# When an institution can't be matched Most of the time the **Confirm Transcript Institutions** step is uneventful: every row arrives matched, you glance at the column, and you click **Create Package**. But every so often Mapademics reads a name off a transcript and can't find a corresponding institution in our library. That row shows a **No match** badge, and the **Matched Institution** picker is empty. This page covers what to do in that situation. Your options depend on whether the row is the **Issuer** or a **Transfer** row. *** ## First, try the search picker yourself Mapademics's auto-match handles exact matches, prefix matches, and a fair amount of fuzzy matching — so common abbreviations like *Cmty College* → *Community College* should already be resolved. When auto-match fails anyway, the institution might still be in our library under a name our fuzzy matching didn't catch — a former name, a substantially different spelling, the system name versus a campus name, or the parent system rather than the specific campus. Click the **Matched Institution** field on the row to open the picker. Type a different version of the name — a shorter form, the city, the system name, the legal name. The picker searches our entire library, so anything close should surface. If you find it, click **Select**. If the institution has a yellow **No access** treatment, click **Request Access** instead — we'll handle the request when the package is created. *** ## If the institution isn't in our library at all When the picker comes back empty no matter how you search, the institution isn't in Mapademics's library yet. What to do depends on which row it is. ### For a Transfer row You have two practical options: * **Leave it unresolved** by choosing **— Leave unresolved —** at the bottom of the picker. The student's courses from that institution will still be added to the package; they just won't be tied to a real catalog. You'll evaluate those courses against your own catalog by hand on the **Course Equivalencies** tab when you get there. This is the right call when the credit at stake is small (one or two courses) or when the institution is obscure enough that it isn't worth waiting for. * **Contact us to get the institution added.** Reach out via [Support](/reference/support.md) with the institution's name and, if you have it, a link to its public catalog. We'll add it to the library and reach back out when it's available. You can leave the row unresolved in the meantime and resolve it later, or wait to create the package until the institution is in. The choice usually comes down to time: leaving unresolved gets you moving immediately at the cost of doing manual catalog lookup later; waiting for us gets you a fully-matched package. ### For the Issuer row You can't leave the Issuer unresolved — the package can't be created without it. So you have one option: **contact us to get the institution added** before you can complete this transcript. Reach out via [Support](/reference/support.md) with the institution's name and, if you have it, a link to its public catalog. Onboarding a new institution typically takes a short while. When the institution is available, return to this dialog (or start over from **Create Package**) and the row should match. If this is blocking time-sensitive work, mention that in your support request and we'll prioritize accordingly. *** ## When you have access but the access is wrong A different version of "can't be matched" is when the institution shows up with the **No access** lock badge — we found it in our library but your team can't see its catalog. This usually isn't a problem. Pick the institution as you would normally; the dialog will queue a view-access request that fires when the package is created. You'll see a banner at the bottom of the dialog confirming what's about to be requested. For Transfer rows, that's the end of it. The package gets created right away. The institution's catalog will become visible to your team once the access request is approved, and any courses tied to that institution will start matching against the real catalog automatically. For the Issuer specifically, the dialog won't let you proceed without access in hand. You'll see a message: *"The issuing institution requires view access. Select an accessible institution or request access first."* In that case: * **If you think you should have access**, contact [Support](/reference/support.md) — there may be a configuration issue. * **If access requires approval from the institution itself**, that's usually a longer process. You can save the transcript file and re-upload it once access is granted, or use the Manual flow in the meantime to get any time-sensitive courses pinned. See [Creating a manual package](/working-with-packages/creating-a-manual-package.md). *** ## Next steps * [Importing a transcript](/working-with-packages/importing-a-transcript.md) * [Creating a manual package](/working-with-packages/creating-a-manual-package.md) * [Support](/reference/support.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://transfers-docs.mapademics.com/working-with-packages/when-an-institution-cant-be-matched.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. 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