TROUBLESHOOTING GUIDE

We've worked hard to make Foundation Grants to Individuals Online the most powerful, easy-to-use funding research tool available. This guide provides answers to the most frequently-asked troubleshooting questions we receive.

If you have trouble using Foundation Grants to Individuals Online, please review this guide. Chances are the answers you're looking for are here. Click on categories below to view the related questions and answers.

If you can't find the answer you're looking for here, then contact Customer Support. For questions regarding your subscription, call (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET. For questions about system requirements or if you're having technical difficulties, call 1-800-478-4661, Monday through Friday from 9 a.m. to 5 p.m. EST.

Technical Support/Login Help

Q. I'm having trouble logging in with my username and password.

To obtain a valid username and password you must subscribe to the service: gtionline.foundationcenter.org/subscribe, If you are already a current subscriber, please send an e-mail to gtionline@foundationcenter.org or call 800-424-9836 for help retrieving your username and/or password.

Q. My computer crashed while I was using Foundation Grants to Individuals Online, and now it won't let me back in. I'm getting a message saying that I'm already logged on.

A. Call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET, and we will help you log in.

Q. I type in my User Name and Password and click Log In, but I get bounced back out to the Login screen.

A. You must set your browser's security preferences to accept Cookies. See your browser's Help file for instructions on how to change this setting.

Q. What happens if I don't log off?

A. Your session remains active for one hour from your last search, but you can still log back in if you do so from the same computer. If you try to log in from a different computer before one hour elapses, you will get an error message that says you are already logged in. Go back to the computer you were working on originally, log in to the service, then click the Log Out link. You should now be able to move to another computer and log in successfully.

Q. I'm trying to log in to the service, but it's telling me I'm already logged in.

A. Chances are you were working on a different computer before you encountered this problem. Did you click Log Out before you moved to the current machine? If not then go back to the other computer and log out of the service. You should now be able to log in from a different machine.

If this isn't the case, the system will automatically log you off after one hour of inactivity, after which you can log back in.

If the problem persists, call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET, and someone will help you log in.

Q. How do I update my e-mail address or other contact information?

A. Contact Customer Support or, call us at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET.

Q. Is there a way to increase the type size?

A. Foundation Grants to Individuals Online does not have an option for increasing the type size, but Microsoft Windows does. Refer to your Windows documentation for help on changing this setting.

Q. How do I save records and/or a search results list?

A. Foundation Grants to Individuals Online does not support this feature.

Q. I have a multi-page search results list, but I can only view the first page.

A. Your browser's JavaScript setting must be enabled for this feature to function properly. See your browser's Help file for instructions on how to enable this feature.

Q. I received an e-mail confirmation that I'm registered, but I keep getting the message: "Incorrect user name or password. Please try again."

A. Call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET, and someone will help you get started.

Q. I went through the subscription process, entered my credit card number, etc., but I was bounced out and brought back to the subscription entry screen. If I try to subscribe again, will my credit card be billed twice? I don't know if my subscription went through.

A. Call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET, and someone will assist you.

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New Subscriber

Q. How do I subscribe?

A. You can subscribe to Foundation Grants to Individuals Online online at gtionline.foundationcenter.org/subscribe. There you can choose your preferred subscription pland and complete the registration and payement screens. Payment is by credit card or check (check accepted for annual subscriptions only). Pricing information is provided on the subscription screens.

Q. I never received my e-mail confirmation after subscribing.

A. Please call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET, and we will e-mail a confirmation to you.

Q. How do I get a receipt when I sign up?

A. When you've completed the signup process, we'll send you an e-mail confirming that your account has been created. You can use a printout of the e-mail as a receipt, or, if you subscribed with a credit card, your monthly credit card bill also provides a record of the transaction and can serve as a receipt.

Q. What are the methods of payment?

A. Payment is by credit card only (Visa, Mastercard, or American Express) for one-, three-, or six-month plans. Payment for annual plans is by credit card or check. If you choose to pay by check your account will not become active until your check is received and the payment is processed. You will receive an e-mail confirmation when this happens.

Q. Will my credit card be rebilled automatically at the end of my subscription term?

A. No. Subscriptions remain active for only the term you select when you sign up: one-, three-, or six-months or one-year. To extend your subscription beyond the term you purchased, we recommend you wait until your subscription has expired and sign up again. If you wish to extend your subscription keeping the same login credentials, call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET.

Q. Can I subscribe by phone?

A. No. All subscriptions are handled online at gtionline.foundationcenter.org/subscribe.

Q. Can I pay by check?

A. Checks are only accepted for annual subscriptions to Foundation Grants to Individuals Online. If you choose to pay by check your account will not become active until your check is received and the payment is processed. You will receive an e-mail confirmation when this happens.

Q. What am I entitled to as a subscriber, and what are my obligations?

A. To learn more about Foundation Grants to Individuals Online subscriber rights and responsibilities, please read the Subscriber Agreement.

Q. Can I pay for my subscription with a purchase order?

A. No.

Q. I received an e-mail confirmation that I'm registered, but I keep getting the message, "Incorrect user name or password. Please try again."

A. Please call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET for assistance.

Q. I went through the subscription process, entered my credit card number, etc., but I was bounced out and brought back to the subscription entry screen. If I try to subscribe again, will my credit card be billed twice? I don't know if my subscription went through.

