EFF Tech Help Library

Validate the file type, size, name, and connection.

1. Use PDF, PNG, JPG, WEBP, or plain text where accepted.
2. Keep the file under the size shown on the page.
3. Rename the file using letters, numbers, dashes, and one file extension.
4. Try again on a stable connection without refreshing mid-upload.
5. Do not upload passwords, Social Security numbers, bank details, or unredacted IDs.

When EFF reviews it: Escalate after a known-safe small file fails twice.

Capture the source page and expected destination.

1. Copy the page URL where the link appears.
2. Name the button or link you selected.
3. Describe what you expected to open.
4. Record the incorrect destination or error.
5. Use the Tech Desk knowledge base for a safe alternate route.

When EFF reviews it: Escalate when the link is on a live EFF production page.

The resource moved or the website points to an outdated file.

1. Record the page containing the download.
2. Copy the resource title and destination.
3. Do not use an unofficial replacement file.
4. Open one ticket so the source and replacement can be verified.

When EFF reviews it: Escalate when the official provider removed or replaced the resource.

Preserve the existing application and avoid duplicate accounts or submissions.

1. Do not create a second account or application.
2. Save the scholarship name and deadline.
3. Record the last completed step and exact blocking message.
4. Use the same email associated with the existing application.
5. EFF will verify the application record before changing it.

When EFF reviews it: Prioritize within 72 hours of a verified deadline.

Compare the application event, recipient, domain, and provider delivery record without exposing credentials.

1. Confirm the email spelling.
2. Check Spam and school quarantine.
3. Request only one newest message.
4. Open one verified ticket after 10 minutes if no message arrives.

When EFF reviews it: Administrator review is required for domain, API, SMTP, suppression, or environment changes.

Compare the verified profile, imported record, and current application owner.

1. Do not create a duplicate application.
2. Confirm the original submission email.
3. Name the missing program in one ticket.
4. Wait for the exact-email record review.

When EFF reviews it: Always require authorized review before changing application ownership.

The destination is using a protected deployment hostname instead of a stable public address.

1. Return to the source EFF page.
2. Record the button text and protected address.
3. Use the stable official EFF domain when one is listed.
4. Open one ticket so the source link and deployment protection can be reviewed.

When EFF reviews it: Administrator review is required to change production aliases or deployment protection.

The Tech Desk will compare public site health and deployment status.

1. Confirm the address ends in an official EFF domain.
2. Try once on mobile data or another network.
3. Record the error page and exact time.
4. Do not keep submitting forms during an outage.
5. Check the EFF Tech Desk status page for updates.

When EFF reviews it: Open a privileged remediation proposal when public health checks confirm an outage.

Collect reproducible facts and route the issue to the correct EFF system.

1. Record the EFF platform, page URL, and exact time.
2. Copy the full error message without private information.
3. List the steps that led to the issue.
4. Try one private-browser test.
5. Wait for the secure Tech Desk diagnosis.

When EFF reviews it: Escalate when deterministic guidance does not resolve the issue.

Validate the file before reviewing membership storage permission.

1. Use JPG, PNG, WEBP, or PDF where accepted.
2. Use a simple filename and stay under the displayed limit.
3. Try one smaller known-safe file.
4. Record the exact page and time if it still fails.

When EFF reviews it: Escalate when a known-safe file fails and storage policy or quota needs review.

The account may be authenticated without access to its matching membership profile.

1. Sign out of MyEFF.
2. Open the site in a private window.
3. Use Claim an existing membership for an imported record.
4. Open one ticket if permission denied or loading continues.

When EFF reviews it: Escalate when member-profile RLS, ownership, or role data must change.

Use the correct product sign-in, request one reset link, and open the newest email.

1. Confirm you are signing in on the exact EFF platform named in your ticket.
2. Request one password-reset email and wait up to 10 minutes.
3. Open only the newest reset email; older links may be invalid.
4. Use a private browser window if an old session keeps returning.
5. Never send EFF your password or verification code.

When EFF reviews it: Escalate after the requester confirms the email address and the newest reset link still fails.

Use the secure REACH claim route in the EFF Student Portal.

1. Open portal.estherfundsfoundation.org/reach/claim.
2. Use the email that received the ambassador invitation.
3. Do not create a second account.
4. Open one Tech Desk ticket if the invitation is not recognized.

When EFF reviews it: Escalate if /reach/claim is unavailable or the verified email has no matching ambassador record.

The verified account may not yet be connected to the ambassador record.

1. Confirm the account email matches the invitation email.
2. Open the REACH claim route once.
3. Do not create another EFF account.
4. Request an exact-email relationship review if the workspace remains missing.

When EFF reviews it: Always require staff review before changing an ambassador-to-user relationship.

Clear the stale session and start from the correct product login.

1. Close duplicate portal tabs.
2. Open the platform in a private browser window.
3. Sign in from the platform home page rather than an old email link.
4. Allow cookies for the EFF domain.
5. If the loop continues, capture the page URL and exact time.

When EFF reviews it: Escalate when the same loop occurs in a private window.

Confirm the account email and product role before any permission change.

1. Confirm the email shown in the account menu is the expected email.
2. Sign out and sign back in from the correct EFF product.
3. Do not create a second account.
4. Record the exact page URL and denied message.
5. Wait for EFF to verify the account-to-record relationship.

When EFF reviews it: Always require staff review before changing roles, permissions, or record ownership.

Preserve the existing application and reconnect it instead of creating a duplicate.

1. Use the original submission email.
2. Record the scholarship or program name.
3. Do not start another application.
4. Open one verified ticket for an account-to-record review.

When EFF reviews it: Escalate when an imported or submitted record has no matching verified owner.

This is a system configuration issue, not a student mistake.

1. Do not repeatedly submit the form.
2. Record the page URL and exact time.
3. Capture a screenshot that excludes private information.
4. EFF Tech Desk will compare the live deployment and service configuration.
5. Use another official EFF resource only if the page provides one.

When EFF reviews it: Immediate staff review; environment and provider settings must never be exposed to the requester.

Check delivery folders and request one fresh link before staff review.

1. Wait up to 10 minutes and search all mail for Esther Funds Foundation.
2. Check Spam, Promotions, Updates, and institutional quarantine folders.
3. Confirm the submitted email address is spelled correctly.
4. Request only one fresh verification link so older links are not confused.
5. Add notifications@estherfundsinc.org to safe senders.

When EFF reviews it: Escalate if delivery remains missing after one fresh request.

Volunteers use read-only evidence and approved communications; privileged changes require an authorized administrator.

1. Document the exact system, page, time, and reproducible steps.
2. Attach only sanitized evidence.
3. Record the proposed action and risk level.
4. Do not change production data, code, keys, roles, domains, or permissions without authorization.

When EFF reviews it: Escalate every production mutation, ownership change, permission change, or secret-related issue.