Frequently Asked Questions

Technology FAQs

  1. What Internet browsers are compatible with your site?
  2. Why can't I access the information under GuideStar Basic, GuideStar Select, or GuideStar Premium, even after I have logged in?
  3. Do I have to delete all my cookies to access GuideStar Basic, GuideStar Select, or GuideStar Premium?
  4. Why can't I log in?
  5. I forgot my password. How can I log in?
  6. How do I change my e-mail address?
  7. How do I change my password?
  8. What if I don't know which e-mail address I used to log in the first time?
  9. My password is not working.
  10. Do I have to log in every time I come to GuideStar?
  11. Whom do I contact for technical assistance?
  12. What is a firewall or proxy server and how does it affect my access to GuideStar Basic, GuideStar Select, and GuideStar Premium?
  13. When I try to sign up, I get a message that says, "Can't create duplicate account."
  14. I've filled out all the required fields on the registration page but can't find a Submit button.
  15. I do not see buttons on the page when I'm trying to purchase a product.
  16. The full reports don't look as nice when I print them as they do on my screen. How do I fix that?
  17. How do I access my subscriptions?
  18. Why doesn't our user name and password work for our subscription products?
  19. Can we share one user name and password for our subscriptions?
  20. Why are some pages of a Form 990 blank when I print it?
  21. Is your site accessible for individuals with disabilities?

Answers:

1. What Internet browsers are compatible with your site?

The GuideStar site is best viewed with Internet Explorer 5.5 or Netscape 6.0 or higher. Upgraded versions of both of these browsers can be downloaded directly to your computer from the Internet at no charge. To download the latest version of Netscape, go to www.netscape.com. To download the latest version of Internet Explorer, go to www.microsoft.com/ie.

2. Why can't I access the information under GuideStar Basic, GuideStar Select, or GuideStar Premium, even after I have logged in?

In order to view GuideStar Basic, GuideStar Select, or GuideStar Premium information, including Form 990 images, your Internet browser must be set up to accept cookies. If your browser is set to reject cookies automatically or to prompt you to accept or reject cookies, you won't be able to view GuideStar Basic, GuideStar Select, or GuideStar Premium information until you change your settings. Also, GuideStar Select and GuideStar Premium are fee-based services; only subscribers can access information through them.
  1. Launch your browser.
  2. Click Tools in the top toolbar.
  3. Click Internet options.
  4. Click Privacy tab.
  5. Set your security settings to high, medium, or low.
  6. Select Edit.
  7. Type in www.guidestar.org.
  8. Click Allow.
  9. Click OK.
  10. Close your browser.
  11. Open a new browser.
  12. Log in.

3. Do I have to delete all my cookies to access GuideStar Basic, GuideStar Select, or GuideStar Premium?

No. The process outlined in question 2 will enable cookies on the GuideStar site only and will have no effect on your ability to enable or disable cookies from any other site you visit.

4. Why can't I log in?

Be sure that you are using the e-mail and password you registered with. Your password is case sensitive—type it exactly the way you typed it when you registered. For example, "my3paSsworD" is not the same as "my3password."

If you are using Internet Explorer 5.5 or higher or Netscape 6.0 or higher, are sure that you are using the correct e-mail and password, and are still unable to log in, your computer may have cached your previous GuideStar visit. Try clearing GuideStar cookies from your Temporary Internet files:
  1. Click Tools on the top toolbar.
  2. Click Internet Options.
  3. In the Temporary Internet files section, click Settings.
  4. Click View Files.
  5. Right click and delete the GuideStar cookies. Your other cookies will remain unchanged.

5. I forgot my password. How can I log in?

Click Forgot password then fill in your e-mail address. A new password will be sent you via e-mail. The e-mail will contain information on how to log in and reset your password.

6. How do I change my e-mail address?

Log in using the e-mail address and password that you initially registered with. Select My GuideStar at the top of your screen. Click Edit my profile to provide a new e-mail address and to update any other information. Click Save at the bottom of the form when you’re done.

7. How do I change my password?

Log in using your e-mail address and current password. Select My GuideStar at the top of your screen. Click Edit my profile to provide a new password and to update any other information.

8. What if I don't know which e-mail address I used to log in the first time?

Please contact customerservice@guidestar.org and we will e-mail it to you. Be sure to include your first and last name in the e-mail.