A. Please call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET for assistance.

Q. Can I cancel my subscription at any time? Can I get my money back?

A. Subscriptions are available for one-, three-, or six-month or one-year terms. Fees for these subscriptions are payable in advance at the time of registration and are non-refundable. Subscriptions last for only the term you select and do not autorenew; your credit card will not be automatically rebilled.

Q. Is Foundation Grants to Individuals Online available in your libraries and Cooperating Collections?

A. It is available in all five Foundation Center libraries and at selected Cooperating Collections.

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Access Policies

Q. Can I give my password to others in my office?

A. Your password is for your exclusive use and may not be disclosed to anyone else. If you have subscribed on behalf of a library or other public institution, you must personally access the subscription prior to permitting access by the patron, without disclosing the subscriber's password to the patron. Please read the Subscriber Agreement for specific information regarding use of your password.

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User Name and Password Information

Q. How do I change my Password?

A. Log in and go to your account management screen by clicking your name at the top of the screen ("Welcome, [First Name]"). You can change your password on the account management screen. You will need to enter your current password in order to change it.

Q. I forgot my Password.

A. Click the "Forgot your user name/password?" link on the login screen and follow the prompt to enter the e-mail address associated with your account. You will receive an e-mail containing a verification link. Follow that link to create a new password

Q. Somebody in my organization signed us up for Foundation Grants to Individuals Online but has since left the organization. How do I find out our user credentials?

A. Call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET, and someone will assist you.

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Content Information

Q. How many foundations are in Foundation Grants to Individuals Online?

A. There are currently nearly 10,000 foundations that provide funding directly to individual grantseekers. Included are independent, company-sponsored, community, and operating foundations, as well as grantmaking public charities.

Q. How often is the information updated?

A. Information is updated on a weekly basis. Updates will include foundations new to the database as well as the latest information including contact, financial, and program information on foundations currently in the database.

Q. How is Foundation Grants to Individuals Online different than the print publication Foundation Grants to Individuals?

A. The print version is published annually, costs $75, and contains over 9,500 foundations. Foundation Grants to Individuals Online is updated weekly and offers flexible subscription plans: a one-month subscription is only $19.95; three-month subscriptions are $36.95; six-month subscriptions are $59.95; and a one-year subscription is $99.95.

Q. How is the content in Foundation Grants to Individuals Online different than your other online subscription service, Foundation Directory Online?

A. The primary difference is that the foundations in the Foundation Directory Online award grants to nonprofit organizations whereas the foundations included in Foundation Grants to Individuals Online award grants directly to individuals. Foundation Directory Online is primarily used by development staff at nonprofit organizations and fundraising consultants to these organizations, as well as grantmakers and others seeking information on foundation giving to nonprofit agencies. Foundation Grants to Individuals Online is geared to those seeking direct support, such as students seeking scholarships, fellowships, or internships; artists seeking grants and other awards and prizes; academic and scientific researchers seeking funding for their projects; and individuals seeking financial aid for medical expenses, emergency funding, or other special needs.

Q. I am new to Foundation Grants to Individuals Online and I'm having trouble tailoring my search strategies. What type of help is available to me?

A. The Help guide is designed to guide you through the search process. Helpful sections for formulating search strategies include:

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Security

Q. How secure is Foundation Grants to Individuals Online?

A. See our Security Statement for specific information.

Q. How secure is my credit card information?

A. All of the information you provide to us online is protected by special encryption coding, which makes it just as safe to subscribe online as it is to give your credit card information over the telephone. See our Security Statement for more specific information.

Q. Are you going to sell, rent, or distribute to any other organization the personal information I provide to you when I subscribe to Foundation Grants to Individuals Online?

A. No.

Q. Can you see what searches I am conducting?

A. For product development purposes, we may pay attention to the indexes that users access and what key terms are entered in keyword fields, but we cannot and do not monitor individual users' searches or their results.

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Subscription Plans

Q. My subscription plan is nearing its expiration date. How can I extend that if I need to?

A. On the final day of your subscription, you'll receive an e-mail message informing you that your subscription has ended and your account is no longer active. You can re-subscribe, any time, by going to gtionline.foundationcenter.org/subscribe. If you wish to extend your subscription keeping the same login credentials, call Customer Support at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET.

Q. How can I upgrade my subscription plan to a longer-term plan?

A. We recommend that you wait until the end of your subscription, then go to gtionline.foundationcenter.org and re-subscribe for your desired subscription plan. If you have any questions about this process, or if you wish to extend your subscription keeping the same login credentials, please contact Customer Support or call us at (800)424-9836, Monday through Friday from 9:30 a.m.-5:00 p.m. ET.

Q. Can I use my subscription on more than one computer? At home or at the office?

A. Yes, but be sure to log out when you are finished with your session or the system will think you are still logged on, and it will decline you access from any other computer for up to one hour.

Q. Can I sign up my organization for a site license?

A. Yes. Site-wide (IWA) access to Foundation Grants to Individuals Online is available via IP recognition. Pricing varies and is determined in part by your organization's number of full-time equivalent users (FTEs). For more information, please contact Margie Feczko at mmf@foundationcenter.org.

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