Manage: Support Requests for Administrators

Admin Requests that Support DOES provide assistance with:

Request	Guidance
Reset Parent Account Password	Not only will we reset the password, but we will also teach you how to do it in the Student Profile so you can save time in the future.
Update Application/Registration Status	The most common request is to update a student’s application/registration status to WA* (waitlist). When this action is taken, everything but the application status stays the same including the lottery number. This tends to place students high on the waitlist, especially if their application has ever been in Offered status. If you would like to have applications or registrations updated in bulk, please contact SchoolMint support and we’ll be happy to assist you!
Clear SIS IDs	For students who have been synced to an incorrect SIS ID, we are happy to clear the student so that they can be re-synced.
Unlock & Lock Custom Forms	Please specify the exact name of the form and enrollment year (for example, 2021-2022) and we will lock/unlock the form.
Copy Custom Forms	Please provide the exact name and enrollment year (for example, 2021-2022) of the form and specify which enrollment year it should be copied into.
Claim Access Codes	Please provide the student name, grade or date of birth, access code and username and we can claim any access codes that parents are not able to claim on their side.
Recalculate the Waitlist	Every once in awhile, our servers experience a brief slowdown, which can be visible as waitlist numbers not updating fast enough. If you notice this, we are happy to manually recalculate your waitlist, which will update students’ waitlist numbers according to your lottery setup and priorities.
Feature Request	If there’s a feature you’d like to see on SchoolMint, we’re open to your feedback! We will gladly honor requests that are feasible and in line with our product roadmap. However, since our product and engineering teams are often quite busy, some requests may take a bit longer than others. Please also note that not all feature requests are guaranteed to be implemented.
Investigate Communications	If you need information about communications sent to parents, we recommend that you start by checking out the Communications Log. If you still have questions about communications between schools and families, please contact SchoolMint support and we will be happy to assist you!
Set grade-specific enrollment dates.	Please provide specific schools, grades and dates so that we can apply enrollment overrides on the back end. These will not be visible in your Academic Calendar.
Update Site Settings	While some settings (showing or hiding different user options) can be updated instantly, there are some settings for which SchoolMint support will need to consult with your  Customer Success Specialist; these requests may require a little extra time to process, and we will be sure to keep you updated.
Unlock Accounts	Please provide the username of the account that needs to be unlocked.
Reset Admin Usernames	Please provide the username and account type (admin or super admin), and we are happy to reset the account for you!

*Please find a link to the Glossary of Terms for SchoolMint Reports here.

Admin Requests that Support DOES NOT provide assistance with:

Request	Reasoning
Make changes to a lottery setup or priorities	Because lotteries are configured specifically to fit your organization’s needs, and because they are often accountable to multiple standards, SchoolMint support is not able to make changes to your lottery setup or priorities; all changes to your lottery must be made by your Customer Success Specialist in advance of your lottery date. Lottery designs are locked two weeks prior to your lottery.
Assign a specific waitlist number to a student	Because waitlist number is a relative position based on multiple, interacting factors, we are not able to place students in particular spots on the waitlist.
Delete applications, registrations or re-enrollments	For auditing purposes, we are not able to delete applications or registrations. This policy is in place to ensure data quality and transparency for us and for you. If you have application or registration records that were created in error, you can cancel or withdraw them to prevent them from moving forward.
Create parent/guardian accounts	Because creating parent/guardian accounts requires a lot of detailed contact information, SchoolMint support is not able to create parent accounts. For help creating a parent account, check out this article!
Create admin accounts or change the admin account type (i.e. admin vs. super admin)	Because admin access and account types are set internally within organizations, SchoolMint support is not able to create or alter standard admin accounts. If you need your SchoolMint admin account created or updated, please contact a super admin at your organization.

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