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FAQs

What is the status of my order?

How can I delete my account?

  1. Click Contact Support in the top right corner of the Parchment Help Center.
  2. When the form opens up, you will need to complete all required fields (denoted with a red asterisk, *) before clicking on the green Submit button.
    • Who are you?
      • Student/Test Taker, Administrator, or Third Party Organization
    • What is your first name and last name?
    • What is your email address?
      • Enter a valid email address as this is how you will be contacted.
    • What type of Credential are you inquiring about?
      • Transcript or Diploma/Certificate
    • Who will be issuing/sending your credential?
      • College/University, High School (K-12), Professional Organization, GED®, or HiSET®.
    • Why are you contacting Parchment?
      • For this request, you will want to select Delete Account from the “What do you need help with?” drop-down menu.
    • What is the DID or Order Number that you would like us to review?
      • Enter None into this field if you have not yet placed an order or are not needing an order to be reviewed.
    • Details
      • Include a short summary of how the Parchment Support team can assist you.
      • For this request, be sure to include your date of birth, what school you attended, and a mention that you would like your account deleted.
  3. You will receive an auto-reply asking you to confirm that you would like your account deleted. Please reply confirming this and provide any other details requested..
  4. The Parchment Support team will then delete your account and respond back to your case by email to let you know that your account has been successfully deleted.
  5. You can now create a new account using your preferred email address and register with your school using this new account.

Does my school use Parchment to send documents?

Please search for your school here.

What if I accidentally sent my credential to the wrong destination?

Upon request, electronic transcripts can be resent at no additional charge within 30 days of the initial request.

Print and mail credentials are eligible to be resent ten days after the initial ship date but within 30 days. Outside of the stated resend window, a new request is required.

If the original sender, destination, or delivery method needs to change in any way, a new order is required. No changes can be made to sender, delivery method, or destination on an existing order under any circumstances.

Can I cancel my order?

A transcript request may be canceled by the sending institution or Parchment if it has not been fulfilled within 30 days or the sending institution cannot fulfill the request as placed.

  • When the existing request needs to be canceled or it cannot be fulfilled, a refund will be issued.
    Example: ‘No Record Exists’
  • When the existing request needs to be canceled, and a new request from the same sending institution is required, a credit will be issued.
    Example: ‘Expired Request’
  • If the request is 30+ days old,  a financial hold needs to be resolved before the request can be fulfilled.

For information regarding the cancellation of requests placed using a Third Party Ordering (TPO) account, please review the Third Party Ordering Policy here.

Why am I unable to download my document?

If you get redirected to Parchment after clicking the link in the email you received to download your document, you may not have signed out of your account.

Complete the steps below to successfully download your document:

  1. Click Sign In
  2. Enter your email address and password and click Sign In
  3. Click Profile (top right corner of your dashboard) and click Sign Out
  4. Clear your cache and cookies in your browser

Go back to your email and click the link to download your document. You can either click Access the Document or copy and paste the URL found below the download button.

I never received my order. How can you help?

If your order is being delivered by USPS, please allow 7-10 business days to be received. If you send your transcript outside of the United States and select expedited delivery, we will send it using FedEx International Priority.

Why am I getting an error when placing my order?

If you are receiving an error when placing an order to be sent to a physical address, you have entered over the allowed limit of characters in the name or address fields.

There is a 50-character limit for the name field and a 30-character limit for the address field.

Still have questions? We have answers.

woman requesting her official student transcript from parchment

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