This guide covers everything you need to manage your university Explore team- adding members, assigning roles, changing roles, deactivating members, and what to do when the original admin leaves the institution.
Here's a step by step guide along with a video of the process:
How to add a team member
After setting up your Explore account, add your fellow team members:
Navigate to the Team page and click "+ Add a team member".
2. A sidebar will appear where you can enter the required details of the team member you want to add and assign one of the three roles available on Cialfo.
Admin: All actions
Member: All actions except for updating College details
Admission Officer: Only able to view Direct Apply and Higher Ed insights
3. Once all mandatory fields are filled in, click "Send Registration". A welcome email will be sent to the team member. If they do not receive it, ask them to check their Spam folder.
How to change a team member's role
Go to the Teams page.
Find the team member whose role you want to change.
3. Click on their name to open the sidebar and click on "Edit" button.
4. Scroll down to "Role" section and choose the new role.
5. Click Save Changes to confirm the role change.
Note: Only Admins can change team member roles. If you do not see the option to edit a member's role, confirm that your account has Admin-level access.
How to Deactivate a Team member?
Go to the Team page and select the member you want to deactivate.
From the dropdown menu, choose Deactivate, then click Apply to confirm.
To find deactivated members: on the Team page, click "Add Filters" and select account status as Inactive. All deactivated members will appear in this filtered view.
You can find all the deactivate members here:
How to reactivate a deactivated team member
Filter the Team page by status: Inactive.
Find the team member and select Reactivate from their options menu.
3. The member will receive an email to access their account again. Ask them to check Spam if they do not receive it.
What to do when the original Admin leaves the institution?
If the team member with Admin access leaves your institution and no longer has access to the account, here is how to restore access:
If there is another Admin on the team: The remaining Admin can deactivate the departing member's account (Team > select member > Deactivate) and optionally assign the Admin role to a new team member.
If there is no other Admin and you are locked out: Contact Cialfo support via Chat with Cialfo or email support@cialfo.com. Provide your institution name, the email address of the departing admin, and the email address of the new admin. The support team will transfer admin access to the new person after verifying the request.
Best practice: Always maintain at least two Admin-level team members on your Explore account to avoid being locked out if one person leaves.
Transferring account ownership
Explore does not have a formal "ownership transfer" function- instead, admin access is managed through role assignment. To transfer effective ownership:
Promote the new owner to Admin role (Team > select member > Change Role > Admin).
Deactivate the previous admin's account once the handover is complete.
Ensure the new Admin has updated the account contact details (institution name, primary contact email) if these were tied to the previous admin's personal information.
Troubleshooting Common Issues
An invited team member never received their welcome email?
An invited team member never received their welcome email?
If you have invited a colleague and they have not received their welcome email:
Ask them to check their spam and junk folders first.
Check your team list, including the Inactive and Deactivated views.
If the invited person does not appear in any of those lists, and trying to invite them again is blocked, their account exists but you cannot find it yourself. Contact support with the exact email address used and we will activate the account and resend the welcome email.
What if our University doesn't have an Admin yet?
What if our University doesn't have an Admin yet?
If your university is new to Explore, or the person who originally registered has an account created as a Member rather than an Admin, there may not be an Admin account set up yet. This means no one at your institution can log in and invite or manage the rest of the team.
If this happens, contact Cialfo support via Chat with Cialfo or email support@cialfo.com.sg with your University name and the email address that should be assigned as the first Admin.
The Support team will verify the request and activate the Admin account for your university. Once activated, the Admin can log in and add the rest of the team.
Need More help?
Our Client Support team is available via Live Chat 24 hours a day, Monday through Friday, so you can get help anytime during the work week through Chat with Cialfo.
If you're unable to find a solution in our help articles or need further assistance, you can contact the Cialfo Support team via Live Chat or email us at support@cialfo.co.