9. My password is not working.

Try typing your complete e-mail address and password in the appropropriate boxes—sometimes users save an invalid log-in using a Windows prompt. If you use a numeric pad for entering numbers, make sure the "Num Lock" key on your keyboard is on. Although log-in codes are not case sensitive, make sure there are no spaces before or after the codes if you are cutting and pasting from an e-mail or word-processing document.

10. Do I have to log in every time I come to GuideStar?

Check the Remember Me box near the Log In button to stay logged in at GuideStar. For your security, you will still be asked to log in when you access sensitive areas such as the Shopping Cart or some links in My GuideStar.

11. Whom do I contact for technical assistance?

E-mail our Customer Service Department at customerservice@guidestar.org. Our help desk is open from 8 a.m. to 8 p.m. Eastern Time, Monday through Friday.

12. What is a firewall or proxy server and how does it affect my access to GuideStar Basic, GuideStar Select, and GuideStar Premium?

Firewalls protect networks from unauthorized access. If you have followed all of the steps above and are still having trouble, check with your systems administrator to see if there are restrictions that may be preventing you from accessing the GuideStar system.

13. When I try to sign up I get a message that says, "Can't create duplicate account."

Usually this happens when someone has already registered to update a nonprofit's information on GuideStar; all nonprofit managers who registered with us before May 7, 2003, already have accounts. If you have forgotten your log-in codes or if the person who originally registered as the administrator of your GuideStar Report is no longer with your organization, e-mail customerservice@guidestar.org.

Also, be sure that you do not accidentally click the Submit button twice when you register. This will return the "Can't create duplicate account" error message, even though you actually registered successfully.

14. I've filled out all the required fields on the registration page but can't find a Submit button.

Some older browsers aren't compatible with our system. Our system works best with IE 5.5 or higher or Netscape 6.0 or higher. To update your current browser, go to www.microsoft.com/ie or www.netscape.com. Updating is free. If you are using Windows XP, you must have your system set on Windows Classic. To do so:
  1. Minimize all browsers so you can view your desktop.
  2. Right click on the desktop.
  3. Select Properties from the pop-up menu.
  4. Select the Appearance tab.
  5. Select Windows Classic.

15. I do not see buttons on the page when I'm trying to purchase a product.

If you are using Internet Explorer 6 or above and/or Windows XP, this is a browser display/style issue. To resolve:
  1. Open Internet Explorer.
  2. Go to Tools and then select Internet Options.
  3. Click on the Advanced tab.
  4. Scroll down the Browsing options and uncheck "Enable visual styles on buttons and controls in web pages."

16. The full reports don't look as nice when I print them as they do on my screen. How do I fix that?

Turn on the background images print feature in your Web browser. For example, in Internet Explorer 6.0, open the Tools menu and select Internet Options. Choose the Advanced tab and scroll down to the Printing section. Check the box that says Print background colors and images.

17. How do I access my subscriptions?

Your subscriptions can be accessed when you are logged in by clicking the You are subscribed to drop-down list located beneath our logo. If you have purchased multiple licenses of an individual product, go to My GuideStar and click Manage My Subscriptions, to assign permissions.

18. Why doesn't our user name and password work for our subscription products?

For security reasons you must access your product using individual user names and passwords. If you have a multi-seat product, ask your administrator (the person who purchased the product) to log in and go to My GuideStar, Manage My Subscriptions. There they can enter the e-mail addresses of the individual users.

19. Can we share one user name and password for our subscriptions?

As of June 30, 2005, we do not allow simultaneous log-ins.

20. Why are some pages of a Form 990 blank when I print it?

This happens for some users of Acrobat Reader 6.0 and higher. The workaround is to change the print settings in Acrobat Reader. In the Page Scaling drop-down menu, choose None. See a screenshot for more help.

21. Is your site accessible for individuals with disabilities?

Yes. GuideStar fully endorses the requirements of Section 508 for Web accessibility. Section 508 of the Federal Rehabilitation Act Amendments, as amended by the Workforce Investment Act of 1998 requires that individuals with disabilities, who are members of the public seeking information or services from contractors and agencies that receive Federal funding for their electronic and information technology have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities. We are continually reviewing and revising our site, always with a goal of 100% compliancy. If you find a problem that prevents access to any information on this site, please contact the GuideStar Webmaster.