Q: What if I can’t remember my Username or password?
A: No matter what industry, the most common technical support issue is forgotten passwords, so you are not alone! First, try to log in here: https://www.helpmebounce.org/user/login and enter your Username and Password.
- If you get the error message ‘Unrecognized username or password’: Select the link within the error message ‘Forgot your password’. The system will send password reset instructions to your registered email address. Click on the link provided in the instructions. You will receive an email named ‘Replacement login information’ that provides a link to reset your password. This link can only be used once to log in and will lead you to a page where you can set a new password. It expires after one day and nothing will happen if it isn’t used.
- If you get the error message ‘Access denied’: You are already logged in and attempting to log in again. In the upper right-hand corner, you will see your username. Since you are already logged in, click on ‘My Campaigns’ in the upper title bar, it will bring you to a list of applications you have started. Select the application, and it brings you to where you left off!
- If you get the error message ’Not recognized as a username or an email address’: You are entering an email address that was NOT registered. You must select ‘Create new Account’ and enter a valid email address. After you then enter a new password, it will start a new application for you.
IMPORTANT: You must have your username to reset your password. If you have forgotten your username, email us at support@helpmebounce.org for assistance.
IMPORTANT: All notifications throughout your Help Me Bounce journey will be sent to the email address you enter when registering an account.
Q: Why won’t my profile picture save?
A: Your photo doesn’t meet one or more requirements to upload. The image must be under 100 MB and between 600 x 600 and 2000 x 2000 pixels. Images must be in one of the following file types: png, gif, jpg, or jpeg. If you meet these requirements, but are still having problems, please send a request to support@helpmebounce.org for further assistance. For more details, please see Help Me Bounce Q&A Series: Creating A Profile
Q: Why does my campaign status say ‘In Progress’, but the progress says 100% completed?
A: Because you have one final step to complete: You must select ‘Submit for Review’. Even if the progress says 100% completed, if the status says, ‘In Progress’, you must select ‘Submit for Review’ under ‘ACTION REQUIRED’ (on the right-hand side of your campaign dashboard). When you successfully submit your campaign, the status will say ‘Ready for Review’ and means Spare Key staff have been notified and reviewing your application.
IMPORTANT: Whenever you make edits within any section within your campaign, you must submit them for review.
Q: What if the funding goal I need is not available to select?
A: We currently have 17 funding goal options on our platform to assist families with, and to participate, you must choose from the funding goals that are available. We must stay within our program guidelines and understand ALL FUNDS RAISED:
- CANNOT be sent to an individual person, personal banking account, or credit card.
- CANNOT go towards expenses that have already been paid (as reimbursement).
- CANNOT go towards travel expenses, nor can we pay for replacement or repairs to appliances.
IMPORTANT: All payments from Help Me Bounce must be paid directly to the servicer or provider of the bill. After donations are received towards a funding goal, you must make a withdrawal funds request for Spare Key to send payment directly to the servicer or provider. Within the withdrawal funds process, you are required to upload documentation (such as an invoice or monthly statement) for Spare Key Staff to verify before sending a check as payment to the service provider. For more information, go to Help Me Bounce Q&A Series: Funding Goals
