The Troubleshooting Guide includes instructions and resources to help address common questions that may arise when performing various functions within ScholarshipUniverse.  The information is broken down into three sections: Plan, Settings, and Reviewing and Awarding.   (Check back periodically for updates.)   


Problem/IssueAction and Source 
Updating the Application method from 'internal application' to 'internal application with continuous awarding' (prior to moving to Awarding status) 

1. Move the Cycle start date to a date in the future.  

2. Go to the scholarship and change the Application Method; you may also use the Scholarship Import file to make this update.  

3. Move the Cycle start date back to the original start date.  


A few things to note before you make any changes.  When the cycle start date is set in the future, students will be unable to complete the application.  Once you move it back to the original date, they will be able to apply.  You may want to take a screenshot or note the application that you want to use because you will have to select it from the drop-down list after changing the application type.

School wants to update an application for a scholarship in an “Open” status. 

After a scholarship is in an ‘Open’ status, changes to the application may cause the form to be "versioned". The system will note at the top that a version is being created. Cancelling prior to saving will discard the version. The implication of a version depends on the progress of the scholarships tied to the application as follows:  


Scholarship is in an Open status, NO student has submitted OR started the application: The latest version of the application will be used and updated automatically. Schools may want to change the status to ‘On Hold’ (Plan > Scholarships) while these changes are being made.  


Scholarship is in an Open status, at least one student DID start an application but has NOT submitted an application: Any new versions of the application can be used but must be updated on the scholarship (Plan > Scholarships). The cycle for the scholarship will need to be future dated so changes can be made, and once changes have been applied, the cycle can be moved back to the original date. Note: The new version of the application will have an identical name and the school will need to verify through testing that the correct version of the application has been selected. 


Source: Applications 

Scholarship in ‘completed’ status is not listed under Plan > Rollover 

It is likely that 1) the scholarship has already been rolled over, or 2) after the scholarship was moved to an ‘archived’ status from the rollover, it was moved back to a ‘completed’ status.  In this case, the scholarship will not populate in the list because it can only be rolled over once.   


One indication that the scholarship was rolled over is that when in Plan > Scholarship, the scholarship will have the ‘Back to Current Version’ button visible in the top right corner.   Another indicator is to view the History tab at the top of the screen on the Scholarship to see existing versions of that specific scholarship.

What are the different types of Application Methods? 

It’s important to understand the different types of application methods and how they flow through ScholarshipUniverse. For example, an Internal Application must have a completed cycle before applicants can be reviewed. Some scholarship cycles need to be opened all year and awarded periodically; this application method would not be ideal in this scenario. These articles will be crucial in helping to determine the best method to use. 



How to set cycles or extend cycles if additional applicants are needed. 

The application deadline can be extended for a scholarship using the Internal Application method prior to being moved to the Review or Awarding status.  This can be accomplished in one of two ways.    
To extend the deadline for multiple scholarships tied to the same cycle, do the following:   
1. Go to Plan > Cycles and click edit next to the cycle assigned to the scholarship.    
2. Change the ‘Scholarships Deadline’ to the new date.   
To extend the deadline for only one scholarship when the cycle is tied to multiple scholarships, do the following:    
1. Go to Plan > Scholarship and click the edit icon.  
2. Under the General Tab, click the ‘X’ next to the Cycle name.    
3. Click on ‘Add Cycle’ and select the start and end dates for the new cycle. Once created, select the cycle from the drop-down menu and save.    
Once a scholarship has advanced to the Reviewing or Awarding status, changing the cycle date will not allow additional applications to be submitted.    



I Need to change the renewable setting on my scholarship, but the toggle is greyed out. 

The “How can I change whether a scholarship is renewable?” article will be very helpful in this scenario as it indicates how to update this setting depending on what status your scholarship is in. 



I added an application, but it disappeared after saving it. At least one organization must be defined before an application can be created even if the application does not require an organization.  Go to Settings > Organizations to verify that an organization has been defined.
For document question types, what kind of documents are students able to upload? 

Selecting Document presents a drop-down menu to choose from the document type you would like the student to submit. Types of documents available to upload are Essay, Work Sample, Resume, Image, Video, Audio, Link, Recommendation Letter, Acceptance Letter, Application, Curriculum Vitae, Financial, Transcript, Employment Info, Biography, Budget, Membership(s), Personal Statement, Other. 

