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      Why aren't families getting their Enrollment Packet through ELV Alliance Core after enrolling through LegUp?

      Why aren't families getting their Enrollment Packet through ELV Alliance Core after enrolling through LegUp? Troubleshooting your LegUp x ELV Alliance Core connection. Lila Hayes

      LegUp partners with ELV Alliance Core to facilitate a seamless platform-to-platform experience - making it easier for families to know what to tackle next and taking the tedious work of transferring info from one platform to the next off your plate. While the process has been tried and tested, occasionally situations may arise that will cause families to not receive their Enrollment Paperwork and/or welcome emails. Let's take a look at four situations that might be causing you issues and what to do to fix them.

      Identifying the Problem

      As we mentioned in the intro, there can occasionally be situations that will cause families to not receive their Enrollment Paperwork and/or welcome emails. While the following list is not exhaustive, it will help you understand what's happening and how to fix the problem.

      Issue 1: Your LegUp Account Has Not Been Connected To ELV

      If you were already an ELV Alliance Core customer and you joined LegUp through your ELV Alliance Core tools, great news - this step has already been completed. If you joined LegUp first, there's a possibility that your accounts have not been connected yet.

      HOW TO FIX IT

      1. Email Enrollment@LegUp.Care and ask us to check your connection.

      Issue 2: Your Enrollment Packet Has Been Disabled In ELV

      Your ELV Alliance Core account has a setting that allows you to enable or disable paperwork to families. This includes your Enrollment Packet. If a family has completed their Enrollment Paperwork and paid their deposit (if applicable) through LegUp but they have not received the Enrollment Packet, this setting could be the cause.

      HOW TO FIX IT:

      1. Log in to your ELV Alliance Core account

      2. Click on your Program Settings

      3. Click to enable your Enrollment Packet

      Issue 3: You've Uploaded Your Enrollment Packet Through LegUp

      Both ELV and LegUp allow you to send your Enrollment Packet and other paperwork to families automatically, but getting the same information from both would be overkill. To keep things simple, if you've uploaded your Enrollment Packet through LegUp and scheduled it to send after the family pays their deposit ELV won't send it on their side. Depending on which email your families are expecting to receive the information from, they could miss it when it hits their inbox.

      HOW TO "FIX" IT:

      1. Log in to your Enrollment Concierge and click on the "Manage Program" tab

      2. With "Program Details" selected, scroll to the bottom of the page and locate the section labeled "Program Paperwork"

      3. Check to see if your Enrollment Packet has been uploaded AND at which point during your enrollment process you chose to send it

      4. If you would rather send your Enrollment Packet through ELV, delete the Packet from your LegUp account

      Issue 4: The Enrollment Packet Is Being Filtered As Junk/Spam

      Depending on the email service a family is using, the emails containing these Enrollment Packets could be landing in their Junk/Spam folders.

      HOW TO FIX IT:

      1. Ask families to add ELV email to their favorites

      2. Ask families to add Enrollment@LegUp.Care to their favorites

      That's it! Have other questions or need support? Email us at support@legup.care to submit a request, or click the feedback button in your Enrollment Concierge to send suggestions.

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