Op has not provided enough information for anyone to even make an assessment if student is even **eligible ** for Excelsior.
Excelsior is a last payer.
Is Op receiving other funding that is paying for tuition (Excelsior is a last payer). For example if OP is receiving a combination of TAP/PELL or STEM Scholarship or NYS Scholarship for Academic Excellence or School based scholarship that is covering tuition, then OP would not be eligible for Excelsior.
Did student submit application on time? Application is now open for students seeking a first time award for Spring 2019
https://webapps.hesc.ny.gov/questionnaire/page.hesc?questionnaireId=58&versionNumber=2
Is student a first time freshman or returning student?
Is student meeting SAP (on track to complete 30 credits for the school year)?
Is student a NYS resident who parent has a physical presence in NYS?
start here
Excelsior FAQs
Has op reached out to HESC?