  • Please note: For video, audio, and hyperlinks, the student is only able to link through a secure link 

  • Please note: Images are limited to PNG, JPEG, and PDFs 


Is the Max Number of Awards field on a scholarship supposed to prevent awards from being given to more than this number of candidates?

No. It is only used to calculate the dollars added to the opportunity counter in the student site as students answer questions and get matched to scholarships. It's a ballpark number if the school doesn't have an actual limit or set number of awards every year for the fund. 


Tip: students don't know what scholarships they are matching to while the opportunity counter increases. When students view the actual scholarships, they will see the Display amount only. It is important to be reasonable with the number entered in this field. The higher the Total Budget of the scholarship and the lower the Max Awards Number is, the higher the student's opportunity will grow when they become a match while answering questions.
When editing questions in Questions Personalization, does the change apply to applications immediately?
  • Editing questions in SU Plan > Question Personalization will apply to scholarships already published (openly accepting applications) AND will apply retroactively to applications already submitted by students. 
  • This does NOT make an Application Version. 
  • If you make edits in Questions Personalization they will immediately apply.



Problem/Issue Action and Source 
Some or all scholarships are not visible for a staff member, why? 
  • Verify that the staff employee has been added to every Organization and/or Department for which they need access. 
  • Go to Settings > Organizations and click on the people icon next to the Organization to verify the employee is listed. 


Updated student information for the next award year is not populating even though I can see the correct SIS file in Platform ManagementTwo potential issues may be causing this problem.   
  • First, verify that the award year is properly formatted on the SIS file.  If incorrect, the school will need to correct the file and upload the new one.   

Another issue that could cause this is if the Award Year listed in SU is not current and active.    

  • Go to Settings > Award Years and verify that the Award Year is listed and that the start date is active and current.  If not, the school will need to edit the award year, so it is active and current. 
  • Go to PlatformManagement > Integration > File Imports and click the re-run icon This will allow the SIS Data file to re-run now that the correct award year is active.

Source: Award Years 

Why are the matching questions being answered with data from the wrong year? It is important to know that the SIS Data is being used in a few different ways when it is loaded in SU.  
  1. Student Profile based on award year and category. 
  2. Student Matching 
  3. Review and Awarding 

When loading SIS Data for an award year on a student's profile you want to make sure the appropriate award year is active in SU. For matching purposes, the SIS Data is going to read the most current/active award year dates in the Award Year tile. If the award year needed for matching is not active (dates are in the past or future), the data will not be used for matching purposes. 



We have added some new majors this year. What is the best way to add these to SU? It is important to keep your institution’s list of Major & Programs as up to date as possible, so students are matched correctly to scholarship opportunities. There are two ways you can update your list.  
  • If you are simply adding one or two majors, you can select “Add+” and provide the required information.  
  • If editing your list to add/remove. It is recommended that you export your current list using the icon above the “Major/Program” header. This will export the current list. You can make your changes, save the file as a csv and then re-import the list. 


We have added new data fields to your SIS Data import file and would like to map them to questions to answer for the student. Where do I go for this? 

You will want to review the Data Fields first to ensure the new fields are listed. If not, you can use the “Add” option to create the new fields. Once they have been added, go to Settings > Integration > SIS Field Mapping. Click on the “Unmapped” tab to locate the created fields. Once located, click on the “Map” link image. A new screen will appear and give you the option to place the data on the student's profile and select a question to answer for the student. Once this has been completed the data field will be added to the “Active” tab. Be sure to run a test in Match Explorer to see if the question is pulling in data from the SIS import to answer the question. 



