Q: Why can't I log into my Help Me Bounce page?
A: It may be one of a couple reasons. So, lets narrow it down by first having you try to log in again by clicking here: https://www.helpmebounce.org/user/login. Now look to see if your username is displayed at the top of the screen.
If you do see your username displayed: This means you are already logged in! Great news! Now you just have to select 'My campaigns' from the drop-down menu (three vertical lines). This is where you can access previously created campaigns (click 'view' to open and the platform brings you to where you left off), or you can select 'Create New Campaign' to start a campaign.
If you do not see your username displayed: Select 'Sign In' from the menu at the top of the screen and enter your username and password.
- If you do not remember your password: select the option 'Reset Password'. Instructions will be sent to the email address registered when you created your account titled ‘Replacement login information. This link can only be used once to log in and expires after one day. Nothing will happen if it isn’t used, and you can repeat this process if you need.
If you get the error message '’Not recognized as a username or an email address': This means you are not entering the email address you registered when creating your account. You must select ‘Create new Account’, enter a valid email address and enter a password. This will automatically start a new application for you.
IMPORTANT: All notifications throughout your Help Me Bounce journey will be sent to the email address you registered when creating an account. You must have your username to reset your password. If you have forgotten your username, email us at support@helpmebounce.org for assistance.
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
