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ACCESS HRA Frequently Asked Questions

SNAP Application Frequently Asked Questions
Cash Assistance Application Frequently Asked Questions
HEAP Application Frequently Asked Questions
Medicaid Application Frequently Asked Questions

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General ACCESS HRA Help

Who should I contact if I have an emergency?

For help with an emergency, please dial 911. To contact a City Agency, or to inquire about other City government services, please dial 311.

What is ACCESS HRA?

ACCESS HRA is an online benefits portal and mobile app for New York City residents. With ACCESS HRA, you can apply or recertify for many HRA benefits, submit documents for your application, manage your case, and much more. You can also submit and keep track of your documents using the NYC ACCESS HRA mobile app.

What can I apply or recertify for online?

ACCESS HRA users can apply and recertify for:

  • Cash Assistance (CA), also known as Temporary Assistance (TA) or Public Assistance (PA)
  • Supplemental Nutrition Assistance Program (SNAP)
  • Medicaid and the Medicare Savings Program (MSP)
  • Fair Fares NYC

ACCESS HRA users can apply for:

  • Home Energy Assistance Program (HEAP)

Clients can also apply for and manage their Child Support using the NYC Child Support – ACCESS HRA app.

How can I find out if I'm eligible?

Clients interested in finding out if they are eligible for HRA and other NYC programs can screen for benefits, print forms, and learn about other programs on ACCESS NYC.

I do not live in New York City. Can I use ACCESS HRA to apply/renew my benefits?

No. If you are a New York State resident, but don't live in New York City, you can use the following sites to learn about benefit programs or apply for benefits:

myBenefits is an online tool for New York State residents. Users can apply online for the Supplemental Nutrition Assistance Program (SNAP), the Home Energy Assistance Program (HEAP), and/or Public Assistance; recertify for SNAP and/or Public Assistance; Report Changes; and View Case Details. Users receiving SNAP can also check their EBT balance, and anyone can take the quick Prescreen Eligibility questionnaire to check possible eligibility for several state and federal benefit programs.

New York State of Health is a Health Plan Marketplace. Individuals, families, and small businesses can use it to buy health insurance. It lets you shop for and compare many health plans.

When applying/recertifying via ACCESS HRA, can I save my application and come back later?

Yes. ACCESS HRA lets you fill out part of the form and then save it. You can come back later if you are not able to complete the form in one sitting.

How do I navigate through ACCESS HRA?

Where can I find information on applying for SNAP (food stamps)?

Visit the SNAP Application Frequently Asked Questions for more information.

Where can I find information on applying for Cash Assistance?

Where can I find information on applying for Medicaid?

Visit the Medicaid Application Frequently Asked Questions for more information.

Where can I find information on applying for HEAP?

Visit the HEAP Application Frequently Asked Questions for more information.

Where can I find information on applying for Fair Fares?

Visit the Fair Fares Frequently Asked Questions for more information.

Where can I find information on how to enroll for or manage Child Support Services?

Visit the Child Support Services Important Information page or the Frequently Asked Questions for more information

Is ACCESS HRA available in other languages?

ACCESS HRA is available in seven languages: English, Spanish, Chinese, Korean, Haitian Creole, Russian, and Arabic. Simply select your language of choice at the bottom right corner of any ACCESS HRA page. If you are having trouble viewing the program in any of these languages, you can click the 'Contact Us' link at the top of every page or dial 311 and ask for 'ACCESS HRA.'

How do I contact the ACCESS HRA Help Desk?

If you are experiencing a technical issue with ACCESS HRA, please go to the "Contact us" button at the bottom of the ACCESS HRA homepage to send a message to the ACCESS HRA help desk.

For general questions or issues with ACCESS HRA, you can also email the ACCESS HRA Helpdesk: accesshrahelpdesk@dss.nyc.gov. For technical issues with ACCESS HRA, email the Helpdesk: accesshrasuppapp@dss.nyc.gov.

In the message, please include a screenshot of the error, a description of the issue and the ACCESS HRA username.

Currently, we cannot provide information on the status of your applications or case through the ACCESS HRA Help Desk.

You can also dial 311 and ask for 'ACCESS HRA' at anytime.

How do I get directions to a program office?

On the office locations page, you can see a list of centers for each program and their location. The map will show exactly where the office is located in the neighborhood. Subway lines and stations will be shown on the map for convenience.

How do I get information about the documents I may need to apply for a program?

After logging in to ACCESS HRA, on the "Documents" page, you can see a list of document guides by program on the "Document Help" tab. This will show the types of documents needed to apply for each program.

