Contact Us
If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.
Support FAQs
FAQ: Admission/Application
- Enrollment not created when a Program Application is approved
- Auto populate Program Plan at Program Enrollment explained
- Program Pathway selection is empty in Application
- Where can I find verification/supporting documents a student has submitted with their application?
- "Portal account owner must have a role" when switching Program Application status from Draft to Submitted
- Error when submitting Program Application as Community User (Student)
- Application With Multiple Choice of Preference for Program
- How to resolve an "operation performed with inactive user" error
FAQ: Program Management
- Is it possible to expose multiple pathways in the student community?
- How enrolled Course credits are escalated to student's enrolled Pathway
- Multiple Pathways vs Tracks
- How to prevent Completion Engine from running Program Enrollment with a specific academic Program
- Calculate Program Enrollment End Date at early stage of enrollment
- Why is Plan Requirement's requisites not working?
- Term not showing up when enrolling to Courses
- How to see Course pre/co-requisites in Student Portal?
- Continuing Course
- Reattempt Passed Course
- Create Program Discipline and Discipline Requirements from template
- Unable to approve Program Application due to "Community Username" error
FAQ: Student Management
- How do I transfer a student from one Program to another
- Changing Program Status from Current to Draft
- What if a student wants to change the duration of their Program?
- Can I change Program Plan on a Program Enrollment?
- How to export the list of students from a Session the faculty teaches?
- Enrolling into Course when requirement is not met
- Can a student choose not to follow the pathway of Courses to be taken
- Does a student need to retake a completed Course if changing Programs?
- Do students need to take Courses completed before in a different university?
- How to allow students to skip pre-requisite Course
- Contact Record Management with Different Personas
FAQ: Student Community
- Can we set up any validation to prevent Students from selecting more than one Program Discipline?
- How to prevent students from withdrawing/cancelling a Course in the Enrollment Wizard
- Contact record ownership for self-registration
- Records owned by students are not visible to internal users
- Enroll button not showing
- Self-registration custom component
- Show Pathway Number at Term Slider
- Courses not showing up for enrollment in the Student Enrollment Wizard
- Cannot enroll or unenroll from Courses
- Extend the Pathway availability in the Student Community
- How to manually enroll students to Courses
- Loading Student Profile Photos
- How to login to Student Portal as Experience user?
- How to change PE Discipline (Major/Minor) within the same Program Enrollment
- Can't Access Resources error in Community Builder
FAQ: Fee/Billing Management
- How can I setup Application Fees
- Questions on payment
- Cannot add Fee Lines to a locked Student Fee
- Guideline on updating Fee Type
- How do I manage non-tuition reduction funding
- Student Fee with Reduced Amount
- Setting up Course Retake Fees
- Payment Method (null - null) error
- Troubleshooting Funding Is Not Allocated
- Why scholarship funds are not allocated to pay off Student Fees?
- What if a student withdraws from a Course that is already paid?
FAQ: Session Management
- Can I add more than one faculty member to a Session?
- How does Plan Line and Booking work?
- Can I color code my Sessions on Calendar?
- Why facility is not showing up in Session Scheduler
- Why cannot load or open the Session Scheduler
- How to customize the Session layout in the Session Scheduler?
- How are Booked Places calculated
- How to filter student search in Student Scheduler?
- Auto Accept Definition in Appointment Type
- Why faculty members/lecturers don't appear on Session Scheduler?
- Why no Courses showing up in Session Scheduler
- rio_ed__Booking__c field is null in rio_ed__Attendance__c Object
- Restrict facilities from being selected in Session Scheduler
- Can I add more than one facility to a Session?
- Why no bookings generated after loading/migrating the Session
- Why is Session Connection deleted when student withdraws from a Course?
- 'Apex CPU time limit exceeded' - Failed to process Queueable job for class rio_ed.BK_DoubleBooking_QUEUE
FAQ: Grade Management
- Updating Credits Attempted when Course Connection grades are not released
- How to configure Credit Transfer Grade in Grade Settings?
- Credit transfer between institutions (supported and non-supported Courses)
- Credit Transfer is not working if the source Program Enrollment is withdrawn
- Hide results from students until the grades are ready/finalized
- Altering of grades by faculty members
- "Grade Setting record not found!" error message when releasing grade
- "GPA: value outside of valid range on numeric field" error message when releasing grade
- Cannot update grades (Credits Attempted/Earned, and Grade Points/Result in Course Connection)
- How to skip Transfer Credit Wizard to approve an External Transfer Credit
- Why is my Auto Credit Transfer feature not working?
- How to prevent modifying grades
- Allow Faculty Member to Grade with both Score and Letter Grade
FAQ: Salesforce
- How do I grant Login Access to the RIO Team
- Dynamic Dashboard limit error
- Missing Salesforce Identity Feature
- Translate REDU terms to customer specific org
- Metadata installation error: Cannot specify a startsWith attribute for this language
- How to hide/disable tab for some users?
- RIO notification options
- Setting or updating custom field default value
- You've exceeded the limit of 100 jobs in the flex queue
- Cannot view student's profile picture
- 'See other members of this site' is disabled
- Merging Accounts/Contacts/Person Accounts
- Person Account Merging Error
- "Document with ID does not have an owning Library" error when upgrading to version 3.6 and above
- Will upgrading metadata overwrite custom settings and metadata?
- Digital Experience site is missing from App Launcher
- Multi Factor Authentication (MFA) - 101
- Role of Salesforce Admin
- Difference between Customer Community (CC) and Customer Community Plus license (CC+)
- How to disable Trigger Handlers?
- How does the bell icon notification work
RIO Education FAQs
- RIO Education Apps/Consoles
- RIO Education Features Detail
- RIO Education Glossary
- What Open Source Libraries are used by RIO Education?
- RIO Education Use Case for Agent
- What is USA SEVIS & SEVIP?
- Faculty using Lightning Platform Starter & Cases
- Donor Management, GEM, EDA, NPSP & RIO
- What US Financial Aid solutions work with RIO?
- eCAF
- Financial Aid Custom Settings Management
- RIO Education Certificate and Key Management