Eligibility Card Troubleshooting

The applicant does not have a current entitlement, but they are sorting it out. Can the application proceed?

No, the application will have to wait as MASS cannot process the application until the applicant is proved to eligible.

The applicant can use an alternative concession card, if applicable.

Confirmation of Centrelink eligibility is a requirement of MASS funding. The application cannot proceed.

It won't let me attach a document to my application.

Please email the MASS-eApply team with a copy of the attachments, the form you are completing and the application ID number (or applicant name).

The applicant has not held a concession card for a minimum of 6 months.

This error message will only appear on applicable application types e.g. spectacles.

  • the application cannot proceed until the applicant has held their concession card for the six (6) month period.
  • If the date is older than 6 months, please contact the MASS-eApply team.

Services Australia (Centrelink) Troubleshooting

MASS uses Centrelink Confirmation eServices (CCeS) to do a live check of client eligibility as part of the MASS application process.

The Services Australia CCeS has messages which appear when the check fails which will not let you continue with the application. This is by design and is not an error, bug or a fault in the system. It is the applicant’s responsibility to contact Services Australia (Centrelink/DVA) to correct their record and/or verify their eligibility.

Another card such as a Queensland Seniors Card (if applicable) should be tried if the applicant is over 65 years of age.

If the applicant does not have a current entitlement or is currently waiting for their concession card to be processed the application cannot proceed as MASS will not be able to process the application until they are deemed eligible.

Why am I getting multiple validation messages?

If you receive multiple validation messages such as the applicants date of birth and names not matching, you are entering the customer reference number (CRN) of another person, you will need to verify the card has the applicant as the primary card holder.

Please note these are not errors, the system is designed to not progress if the applicant's eligibility details cannot be confirmed.

Please check:

  • The details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  • You may be entering the CRN of the applicant’s spouse, parent or child with the same surname but different date of birth or given names.
  • Verify the card they hold is eligible for MASS services (refer to MASS Guidelines).
  • If the card details are correct, valid and the applicant is the primary card holder – the applicant will need to contact Centrelink to have their details checked.

The applicant details could not be verified online at this time.

The customer reference number (CRN) entered is not valid, or Centrelink is temporarily down or offline.

  • Ensure there is no hyphens or spaces in the CRN.
  • Check for any typos
  • If the CRN is confirmed correct, please try again in a few minutes
  • If it's still failing after 30 minutes, contact the MASS-eApply team.

The applicant's family name could not be verified.

Centrelink has a different surname on record.

  • This could be due to misspelling or the applicant has changed their name and has not updated it.
  • Try using the applicants previous surname/maiden name
  • Check you haven't entered the applicant's names backwards in the applicant page.
  • Try removing/switching hyphens/spaces
  • Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  • If the card details are correct, valid and the applicant is the primary card holder – the applicant will need to contact Centrelink to have their details checked.
  • If the applicant only has one name, on the applicant details page enter the same name in both the given and family name fields, this will then display an option to select "the applicant only has one legal name".

The applicant's given name(s) could not be verified.

Centrelink has a different first name on record.

  • This could be due to misspelling, the applicant has changed their name, using their middle name or a nickname.
  • Some names have multiple variants for example, Maria vs Marie. Centrelink may have entered the wrong variant.
  • Check you haven't entered the applicant's name backwards in the applicant page.
  • Try removing/switching hyphens/spaces or adding their middle name
  • Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  • If the card details are correct, valid and the applicant is the primary card holder – the applicant will need to contact Centrelink to have their details checked.
  • If the applicant only has one name, on the applicant details page enter the same name in both the given and family name fields, this will then display an option to select "the applicant only has one legal name".

The applicant’s date of birth does not match the Centrelink Record.

Centrelink has a different date of birth on record.

  • This is usually a typo or switched dates. For example, 6 July (6/7) as 7 June (7/6).
  • Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  • If the card details are correct, valid and the applicant is the primary card holder – the applicant will need to contact Centrelink to have their details checked.

The applicant's state could not be verified.

Centrelink has a applicant’s address is in another state or the applicant has not consented to having their state divulged against their Centrelink record.

  • They haven’t updated their address: they moved and not updated their record, or the incorrect suburb was recorded.
  • The incorrect state is recorded – For example: they live in Manly in Brisbane but Centrelink staff selected Manly in Sydney (NSW)
  • If the applicant’s location is protected due to domestic violence contact the MASS-eApply team
  • The applicant will need to contact Centrelink to have their details checked and corrected.

Records indicate the applicant does not hold a valid concession card for this application.

This can be caused due to:

  • The applicant has a commonwealth seniors healthcare card (CSHC) which is not eligible for MASS services.
  • The card has been cancelled
  • The card has expired
  • The applicant has lost their entitlements
  • The applicant is not the primary card holder (card is for a spouse or family member)
  • Centrelink has the applicant recorded as being deceased
  • The applicant is a Department of Veterans' Affairs (DVA) gold card holder

The applicant will need to supply a valid concession card under their own name, or a different eligible card type such as a Queensland Seniors Card (refer to MASS guidelines) or contact Centrelink to correct any errors.

An application was OK when I first did it, but now Centrelink is failing?

This can be caused by:

  • CCeS may be temporarily down or offline
  • The applicant has since lost their entitlement
  • Centrelink has recorded the applicant as deceased.

You can try a different card type (e.g. Queensland Government Seniors Card) or try again in a few minutes.

Queensland Seniors Card Troubleshooting

The number you have entered is not a valid QLD Seniors Card number.

  • Commonwealth Seniors Health Care cards are not eligible for MASS services – ensure you are entering a Queensland Government Seniors Card.
  • The applicant will need to supply a valid concession card under their own name.

The applicant's seniors card does not have a start date.

Enter in the approximate date that the applicant received their seniors card.

Last updated: 11 March 2024