If someone has a question about the billing information in Famweb they will need to contact Student Financial Services (1-6321). If you are going to transfer a call make sure that it is not a blind transfer. Always explain the situation to the person you are transferring the call to and make sure that the issue is something they can help with.
Bill at Famweb - 1-3284 Super secret contact - use sparingly only if ticket system fails or you need quick information.
We can tell a student's trusted individual the email address they signed up with, but we can not tell trusted individuals what permissions their student gave (or did not give) them. If they want to know their permissions, they must contact their student.
The trusted individual never received an invitation email.
1) Check that the invitation email isn't in their spam/junk folder, and that the student gave access to the correct email address.
The invitation link is broken.
1) Have the student re-send the invitation.
2) If the link isn't clickable, have them copy and paste it.
3) Make sure the user is not adding adjacent spaces/characters if they are copying and pasting the link.
The trusted individual cannot log in.
1) Trusted individuals must log in with "Current FAMweb Members", not "CSU Faculty and Staff". They have to use one of the identity providers listed (Google, Facebook, Microsoft, or LinkedIn).
2) If they set up their FamWeb login with their personal Facebook account, they have to use that account to log in every time - they can't log in with another Facebook account, their Gmail, etc. If they cannot remember which account they used, have the student resend the invitation link.
The trusted individual cannot view some information.
1) The student has not accepted their Financial Aid Terms and Conditions located in Ramweb, so the trusted individual cannot see financial aid information.
2) A browser issue is preventing the “view bill” link from populating billing information – switch browsers and/or clear cache
3) The student did not give the trusted individual permissions to view the information. Reminder: we cannot tell them what permissions they are missing, as that is a discussion they should have with their student.
Famweb is the online payment portal for commercial accounts as well. Commercial accounts are for non-students who buy goods or use services provided by Colorado State University. Commercial account troubleshooting should be the same as any other Famweb account. The only difference is how access is granted. If someone needs to have a commercial account created or has issues viewing information in their commercial account you can have them contact Commercial Accounts Receivable Operations.
For the first step, the student will have to log into Ramweb, click the Menu button in the top right, click the "Manage Student Record" link under "Records" in the menu bar and then click on the Famweb option. They will then need to click on the "Add" button in the top right and fill out the information. Once that is complete the email address will be listed and the parent will receive the Famweb email but they will not have access to view any of the student's information.
The second step is the click the small "Edit" link under the parent's information in Ramweb and the grant the parent access to the student's records. If access is granted the student will see green checkmarks listed to the right of the parent's information. If access is not granted the student will see red Xs.
Parents will see the error message below when they try to access Financial Aid information in Famweb if their student has not accepted their Financial Aid Terms and Conditions located in Ramweb. That is an annual process so students will need to accept that every year in order for parents to be able to view Financial Aid information.
If there is a problem with FAMweb that our Help Desk can't solve, then the problem needs to be
escalated to the Information Systems Staff using this procedure:
