Frequently Asked Questions

Troubleshooting

How can I troubleshoot issues with my application?

Clear cache & cookies: 

Before applying, clear your browser's cache and cookies. 

• Instructions: Clear Browser Cache and Cookies

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After clearing your cache and cookies, use your browser’s incognito or private browsing mode.

• Instructions: Use Incognito (Private Browsing) Mode

Getting started

What are the qualifying criteria for a grant?  

Employee Eligibility and Eligible Events 

Eligibility rules and a list of eligible events can be found on the homepage of your fund portal. 

Eligible Expenses

Expenses must be a direct result of an eligible event. These may include:*

• Hotel/lodging, meals, travel or essential items for safety-related evacuation

• Repairs or replacement of essential household contents for a primary residence

• Payments, repair, or replacement for a primary vehicle

• Insurance deductibles

• Short-term medical, dental, hearing or vision assistance not covered by insurance

• Funeral/burial expenses for an eligible family member

• Relocation assistance (ex. security deposit for new residence) 

  * Please consult your program parameters for the exact details of your program 

Logging In

When do I click Register Now?

If you're new to the fund portal and need to create an account:

• Go to your fund portal homepage. 

• Click "LOG IN" at the top, or "Apply in About 10 Minutes."

• Click "Register Now" under the log in section.

• Complete any required fields on the registration page.

• Set up Multi-Factor Authentication (MFA) for your account with your cell phone.

When do I click Log In?

If you already have an account on the fund portal, use your existing login information. 

If you registered with an email address, log in with the same email address and password you used when you first created your account.

What if I forget my password?

If you forget your password:  

• Return to your fund portal and click "LOG IN" at the top.

• On the "Log In" page, click "Forgot your password?" and follow the instructions for password reset.

• Remember to follow the password requirements: Passwords must include a mix of special characters, numbers, uppercase letters, and lowercase letters. For example: #P@ssword123

What is MFA and what if the phone number linked to my account has changed?

MFA stands for Multi-Factor Authentication, and it is a security method used to verify you as the user of the account.

Most fund portals require a phone number to be used for MFA. When logging in, you will be prompted to send a one-time code to your phone. Retrieve the code from your phone, enter it in the box, and click “Verify code”.  

If you no longer have access to the MFA phone number associated to your account:  

• Email your program inbox from your account's email address with the subject line: MFA Change.

• Please allow up to 5 business days for your MFA to be reset. You will receive an email when the reset is complete.

• Once reset, log back into your account, and you will be prompted to enter a new MFA phone number. 

Applying for relief

What file format is required for documents?

Please upload documents as a .pdf file. 

• Instructions: Convert Files to PDF 

What should my documents include?  

Make sure your documents are clear and complete (no missing or cropped sections). 

Your documents should be up-to-date and related to the event you're applying for.  

Your documents should include the following information:  

• Your first and last name

• Date(s) of service

• Name of the company or service provider

• Contact information for the company or service provider

• Amount owed

Are family members covered? 

The relief fund covers a spouse or partner (unless living apart and considered to be separated) and any children living in the applicant's household. Other types of family members may be considered if the applicant is financially responsible for them and can provide supporting documentation to confirm dependency.  

For a death event, eligible family members vary by program. Please review your specific program parameters for details. 

What should I expect after I submit my application?  

Applications are reviewed within 5 business days in the order they are received.

If your application includes all required information, you’ll receive a decision within five business days (Monday–Friday, excluding holidays). 

If additional information is needed, your application will move to the "Additional Information Required" status. You will be contacted by email with instructions on what to submit.

• You’ll have 21 calendar days from the initial request to provide the required information before the application is closed.

• For the fastest response, upload your documents through your portal account. You may also email them to the program address, though this may delay processing.

• Once all necessary documents are received, you’ll get a final decision within five business days. 

Receiving a grant payment

Payment Related inquiries:

For USA applicants - Please refer to this payment guide or watch this instructional video:

If you have additional questions, please email: PaymentsUS@e4erelief.org

For applicants outside the USA - Please refer to this payment guide.

If you have additional questions, please email: PaymentsINTL@e4erelief.org 

Are grants from my fund taxable?

Grants to U.S. and Canadian recipients are non-taxable. 

Grant recipients outside of the U.S. and Canada may be liable for taxes on the award received. E4E Relief encourages applicants to reach out to local tax professionals to get further clarification about the tax treatment of awards.