Troubleshooting


> Forgot User Name or Password

On www.studentclearinghouse.org, click the “User Login” in the top-right green utility menu, then click the “Forgot your User ID or Password?” link under the login box. You will be directed to our login assistance page, where you will be able to securely receive your ID and password information.

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Follow the instructions on the screen. You can enter your email address OR your User ID. Then you have to answer three security challenge questions. Next, you will enter a new password. Then, you’ll be prompted to login with your user ID and new password.


> Web Browser Support

A list of the browsers that the Clearinghouse supports is available on our System Requirements page (beta versions of browsers are not supported). You will also find the version of Adobe Reader or Acrobat required to open PDF documents. The latest version of the free Adobe Reader can be downloaded from the Adobe Web site.

Troubleshooting IE Browser Compatibility

If you experience difficulties using and/or viewing our service on an Internet Explorer browser, please check the following to ensure your IE browser’s compatibility:

  • Set your browser’s security level to medium or medium-low. Select Tools, then Internet Options and click the Security tab to change the security level.
  • Disable the XMLHTTP support setting. Select Tools, then Internet Options and click the Advanced tab. Under the “Security” section, check the “Enable native XMLHTTP support” box, then close and reopen your browser.

If you continue to experience compatibility issues with your IE browser, you should consider using the Mozilla Firefox browser.


In order to access the reports feature in Verification Services (you must be a National Student Clearinghouse account holder), you will need to enable pop-up windows in your browser.

Internet Explorer

1. When you click on a link that will open a pop-up window, you’ll see the following pop-up notification message.

2. Click Allow Once to enable the pop-up window. If you want Internet Explorer to remember to enable pop-ups for this site, click Options for this site, and then Always Allow.

Mozilla Firefox

1. You’ll see a similar pop-up notification in Firefox, notifying you that the browser has blocked a pop-up window.

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2. Click Options in the information bar, and choose “Allow pop-ups.”

Google Chrome

1. If pop-ups have been blocked, you’ll see the image34.gif icon in the address bar. Click the icon to see a list of the blocked pop-ups.

2. Click the link for the pop-up window that you’d like to see.

3. To always see pop-ups for the site, select “Always show pop-ups from [site].” The site will be added to the exceptions list, which you can manage in the Content Settings dialog.

Safari

1. To allow pop-up windows in Safari, select the Safari tab from the main toolbar.

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2. If the “Block Pop-Up Windows” option is checked, select it to uncheck it and unblock all pop-up windows for your Web session. (To enable your pop-up blocker again, select the same option again.)


> Didn’t Get Instant Verification

Most Verification Services requests are confirmed instantly. When a degree or enrollment isn’t verified, it’s due to one of the following reasons:

  • Record requested may predate the school’s electronic records
  • Incorrect information was entered when the request was submitted
  • Student has a privacy block on the record
  • School has placed a hold on the record
  • School did not send us the record
  • Student did not attend and/or graduate from the school

Status Types

image11.gif  Confirmed:
Once it is confirmed, you’ll be able to see the details and print out the verification certificate on the Verification Results page.

Confirmed-Not Currently Enrolled:
The verification request was confirmed, but the student is not currently enrolled at that school.

Confirmed-Consent Received:
The verification request was confirmed after a signed consent form was received from the student, allowing access to the account information.

Confirmed Degree-After Research:
The verification request was confirmed after the school researched the record of the individual being confirmed.

Confirmed Dates of Attendance-After Research:
The verification request was confirmed after the school researched the record of the individual being confirmed.

image8.gif  Unable to confirm using the information you provided:
The requested record cannot be confirmed. In the case of a hold, the requestor will be asked to have the student directly contact the school. If you receive additional information on a student, you can resubmit your request.

image12.gif  Pending-School Research:
Your request will require additional research by the school, likely because it is an older record or there are multiple matches. You will receive an email with the final verification results when available.

Pending-Consent Required:
You must provide written consent before the verification can be processed.

Remember, the more identifying information that you can provide about the subject and his or her academic achievements, the faster the school can track down the applicable records.


> Pending Verification Requests

If Verification Services cannot find an immediate match for your request, it will display a message informing you that your request requires additional research. Typically, this is because the year the subject’s degree was awarded predates the school’s electronic files.

Your request will be marked as pending and submitted to the school for additional research. The results will be sent to the email address you provided when you submitted your request. Older records may require additional research time in order to retrieve archived information.

Also see topic, Didn’t Get Instant Verification.


 

> Discrepancies

Most Verification Services requests are confirmed instantly without issue. A discrepancy, which can be caused for several reasons including incorrect or incomplete information, does not necessarily mean the student did not attend or earn a degree from the school selected. When a college record isn’t verified, it’s due to one of the following reasons:

  • Record requested may predate the school’s electronic records
  • Incorrect information was entered when the request was submitted
  • Student has a privacy block on the record
  • School has placed a hold on the record
  • School did not send us the record
  • Student did not attend and/or graduate from the school

If you believe there is a discrepancy in the information confirmed by the school, you or the subject should submit any information and/or documentation supporting your claim, along with the transaction ID, to degreeverify@studentclearinghouse.org.

We will work directly with the source of the data, the school, to resolve any discrepancy in a timely manner. When notified that there is a discrepancy, a Clearinghouse representative will contact the school directly for clarification or further research, depending on the type of discrepancy. We will contact you with the school’s findings.

If all research options have been exhausted and a degree still cannot be verified, we will instruct you to have the student contact the school directly.


 

> Refunds

Refunds are reviewed on a case-by-case basis. To request a refund, email degreeverify@studentclearinghouse.org. Please include your Verification Services transaction ID (located on your credit card receipt email).

 

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