:

      After completing these steps, you can sign in.

  • Work through the sections below in order until you can sign in to your product through Portal:

    • If you aren't receiving password reset emails or verification codes from us, your school's email filtering settings might be blocking them. 

      Ask your IT team or email administrator to add noreply@junipereducation.org to your safe senders or allow list.

      After you confirm our email isn't being filtered, move to Step 2.

    • If you are a Juniper Websites user, Portal uses the same email address and password that you used to use to access your Juniper Website.

      Portal supports two-step verification and allows Multi-Academy Trust staff to access multiple schools using a single email address, rather than managing separate emails for each organisation.

    • Don't keep trying the same password, use the password reset option on the Login page instead:

      1. Select Forgot your password?:

      2. Enter the Email address for your account, and select Submit:

      3. Check your inbox for a reset password email.

        Ensure you check your junk or spam folder.

      If the reset email arrives, this confirms your email address is recognised. Create a new password and sign in again. You now have access to your Juniper Education products. 

Alternatives

If you've worked through all the steps above and still can't sign in, contact Customer Support for further help.

Outcome

You can now sign in to the Juniper Portal.

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