{"id":1230,"date":"2022-04-25T07:33:23","date_gmt":"2022-04-25T11:33:23","guid":{"rendered":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/?post_type=ht_kb&#038;p=1230"},"modified":"2026-10-21T17:47:16","modified_gmt":"2026-10-21T21:47:16","slug":"troubleshooting","status":"publish","type":"ht_kb","link":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/knowledge-base\/troubleshooting\/","title":{"rendered":"Troubleshooting"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Forgot User Name or Password<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">On <a href=\"https:\/\/studentclearinghouse.org\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>studentclearinghouse.org<\/strong><\/a>, click &#8220;<strong>User Login<\/strong>&#8221; in the top-right utility menu, then click the &#8220;<b>Forgot password?<\/b>&#8221; link under the login button. You will be directed to our login assistance page, where you can request to securely receive your username and password information.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"\/vsrequestors\/wp-content\/uploads\/LoginPage.jpg\" alt=\"\" style=\"aspect-ratio:1.602543720190779;width:1008px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Follow the instructions on the screen. After you can enter your email address OR user name, you will be asked to answer three security challenge questions before entering a new password. Finally, you will be prompted to log in with your username and new password.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Web Browser Support<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A list of the browsers that the Clearinghouse supports is available on our&nbsp;<a href=\"https:\/\/help.studentclearinghouse.org\/system-requirements\/\" target=\"_blank\" rel=\"noopener noreferrer\">System Requirements<\/a> 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 <a href=\"http:\/\/get.adobe.com\/reader\/otherversions\/\" target=\"_blank\" rel=\"noopener noreferrer\">Adobe Web site<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Troubleshooting Internet Explorer (IE) Browser Compatibility<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">If you experience difficulties using and\/or viewing our service on an Internet Explorer (IE) browser, please check the following to ensure your IE browser\u2019s compatibility:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Set your browser\u2019s security level to medium or medium-low. Select <strong>Tools<\/strong>, then <strong>Internet Options,<\/strong> and click the <strong>Security<\/strong> tab to change the security level.<\/li>\n\n\n\n<li>Disable the XMLHTTP support setting. Select <strong>Tools<\/strong>, then <strong>Internet Options,<\/strong> and click the <strong>Advanced<\/strong> tab. Under the \u201cSecurity\u201d section, check the \u201cEnable native XMLHTTP support\u201d box, then close and reopen your browser.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If you continue to experience compatibility issues with your IE browser, you should consider using one of the other browsers that the Clearinghouse supports (see our <a href=\"https:\/\/help.studentclearinghouse.org\/system-requirements\/\" target=\"_blank\" rel=\"noopener\">System Requirements<\/a>).<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Enable Pop-up Windows<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">You must be a National Student Clearinghouse account holder in order to access the reports feature in Verification Services and also enable pop-up windows in your browser.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Internet Explorer<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1. When you click on a link that will open a pop-up window, you&#8217;ll see the following pop-up notification message.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"\/vsrequestors\/wp-content\/uploads\/image32-1.gif\" alt=\"\" style=\"aspect-ratio:13.928571428571429;width:585px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. Click <b>Allow Once <\/b>to enable the pop-up window. If you want Internet Explorer to remember to enable pop-ups for this site, click <b>Options for this site<\/b>, and then <b>Always Allow<\/b>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Mozilla Firefox<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1. You&#8217;ll see a similar pop-up notification in Firefox, notifying you that the browser has blocked a pop-up window.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"\/vsrequestors\/wp-content\/uploads\/Firefox_popup_msg-1.jpeg\" alt=\"\" style=\"aspect-ratio:16.941176470588236;width:576px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. Click <b>Options <\/b>in the information bar, and choose &#8220;<strong>Allow pop-ups<\/strong>.&#8221;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Google Chrome<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1. If pop-ups have been blocked, you&#8217;ll see the <img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1312\" src=\"\/vsrequestors\/wp-content\/uploads\/image34.gif\" alt=\"\" width=\"24\" height=\"22\"> icon in the address bar. Click the icon to see a list of the blocked pop-ups.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. Click the link for the pop-up window that you&#8217;d like to see.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. To always see pop-ups for the site, select &#8220;<strong>Always show pop-ups from [site]<\/strong>.&#8221; The site will be added to the exceptions list, which you can manage in the Content Settings dialog.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Safari<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1. To allow pop-up windows in Safari, select the <b>Safari<\/b> tab from the main toolbar.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"\/vsrequestors\/wp-content\/uploads\/image35.png\" alt=\"\" style=\"aspect-ratio:4.25;width:510px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. If the <b>&#8220;Block Pop-Up Windows&#8221;<\/b> 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.)<\/p>\n\n\n\n<p class=\"wp-block-hb-message is-style-note wp-block-paragraph\"><strong class=\"message-label\">Note:<\/strong> The remaining troubleshooting tips below apply to postsecondary and professional certification verifications. For high school diplomas, see <a href=\"https:\/\/help.studentclearinghouse.org\/verifications\/knowledge-base\/high-school-diploma-verifications\/\">High School Diploma Verifications<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Didn&#8217;t Get Instant Verification<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Most Verification Services requests are confirmed instantly. When a degree or enrollment isn&#8217;t verified, it&#8217;s due to one of the following reasons:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Record requested may predate the school&#8217;s electronic records<\/li>\n\n\n\n<li>Incorrect information was entered when the request was submitted<\/li>\n\n\n\n<li>Student has a privacy block on the record<\/li>\n\n\n\n<li>School has placed a hold on the record<\/li>\n\n\n\n<li>School did not send us the record<\/li>\n\n\n\n<li>Student did not attend and\/or graduate from the school<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Status Types<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Confirmed: <\/strong><br>\nThe verification request was confirmed. You can see the details and print out the verification certificate on the Verification Results page.