Frequently Asked Questions & Support

Our team is aware of the following challenges some parents are facing and is working diligently to resolve each of these. Please review the guidance provided below which is helping many of our parents resolve their issues. If you've experienced a technical occurrence that we haven't identified, or you are unable to solve an issue based on the guidance below, please fill out the form at the bottom of the page.

For our renewing scholarship families, please know that your student's renewal priority will continue into the 2023-24 school year. Multiple contacts regarding the same issue may delay our response time.  Our technical team is working to give solutions, and these updates will be provided in the form of an email when available. Please continue to monitor your email for updates and thank you for your patience.

To add your renewal students and remove your duplicate new student, you will need to follow the steps outlined below.

1. Access your EMA account here: https://apply.stepupforstudents.org/
2. Go to the My Student section listed in the left-hand side.
   • To initiate the removal of a student . . . please update the date of birth to 01/01/1999 for the students that appear as new and active. This will make it easier for our IT department to remove the duplicate.
   • If renewal students are listed as inactive . . . press the green button to add them.
   • If renewal students are not listed . . . use the red find my student button at the top and log into your previous account.
3. Go to your dashboard and select the appropriate application.
4. When you get to the “Who are you applying for?” section you should see both the new and renewal instances of your student, only select those with the status of renewal.
5. Complete the application for your renewal students.
6. If the above solution does not work, please submit the form below.

If you've submitted a NEW student application instead of using the "Find Your Students" tool (RENEWAL application) please fill out the form below.

You are receiving this error message because there is an issue with your login information from our previous 2022-23 system. This does not mean your student cannot be found.
Please try the following:

1. Ensure that you are using an email to log in rather than a username.
2. Ensure the email is correct without errors and matches your 2022-23 login info.
3. If the error persists, you may need to reset your password in our previous 2022-23 system:
   • Open an incognito window (ensure you are using Google Chrome).
   • Navigate to your login in our previous 2022-23 system.
   • Reset your password by either logging in or selecting forgot password.

This error occurs because the system is having trouble locating a student with the email address that you provided.
Please try the following:

• Ensure you are using the email address you used to manage your account in the 2022-23 school year.
• Ensure that the student you are searching for meets the criteria to be found via the Find Student tool.
• If you recently changed the email associated with your account in the previous 2022-23 system, it may affect the system’s ability to locate your student. Please complete the Get Support form below if you feel this applies to you.

Ensure that the email is accurate and that it is the same email used to manage your account for the 2022-23 school year.
Note: This error may occur if the student you are searching for is not eligible for renewal status.

Reminder: Students who were Awarded and Enrolled on FTC or FESEO in 2022-23 as well as students who were Funded or Waitlisted for the FESUA scholarship for the 2022-23 school year will be found as renewal students.

• Hospital and Homebound students will need to use the "Add a Student" tool, regardless of age.
• High Risk students who turn six years old on or before 9/1/2023 will need to use the "Add a Student" tool.
• High Risk students who are five years old or younger after 9/1/2023 can be added via the "Find Students" tool.

This error message may indicate that a student has already been added. This usually occurs when a parent has already added the student as a new student before searching for the student through the "Find Students" tool.

Note: If this does not apply to you, please fill out the form below.

If you were unable to upload the necessary documents before submitting your child's application, you may fax additional documents to Fax# 904-592-6548 (FTC/FES-EO) or Fax # 904-758-3515 (FES-UA). On the first page of the faxed document please include the Parent Name, Student Name, and Student ID number. The Student ID number can be found in the "My Students" Section by clicking the "View" link beside your student's name. The Student ID will appear at the top of the page above your student's information.

If you have completed and submitted an application for a scholarship but need to add an additional student(s) to the application, please follow the steps outlined in this guide.
Note: The newly added student will not show up immediately with a resulting status of awarded or declined or on hold, as this addition must first go through our processing team.