AIS Forms

Why did I receive a blank email messages from ais_accounts@americancouncils.org?

Diagnosis: It is probably not an issue with AIS Forms; it is likely a problem with your email software or Internet Service Provider (ISP) blocking HTML content in email messages. (HTML content needs to be enabled in order to view and use links in e-mail messages. Messages from AIS Forms for new-account confirmation, request recommendations, and other purposes all contain links to the AIS Forms website.)

Solution: First, follow your email program's "Help" instructions to enable HTML content. Second, if that does not work, try a different email address for your AIS Forms account.

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How can I enable cookies in my web browser?

Diagnosis: AIS Forms requires cookies to create a secure connection with your web browser.

Solution: Follow your web browser's "Help" instructions to enable cookies. How to enable cookies:

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How can I enable JavaScript in my web browser?

Diagnosis: AIS Forms requires the use of JavaScript to complete some parts of online forms in your web browser.

Solution: Follow your web browser's "Help" instructions to enable JavaScript. How to enable JavaScript:

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Why did navigating in AIS forms (for example, choosing to “Edit” a form) incorrectly direct me to the login page and require a new log in?

Diagnosis: You likely do not have cookies enabled in your web browser. (AIS Forms requires cookies to create a secure connection.)

Solution: Follow your web browser's "Help" instructions to enable cookies and try again. How to enable cookies:

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Why can I not edit my form? I cannot fill in input fields, and they appear "grayed out."

Diagnosis: Input fields cannot be edited after you submit your form or after the deadline has passed.

Solution: Check to confirm that you have submitted your form or the deadline has passed.

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Why is my recommender not receiving emails from AIS Forms with a link to his/her online recommendation form?

Diagnosis: First, check your application form and make sure you have pressed the “Request Recommendation” button. (Pressing this button is what sends an email message to a recommender with a link back to the AIS Forms site.) Second, check the email address the you entered for the recommender and confirm that it is correct. If you have correctly sent the request, the problem is likely that the request email messages are being blocked by the recommender’s email software or Internet Service Provider (ISP). For example, in the U.S., “K12” teacher email addresses are particularly prone to this problem.

Solution: First, ask the recommender to check his/her junk and spam folders to see if the message is there. If not, second, ask your recommender for an alternate email address (e.g., gmail, hotmail, etc.), and then re-request the recommendation form with the new address. Finally, if that does not work, please contact us for assistance.

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Why does the link to the recommendation in my email not work? It goes to the main AIS Forms login page or to a blank web page.

Diagnosis: Most likely, the recommender does not have cookies enabled in his/her web browser. (AIS Forms requires cookies to create a secure connection.) Alternatively, this can mean that you have changed the contact information for the recommender in your application form; this will erase the previous recommendation form and disable its associated link in the email message.

Solution: First, check your application form and make sure that the contact information provided for the most recent recommendation matches with the recommender that contacted you for help. If it does not match, inform the recommender that you have changed your recommender.

If it does match, instruct your recommender to follow his/her web browser's "Help" instructions to enable cookies and try again. How to enable cookies:

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Why did I get the message, “Pardon us! An error occurred,” or “Your request produced an error”?

Diagnosis: This indicates a bug that we need information about, so that we can fix it.

Solution: Please send us as much detail as possible about what you were doing right before the error message occurred. Please also send us the text of the “stack trace” information. This is very helpful to us for tracking down the bug. The “stack trace” information can be found by clicking on the following link within an AIS Forms error message:

IMAGE: AIS Forms Pardon Us Error Message

A short-term fix that will allow you to continue with your work is to log out of AIS Forms, clear the web browser’s cookies, and then log back in.

How to clear cookies:

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How can I change my password, or the name or email associated with my username/login account?

Solution: To do this, click the “Account” link in the navigation at the top of any AIS Forms page. After entering your current password to confirm your identity, you can change any of these fields.

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I have another question not listed.

If your question is not answered here, please contact us.

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American Councils for International Education
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