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><b>Confirmed-Not Currently Enrolled: <\/b><br>\nThe verification request was confirmed, but the student is not currently enrolled at that school.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><b>Confirmed-Consent Received:<\/b><br>\nThe verification request was confirmed after a signed consent form was received from the student, allowing access to the account information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><b>Confirmed Degree-After Research:<\/b><br>\nThe verification request was confirmed after the school researched the record of the individual being confirmed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><b>Confirmed Dates of Attendance-After Research:<\/b><br>\nThe verification request was confirmed after the school researched the record of the individual being confirmed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><b>Unable to respond using the information you provided:<\/b><br>\nThe 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Pending-School Research:<\/strong><br>\nYour 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Pending-Consent Required: <\/strong><br>\nYou must provide written consent before the verification can be processed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Pending Verification Requests<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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&#8217;s degree was awarded predates the school&#8217;s electronic files.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Also see topic, <a href=\"#instant\">Didn&#8217;t Get Instant Verification<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Account Creation Issues for Self-Verifications<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To protect your information, we use third-party identification verification and management software to verify your identity prior to releasing school records. If we were unable to verify your identity, we suggest the following options to gain access to your enrollment or degree records:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Check your school\u2019s website, student portal, or contact the registrar\u2019s office to find other enrollment verification options.<\/li>\n\n\n\n<li>In some instances, a transcript may be an allowable substitute for a degree and\/or enrollment verification. Check your school\u2019s website for information about requesting a transcript.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Discrepancies<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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&#8217;t verified, it&#8217;s due to one of the following reasons:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Record requested may predate the school&#8217;s electronic records<\/li>\n\n\n\n<li>Incorrect information was entered when the request was submitted<\/li>\n\n\n\n<li>Student has a privacy block on the record<\/li>\n\n\n\n<li>School has placed a hold on the record<\/li>\n\n\n\n<li>School did not send us the record<\/li>\n\n\n\n<li>Student did not attend and\/or graduate from the school<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If you believe there is a discrepancy in the information confirmed by the school, you or the subject should <a href=\"https:\/\/www.studentclearinghouse.org\/contact\/contact-commercial-dispute\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>submit any information and\/or documentation supporting your claim, along with the transaction ID<\/strong><\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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&#8217;s findings.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Refunds<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Refunds are reviewed on a case-by-case basis. <a href=\"https:\/\/www.studentclearinghouse.org\/contact\/contact-commercial\/\" target=\"_blank\" rel=\"noopener\"><strong>To request a refund, contact us.<\/strong><\/a> Please include your Verification Services transaction ID (located on your credit card receipt email).<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-border-color has-alpha-channel-opacity has-border-background-color has-background is-style-wide\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Service Status Updates<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Verification Services users can easily and quickly find out the current status of our system and get updates on service disruptions and slowdowns. <a style=\"color: #267ceb; text-decoration: none;\" href=\"https:\/\/help.studentclearinghouse.org\/vsrequestors\/knowledge-base\/status-updates\/\" rel=\"noopener noreferrer\">Find out more about service status updates.<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Forgot User Name or Password On studentclearinghouse.org, click &#8220;User Login&#8221; in the top-right utility menu, then click the &#8220;Forgot password?&#8221; link under the login button. You will be directed to our login assistance page, where you can request to securely receive your username and password information. Follow the instructions on&#8230;<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_forum_subforum_count":0,"footnotes":""},"ht-kb-category":[21],"ht-kb-tag":[31],"class_list":["post-1230","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-resources","ht_kb_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/ht-kb\/1230","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/comments?post=1230"}],"version-history":[{"count":25,"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/ht-kb\/1230\/revisions"}],"predecessor-version":[{"id":2113,"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/ht-kb\/1230\/revisions\/2113"}],"wp:attachment":[{"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/media?parent=1230"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/ht-kb-category?post=1230"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.studentclearinghouse.org\/vsrequestors\/wp-json\/wp\/v2\/ht-kb-tag?post=1230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}