Virtual Advisor

COVID-19/Coronavirus FAQs

  1. How can I contact the Office of Scholarships and Financial Aid (OSFA)?

    Our office is open 8am - 5pm, Monday through Friday.  You may also contact us by email at or call us at 470-KSU-INFO (470-578-4636).

  2. I am a dependent student and my parent(s) lost their job or had a drastic reduction in hours due to COVID-19 closures. Is there anything I can do to request additional student financial aid?

    You may request consideration, via Professional Judgment, of special/changed circumstances. To do this, login to Owl Express, click on the Financial Aid tab, and then click “View Requirements and Submit Documents.” In the upper, right-hand corner of the page you’ll see a box that says “Request.” Click that box and follow the instructions for submitting an appeal.

  3. If I need to submit documentation to the Office of Scholarships and Financial Aid, what is the best way to do this?

    All documentation must be uploaded through the secure site in Owl Express. Please do not mail or email documents.

    If documentation is required (most often by the U.S. Department of Education) to complete your awarding process (i.e., Verification), please do the following:

    •  Login to your Owl Express account
    •  Click on the Financial Aid tab
    •  Click on the appropriate award year – then click “View Requirements and Submit Documents”
    •  Submit documents

    Please note: You will not be able to view anything if you haven’t validated yourself first. You only need to do this once. To validate yourself, please confirm the information you used to fill out your FAFSA to login to the portal:

    •  Social Security Number (SSN)
    •  Name (your name as it appears on your Social Security Card)

    Once you have validated yourself and are logged into the portal, you will see what documents you are required to submit.

  4. I understand Federal Direct Loan relief was provided in the CARES Act. How do I determine if it applies to me?

    As part of the CARES Act signed into law on March 27th, Congress mandated the Department of Education (ED) suspend Federal Direct Loan payments and the accrual of interest on those loans until September 30th, 2020. ED provided guidance to the federal loan servicers on April 1st and stated they need to implement the six-month loan forbearance and interest waiver by April 10th.  As of January 20, 2021, the relief measures were exted through September 30, 2021.

    It is our understanding that this relief includes loans for borrowers in school and in their grace period. ED has updated its website at with information about this provision of the CARES Act and will continue to update the site as more details unfold. If you have Federal Direct Loans, we recommend you review ED’s site for the most up-to-date information.

  5. I have a private educational loan and I am not sure how I will make the payments as a result of the financial challenges I am experiencing in response to COVID-19. What should I do?

    We recommend that you contact your private educational loan lender directly and explain your situation. While each lender may respond differently, some lenders may be willing to help their borrowers. The type of assistance offered may differ from lender to lender. 


Due to the evolving COVID-19 situation, these guidelines are subject to change. We will do our very best to provide you with any new information as quickly as possible.