MASS-eApply Help Desk

Before submitting a support request, review the help topics below for answers to common questions and troubleshooting steps. If you still require assistance, complete the form below.


Get Started with MASS-eApply
I am a solo practitioner
Can I create an organisation just for myself?
Yes. Please ensure you name your organisation appropriately so other users do not join it.
I work as a solo practitioner and work in another clinic. Can I use the same account?
No, accounts cannot be assigned to two (2) organisations. Please register an account for both.
I am part of a team, clinic or group
How do MASS-eApply Organisations work?
A MASS-eApply Organisation is a single user or group of prescribers, suppliers and administration staff who work together, such as a team, unit or department in a hospital or private practice. All members must create their own user accounts. As a member of an organisation, you can view and complete applications as a team. This allows handover during employee absences and enables different team members to complete different sections of an application.
How do I create an organisation?
As part of your registration form, select "I want to register a new organisation", then complete the organisation details as prompted. Please note: organisation names cannot be duplicates or overly broad, so ensure you check whether it already exists before creating a new one.
How do I join an organisation?
As part of your registration form, select "I want to join an existing organisation" and select it from the drop-down list.
Can we register one account for multiple staff members?
No, all members of the group need their own accounts to join the existing group. We do not allow account sharing between users. Your unique login credentials replace signing application forms.
Registration Forms
I'm a clinician or prescriber
Allied Health Professionals submitting applications in the following categories can register as a prescriber.
  • Communication Aids
  • Continence Aids
  • Cystic Fibrosis Program (CFP)
  • Daily Living and Mobility Aids
  • HMEs and Laryngectomy Consumables
  • Oxygen
  • Palliative Care Equipment Program (PCEP)
  • Palliative Care Syringe Driver Program (PCSDP)
  • Spectacle Supply Scheme (SSS)

I'm an administration or allied health professional who works with a prescriber
Register using the same registration form as the clinicians in your organisation.
I work for an approved Orthoses or Medical Grade Footwear Supplier
Register a supplier account.
I work for an approved Prosthetic Service Provider (PSP)
Register a supplier account.
I'm an Applicant or Client
Applicants and clients cannot register directly for MASS-eApply.
  • Applications must be submitted by a clinician approved by MASS.
  • The type of clinician depends on the aid and/or equipment required.

Registration Frequently Asked Questions
I made a mistake on my registration form, can I change it?
You will need to resubmit the form if you joined the incorrect organisation or if the registration has already been approved or rejected.

If you entered incorrect details, please contact the MASS-eApply Help Desk.
The approver listed has left the organisation or is on leave.
Submit your registration request with the current approver selected and contact the MASS-eApply Help Desk.

The MASS-eApply team can update the approver role and where required, approve your registration on the approver's behalf.
Why hasn't my registration request been approved?
If you submitted a request to join an existing organisation, it must be approved by that organisation's approver.

If the Approver is away, has left the organisation, or has not yet actioned the request, please contact the MASS-eApply Help Desk.

Requests to create a new organisation are typically processed within 2–5 business days.
Can I change the organisation my account is registered under?
No, the location your account is registered under cannot be changed. You will need to submit a registration form to join the correct organisation group.
How to use MASS-eApply
Navigation
What is the form vault?
The form vault is used to start new application forms. It shows all available application forms.
What is the dashboard?
The dashboard contains forms that have been started or submitted by a member of your organisation.
Finding Applications
How do I find an application I started or submitted?
Depending on what point in the workflow the application is at, it may be listed on your dashboard under My applications in progress (Previously "Assigned to Me") and/or Advanced application search (Previously "Available Products").
  • All applications all have a unique identifying number.
  • You can continue an application that was started by you or someone in your organisation through your dashboard.

Under "My Applications in progress" you can view:
  • Your own draft applications.
  • Registrations waiting approval if you are the organisation administrator (approver).

Under "Advanced Application Search" you can view:
  • All applications initiated, completed and submitted to MASS.
  • Click drop-down and select application type to view applications.
  • Click the "Show Filter Pane" button to search or filter applications.
  • Each application has a status indicator for its current state where in the approval process the forms are at.

How do I find an application someone in my organisation started or submitted?
  1. Open your dashboard.
  2. Scroll down to "Advanced Application Search".
  3. Select the application type from the drop-down menu.
  4. Click on "show filter pane" to filter applications to the applicant.
  5. Open the application using the Application ID.

