While we would love to support users of client programs directly, this is not practical due to the volume of users per program. It is also important that your organisation remains the primary point of contact for your program.
There are several ways you can support your users effectively.
Provide self-help resources
- Direct applicants to the Ultimate guide for applicants
- Direct reviewers to the Ultimate guide for reviewers
- Share the Ultimate guide to user passwords for login issues
These guides answer many common questions and reduce support requests.
Set expectations with content blocks
- Use a content block such as the applicant home info box
- Clearly state your support hours and response times
This helps users understand when they can expect assistance.
Share the system status page
- Provide a link to status.goodgrants.com
- Encourage users to check the page before contacting support
The status page is updated regularly when platform issues occur.
Share basic troubleshooting steps
Most user issues relate to browsers, devices, or connectivity. Sharing simple troubleshooting advice can resolve many problems.
Browser and device checks
- Refresh the browser
- Clear the browser cache
- Try a different browser
- Try a different device
Cache clearing guides
- Chrome – Clear browsing data
- Safari – Clear your browsing history in Safari on Mac
- Firefox – How to clear the Firefox cache
- Microsoft Edge - How to clear browsing cache and cookies
- Opera – Clear browsing data
Upload troubleshooting
- Close other applications to improve bandwidth
- Switch to a wired internet connection if Wi-Fi is unstable
Good to know
- Good Grants does not provide direct support to applicants or reviewers.
- Your organisation should remain the visible owner of the program.
- Clear expectations reduce frustration and repeat enquiries.
- Most issues can be resolved without technical intervention.
- Proactive guidance significantly lowers support volume.