If a student can’t log in or register for orientation, it’s usually related to their account status, community access, or timing of their data import. This guide walks you through how to quickly identify the issue and get them registered.
Confirm the student exists in CampusESP
Start by checking whether the student is in the platform.
Go to Users.
Search for the student using their institutional email address.
If you don’t see the student, move to the next section.
If you do see the student, skip ahead to Confirm community access.
Check your user import
If the student isn’t in CampusESP, they likely haven’t been imported yet.
Navigate to Users > User Imports.
Review the most recent import file.
Search the file for the student’s record.
Keep timing in mind
Students must be accepted for at least one full day before they are imported into CampusESP. Imports run nightly, so newly accepted students will appear the following day.
NOTE: If it has been less than one day since the student was accepted, you’ll need to wait until the next nightly import.
Confirm community access
If the student is in the platform, confirm they’re in the correct community.
Open the student’s profile.
Review the Communities section.
Make sure they’re added to the appropriate orientation or admitted student community.
If they’re not in the correct community, update their community access and ask them to log in again.
💡 Pro tip: Orientation registration is often tied to a specific community. If students don’t see the registration option, it’s usually a community access issue.
Verify login details
If the student exists and is in the correct community, confirm they are:
Logging in through your student portal URL (
http://[your-portal-url].studentesp.com/)Using their institutional SSO credentials
Students attempting to log in through the wrong URL or with personal email credentials may not be able to access registration.
When to contact your campus data team
If the student is not included in the import file, and it has been more than one day since acceptance, you’ll need to connect with your campus CRM or SIS data manager. They can confirm:
Whether the student has officially matriculated in the system
Whether their data is flowing correctly into the CampusESP import file
Once their record is included in the next nightly import, they should be able to log in and register successfully.
If you’ve worked through these steps and the student is still unable to register, reach out to CampusESP Support at support@campusesp.com with the student’s institutional email address and a summary of what you’ve already checked. We’re happy to help!