How do I return documents through ACCESS HRA?

You can return documents using the NYC ACCESS HRA mobile app. This is a self-service app that allows you to manage your case on the go. Simply log in to the app with your ACCESS HRA account, go to the "Required Documents" tab and use the "Upload Now" button to get started.

SNAP and CA clients who do not have an account on ACCESS HRA can also use the NYC HRA Document Upload mobile app to return documents.

Both apps are available via the Apple App Store or Google Play Store. For more information, visit the ACCESS HRA Mobile page

Currently, clients who want to return documents online must use the mobile apps. ACCESS HRA does not allow clients the option to return documents using the website on their computer.

User Account

Can anyone create an ACCESS HRA account?

Yes! Anyone can create an account using an email address or a username and a password.

Do I have to create an account to apply for or recertify my benefits?

Yes. Although some information is available on ACCESS HRA without creating an account, to keep your information safe, applications for benefits are only available when you are logged into an account.

Do I have to have an email address to create an ACCESS HRA account?

No. You can simply have a username and password to create an account. Some users choose to use their email address as their username.

What happens if I forget my User ID?

If you forget or lose your User ID, you will need to create a new user account and connect your new user account to your case information using the "Find My Case" feature on ACCESS HRA.

What happens if I forget my password?

If you forget or lose your Password, select the 'Forgot Password' link on the ACCESS HRA Login page to recover your password. You will need to answer the security question you made when you created your account to recover your password. For security reasons, the ACCESS HRA Help Desk cannot reset passwords or look up old passwords.

MFA on ACCESS HRA - Essentials

What is Multi-Factor Authentication (MFA)?

Multi-Factor Authentication (MFA), also called a One-Time Passcode (OTP), is an authentication method that asks a user to provide two or more factors to access an account online.

Why do I have to use Multi-Factor Authentication (MFA) on ACCESS HRA?

When you set up MFA, it will make sure that the person logging into your account is really you.

When do I have to use Multi-Factor Authentication (MFA) on ACCESS HRA?

Anytime you connect your case information to a new account. When you use ACCESS HRA, you can view your HRA cases or applications from the past 12 months by connecting your case or application information to your username. Once you connect to your case or application, you can always view the information again later by logging in with the same username. You'll need to use MFA if you forget your username and try to create a new one. Once you create a new account and connect to your case information, we will ask you where you want us to send your one-time code to make sure it's really you.

What factors could I use to log in?

After entering a password, an example of a second factor might be a verification code sent by text or email.

How long will the one-time passcode last?

ACCESS HRA one-time passcodes are valid for 20 minutes. After 20 minutes, that specific one-time passcode is no longer valid, and the user must request a new one. There is no limit to how many codes a user can request, but after 5 unsuccessful attempts, users will need to wait 15 minutes before requesting a new code.

What phone number will the code come from?

ACCESS HRA one-time passcodes sent via voice call will come from 929-221-0095. One-time passcodes sent via text message will primarily come from 87175, but can also come from 98945 or 66952.

How many digits will the code be?

ACCESS HRA one-time passcodes sent via text message or voice call will be 4 digits; one-time passcodes sent via email will be 5 digits.

MFA on ACCESS HRA - Set-Up

How do I set up the verification method?

To set up MFA for your ACCESS HRA user account:

  • Go to ACCESS HRA (nyc.gov/accesshra) and log in/create an account.
  • Go to the user profile by clicking on the arrow next to the user account name in the top right corner.
Access HRA Medicaid renewal page with the 'Profile' dropdown circled in red
  • Once logged in, check the "User Account" section to make sure you are connected to your cases.
Access HRA User Account page with 'Linked to HRA Benefits: Yes' circled in red
    • If "Linked to HRA Benefits" says "No," you will need to go to the "Home" page, click on "Find My Case," and follow the on-screen instructions.
  • Scroll down to the bottom of the page where it says "Contact Information for Security" and click "Update."
Access HRA User Account page with 'Update' circled in red in the Contact Information for Security section
  • Follow the on-screen instructions.

Can I set up more than one verification method?

Yes. We recommend that you set up both factors so that if you are not able to access one method, a back-up method is still available.

Can I change my MFA verification method?

Yes! After you log in, go to your user profile, scroll down to the bottom of the page where it says "Contact Information for Security" and click "Update."

Can I register more than one email/phone number for authentication?

Not at this time.

MFA on ACCESS HRA - Troubleshooting

What if I get locked out of my account?

