Account Setup
I created an admin account for someone, but they never received a registration email.
Check the user's spam or junk folder first — the “AwardSpring Registration” email often lands there. If it isn't there, go to the Users tab, locate the admin account, confirm the email address is spelled correctly, and click Reset Password. Sending a second email makes the link in the first one invalid, so the user should only use the most recent message. If a new admin still can't receive their password reset emails, contact support (support@awardspring.com).
I'm creating donor profiles, but I don't have email addresses for some of them. How can I create the accounts?
An email address isn't required — donor accounts can be created without one. You can add an email to the account later if needed.
Account Utility
What's the best way to search for a specific user/applicant?
The most accurate method is to enter the email address associated with the account in the Users tab search box or the global search box near the navigation menu. Student users can also be found by Student ID if that information is on their account (Note: this is only populated by SSO or SIS integration).
Searching by name also works (examples):
Full Name: Alexander Williamson (most accurate name search)
First Name: Alexander
Last Name: Williamson
Partial First or Last Name: Ale or Wil
Partial First and Last Name: Ale Wil
I'm an administrator, but I also need to review applications. How can I do that?
When making reviewer assignments under the review group search for your name in the Reviewer Assignment tab — the dropdown shows both name and email, so select the entry with the email associated with your admin account. Once you have been added and applications are assigned, the assignments can be accessed from the Assignments subtab located under the Review tab. Follow these same steps for any other administrators who need dual administrator and reviewer access.
Note: This option is only available with the Review Groups feature. If you are using the Global Review feature, you can only review applications by creating a separate reviewer account.
Can I prevent reviewers from logging into the site?
Reviewers cannot be prevented from logging into their accounts, though they lose access to applications once an award cycle ends. To permanently disable access, either:
Change the email address on the reviewer account (add text such as “inactive” to their email), or
Delete the account. All associated score history will also be deleted.
Account Maintenance
Is it possible to delete a user account?
It depends on your role and the account type. A regular Admin can delete student, donor, and reviewer accounts. Department Admins can access and delete only students in their assigned departments. Admin and Super Admin accounts can only be deleted by a Super Admin. Deleting a user account permanently removes all associated data, including student applications, award decisions, and reviewer scores.
How can I delete a user account?
Go to the Users tab, open the user account, and click “Delete User” at the bottom of their profile. You will be prompted to confirm the deletion. Please note that this action cannot be reversed.
Can I delete user accounts in bulk?
No — user accounts can only be deleted one at a time.
Log In / Access
How can I help a student with a login issue?
The fix depends on the error message. For “Your email address or password is incorrect. Please try again,” the student should click Forgot Password to reset their AwardSpring password. For “This email address does not exist” during a reset, the student either has not registered for an account, or the email on their account is misspelled — an admin can update the email address on the student account.
Note: for customers with SIS integration, “This email address does not exist” indicates the student's account has not yet been created via the nightly import process.
A student is trying to reset their password but they said that the password link they received is no longer active.
Password reset emails become invalid for one of two reasons:
Password reset links expire after 24 hours.
Only the link from the most recent reset email remains active when multiple reset emails are sent. The student should wait until all emails have been delivered and then use the link from the email with the latest timestamp.
Admin Roles & Permissions
What's the difference between a Super Admin and a regular Admin?
A Super Admin has full access to everything your institution has enabled and is the only role that can manage other admins — promoting or demoting them between Super Admin and Admin, and editing their permissions. Regular Admins, by contrast, see and work only in the areas they've been granted. See User Permissions & Roles for the full breakdown.
Why can't I see certain tabs or navigation items that other admins can see?
Navigation and tabs are role-specific — you see only the areas a Super Admin has granted you. Two admins at the same institution can see different things.
I'm a Super Admin, but I don't see Texting or Webhooks as permission options. Why not?
Those options only appear if your institution has the feature enabled. Without Texting or Webhooks enabled, they won't appear as options to grant — even for a Super Admin.
An admin says they can't see Scholarships (or Donors). What should I check?
Start with Controls on their profile — they need Scholarship Management and/or Donor Management access granted there before any related permissions or tabs will appear. If Controls are correct, check their granular permissions on the Permissions tab next.
Why can I see the Permissions tab but not edit it?
Only Super Admins (and AwardSpring support staff) can edit the Permissions tab. Everyone else sees it read-only, or doesn't see it at all if they don't have access to that admin's profile.
Can a Department Admin also manage donors?
No. Attaching departments to an admin makes them a Department Admin, and a Department Admin can't be given Donor Management access.