Frequently Asked Questions (FAQ)s

Review frequently asked questions and troubleshooting tips here.

Managing Recommendation Requests

I'm not seeing my applicant's recommendation request.

The following reasons may be why you might not see the applicant's request.

Reason 1: The applicant may have listed a different email address than the one you used to create your account.
To resolve, contact the applicant and ask them to change the email address listed on their application. Or, create a new account using the email address the applicant listed.

Reason 2: Your inbox is full.
To resolve, clear out your inbox, and then request the applicant recreate a request for you. Or, provide the applicant an alternate email address.

Reason 3: The request has bounced or been marked as spam.
To resolve, contact Customer Service at letters@liaisoncas.com for additional help.

I saved a draft of my recommendation, but now I can't find it. Where is it?

If you started your recommendation and saved it as a draft, you can find it under the Accepted status filter on the dashboard.

Note that you must have an existing Liaison Letters account or create a new one to access any saved drafts.

I accidentally declined a request. What do I do?

Contact the applicant and ask them to delete the recommendation request and add a new one. This will reset the recommendation request.

Completing Recommendations

Is there really a due date? Can I submit my recommendation after the due date?

The applicant enters the Requested By date for the requested recommendation. It may or may not be the same date as the actual deadline. If the due date has passed, submit your recommendation and contact the applicant to confirm deadline dates.

Why won't my document upload?

Check that your document is in an accepted file format: Microsoft Word document (.doc or docx), PDF, Rich Text Format (.rtf), or Plain Text file (.txt). Other file types are not accepted, including those created using very old versions of Word.

Make sure that your document is 15 MB or smaller. If it's too large, compress it before uploading. Your file name should be less than 95 characters.

If you printed and scanned your letter, check whether it is saved as an image file (e.g., JPG or PNG format). If so, convert it to a PDF before uploading.

Login/Browser/Site Troubleshooting

I'm having trouble logging in. What do I do?

If you can't log in to Liaison Letters, try the following:

  • Your login credentials may be tied to either a username or an email address. If one doesn't work, try the other.
  • Reset your password from the login page.
  • Ensure you're using a current version of a compatible browser (Mozilla Firefox or Google Chrome).
  • Confirm that cookies, JavaScript, and pop-ups are enabled within your browser. You may need to clear your cookies/cache.
  • If you're using public Wi-Fi (e.g., libraries, coffee shops, schools), your connection speed may be slow.
  • If you log in from a work/school computer, the website may be blocked and not load properly. Try logging in from home.
Which browser should I use?

For the optimum experience, we recommend using the most current version of Mozilla Firefox or Google Chrome, which works on both PCs and Macs. Review the Technical Requirements page for more information.

I tried to submit my recommendation, but the page seems to load and load without ever completing. What's going on?

Try switching browsers. For the optimum experience, we recommend using the most current version of Mozilla Firefox or Google Chrome, which works on both PCs and Macs.

Please also note that we recommend using this site on a computer. If you're using a tablet or other mobile device, switch to a computer to complete the upload process.