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Frequently Asked Questions

Applying for Assistance Online and Checking the Status of Your Application

Applying for Assistance Online

Creating an account to check the status of your application

Updating Your Personal Information

Accessing Your Information

Error Messages

Applying for Assistance Online

How do I apply for Disaster Assistance?
FEMA offers two ways to apply for disaster assistance. The newest is to apply on-line through the DisasterAssistance.gov website - Register for Assistance. The traditional way is to call FEMA, 1-800-621-FEMA (3362) and register over the phone or TTY 1-800-462-7585 for the speech and hearing impaired.

What are the hardware (system) and software requirements for accessing and filing a disaster registration?
A computer that has access to the Internet and FireFox 1.0, Netscape 8.0, AOL 9.0, Safari, and Microsoft Internet Explorer 6.0 as its Web browser should work efficiently with the FEMA Internet RI system.

We further recommend a minimum Pentium III and 128 mb of Ram for IE 6.0, with an actual minimum requirement of a 486/66 MHZ processor, Windows 98, Windows ME, Windows NT 4.0, Windows 2000, or Windows XP.

In addition, for Win 98 we suggest 16 MB of RAM, Windows ME 32 MB of RAM, Win NT 32 MB of RAM, Win 2000 32 MB of RAM, and Win XP 32 MB or RAM.

For monitors, we recommend a Super VGA (800 X 600) or higher resolution monitor with 256 colors.

If I do not have a computer at home, how can I apply using the Internet?
You can apply online from any computer that uses Microsoft Internet Explorer 6.0 for access to the internet. If you don't have a home computer, you can check with your local library, community center, or family/friends for an available computer to access the internet.

Does the registration software have a time-out feature?
Yes. The registration software will time-out after 45 minutes of no activity. If you “time-out” during the registration process, your registration will not be saved. If this happens you have three options:

  1. When your connectivity is restored, begin your registration again,
  2. Call the FEMA Technical Helpdesk at 1-800-745-0243,
  3. Call 1-800-621-FEMA (3362) and complete a registration over the phone.

What if I lose my internet connection during the registration process?
There are two options available if you lose your internet connection during the registration process:

  1. If your registration did not complete, when your internet connection becomes available, start the registration over and reenter the information,
  2. Call the FEMA Technical Helpdesk at 1-800-745-0243,
  3. Call 1-800-621-FEMA (3362) to complete your registration over the phone.

Where can I obtain technical assistance for filling out the registration?
If you need technical assistance completing the FEMA Internet Registration, you can call the FEMA Technical Helpdesk toll-free number: 1-800 745-0243. This line availability corresponds with the hours for teleregistration.

If I register more than once for a specific disaster will it delay the processing of my registration?
Yes, registering more than once for a specific disaster will delay the processing of your registration because duplicates must be reconciled before processing is initiated.

Can I print the electronic registration form, complete it, and mail it to FEMA?
No. We do not accept any registrations through the mail.

Can I print a copy of my completed registration?
No. A copy of your completed registration will be sent to you through the mail within two weeks along with a pamphlet titled, "Help After a Disaster, Applicant's Guide to the Individuals and Households Program ". This pamphlet should answer many of the questions you may have regarding FEMA's program.

How will I know if my electronic registration was received?
At the end of the registration process, you will receive a confirmation screen informing you that your registration is complete, along with a 9 digit registration ID number. Within two weeks you will receive through the mail a copy of your registration, and a pamphlet titled, "Help After a Disaster, Applicant's Guide to the Individuals and Households Program ".

When will I hear about the status of my registration and whether or not I'm eligible for assistance?
Within two weeks of submitting your registration to FEMA, you will receive by mail a copy, along with a pamphlet titled, "Help After a Disaster, Applicant's Guide to the Individuals and Households Program ". This pamphlet should answer many of the questions you may have regarding FEMA's program.

If your registration is issued to an inspector to evaluate your damages, an inspector will be in contact with you within seven to fourteen days of registering. Following the inspection, you will receive a letter in the mail advising you of your eligibility. If you are eligible for assistance, you will receive the eligible amount either through the mail by check, or through direct deposit into your checking or savings account, depending on how you responded to the Electronic Funds Transfer question during registration.

How do I update my application with my new phone number or personal information?
Call the FEMA Disaster Helpline at 1-800-621-FEMA (3362) (hearing/speech impaired ONLY-call TTY: 1-800-462-7585), or visit a Disaster Recovery Center.

What if I forget my registration number?
Your Registration ID Number is displayed on all correspondence sent to you by FEMA. However, if you are corresponding with FEMA and cannot find your number, you can call the FEMA Helpline at 1-800-621-FEMA (3362).

Creating an Account

Do I have to register on-line to be able to create an account and access my personal application information through the internet?
No. To set-up account access go to the Online Individual Assistance Center, Select "Review your Application", then select "Create My Account"

May a FEMA representative create my personal account access for me?
No,a user must establish their own account. If you have difficulty setting-up your Account Access call the Technical Assistance Desk at 1-800-745-0243.

How can I create my personal account to access my FEMA application(s) on-line?
From the "Conclusion" screen of the on-line disaster assistance registration click "Create Account" or * Go click on "Register Online", Select "Review your Application", then select "Create My Account"

I changed my e-mail address since I registered for disaster assistance. Can I use a different e-mail address to create my personal access account?
Yes. When you create your personal account access your PIN will be sent to the email address you identify on your access account creation.

