The Financial Aid Office fields many questions about general technical troubleshooting. While we will can try to help students with common or simple issues, you may be better served by using this short guide to connect with more appropriate resources.
- If the problem is with with a Solano-specific program like FalconNest, resetting your password, solano.edu, your student email, and so on, you should start by searching the solano.edu website for troubleshooting advice. If you're still having trouble, open a ticket with our IT department by emailing HelpDesk.
- If the problem is with the FAFSA form, the Financial Aid Office may be able for more common or simple issues. For complicated or unusual problems, you'll likely need to contact the FAFSA helpline. They are open until 6 p.m. PT on Mondays, 5 p.m. on Tuesdays and Wednesdays, and 3 p.m. on Thursdays and Fridays. They also have email and live chat.
- Tip: Be persistent and patient in requesting phone assistance. If you are having a difficult time getting an agent on the phone, consider using the text-based live chat to request assistance on phones; they may be able to send an additional agent to cover phones and answer your call.
- If you need help with digital literacy skills, (e.g., using Google Docs to create a presentation or getting the most out of email), check out Google Applied Digital Skills.
- Librarians are excellent generalist troubleshooters. If they can’t help you solve a problem directly, they will be able to recommend a resource or a place to begin your search.
- The SCC library is open until about 7 p.m. on most days and can also be reached by email. They also have a 24/7 helpline where, if a Solano librarian is not available, you will be helped by a librarian from another institution.
- Libraries in major cities have free, live helplines you can ask for help. For example, the SFPL Ask a Librarian service can be reached by email, phone, live chat, in-person, and via text. SFPL also offers free assistance with homework to those with a library card.
- You do not need to be a San Francisco resident to get an SFPL library card. You only need to be a California resident and present an ID at any SFPL location.
- If you’re having non-technical help or just want to explore resources that may be beneficial, check out the Basic Needs Linktree.