Application Status & Decisions
Q: What does the "Pending Cialfo Choice Submission" status on UCAS applications mean?
A: This is an automatic system status that is triggered once a university offer has been updated/recorded. It does not indicate any outstanding action from Cialfo or the student, there is nothing pending on either side. No manual intervention is required for this status alone.
Q: A student has a Conditional Offer, what happens next?
A: A conditional offer means the university has set specific conditions the student must meet (e.g. exam results, document submission) before an unconditional offer can be issued. Once the student fulfils those conditions, the university updates the decision and the application status moves to "Unconditional Offer." No separate action is needed from Ops beyond monitoring for the university's updated decision.
Q: The UCAS decision shown in our system doesn't match what's on UCAS, how do we fix this?
A: If a UCAS decision hasn't synced correctly after the regular sync cycle, flag it with our support team to check and correct it, we will update once its done.
Intakes & Deadlines
Q: When does the next year's intake open on the platform (e.g. Cambridge, other universities showing only the current intake year)?
A: New intake years are typically opened on the platform in September. If a student cannot select a future intake year yet, this is expected, it will become available once the September update goes live.
Documents & Submissions
Q: What happens after a student's required documents (e.g. transcripts, English test results) are submitted to cialfo?
A: Once required documents are submitted to cialfo, they are submitted to the relevant university via Cialfo. For some universities (e.g. University of Melbourne), the university will require the student's own university-issued credentials in addition to the submitted documents, these must be requested directly from the student.
Routing & Escalation
Q: How can a student change the UCAS account linked to their Cialfo account?
A: If a student needs to change the UCAS account linked to their Cialfo account, they should contact the Cialfo Support team for assistance. Our team will review the request and help update the account linkage as needed.
Need More help?
Our Client Support team is available via Live Chat 24 hours a day, Monday through Friday, so you can get help anytime during the work week through Chat with Cialfo.
If you're unable to find a solution in our help articles or need further assistance, you can contact the Cialfo Support team via Live Chat or email us at [email protected].