How do I know if a question is being answered by SIS Data? You can check this information in ScholarshipUniverse by navigating to Settings > Integration > SIS Field Mapping 
  • The grid is filtered by Active and Unmapped. You will want to go through the Mapped tab to view all the data fields you wish to use in ScholarshipUniverse 
  • For each field you want to review, click the edit icon to open the Map SIS Field modal 
  • If you have mapped your SIS Field to a question, a few additional options appear: 
    • You can use Select Question to map to a different question 
    • You can use Remove Question to un-map a question from the SIS field 
  • If you have not mapped a question, you can select a Question that the SIS data will answer on behalf of the student 

Source: SIS Data Mapping 

How can I make it so the student can change information being answered by SIS Data? You can check this information in ScholarshipUniverse by navigating to Settings > Integration > SIS Field Mapping
  • The grid is filtered by Active and Unmapped. You will want to go through the Mapped tab to view all the data fields you wish to use in ScholarshipUniverse
  • For each field you want to review, click the edit icon to open the Map SIS Field modal
  • SIS Field mapped to a question will have an additional option:
  • You can determine whether the student can override SIS data by answering question or not using the Answer Option selection 
    • SIS Data Locks - does not allow student to edit the question if SIS data has already answered the question
    • Allow Student Override - allows student to edit the question if SIS data has already answered the question

Source: SIS Data Mapping 

How do I change where SIS Data is being placed on the student's profile? 
  • Step 1: In ScholarshipUniverse, navigate to Settings > Integration > SIS Field Mapping
  • Step 2: Click on the Edit icon if you wish to make changes to a data field.
  • Step 3: Select the Category of SIS data this field belongs in (Academic, Admissions, Finance, Miscellaneous.
  • This category will determine where the SIS Data is being placed on the student's profile.
I need to remove and add scholarship codes, where and how do I do that? Within ScholarshipUniverse, navigate to Settings > Scholarship Codes.

Adding a Scholarship Code: 

  • Step 1: Click the Add + button. 
  • Step 2: In the Add Scholarship Code modal, enter values for all the following 3 fields:  
    • Scholarship Code: Enter your system code for the new                     Scholarship Code.
    • Description: Enter a user-friendly description of what the                 Scholarship code means, so users can select the correct funds    when creating scholarships.
    • Scholarship Code Type: Select a Scholarship code type from a       list of integration systems that the Scholarship code is related to. Here are the available options:
      • Student Information System
      • Customer Relationship Management
      • Institutional System
      • Accounting & Financial System
      • Advanced Development System
      • Student Account System
      • Financial Management System
      • Other
  • Step 3: Click the Add button.  

Inactivating a Scholarship Code: 

  • Step 1: From within the Active tab, click the Deactivate (trash can) button for the Scholarship code you want to inactivate. 
  • Step 2: In the Inactivate modal, click Yes to confirm the deactivation, or No to keep the Scholarship code active.  


What kind of documents can be loaded in the documents tile on the school side? 

Only Admins have access to upload or deactivate documents. Documents are typically added for use on applications. If an application question is asking for the student to download and complete a form, this is where the school will want to import that document so it can be attached to the application for the student. We typically provide an example of a writing sample. 


Source: Documents

Reviewing and Awarding

Problem/Issue Action and Source 
What causes the system to throw an error when adding new criterion to add a score card? The criterion help text cannot exceed 500 characters and will cause an error to occur if that number is exceeded.  An error message will populate at the bottom of the screen with the message ‘Reach maximum length (500 characters).  To resolve this issue, reduce the Help Text contents to 500 characters or less, submit, and save.   

If a student meets the criteria for a scholarship and submitted the application associated with the scholarship, why is the applicant missing from the candidate list? 

There are a few things they may cause this to happen.  


Scenario 1: After the student clicked ‘Start Application’, they deselected a scholarship by unchecking the box next to it.  


Scenario 2: The student submitted an application prior to matching to the scholarship. This may occur if 1) the student had not answered all matching questions required for the scholarship; 2) the student did not meet the matching criteria at the time but later qualified due to updated SIS information (i.e., their GPA was updated).  


Scenario 3: The Scholarship has a limit on the number of applicants permitted and the limit has been met. Students are alerted to this limit if they attempt to apply. This information can be found under Plan > Scholarships > [Scholarship Name] under the General tab in the Max Applicant section.  


*Note that Prior to 05/16/2022, a bug allowed students to unselect all scholarships and submit the application.   This has since been resolved.

