Frequently asked questions about an online application
Why can’t I log in using my old details?
In October 2023 we made some technical updates to our systems and application form to allow us to award grants more quickly.
As a result of these changes, you will need to start a new application to Family Fund. Your Family Fund number is still valid, but your existing password will not work on the new system. You will need to create a new password as part of this application.
Why haven’t I received a password reset email?
You can only reset a password that has been created in the current application system. Any passwords created before October 2023 will not work.
You will need to ‘create a password’ rather than use the password reset function – this will not work.
If you have started an application since October 2023 and are trying to reset your password, please check any spam or junk folders.
I have applied before, why am I being asked to enter all of my child’s information again?
We now ask for full information each time you apply as you can only make an application every 18 or 24 months (depending on your home country). We will need current and up to date information at the time each application is made.
Why have I received an email saying I can apply now but the checker says it’s too early to apply?
If you have received an email saying that you can apply, you may ignore the date on the checker and start an application.
Why is the online application very slow and can freeze at times?
We are experiencing very high demand at certain times of the day which can cause the application form to run slowly. If possible, you could try again at a quieter time.
Why am I getting an error message code ‘9045’ whilst I try to complete the application?
This is a ‘timed out’ message and will provide you a link to follow so that you can log back in. At the moment, this message is activating too quickly. It is a technical fault that we are working to fix.
How long do I get to complete my application?
Once you have registered to submit an application, you have 28 days to do so. If you are unable to complete the application within this time, you can still apply, but will need to restart your application.
Got another question?
If you need further support with your application, contact our friendly team on the details below:Call 01904 550055 Email [email protected]