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

Use incognito mode:

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

General Inquiries (Recipient Select):

• Click here to view CAF America/Convera specific FAQ.

• Click here to view Tipalti specific FAQ.

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. 

What if I don’t get an email?

First, check your “spam” and/or “junk” email folders. If, after 24 hours, you still do not see the email, reach out to our support team at paymentsus@e4erelief.org

What if I can't access my email address?

You must be able to access your email to authenticate yourself during registration and payment initiation. If you are unable to access your email, please contact our support team at paymentsus@e4erelief.org

Why can't I save my payment details during registration?

The Recipient Select platform conducts verifications on certain payment details you provide during registration.  Carefully review your payment details and verify they are correctly formatted and are accurate.

Why can’t I add my Zelle account to my Recipient Select profile? 

For Zelle®, the platform will ensure that the Zelle® token provided (in the form of an email address or phone number) is registered and able to receive payment.

What is identity verification? How does it work?

Identity verification helps us determine if your profile information belongs to a verified identity. It also allows us to ensure that your payment goes to the right person. You may encounter one or more forms of identity verification:

• Data proofing - Your profile information is compared against data collected from trusted data sources, enabling verification of critical identity elements such as name, address and date of birth.

• Knowledge-based questions - You may also be asked various questions specific to you, which will authenticate your identity.

Why am I required to re-verify?

Your identity will be re-verified if there is a change in your address or telephone number, or if your payment is received over 365 days after the date of initial identity verification. Your identity will also be re-verified if you initially received a payment(s) with a lower amount and then receive another payment with a greater amount.

Why does a new one-time password keep getting generated within the email app?

If you click the “Get Started” button from the "Initiate your payment" email from the mail app on your phone, you may receive multiple one-time passwords if you exit the window. Please either hold the “Get Started” button until the option to open the link in a browser appears or copy and paste the link into a new browser. This will allow the Recipient Select portal to keep the current page open while also retrieving the one-time password from your email inbox.

Profile management (Recipient Select)

Why do I have to provide my birth date?

Your date of birth is collected to help verify your identity and eligibility to interact with the Recipient Select platform. Users under the age of 18 are not eligible to create a profile and collect payments through the platform.

How do I update my payment method information?

To view and update your payment information, click on the “Open the Complementary Region” icon on the upper-right-hand corner of the page and click “Manage Profile.” You will be routed to the "My Profile" page. Within the “My Profile” page, you have the ability to and to select payment details within “Payment Methods.” You can view your saved payment methods and register a new payment method by clicking “Add” in the “Payment Methods” section of the “My Profile” page.

How do I delete my profile?

To delete your profile, you can click on the “Open the Complementary Region” icon on the upper-right-hand corner of the page and click “Manage Profile.” At the bottom of the “My Profile” screen, you can delete your profile by clicking the "Delete Account" button. Deleted profiles cannot be reactivated. If you want to create a new profile, you will have an opportunity to do so when you receive another payment.

Payment initiation (Recipient Select)

How many days do I have to initiate my payment?

You have five (5) calendar days after the initial email notification to initiate your payment by creating an account or signing into your existing account and confirming your preferred payment method details. You will receive three (3) reminder emails (in addition to the initial email notification) before the five (5) calendar-day action window expires.

How do I initiate my payment?

Once you have successfully completed registration and passed identity verification, you can view and initiate any pending payments from your Dashboard by clicking the “Initiate Payment” button. You will be taken to a new screen to confirm your payment method selection and acknowledge the payment amount. You will be able to add additional payment methods before the final payment initiation.

Where is my payment?

You can check the status of your payment on your Dashboard.  If you have deleted your profile, please contact our support team at paymentsus@e4erelief.org.

What happens if I don't initiate my payment?

If you don't initiate your payment within five (5) days of your grant approval, an email will be sent informing you that the action window has closed and you will receive your payment by check (which will be sent to the address you have on file).

Can I switch my preferred payment method?

Every time you initiate a payment, you can select your preferred payment method from a drop-down menu of saved payment methods. You can also add new payment methods anytime from the "My Profile" page and update which payment method is stored as your preferred method. To update which payment method is saved as your preferred method, click the star on the left-hand side of your preferred payment method on the “My Profile” page. The star that is displayed as filled in indicates which payment method is saved as your preferred payment method.

How many payment methods can I save on my profile?

You can configure and save an unlimited number of bank accounts for the Bank Transfer payment method. Until further notice, you can configure and save a single PayPal account through account linking and a single Zelle® account to your profile.

Why can't I add my PayPal account to my Recipient Select profile?

When selecting PayPal as a payment type, your Recipient Select profile email MUST match the email on your PayPal account. Please be sure the email address matches.

Which debit cards can I receive funds on?

You can receive funds on U.S.-based consumer debit and reloadable prepaid cards. You cannot receive payment on a store gift card or other card types.

When should I expect to receive my payment?

If you choose Bank Transfer, Debit Card, Zelle® or PayPal, funds typically arrive in 1-3 business days. If you choose to receive payment by physical check, funds typically arrive in 4-7 business days.

General inquiries (CAF America/Convera): 

How can I contact E4E Relief for assistance?

