How to Request Support

The Get Help section is your direct line to the program team. This guide explains the different types of support requests, what to include, and what to expect after you submit.

Use this guide when you need to:

• You need materials customized for your specific community or language
• You have a technical question or something isn't working
• You want guidance on a campaign strategy or messaging approach
• You need to report an issue with a resource

1. Material customization Request changes to existing materials — adding your organization's logo, translating content, adjusting language for a specific audience, or resizing for a particular use case. Include a link to the specific material and a clear description of what you need changed.
   The more specific you are, the faster the team can help. Include dimensions, language, or audience details if you know them.
2. Technical support Something isn't working — a broken link, a file that won't download, an error on the page. Describe what you were trying to do and what happened instead. Screenshots are very helpful.
3. Program guidance You have a question about how to implement your grant, what's allowed under the grant terms, or how to approach a community engagement challenge. These requests go to the program team and may take a few business days.
4. New material request You need something that doesn't exist yet in the library. The team will assess whether it can be created, prioritized, or if an existing material can be adapted.

1. Go to Get Help Click Get Help in the left navigation. You'll see both an FAQ section and the request form.
2. Choose your request type Select the category that best fits your need. This routes your request to the right person on the program team.
3. Fill in the details Describe your request clearly. Include any relevant context: the material you're referencing, your organization, your community, and any deadline you're working toward.
4. Attach files if needed You can upload reference files, example images, or screenshots directly in the form. Accepted formats: PDF, PNG, JPG, DOCX.
5. Submit and wait for confirmation You'll receive an email confirmation with a request number. Keep this for your records. The team will follow up within 2 business days.

Before you submit: Check the FAQ first — many common questions are already answered there, and you may get a faster answer than waiting for a response.

• Confirmation email within a few minutes of submission

• First response from the program team within 2 business days

• Customization requests typically take 5–10 business days depending on complexity

• Technical issues are usually resolved within 1–3 business days

• You can view the status of your requests on your Account page

Urgent needs: If you have an urgent deadline, mention it clearly in your request. Include the specific date and why the timeline matters.