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Consumer FAQs

What are Start Fresh Today’s hours of operation?

We are open Monday to Thursday from 9:00am to 8:00pm EST and Friday and Saturday from 9:00am to 6:00pm EST. We are closed on Sundays.

How do I find my bankruptcy case number?

Please refer to the paperwork that your attorney supplied to you, or contact your attorney for your case number.

How do I apply for a fee waiver?

Fee waivers are approved for anyone within 100% of the applicable poverty guideline as published by the United States Department of Health and Human Services (DHHS) ( During registration, the information you enter in the Personal Information section will determine whether or not you qualify. For assistance or questions, please call customer service at 800-435-9138.

How do I add my attorney’s code? I forgot to enter it when registering.

Please contact customer service at 800-435-9138 to add your code.

Can I switch my online course to a telephonic course?

You may request a refund if you are not able to complete the course online, and we will assist you with purchasing the telephonic delivery. There is an additional charge for the telephonic courses.

My account was deactivated due to inactivity. How do I get my account reactivated?

Please contact customer service to see if your account is eligible for reactivation. All accounts prior to deactivation receive an email to advise you that your account will be deactivated.

How can I receive a refund?

Please contact customer service at 800-435-9138 for a refund request.

I entered the last 4 of my social security number incorrectly, how can I correct this?

Please contact customer service at 800-435-9138, so we can correct your account.

How do I access my certificates?

Log into your account and click on the Document tab to view your certificates. They are stored for 6 months and archived thereafter.

I am filing bankruptcy jointly with my spouse. Is there an additional charge for my spouse?

No. The courses are priced the same for single or joint filers. When you are asked for your filing status, be sure to enter “married, filing jointly” and there will be an area to enter your spouse’s information.

Why do I have to take the Credit Counseling session?

It is a legal requirement established by the Bankruptcy Abuse Prevention and Consumer Protection Act of 2005 (BAPCPA). Your Credit Counseling Certificate is required to file your bankruptcy.

Do I have to call to obtain my Debtor Education Certificate?

No, it is issued automatically within 24 hours after completion of the Debtor Education Course as long as the time requirement has been met.

Within my online course, I cannot view the "Next" button. How do I proceed?

Please download or update Adobe Flash at It is a free download and is required to view the courses.

I cannot view the certificate in .pdf format. How do I access it?

Certificates are all in .pdf format. Please download adobe reader at You will need it to view certificates.

How do I enter information on the Debtor Education/Financial Management worksheets?

The worksheets are an extra financial tool, not a mandatory part of the course. You have to print them out to fill them out, should you so desire.

Do I have to spend 2 hours in the Debtor Education Course?

Yes. By law, the U.S. Trustee’s office requires all debtor students to obtain a minimum of 2 hours of study in a Debtor Education/Financial Management course. Please be aware of the time you spend inside this course so that it reflects the requirement of 2 hours. An educator will review your time log at the completion of the course – if you’ve not fulfilled the time requirement, you may be asked to return to the course to review further.

I entered the wrong bankruptcy case number when doing the Debtor Education Course, my certificate is incorrect. How can I obtain a corrected certificate?

Please contact customer service by calling (800) 435-9138 with the correct case number so we can issue a new certificate and cancel the original certificate.

Attorney FAQs

How do I get my client's certificates?

You are automatically emailed a copy of each certificate when your Attorney Code is used by your client. When you or your firm signs up for a free attorney account, an individual Attorney Code is assigned to you. Your clients are automatically synced to your account when they register for the courses and either enter the Attorney Code listed on the tear-out cards we send you or when they click the Attorney Code Link from your email or website.

Can I pay for my client's courses?

Yes, you can choose to have courses charged to your firm.

How can I get more tear-out cards and or magazines?

You can re-order English or Spanish materials online 24 hours a day by logging into your account and clicking the "Products" tab at the top. Also, you can call our Attorney Support Hotline at 888-214-7773 or send an email to

Once my client has started the online course, can they logout and finish it at a later date?

Yes. The client can logout at any time and when they log back into the course, they just have to click the section of where they left off. There is an auto-save feature in the course, and the client can also press the "Logout" button at the top of their course any time during the course.

I have clients that are filing jointly, do the client and co-client need to be on the phone at the same time?

No. We can counsel both the client and co-client at different times, but we will not issue the completion certificates until we have spoken to both clients.

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"Organization is essential in running a solo bankruptcy practice. has provided me with the ability to organize the research materials I need for processing bankruptcy cases for my clients. I don't have to go to multiple sites because everything is uploaded to one central location. They have been a big help to my firm."

Pat McMahon
San Francisco, CA

"Thank you for helping to facilitate this debtor education program. There was an older woman who had to file a Chapter 13 a few years back. Her son took her for a financial ride to the point where she was unable to pay real estate taxes on a very old and tired home and she was about to lose it for taxes (her only debt as she never believed in credit cards, etc.). The agency that she went through for credit counseling told her that it would take quite a while to be approved to be charged nothing for the debtor education program and they essentially wanted nothing more to do with her. How your agency stepped in and helped out is awesome. Thank you again."

David Silverman
Silverman & Esposito

"This is a belated thank you to the staff at your agency that were extremely helpful to me in completing this process, in particular a woman by the name of Joanna and a gentleman by the name of Jerry. Both of these staff went out of their way to ensure my complete customer satisfaction and I would like to commend them for their professionalism and assistance."

Sacramento, California

"Thank you for your assistance and the great information that was part of the Start Fresh Today counseling program. Some of the information I was familiar with, but there was so much more to absorb. I look forward to using the tips to get back my 740 Score! I have reviewed the information with my Husband and got his "buy in" to making changes and focusing on our goals. I even contacted my insurance agent over the weekend to review our polices; I changed my Term Life, to a Whole Life (which was about to go from $53 per month to $83. I needed that coverage when my children were younger. Savings $360 per year!)."


Click here for more attorney testimonials