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Troubleshooting

Common problems and quick fixes. If something here doesn't solve it, use the Help option in the Portal or contact BAHFSA.

I can't sign in​

  • Double-check your email and password (watch for caps lock).
  • Use Forgot password to reset it.
  • If you're staff, confirm your account exists and is active — ask an administrator.

I didn't get the password reset / confirmation email​

  • Check your spam / junk folder.
  • Make sure the email address is spelled correctly.
  • Wait a few minutes — email can be slightly delayed.

A page looks broken or won't load​

  • Refresh the page.
  • If you see a message about a new version, reload as prompted.
  • Try a different, up-to-date browser (such as the latest Chrome, Edge, or Safari).
  • Clear your browser cache if problems persist.

My payment didn't go through​

  • Check your card details and billing info.
  • Try again, or use a different card.
  • If money left your account but the status didn't update, wait and refresh; if still wrong, contact BAHFSA with your reference number.

My uploaded file was rejected​

  • Check the file size isn't too large.
  • Use a common format (such as PDF, JPG, or PNG).
  • Try a clearer photo or a smaller version.

Location isn't working (inspectors)​

  • Allow location access for the Portal in your device/browser settings.
  • Make sure location/GPS is switched on.
  • Move to a spot with a better signal.

My checklist didn't save (inspectors)​

  • Your answers are saved on your device and upload when you're back online — reconnect to the internet and reopen the inspection.
  • Don't clear your browser data before it has synced.

Emails aren't being sent (administrators)​

  • Email delivery must be configured by whoever runs the Portal. If templates work but messages don't arrive, ask your technical contact to confirm the email setup. See Email Templates.

SharePoint export fails (administrators)​

  • The access token expires (about an hour) — paste a fresh one.
  • Your SharePoint administrator may need to allow the Portal's website to connect. See Import / Export.

Something else?​

Note what you were doing and any message you saw, then contact BAHFSA — include your reference number if it relates to a specific application or complaint.