What information is needed to create my personal account access?

(Note: To access your FEMA application, the name, address, and personal information must be the same as that used to register for disaster assistance.)

Is “Organization" a required field? What does it mean?
It is not a required field and should be ignored by individuals registering to access their personal account information. The assistance center is also used by groups that are applying for other FEMA programs. This field provides a location for the user to identify the organization they represent.

Is an e-mail address required to Create My Account Access?
Yes. You must have an email address to create your account access. Your e-mail address is the only way a PIN can be sent to you; the PIN is required to access your personal account. You may wish to consider creating an email address through one of the numerous public providers.

When I got to the end of my registration a message said I had not completed entries in certain fields; I followed the instructions and edited the required fields; do I have to go through every screen again to get to the end of my registration?
No. You must click on the “NEXT" button to retain your entries; this will take you to the next screen. From there use your “Mouse" and click on the “Income" tab at the top of your screen, this takes you to the last screen in the registration; click “NEXT" to complete the registration process.

How is a PIN created?
The PIN is a four character computer-generated item that is created and sent to the e-mail address provided when you created your application access account.

How do I get a PIN and how long will it take?
Your PIN is sent when you register for access to your Personal Account or when you change your Password. You should receive your PIN at the email address listed on your account creation within 24 hours.

Updating Your Personal Information

Can I update my information through my personal access account?
You can save time and do many of the same things online that you can do over the phone, including:

My e-mail address has changed. Do I need to update my personal account access? How?
This is your choice. The email address identified when the account was created is used any time you update or forget your User ID, Password, or Pin. To change your email address a new Access Account will need to be created.

Accessing Your Information

Can I access my FEMA application information through the internet?
Yes. Go to the DisasterAssistance.gov website. From this site you will be able to: * Register for Assistance * Access your personal account information

Why do I have to wait 24-hours from the time I receive my PIN to access my account information?
You are asked to wait 24-hours to ensure sufficient time for all your application information to become viewable in the Individual Assistance Center.

Once I have a PIN, what additional information is needed to access my file?
To access your personal account information you will need: * your Username (User ID) *Password * PIN *Social Security Number

Can anybody access my internet personal account?
No. To access your personal account the user would need your User ID, Password, and PIN. The only way anyone else would have this information is if you provide it to them. FEMA will never contact you and ask for your User ID, Password, or PIN and strongly recommends they not be shared.

What do I do if I forget my username, password, or PIN?
Go to www.DisasterAssistance.gov, click on the “Start Registration," select "Review your Application", then select "Request Password or PIN" or "Request Username".

I created my account but can't access my personal information, what should I do?
It may take up to 24 hours before your account access is available. If it has been more than 24 hours since you received their PIN, Go to "Apply for Assistance Online ", click on the “Register Online," select "Review your Application", then select "Request Password or PIN". If the problem continues contact the Technical Assistance Desk at 1-800-745-0243.

Does the registration or file access have a time-out feature?
Yes. It will time-out after 45 minutes of no activity. Entries made before the system "time-out" will not be saved. When your connectivity is restored, you will need to re-enter your information.

What information can I see through my personal account access?
You will be able to see your * Eligibility status by category * Payment schedule date and amount of eligible assistance (if applicable) * Addresses and phone numbers currently in your file * Insurance types, policy numbers * Contact numbers on record * Information requested from you by FEMA * Correspondence received from you (the document itself will not be viewable) * Correspondence sent to you by FEMA (the document itself will not be viewable) * Agency referrals (all agency referrals for the disaster will be viewable) * the Status of any inspections conducted by FEMA (details of the inspection are not viewable)

Can I view or print a copy of letters sent to or from FEMA?
No. At this time you can not view or print a copy of letters from FEMA or any responses you may have provided.

I don’t understand the information on these pages, is there any help available offering further explanations?
Yes. When Registering for assistance Help scripts are available by clicking on the field title. When viewing information about your personal account a Help script is available in the upper left corner of each screen. Some field descriptions are also available.

I was previously assisted by FEMA. Can I view information in all the disasters I've applied?
No. Online information is only available for disasters declared after November 1, 2002. If you need information from your file for a disaster declared prior to November 1, 2002 you should contact FEMA Helpline at 1-800-621-FEMA(3362) or TTY 1-800-462-7585.

Error Messages

I received an error message stating "Image Identification Failed", what should I do?
Re-establish your connection and try again.

I received a message stating my credentials were not valid, what does this mean?
This message means you made an error when entering your User ID, Password, or PIN. Re-enter the information and try again Remember the login fields are case sensitive.

I received an error message stating "Your identity cannot be verified", what should I do?
The system was unable to verify your information. You will not be able to access your personal account information over the internet. For information about your disaster assistance application call the FEMA Helpline at 1-800-621-FEMA (3362).

I tried to set-up access to my personal account information but received an error message stating I "did not pass quiz". What does this mean and what should I do?
This message means your response to the question asked did not match information on record.  You can re-establish your connection and try again or call the FEMA Helpline at 1-800-621-FEMA (3362) for information about your case.

What do I do if I get a different error message?
Follow the instructions provided. If the instructions fail, contact the Technical Assistance Desk at 1-800-745-0243 for help.

Last Modified: Wednesday, 31-Dec-2008 09:41:34 EST