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Counselors: Unreceived Application Documents? Here's How to Handle

This article applies to documents sent directly through Scoir, not those sent via the Common App Integration.

For back-to-school, we shared application season reminders surrounding what you and your students can do to help colleges more easily match the documents you send with the applications your students submit. 

Since this is a critical time for your students' futures, we want to equip you with as much understanding of the document-sending process as possible. Here are some best practices:

Troubleshooting Unreceived Documents

If you receive an alert from a college that they haven't received an application document for one of your students, don't panic! 

Colleges are often flooded with documents, and their teams need adequate time to process the influx. Please allow Admission Operations Teams at least 14 business days to process your student's documents.

We track every document sent through Scoir. In almost all instances, the required documents were in fact received by the application processing department, but the college's applicant portal either hasn't updated to reflect receipt, or there's a possible mismatch between the personal information students used on their applications and what's listed in Scoir (think: first name and last name, email, DOB, etc.).

Additionally, if documents were submitted prior to the student's application, they may have been set aside by the college.

We know how difficult it can be to avoid this, as students often have their own planned timelines for applying. But, if colleges do not yet have an application to which they can "match" the documents, it can result in the institution marking your student's documents as "missing" until they are matched with their submitted application.

To help mitigate the chances of mismatched emails, you and your students were prompted this year to use the same email address in their college tile that was used on the application.  

Please remember, documents are never lost when sent with Scoir. If you see a "Last Sent” date, then the document has arrived at the college and is awaiting their processing, and there is no need to resend the document.

So...What Should I Do About It?

  1. Verify that the correct document was sent through Scoir and that there's a date in the Last Delivered column
  2. Verify the student's application submission date is prior to the date in the Last Delivered column
  3. Verify the email showing on the college tile in Scoir matches the email the student used to apply
  4. Check whether it's been 14 days since the delivery date
  5. Confirm if the student received an email from the college indicating exactly which documents were missing, or have the student provide a screenshot of their portal

If all five of these things are true, let us help! Fill out this form and share the following information with us, and we’ll be happy to coordinate with the college:

  • Al the details you received from the college, including the rep's contact information
  • A copy of the email the student received or a screenshot of the college portal

Additionally, please be sure to allow at least 14 business days for colleges to process your student's documents before reaching out.

We don't anticipate many reports of unreceived documents because of the investments we've made to streamline the process, but if it happens, we want you to know exactly what to do. Our goal is to bring as much transparency to college admissions as possible so more students succeed. We hope this helps!

How did we do?

For Counselors: Track application materials

For Counselors: How documents are processed by colleges and universities

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