After submitting a Letter of Recommendation, why does the requestee continue to receive reminder notifications? The student can request a letter of recommendation from the same person multiple times.  Even if the requestee submits the recommendation, the reminder notifications for the subsequent requests will continue to go out.   To verify if a student has submitted the request multiple times, go to the student profile, click on Activity, and select ‘All’ for the category.   If this is the case, submit a ticket through the Freshdesk Portal to have the outstanding requests deleted.
How do you reassign the applicants from one reviewer to a new committee member in an active review pool? (Review & Awarding) When a committee member is unable to complete all or a portion of their reviews, you can assign the applicants to another committee member. If a new committee member will be reviewing the applications, make sure to add them to the committee first before following the steps below.  
  1. Under Review > Manage Pools > Reviewing, locate the Review Pool Name and in the ‘Progress column, click on the % to be redirected to the Pool Scoring page. 
  2. Click on the name of the committee member whose applicants need to be reassigned. DO NOT remove the reviewer!
  3. Check the boxes for all applicants that need to be reassigned.
  4. Towards the top of the page, click on the dropdown menu under ‘Move selected student(s) to:’ and select the committee member to whom the applicants need to be assigned. A window will pop up asking ‘Are you sure you want to move # student to [Committee Member Name]?’ and select ‘Yes’.
  5. The students will be allocated to the other committee members. 

If any applications were scored by the other committee member and were not reassigned to another person, do not remove the reviewer or you will lose the scores and will be unable to reassign the applicants to another person.

Why does the SIS import data indicate that a student meets the matching criteria, but the student is not listed as a candidate for a Scholarship using the direct award method?    

There are several items that affect the auto-matching feature and there are a few things you can do to identify the cause of this issue.  


Before you get started, go to PlatformManager > Integration > File Imports, and download the most recent SIS file. 


Verify the award year on the SIS file is the most recently active award year 

Go to Settings > Award Years > Active tab and look at the Start Date. The active award year with the most recent start date will be used for matching purposes. The SIS file for the corresponding award year will be used for matching application-based scholarships and direct award scholarships that did not have the ‘Uses SIS data answer’ toggle activated.

Verify that all matching questions on the scholarship have been mapped correctly 

Step1: Under Plan > Match Explorer, click on the Copy Requirements button and search for your scholarship.  Isolate the list of matching criteria to one question by removing all other questions and click ‘run simulation’.  Do this for every unique question/answer combo you have and notate any questions that produce zero students.  


Step 2: Once you have your list, go to Settings > Integration > SIS Field Mapping.  Under the ‘Question’ column, use the filter to search for each question you notated.   


Make note of the name used in the ‘Field’ column.  Click edit and verify that the Answer Option selected is ‘SIS Data Locks’.  If it is set to ‘Student Override’, matching will be based on the answer provided by the student and not the SIS data.  


Step 4: In the same area, check to see if ‘Answer Mapping’ is listed at the top. If so, click on it to verify that all possible options used on the SIS import file matches with an SU Value or has been answer mapped.  If any values were missing or unmapped, you will need to map them and rerun your SIS import file for matching to persist. Go to PlatformManager > Integration > File Imports, find the SIS file, and click re-run.   


Step 5: Verify that all SIS fields used for matching purposes are included in the ‘Data Fields’ list.  Go to PlatformManager > Integration > Data Fields, and search for the name from the ‘Field’ column that you noted earlier in Step 2. Search for each under the Display Name column and verify that the ‘Field Name’ column matches with the header on your SIS file where the corresponding data is found.  If not, click the edit icon and correct the Field Name so it matches the SIS file.  Finally, go to PlatformManager > Integration > File Imports, find the SIS file, and click re-run. 

Why am I unable to nominate a student? 

When performing the nomination function, ONLY students with an active Verified Student Data (VSD) record will be returned when searching for the student. This means only students with an active VSD record can be nominated.  


*Note: If your school has opted out of validating the student ID for nominations, students without a verified ID can be nominated. This may lead to duplicate records being created for students and we strongly caution against this option.


Action and Source
Error is received when trying to edit or add a user to Employee Management.
When adding or editing a Staff Account an “An error occurred.” message is returned if another Staff Account already exists with the exact Username. A duplicate record likely exists. To fix this, one record will need to be inactive. Determine which record will hold the correct login information and make note of the incorrect account so it is not reactivated. (Tip: Use the search and filter functions to determine if a duplicate record exists and remember to look in the inactive records section.)