If you are having trouble finding an applicant's TOEFL iBT® scores, there are a few reasons why this may be happening. Below are some possible ways to resolve issues.
Applied Filters Are Excluding Applicants
Sometimes, your filters might be set up in a way that excludes certain applicants' scores from your pool. To resolve this:
Double-check the applied filters in the Applicant View: Select Reset located in the top right corner of the filters menu to ensure no applicants are being excluded.
Use the Search Bar: Located at the top right corner of your screen, the search bar allows you to find applicants who have sent their scores to your institution. You can search by first name, last name, date of birth, test date, appointment ID, and more. We recommend searching by appointment ID, if possible.
The Applicant Registered with Different Emails in Your CRM
Applicants may occasionally register using different credentials on various platforms, leading to discrepancies in your CRM. To resolve this:
Use the Search Bar: Again, the search bar, located at the top right corner of your screen, can help you find applicants by popular formats such as first name, last name, date of birth, test date, and appointment ID. Using the date of birth along with the first and last name can reconcile discrepancies across platforms.
The Applicant Sent Scores to the Incorrect Institution
It is possible that the applicant sent their TOEFL iBT scores to the wrong institution using an incorrect Designated Institution (DI) code. To resolve this:
Encourage the applicant to resend their scores: When contacting the applicant, provide them with the correct DI code for your institution to help ensure you will receive their scores.
Display the correct DI code on official websites: This helps prospective applicants send their scores to the intended institution.
The Applicant Has Not Sent Their Scores
It may also be possible that the applicant has not sent their scores yet. In this case, the scores will not appear in your portal. To resolve this:
Highlight the pending action: Encourage the applicant to send their scores to your institution using the correct DI code.
If you have tried the above suggestions and still cannot find the applicant's TOEFL iBT scores, ask the AI Agent, Quinn, to connect you with a person, and a team member will be in touch soon.
Please note that the credibility of TOEFL scores can only be guaranteed through official ETS platforms. External processes or workflows outside these channels are vulnerable to digital manipulation, which may present risk to score validity.