Student License Renewal School URL Not Working

[gatt3201]

Hello, 

I'm trying to renew my license per the email provided, but the confirm button still hasn't activated. The school came up just fine in the recommendations list as I typed the address, but I can't continue no matter what variation of the URL I use (e.g. typing vs dropping the www). Am I doing something wrong?

[LeoWarren-EDU]

Hi @gatt3201,

Can you try removing the final '/' in the URL? I'm currently aware that the webform may not accept URLs that end with '/'.

I hope this helps,

[gatt3201]

I tried that version several times with both copy/paste and manually typing it. Tried again, but no dice.

[LeoWarren-EDU]

Hi @gatt3201,

I've reached out to our Education Team for clarification on this issue.

I'd like to apologise for the delay and I'll follow up when I have an update from the Education Team.

All the best,

[LeoWarren-EDU]

Hi @gatt3201,

The Education Team have got back to me and they recommended looking at the other fields in the form as the URL in your previous form should be fine.

Please feel free to send me a PM if you wish to forward the first section of the form. If you've not used the PM feature before, you can access it by clicking the envelope at the top of your page next to your avatar and the globe icon.

All the best,

[gatt3201]

I'm not sure what you mean by first section of the form unless you're talking about the address entry. Some items to note there if that could be issue: 

• Previously, two entries would show up in the auto fill options. This time, there was only one. 
• Tried using the single option. Same results. 
• Double checked the address against the school page instead of Google. Added the suite number as a 2nd line option. Same result. 
• All other address info matches. 

[LeoWarren-EDU]

Hi @gatt3201,

Can you check all of the fields and follow the steps in this article? Unfortunately, it has come to my attention that there is an issue with the page, so if clicking inside the recommended area does not activate the confirm button. Failing this, I will escalate this to our support team who can investigate further.

I apologise for the disruption caused and the delay in getting started with your licenses,

Kind regards,

[gatt3201]

Still nothing. Just remembered that a completely unrelated site has issues based simply on browser and/or device. For example, the forms/fields had similar issues when I used it at work, but the local office I spoke with said it's a known issue worked around by using a home computer. 

Could something like this be the issue here? I've been using my Android and testing on 2 different browsers this whole time. 

[LeoWarren-EDU]

Hi @gatt3201,

Thank you for being so persistent, you're ahead of me as whilst it could be a browser issue, the fact two different browsers are resulting in the same outcome means something else is likely going wrong. I'm going to create a case for you with our Education Support team so we can get this resolved as soon as possible.

If you need any further assistance, please don't hesitate to reach out and I'd be happy to share any other details with our Education Support team,

[gatt3201]

Thank you for all the help!

[gatt3201 · Accepted solution]

After some frustrating back and forth because I was given the same instructions from this thread in TWO emails, I had some success. My reply email with the fix is below, but I have no idea of what the problem actually was.

I already read the instructions because they were provided on the forum discussion linked below and the previous email I received. It gave me a button choice of whether or not the issue was resolved, and I clicked No because it wasn't. It's frustrating to receive these instructions for a third time when I've already said that they don't work.  

However, I did think of something new to try. I've been signed onto my account since the first time that I tried doing this, so I decided to refresh the form completely by navigating back to it manually. This time it worked, and I got the message about pending validation. 

*For readers on the board, I did this by going to the main menu > Products > Educational Access. 

[LeoWarren-EDU]

Hi @gatt3201,

Thank you so much for following up and letting the Community know how you resolved the issue. I apologise for the repetitive nature of the support process and I will be following up with the support team to make this a smoother process for future users.

See you around on the Community!