This guide covers the most common issues that arise during the enrollment process in August Schools. For a walkthrough of the full enrollment workflow, see Enrollment Workflow.

Parents Aren't Receiving the Enrollment Form

I sent a batch but parents haven't received anything

Confirm the batch was fully submitted — navigate to Enrollment > Batches and check the status of your batch. A batch in draft status has not yet been sent.
Verify that the packet is set as the In Review packet. Only the 'in review' packet will be sent to families. Navigate to Enrollment > Packets and confirm the correct packet is marked 'in review' for the applicable school year.
Check that the students included in the batch have a parent or guardian email address on file. Students without a valid contact email will not receive the form.
Ask parents to check their spam, junk, or promotions folder. Enrollment emails are sent from notifications@[yourschool].augustschools.com.
If your district uses email filtering, ask IT to whitelist @augustschools.com as a trusted sender.

One specific parent isn't receiving forms

Confirm the parent's email address is correctly entered in the student's contact record — even a small typo will prevent delivery.
You can send an individual form reminder directly to the parent/guardian. See Sending Enrollment Reminders.

Parents Can't Submit the Form

The submit button is grayed out or unresponsive

Ask the parent to scroll through the entire form and look for any required fields marked with an asterisk (*) that have been left blank.
Check for fields highlighted in red — these contain validation errors that must be corrected before submission.
If the form includes a document upload, confirm the file has fully uploaded before the parent attempts to submit.
Ask the parent to try a different browser (Chrome) or clear their browser cache and try again.

A multi-select field will only accept one answer

If a field is configured as a single-select when it should allow multiple answers, this is a form template configuration issue.

Navigate to Enrollment > Form Templates and open the affected form.
Find the question and check its answer type. To allow multiple selections, the field must be set to a multi-select or checkbox answer type — not a dropdown or single-select.
Update the field type and save the form template. Note: changes to a template will apply to future submissions but will not retroactively change already-submitted forms.

For reference on answer types, see Form Answer Types.

Some fields are grayed out and parents can't edit them

Fields pre-populated from your Student Information System (such as name, address, and contact information) are read-only for parents — they can only be updated by the school at the SIS level. If the information is incorrect, update it in your SIS and it will sync to August Schools on the next scheduled sync.

Issues During Enrollment Review

A submitted form isn't appearing in the review queue

Navigate to Enrollment > Review and remove any active filters — a filter may be hiding the submission.
Check whether the packet is set to auto-approve. If auto-approve is enabled, submissions are approved and imported to the student card automatically without entering the review queue. Navigate to Enrollment > Review and check the student card directly to see if the data was already imported.
Search for the specific student using the Subjects filter in the review queue to confirm whether their submission is present.

A form shows "refused consent" but the parent didn't refuse

Open the submission in the review queue and click Edit Submission to review and correct the response before approving. The correction will update on the student card overnight.

For more on handling resubmissions, see Reviewing Form Resubmissions.

Approved Data Isn't Appearing on the Student Card

Confirm the form submission was fully approved — a submission in "Needs Review" status has not yet been imported. Complete the review and approval steps for each form in the packet.
If auto-approve is enabled and data still isn't appearing, try refreshing the student card. There may be a brief delay between approval and import.
Check whether the field in question maps to a specific section of the student card (e.g., Allergies, Conditions, Emergency Contacts). Navigate to that specific section to confirm whether it was imported there.
If a full refresh and re-check still shows no data, contact August Schools support with the student name and the specific field(s) that are missing.

Enrollment Reminder Issues

Students who already completed enrollment are receiving reminders

Check whether the student's enrollment packet has been fully approved — not just submitted. If a submission is in "Needs Review" status, the student may still appear as incomplete and continue to receive reminders. Complete the review and approval to stop reminders.
Confirm that all forms within the packet are approved, not just some of them. A packet with even one unapproved form will remain in an incomplete state.
If the student has completed and been fully approved but is still receiving reminders, contact August Schools support — this may indicate the student's enrollment status is not updating correctly.

Reminders aren't being sent to families who haven't completed enrollment

Confirm reminders are enabled for your batch. Navigate to Enrollment > Batches, open the relevant batch, and check that reminder settings are configured.
Check whether the batch due date has already passed — reminders may stop after the due date depending on your configuration.
To send a manual reminder, see Sending Enrollment Reminders.

Packet Configuration Issues

I need to use last year's packet for a new school year

Do not edit your previous year's packet directly — this can affect historical records. Instead, copy the packet to create a new version for the new year.

Navigate to Enrollment > Packets.
Find last year's packet and select Copy Packet.
Update the copied packet as needed and set it as the Active packet before creating your new batch.

See Copying a Form Packet for full instructions.

The wrong packet was sent to families

You cannot recall a batch that has already been sent. Contact August Schools support if a significant error was made and you need guidance on how to proceed.
If the issue is minor, you can send a follow-up message or a corrected individual form request to affected families.
To prevent this in the future, confirm the correct packet is set as In Review before creating a batch.

A student is stuck in "Pending" status - is this still a valid feature? Can delete this section and linked article if not.

A student remains in Pending status until all required forms in their enrollment packet have been submitted and approved. Check the review queue for any outstanding submissions.
If all forms appear approved but the student is still showing as Pending, navigate to Enrollment Review of Pending Students for additional steps.