To regain access to your account:

  • Go to the "Contact Us" page located at the bottom of the ACCESS HRA web page. (You do not have to be logged in.)
Access HRA toolbar; sections include 'Contact us, Terms of Use, and Privacy Policy'
  • Find the "What is your reason for contacting us?" drop-down menu and select the question "I need to verify my identity and am having trouble accessing my recovery email address and/or phone number."
Image of the 'How can we help you?' dropdown on the Access HRA page with 'I need to verify my identity and having trouble accessing my recovery email address and/or phone number' selected
  • Follow the steps on the online form.

I no longer have access to my registered email address/phone number. Can I change my MFA method to my new email/phone?

Yes! After you log in, go to your user profile, scroll down to the bottom of the page where it says "Contact Information for Security" and click "Update."

Online Applications

Why can't I print my application form from ACCESS HRA?

Your computer must be connected to a printer. If your computer is not connected to a printer, you can use the "Save & Exit" button to save your place in your application so that you can return to ACCESS HRA to print your application form from a different computer. You can view a copy of your completed application summary form on your "Home" page underneath the "My Benefit Dashboard" under the tab "My Applications" in the "Submitted" section.

What information do I need to complete an online application?

The information needed can vary from one program to another. Generally, you will need information about your address, household, income, expenses, and school enrollment to answer questions in ACCESS HRA.

I have already submitted a paper application. Do I need to apply online?

You may not need to apply again if you have already submitted a paper form for benefits to HRA. Cash Assistance and SNAP applicants must complete an interview before completing the application process. You can check the status of your application on ACCESS HRA after you have connected your HRA profile, or you can contact Infoline for further information at 718-557-1399.

I have already submitted a paper recertification. Do I need to submit an online recertification?

You do not need to recertify again if you have already submitted a paper form for your expiring benefits to HRA. Cash Assistance and SNAP recipients must complete an interview prior to completing the recertification process. You can check the status of your recertification on ACCESS HRA after you have connected to your HRA profile, or you can contact Infoline for further information at 718-557-1399.

Where can I find information about the status of my case, next payment, upcoming appointments, and documents I need to return?

Online

On ACCESS HRA, you can view the status of your case(s), payments, appointments, documents, and much more. The "Home'' page has a summary of your case record. You can click on a card to view more details for a case.

Case History: You can view all cases for the last 12 months, along with the status of each case on your "Home" page.

Case Details: You can view when your recertification is due, request a budget or coverage letter, household members on your case, and more by going to the case card and clicking the "View Details" option.

If you have further questions about the status of your application or recertification, you can contact Infoline at 718-557-1399.

Call us

Call HRA's Infoline at 718-557-1399 for more information.

Visit your nearest Center

You can also go to your nearest Center and request information about your case.

Where can I see my notices and documents that I sent to HRA?

Notices

You can see what notices you recently received for your case by logging onto ACCESS HRA and selecting "E-notices" from the menu at the top of the page. If you are enrolled in 'Paperless notices', you must read all notices issued to your case within 30 days. Failure to do so will result in your disenrollment in Paperless notices.

Please note: Not all notices for your case are shown on this page. Certain notices will only be received by mail at your 'Mailing Address' on file. To view a notice, click the 'View Notice' icon.

Documents

You can see documents you recently submitted to HRA for your case by logging onto ACCESS HRA and selecting "Documents" from the menu at the top of the page.

If you have not linked to your ACCESS HRA account with your Human Resources Administration (HRA) case, you will be presented with the "Find My Case" page where you will be asked to enter Date of Birth and Social Security Number OR Client Identification Number (CIN) OR Fair Fares ID. This will allow HRA to locate your case information.

I submitted documents to HRA already, but they are still showing as "Documents I need to Return". Why?

If you submitted your documents to HRA, it is possible that it has been received but it hasn't yet been added to your case file by an HRA worker. You can see documents HRA has recently received on the "Documents" page under the "My Uploads" tab. Please remember that documents must be reviewed for accuracy and completeness, and accepted by a HRA worker before eligibility requirements can be met. If you are concerned, you can also visit your local center and request a document receipt after they are submitted.

How can I return documents back to HRA?

After you submit your application, a list of documents you may need to provide the Human Resources Administration (HRA) will be shown. This list may be different for each household, depending on what information you provided in your application.

You can return documents to HRA using the ACCESS HRA mobile app, in person at a center, by mail or fax.

Using a mobile device; such as a smartphone or tablet

You can submit using the ACCESS HRA mobile app

In person, by fax, or mail

I'm trying to connect to my HRA case, but keep getting an error. What am I doing wrong?

