This article details common issues for which applicants may seek an administrator's assistance. The resources included in this article may contain information that is useful for you, the administrator, or applicants, to assist with troubleshooting.
Applicant Can't Login
There may be times when an applicant is unable to log in to your Grant Lifecycle Manager (GLM)/Scholarship Lifecycle Manager (SLM) site. It is likely that they either need their two-factor authentication or password reset.
When an applicant is unable to log in due to password issues, please refer to Password Reset Options. The article provides two options that will likely allow the applicant to reset their password and log in as usual.
When an applicant is unable to log in due to two-factor authentication problems, they may either need their two-factor authentication reset on their profile, or they need to set it up again on their end.
Please refer to Reset Two-Factor Authentication for a User to assist them by resetting it on their profile, or Two-Factor Authentication Setup for instructions on how to use a two-factor authenticator app.
Applicant isn't Receiving Emails
When using the GLM/SLM system, applicants often expect to receive emails related to their request. If an applicant contacts you asking if they should have received an email and you've verified that they should have, they may need to update their safe sender list. Updating their safe sender list to include the system's domain keeps their network from blocking the emails from showing up in their inbox. Safe Sender List Email Instructions contains more detailed information and may also be shared with any applicants experiencing this problem.
Troubleshoot Process and Request Issues
When an applicant logs in and views their dashboard, they should be able to view applicable processes and any additional actions they need to take with their requests. There may be instances where an applicant is unable to view information as expected. If this issue occurs, Applicants Can't Access a Process and Applicant Can't Submit a Follow Up are helpful resources.
Additional Resources for Applicants
There may be instances where you are unable to walk an applicant through how a feature works. In that case you may be able to share a resource that helps them with the process.
The resources listed below are applicable to applicants and are meant to be shared with them.