FAQs on the application for a refund of the semester ticket

You will need:

  • Access to an internet-enabled device, with the latest version of the Chrome, Firefox or Edge browsers,
  • a digital camera or smartphone with camera function, as you will need to upload selfies of yourself for identification purposes, among other things,
  • a mobile phone number to receive application tokens,
  • and possibly a scanner to scan documents that you do not have in digital form.

Please use the latest version of the browsers Chrome, Firefox, Edge or the current standard browsers of mobile devices. The Internet Explorer is not supported in any version.

 

No, you can use any e-mail address you have access to.

Please check your spam folder. If the e-mail is not there either, please use another mail provider for registration. The e-mail addresses of most providers usually work without problems. We are currently receiving error messages mainly regarding T-Online (as of 03 of August 2022). The application platform has no influence on whether individual e-mail providers do not allow automatically generated e-mails through or classify them as spam.

 

If there is a need to change the email address during the application process, you can make this change yourself in your account. To do this, after logging in with your old e-mail address to be replaced, click on your name in the top right-hand corner of www.semesterticket-haertefonds.de, then click on "My Profile" and change the e-mail address in the "Personal Information" section. Once the change has been made, the new e-mail address can be used immediately; your previous password remains valid.

Search the inboxes of your e-mail accounts to see if you can find e-mails from the sender "noreply(at)semesterticket-haertefonds.de". When you start an application, you will receive at least one registration email from us. The inbox where you find this or other emails will most likely be the inbox of the email address you used to register.

If you cannot remember your password, click on "Forgot password?" on the registration pagewww.semesterticket-haertefonds.de and have an e-mail with a reset link sent to you. Please note that the reset links can only be used for a limited time. If the reset link has already expired, simply request a new one by clicking on "Forgotten password" again.

If you still have problems with the login, please contact us by email at haertefonds(at)studentenwerkfrankfurt.de.

Yes, we even recommend this. The identity check is then not required for the new application.

The application portal for the Semesterticket - Hardship Fund only accepts three file formats, these are jpg/jpeg, png and pdf.

If your files are in a different format, first convert them to the accepted formats using appropriate software. However, please do not manually change the file formats by manually adjusting the file extensions by renaming the file format and turning Example.gif into a file named Example.png.

No, documents can only be submitted subsequently to an already submitted (meaning sent) application.

Yes. If documents for the approval of the application are missing, we will contact you with a request.

The use of a second factor is a security feature when applying and increases the protection of your account. We will not contact you by telephone without your consent and will only use the telephone number for the stated purpose.

With the help of the selfies and the ID card, the application officer checks the legitimacy of the applicant. This procedure has been chosen to enable a quick and secure digital legitimation check. The ID card and selfies are deleted immediately after the legitimation check has taken place, unless your application has to be rejected due to unclear legitimation.

Yes. Information in the identity document that does not directly serve to prove your identity, such as place of birth or religious affiliation, can be blackened out.

No. Please select only one reason for refund. If more than one refund reason applies to you, we recommend that you choose the refund reason with the higher refund amount. If you can claim another reason for refund, please let us know in the comments field.

From the summer semester 2022 onwards, applications for a refund can only be submitted via the online portal. Applications for a refund by post or by email are no longer possible.

 

Your data will only be used to process your hardship fund application and can only be viewed within the Studierendenwerk by the staff of the hardship fund office. Your data is entered and uploaded via a secure internet connection and is processed securely in a computer centre in Germany. The requirements of the General Data Protection Regulation (DSGVO) and the Hessian Data Protection and Freedom of Information Act (HDSIG) are observed.  The deletion of ID cards and selfies used for identification takes place immediately after the legitimation check, the deletion of the other application data takes place one year after the application has been legally decided. The entire procedure has been checked by the data protection officers of Goethe University and the Studierendenwerk Frankfurt am Main.

We store the information you provide in accordance with the AStA hardship fund statutes and the legally defined storage periods.

You can log in to the portal www.semesterticket-haertefonds.de at any time and check the processing status of your application. To do so, click on "Login" on the homepage and enter the e-mail address and password you used to submit your application. Once you have successfully logged in, you will see the status of your application.

At the same time, we will always inform you by e-mail if the status of your application changes, which means if there are any queries or if a decision has been made.

Please contact us by email at haertefonds(at)swffm.de and explain in detail what kind of technical problem occurs. We will try our best to help you out.

 

Applications for the summer semester 2022 can be submitted until 7.11.2022 for the reimbursement reasons "health problems" or "§ 24 AufenthG". The reimbursement amount was reduced by the reimbursement of the 9-Euro-Ticket by the Goethe University and amounts to 111,24 €. The refund of the difference of 87,73 € can be applied for until 30.09.2022 at the Goethe University, see www.asta-frankfurt.de/2022-08/rueckerstattung-9-euro-ticket-ab-sofort-moeglich.

Questions regarding the refund of the semester ticket fee can be answered by the Hardship Fund Office. For questions regarding the refund of the 9-Euro-Ticket, please contact the Goethe University.