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PY26 WHEAP Manual

107 Revised: August 2025 original application date and the application has denied (extracted) as incomplete. Agencies are required to contact the customer before creating a new application to verify if the address, household composition, and income information remain valid. To reinstate an “Extracted” application, a worker creates a new application with the original application date, includes the additional information that was missing from the original application, and submits the new application. Add HE+ System Notes to explain the error. To avoid another denial for not being processed in 31 days, agencies shall ensure that all required verification documents are received prior to reinstatement so the new application can be created and submitted on the same day.

The original Certification Page may be used for the reinstated application. For more guidance see Section 4.4.29.

7.3.3 Updates to Unextracted Applications If an application needs to be updated and it is in an unextracted state, either “Paid” or “Denied” status, updates can be performed, and the application may be changed to “Pending” (saved) status or may be submitted for benefits. An HE+ System Note shall be added to identify why the application was changed to “Pending.”

7.3.4 Denied in Error and Extracted (Reinstate the Application) If an “Extracted” application denies one or both benefits in error, create a new application with the original application date. Include the additional or corrected information, then submit the new application. Add HE+ System Notes to explain the error (see Section 7.3.2 for more information).

Example: Information was received before the 31 days expired but it was not entered in the original application.

This is referred to as “Reinstating the Application,” and the original Certification Page is sufficient to consider this application complete.

7.3.5 Applications in “Paid” Status – “Extracted” State Do not cancel an “Extracted” application because an applicant wants to withdraw or because the applicant wants to reapply at a later date.

7.3.6 Error with an “Extracted” Application 7.3.6.1 Errors Which Do Not Affect the Benefit(s) There are many “errors” which do not affect the eligibility or benefits paid. For these types of errors, do not cancel the application. Errors of this type should be corrected with HE+ System Notes attached to the application with the wrong information documenting the error and the impact to the application so that the incorrect information is not carried forward to future applications.

Examples of these errors include: • Own or rent designation incorrectly identified (put the correct designation on the HE+ Program Services application, if appropriate) • Fuel account number is wrong