When you are connecting to your HRA case, it is important to remember the following:

  • If you are the Head of Case, you must enter your date of birth and either your Social Security Number (SSN) or your Client Identification Number (CIN) for HRA to locate your case.
  • If you are a Payee on a case, and do not have an SSN, you can enter your date of birth and your Client Identification Number (CIN).
  • If you are a Payee on a case and do not know your CIN, you can enter the date of birth and the SSN or CIN of any child on the case or another adult on the case.

How do I request a reasonable accommodation?

Please follow the instructions found on the Disability Access page. If you have additional questions, please contact Infoline at 718-557-1399.

I received a notice that says I can recertify my case on ACCESS HRA, but I keep getting an error that I am not in my Recertification Period. What is wrong?

If you received a notice from HRA informing you that you can recertify your case online but you receive an error message informing you that you are not in your Recertification Period, you should try again in a few days. Due to mailing times, it is possible that you received your notice early and the system is not open for your recertification period yet.

How can I complete my interview?

After submitting your application/recertification for Cash Assistance or SNAP, you should have received instructions on completing your interview. Please follow the instructions you received, as HRA will not contact you to schedule your interview.

I moved out of NYC, how do I cancel my benefits?

If you are moving out of New York City and would like to cancel your benefits, Cash Assistance and SNAP recipients can make a request to have their case closed on ACCESS HRA by going to the case card on the "Home" page and clicking "View Details." There, you will see a link to "Request to Close Case."

Medicaid recipients can use form MAP-751W to get a copy of the form to return to request to close their case.

If you are unable to use ACCESS HRA, you can also call Infoline at 718-557-1399 to let HRA know that you are moving, and an agent can assist with your case closing request.

How do I update information in my case record, such as address, email address, phone number or add a person to my case?

To update your email, mailing address, and/or phone number

You can update this information online by clicking on the dropdown option located at the top right section of the page, next to your username or email address and selecting "Profile". To edit your information, click the "Update" button on the "Contact Information" section.

Medicaid-only clients should use the MAP-751K form to submit mailing address or phone number changes or call the Medicaid Helpline at 888-692-6116 to update their mailing address or phone number with the Medicaid program.

If you have not linked to your ACCESS HRA account with your Human Resources Administration (HRA) case, click on "Find My Case" and you will be asked to enter Date of Birth and Social Security Number OR Client Identification Number (CIN). This will allow HRA to locate your case information.

To update your Residence Address

If you have recently moved and need to update your address, please call Infoline at 718-557-1399 as soon as possible. You can also contact your center to make this update.

Medicaid-only clients should use the MAP-751K form to submit residence address changes or call the Medicaid Helpline at 888-692-6116 to update their residence address with the Medicaid program.

To add a person to your case

If you want to add a person to your Cash Assistance case, you must go in person to your local center to complete this request.

If you want to add a person to your SNAP-only case, you can call Infoline at 718-557-1399 or go in person to your local center to complete this request.

If you want to add a person to your Medicaid-only case, you can call the Medicaid Helpline at 888-692-6116 to request a change request form MAP-751W.

Where can I register to vote?

You can register to vote at any HRA Center or PC Bank. Ask any staff person in the PC Bank for a Voter Registration form, complete and sign it and drop it in the convenient basket. We will mail it to the Board of Elections for you. Or, if you prefer, you may print and mail the form from your own home as part of your submitted Application or Recertification. Complete and mail the form to the Board of Elections, 32 Broadway, 7th Floor, New York, NY 10275-0067. If you would like to contact the Board of Elections for information, call 866-VOTE-NYC; TTY 212-487-5496.

How do I know my Rent was paid?

If HRA is making rent payments as part of a Cash Assistance case, view the list of payments on ACCESS HRA.

Information about other programs

Know Your Rights: Do you receive housing benefits?

It's illegal for landlords to refuse to rent to you. Learn more about your rights.

What is the NYC Rent Freeze Program?

Learn more about the NYC Rent Freeze Program.

What is the Bill Payer Program?

The Department for the Aging's Bill Payer Program helps older adults make sure their bills are paid on time and their money is safe. Learn more about the Bill Payer Program.

What is the Affordable Connectivity Program?

The Affordable Connectivity Program (ACP) helps low-income households pay for internet service and internet connected devices.

If you qualify for ACP, submit an application. Once approved, you must go to your internet service provider to actually enroll. Learn more and apply for the ACP.