- View the short Help Center guide that explains how to open electronic documents on your PC.
- How do I download my document?
- How and where do I install Adobe Reader?
- I’m having trouble downloading electronic documents on my PC.
- I saved the document, but I can’t find it.
- Document is blank/I'm getting an error message
- I saved the document, but I can’t find it.
- How and where do I install Adobe Reader?
- I’m having trouble opening electronic documents on my Mac.
- Download the one-page guide that explains how to open electronic documents on your Mac.
- How is my credit card charged?
- How do I know the document has been delivered?
- How do I track FedEx deliveries?
- The downloads say 0 and I need to download my document.
- Is the document official?
- Document hasn't been received/How do I track my order?
- I'm getting an error message: Email address is already registered
- I cannot log in
- I have a question about charges.
Electronic documents must be opened with Adobe Reader (install for free here) or Adobe Acrobat.
- Click the link in the email you received. This will open a browser window.
- Follow the onscreen instructions and you will then receive a second email that contains the document passcode. Keep the browser window open because you will need it when you are ready to enter the passcode.
- Open the second email. Copy the passcode and paste it into the space provided in the browser window you kept open.
- Click the Download button. The file will be downloaded to your computer.
This may be related to the browser you're using. The two browsers we recommend using are Chrome and Firefox. Download the guide that explains how to download and view electronic documents on your PC.
If your school offers paper documents (some schools only offer electronic documents), and you selected to have your document delivered by FedEx, you would have received an email with a tracking number. Go to the FedEx tracking web page and enter your tracking number to track your document.
- We use FedEx Standard Overnight, which means that deliveries take place on business days only (not on Saturdays or Sundays).
- FedEx does not deliver to PO Boxes.
- If your school uploads your transcript after 2pm MST, it will take an extra business day to be delivered.
Log in to your account and click Order Status to track your order.
- Processing means that the order is still with your school. If your order has been in this status for more than a couple of days, you should contact your school.
- Available means your order has been processed and the recipient has received an email with a link in it to access your document. If they didn't get this email, they should check their Spam folder.
- Delivered (electronic documents) means that either the recipient downloaded the document using the link they received in the email, or, if the document was delivered to a school that is part of the Parchment network, the document is in the school's Parchment account.
- Delivered (paper documents) means that your document has been mailed. Please note that standard delivery can take 7-10 days. If you requested FedEx (overnight) delivery, please see the FedEx FAQ at the end of this section for information on tracking these orders.
- Canceled means that your order has been canceled. Refer to the email you received for more details.
- Error means that we encountered an error while processing your order. Refer to the email you received for more details.
Make sure you are logging in on the correct website.
- Some schools may have you log in on their main website first, and then you click a link to access the pages where you order documents.
- Other schools may direct you straight to the pages where you order documents and have you log in there.
Therefore, go to your school's website and you should be able to see if you need to log in first, or if you are directed straight to the pages where you place your order and then log in.
If you forgot your password, click the 'Forgot password' link. If you are not receiving the email when you click this link, check your Spam folder.
The cost for documents varies by school. When you request a document, a pre-authorization charge is placed on your credit card account, but you are not charged until your document has been delivered. The pre-authorization charge may stay on your account for up to 10 days (in some cases, longer).