Support

Have questions with the Upsolve process or software? Find answers here!

I forgot my password. What should I do?

On the page where you're supposed to enter in your password, you should see an option to reset your password. Click that option. If you're confused, call us at (347) 850-2656. 

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I’m trying to upload my tax returns and it’s not working. What should I do?

Please wait five minutes and refresh your screen. If you're still having problems, call us at (347) 850-2656. 

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Do you help with amended filings?

If you did not use Upsolve to file for bankruptcy in the first place, we cannot help you with amended filings. If something came up in your bankruptcy case and you need to amend your filings, please email help@upsolve.org. We'll direct you to the best next steps. 

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Do I need a password to log in?

Upsolve only requires you to use a password when you log into your questionnaire. For everything else, you only need to use your email address. 

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Do I have to do the whole survey in one sitting?

No. You can quit out and come back to it anytime. We'll save your information. Most debtors finish the questionnaire, document upload, and course 1 within 5 days. 

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I made a mistake on my questionnaire. What am I supposed to do?

Don't worry, you're going to have a chance to review all of your answers. You can correct your mistake there. Just keep a note of your mistake and keep following the Upsolve directions.

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Can I do this next week or later?

Yes. You can quit out and we'll save your information. Just make sure you don't forget about Upsolve. Many debtors leave, forget, and don't get a fresh start. 

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I created an account. What’s the process now?

You need to start the questionnaire! Follow our directions to get there. 

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How do I go back in the questionnaire?

Please press the back button in the top left hand corner of your screen. It will allow you to go back and edit previous questions. 

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Can I make edits later in the process?

Yes, you can definitely make edits later in the process. But please try to answer all the questions correctly the first time around to save time. You are the one filing your own forms, so you will always have full ownership around filing your own forms.  

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Can I go back?

Once you have started answering questions in the interview, you cannot go back and adjust past answers without losing your work. 

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How do I save information I've already inputted?

Everything you input is automatically saved. Feel free to leave and come back. 

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Can you help me if I'm not computer literate?

Unfortunately, we cannot help you if you're not computer literate. Please try going to your local legal aid. 

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I can't move on. What should I do?

Try these things: 1. Make sure you're in Google Chrome. If not, try again in Google Chrome. 2. Refresh your screen.  3. Log out and then log back in. 4. Try logging on in Incognito mode on Google Chrome. If none of these work, let us know.

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My screen is frozen and not working. What should I do?

First off, we're so sorry! We try to get better every day. Try these things to fix your problem: 1. Make sure you're in Google Chrome. If not, try again in Google Chrome. 2. Refresh your screen.  3. Log out and then log back in. 4. Try logging on in Incognito mode on Google Chrome. If none of these work, let us know.

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My screen is blank, what should I do?

First, make sure you're not using Internet Explorer or Microsoft Edge as your web browsers. If you are, please try using another web browser like Google Chrome. 

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Can I start over?

Yes! Just click "Start from beginning" at the bottom of the questionnaire.

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Upsolve is a 501(c)(3) legal aid nonprofit that started in 2016. Our mission is to help low-income Americans in financial distress get a fresh start through Chapter 7 bankruptcy at no cost. We do this by combining the power of technology with attorneys. Spun out of Harvard Law School, our team includes lawyers, engineers, and judges. We have mission-driven funders that include the U.S. government, former Google CEO Eric Schmidt, and private charities.

To learn more, read our reviews from past clients, or read our press coverage.

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