In most cases, your school has not published the set up for the year that the family wants to apply for.
You can log into your Member Access Portal (MAP) to make sure you have an active published setup for the year. If not, create the setup for the year and publish it. Remember that at certain times during the year, it is possible to have two applications published at the same time — for late or midyear applicants in the current year and for the upcoming year. Once you are sure that the correct application is published, ask the family to go in and look for it again.