What should I do if my reimbursement is On Hold?

You should review the information requested and submit any additional documentation as soon as possible. Promptly providing the requested information can help prevent further delays in the review process.

What happens if I do not respond to an On Hold request?

If additional documentation is requested and no response is received within 30 days, your reimbursement request may be automatically denied. If that happens, a new reimbursement request will need to be submitted.

Why was my reimbursement denied?

Denials may occur for several reasons, including missing or insufficient documentation, ineligible purchases, or submitting a purchase under the wrong reimbursement category. A denial notice will explain the reason for the decision.

How do I submit an appeal?

Log in to your EMA account and find the denied reimbursement. Select the Appeal option and provide any additional information or supporting documents being requested. Appeals must be submitted through EMA and cannot be reviewed through email or other customer service channels.

Will reimbursements be completed before the submission deadline?

Step Up For Students continues to process reimbursement requests throughout the year, and we work to review submissions as quickly as possible. You should ensure all required documentation is submitted and respond promptly to any requests for additional information to help avoid delays.

Where can I find more information about reimbursements?

Check out our helpful video for tips to help you successfully submit your reimbursement request.

Additionally, detailed guidance about reimbursement eligibility, required documentation, reimbursement statuses, appeals, and processing timelines can be found in the Family Handbook and Purchasing Guide for your scholarship program.