The following questions are common questions students ask Administrators upon accessing your AwardSpring site for the first time.
I forgot my password. Can you reset it for me?
All users are responsible for their own passwords in the system. If an applicant (or reviewer, admin, or donor) has forgotten their password, they can click the 'Forgot password' button on the logged-out view of your AwardSpring website. They will be asked to enter their email address and then will receive an email that will help them reset their credentials. You can also send this email on their behalf by clicking the Users tab in the admin portal. Search for the user, open the user’s account, and click the 'Reset password' button. Regardless of how the password reset is requested, the user will receive an email with a link they can use to reset their password.
Note: If you have single sign-on integration (SSO) configured for your AwardSpring site, students will need to contact your IT team to reset their password, as these credentials are managed by your institution.
Why am I getting a message that says “This email address does not exist.”?
If an applicant tries to enter their email on the 'Forgot password' page and gets this error message, it means that they have not yet created an account. You should direct the applicant to create an account by clicking the 'Register' button on your main AwardSpring Log In page. If the student is sure that they have created an account, they might have mistyped their email address. You can confirm this by searching for the student’s account under the Users tab and double checking their email address. If their email address is incorrect, you can update it for them.
Note: If you have student information system (SIS) integration configured for your site, the student's account is created during the import process. If an account was not created for the student, you will need to contact your IT team for clarification on why the student wasn't included in the student data file.
Why can’t I submit my application?
Applicants need to have completed all questions in each section of the application in order to submit it. Students can see their progress in each section in the left hand side of their application, where a status is displayed (Not Started, In Progress, Completed). You can also check the status of the application by pulling up their account under the Users tab and looking at the Application tab, or by clicking on the Impersonate User button on their account page. Once they have completed each section they will be able to submit their application.
I am qualified for the ABC Scholarship, why isn’t it showing up in my “Applied Scholarship” list?
If an applicant has an eligibility question, you can check it by opening up their account under the Users tab and then looking at the Scholarships tab. After an applicant has submitted their application, this page will show their eligibility status on each scholarship. If they are in a “Not Qualified” state, it means that something about the way they have filled out their application does not line up with the qualification logic for the scholarship. As the expert of your scholarships, you can probably tell why by looking at the application, but if you are unsure, click on ‘Expand’ on the left side of the scholarship header bar. The scholarship qualifications will be displayed by qualification group. Each qualification group will include the specific qualification and the student's matching status (i.e. either 'match' or 'no match'). This will help you to quickly identify which qualification(s) the applicant does not meet.
I need to re-send my recommendation request or send it to someone different. How can I do that?
Applicants can re-send a recommendation request (i.e. external request) to the same recipient simply by locating the request (either on their general application or as part of their application for a specific scholarship) and clicking the "Resend Request" button.
Applicants can also send the recommendation request to a different recipient by clicking the "Send New Request" button. The original request link will become invalid once the new request is sent.
I am getting an error message, what should I do?
When an applicant (or reviewer) gets an error message or is having another technical issue, please contact our technical support team to troubleshoot. Feel free to either give the applicant our contact information or forward an email along on their behalf if you would like to be included in the conversations that follow. Our support contact information is below:
- Email support@awardspring.com | Phone 888.258.5628, option 2
- Support Hours | Monday-Friday: 8am-7pm (all times Central)