Who this is for
College Administrator, High School Counselor
A parent stuck on the consent step usually cannot see what is blocking them, and will call you rather than the Help Desk. The step has a small number of causes, and most of them the parent can clear themselves once you know which one it is. For the steps the parent follows, see Complete the parent consent step.
Symptom |
What you'll see |
|---|---|
The parent has not chosen yes or no |
Complete Step stays greyed out with no option selected |
They chose Yes but the button is still off |
An empty Electronic Signature field is showing |
They want to decline and cannot |
Only “Yes, I provide consent” appears |
The screen does not match the instructions |
The signature field shows before a choice is made, or declining is a text link |
The parent has not chosen yes or no
The issue
The step will not complete until the parent explicitly picks a button under “Do you provide consent?”. Complete Step is intentionally disabled until a choice is made.
How to fix it
Ask the parent to click “Yes, I provide consent”, or “No, I do not provide consent” if your college offers declining.
They chose Yes but Complete Step is still off
The issue
Selecting Yes reveals an Electronic Signature field, which must contain the parent's full name before the step can be completed.
How to fix it
- Ask the parent to type their full legal name in the Electronic Signature field. Complete Step turns on as soon as it has content.
- If they switch to No, the signature is not required and the step can be completed immediately.
Only one button appears and the parent wants to decline
The issue
Declining is a per-college option. At colleges that have not turned it on, the step shows only “Yes, I provide consent” and there is no way for a parent to record a refusal. This is expected, not a fault and not an old screen.
How to fix it
- Tell the parent to leave the step incomplete and contact the college.
- If your college wants declining enabled, submit a request to the Help Desk.
The step looks like the old design
The issue
A small number of colleges run a custom version of the parent consent step that does not pick up the platform redesign. On the redesigned step the signature field appears only after the parent chooses Yes.
How to fix it
- Check whether the signature field shows straight away, or declining appears as a text link rather than a button.
- If either is true, submit a request to the Help Desk to confirm whether the workflow uses a custom step.
Still stuck?
If the parent has made a choice, signed where required, and still cannot complete, submit a request to the Help Desk and include:
- the college and the student's name
- the workflow the registration is on
- which of the situations above you have already checked
- the exact wording of anything on screen that looks wrong