For assistance, please email E4E Relief at paymentsintl@e4erelief.org. Be sure to include your full name and NRSP number associated with your application to help us respond promptly.  

When should I contact Convera for assistance?

For questions related to enrollment, please email Convera’s payment support team at VendorManagement@convera.com.

For inquiries regarding the status of your payment, please reach out to E4E Relief at paymentsintl@e4erelief.org. Be sure to include your full name and NRSP number associated with your application to help expedite support.

What if I don’t have a bank account?  

If you do not have a bank account, you can still receive the grant.  You will be able to receive the money in cash at a Convera Retail location.   Please use this link to go to the E4E Relief programs: Cash Pickup Form.

To find a Convera agent location, click here: Agent Locator.

What is a Bank Code?    

A Bank Code is a code assigned by a Central Bank, a Bank Supervisory Body or a Bankers Association in a country assigned to all its licensed member banks. The rules vary to great extent between the countries. Also, the name of such a code varies.  

The bank code typically appears on the bottom of negotiable instruments such as checks identifying the financial institution on which it was drawn.  Please confirm the Bank Code with your bank before entering it on the form.  An example of where to find the bank code is:

What is an IBAN?  

An IBAN is used in some countries for international payments to identify a specific individual bank account.  Please check with your bank to find or confirm your IBAN.

What is a SWIFT Code?

SWIFT is used to identify a specific bank when sending an international payment.  It is very important that you confirm the SWIFT code with your bank before entering it on the form.

What is an SKN Code?

To create the Sistem Kliring Nasional (SKN) Code, use the format A/B/CC/2.

A is Beneficiary type (1=Individual, 2=Corporate, 3=Government);

B is Residential Status (1=Resident, 2=Non-Resident);

C is Transaction Type (50=Transfer between Customer, 51=Government Transactions, 59=Reversal/Return.

The last number will always be 2.  Example: for Individual, Resident, Transfer between Customer the Code will be SKN/1/1/50/2.

Profile management (CAF America/Convera): 

What if the name I entered doesn’t match the name on my bank account?

In many countries, wire transfers may be rejected if the name provided in the payment instructions does not exactly match the name on the receiving bank account. If the name on your application differs from the bank account holder’s name, please contact E4E Relief at paymentsintl@e4erelief.org before proceeding. Do not complete enrollment if the names are not aligned to avoid delays or failed payments.

What should I do if I enter incorrect information?

If you believe you've submitted incorrect details, please contact E4E Relief at paymentsintl@e4erelief.org. If an error is identified, a member of our team will reach out to request the correct information. Please note that this may delay the processing of your payment.

Payment initiation (CAF America/Convera): 

How long will it take to receive my payment?

Please allow up to 14 business days for enrollment to be reviewed and approved.  

• Once you’ve successfully submitted the online Banking Information Form, your details will be reviewed for the creation of a Payment Profile. If additional information is needed, Convera will contact you via email within 5 business days.

• After your payment is initiated, Convera will send you a payment alert email. From that point, funds are typically credited to your account within 10 business days, though timing may vary depending on your country and banking institution.

How can I ensure successful payment processing?

To help avoid any delays, please complete all fields in the form accurately. We strongly recommend confirming your bank account details with your financial institution before submitting the form to ensure everything is correct.

General inquiries (Tipalti):

How can I contact E4E Relief for assistance?

Please email E4E Relief at paymentsintl@e4erelief.org. Please include your name and your NRSP number associated with your application.

When should I contact Tipalti for assistance?

If additional information is required, Tipalti will send you a follow-up email with specific instructions to clarify what is needed. Please monitor your inbox closely and follow any compliance steps outlined to ensure timely processing.

Profile management (Tipalti):

Why didn’t I receive a two-factor authentication (2FA) notification?

If you haven’t received your 2FA notification, several factors could be causing the issue. Please try the following troubleshooting steps:

Why is my profile locked?

Your profile may be temporarily locked if multiple incorrect password attempts are made within a short period. In this case, you’ll see an error message stating, “Your account is locked.” The lock will typically lift automatically within a few hours. If you need immediate access, please contact E4E Relief at paymentsintl@e4erelief.org for assistance.

Why is my profile blocked?

If your profile is blocked, you won’t be able to update your personal or payment information. An information icon will appear next to the blocked status in your profile—hover over it to view the reason and the date the block was applied. Please monitor your email for any compliance-related instructions and follow the required steps to resolve the issue.

Payment Initiation (Tipalti):

When can I expect to receive my payment?

Once your registration is successfully completed, payment initiation typically occurs within 1 business day. Depending on your location and the selected payment method, it may take an additional 3–5 business days for the funds to be available in your account—assuming no further compliance requirements are needed by our payment vendor.

How can I ensure that I receive the payment successfully?

To avoid delays, please ensure that all payment and personal information is entered accurately. We strongly recommend verifying your bank account details with your financial institution before submitting the form.

Which payment method may I select?

Available payment options may vary depending on the award amount and currency. When entering your payment details, be sure to carefully review the guidance provided to ensure you select an eligible and appropriate payment method.