Completing Applications
How do I start an application?
  1. Open the Form Vault.
  2. Click on the application name. A pop-up will open on the right-hand side displaying the administrative and clinical eligibility.
  3. Click "Launch this Form" to start.
Note:
  • The page must have all mandatory fields completed to save or progress to the next page.
  • Contact the service area directly if you require information regarding eligibility, guidelines, funding levels or product availability.

Do applications need to be completed in linear order?
No. You can use the left-hand navigation menu to move between pages and complete sections in any order. However, some questions are based on answers provided earlier in the application, so jumping between pages may affect what information is displayed. To ensure your progress is saved, always use the Back and Next buttons before exiting the application.
How do signatures work?
Applicant and clinician consent is provided through the required tick-boxes and your unique MASS-eApply login credentials.
How do I find a product or item?
The item may be listed under a different name or category, may not have the required options selected, or may not be available under the program guidelines. Contact the relevant service area if you need assistance.
How I update my details?
Enter your updated details when completing an application and they will be saved when the application is submitted. If you have changed organisations, you will need to register a new account. Contact the MASS-eApply team to update spectacle dispenser details.
How do I continue an application from draft?
  1. Open your dashboard.
  2. Scroll down to "Advanced Application Search".
  3. Select the application type from the drop-down menu.
  4. Click on "show filter pane" to filter applications to the applicant.
  5. Open the application using the Application ID.
  6. If the application opens on the welcome page, use the left-hand navigation menu to return to the section you were working on.
Important: Do not open a previous unsubmitted draft from the dashboard to re-use it for another client. Always start a new application for each client.
How I save an application?
Applications save when moving page to page by pressing the "next" and "back" buttons, so you must complete a page and move to the next for it to be saved.
Why won't it let me upload a document?
his is usually caused by the attachment being blocked due to file metadata or security restrictions. Contact the MASS-eApply Help Desk with a copy of the attachment(s), the application type, and the application ID number or applicant details.
How do I remove draft applications?
Contact the MASS-eApply help desk with the application type and application ID number to request the removal of an obsolete draft.
Applicant Search
How do I search for an applicant?
The applicant search works by matching details entered against records in the MASS client database. A concession card must be entered in the client record for it to work.

When prompted, select "Yes, search for applicant" and enter the applicant's family name, date of birth and:
  • Concession card type and concession card number, or MASS Reference Number (B Number/URN)
  • Do not include spaces or symbols in the card number field.
  • Dates should be entered DD/MM/YYYY.
  • If a match is found, the applicant details will populate.
  • Verify the details are current and accurate before continuing.
    • Note: The applicant search does not guarantee applicant eligibility or the validity of the applicant's concession card(s).
Can I overwrite an applicant's details after using applicant search?
No.
  • Do not change the applicant's details to match another applicant.
  • You will need to start a new application as the application is linked to the MASS record that was loaded.
  • Contact the MASS-eApply team if the original application needs to be deleted.

What does "Unable to locate the client record" mean?
This may occur because:
  • The applicant's details have changed since their last application.
  • A different concession card was previously used.
  • The applicant doesn't have a concession card recorded in the MASS client database.
  • The applicant's name has changed.
  • The applicant search timed out.
Try:
  • Using different concession card details.
  • Searching using the applicant's URN/B Number.
  • Removing hyphens from the applicant's name.
  • Contacting the relevant service area if the issue continues.

Eligibility and Centrelink Verification Messages
Can an application proceed if the applicant's concession card is still being processed?
No. MASS cannot process the application until the applicant's eligibility can be verified.
Can an application proceed if the card holder doesn't consent to a Centrelink check?
No. Confirmation of eligibility is required for MASS funding and the application cannot proceed without consent.
What does "The applicant has not held a concession card for a minimum of 6 months" mean?
For applicable application types, the applicant must have held their concession card for at least six (6) months before the application can proceed. If the concession card start date is more than six months old and the error remains, contact the MASS-eApply team.
Why am I getting multiple validation messages?
This usually means the Customer Reference Number (CRN) belongs to someone other than the applicant, or the applicant's details do not match Centrelink records. Please check:
  • The applicant is the primary card holder.
  • The card details are correct.
  • The card is eligible for MASS services.
  • The CRN does not belong to another family member.

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.
Why are both the applicant's date of birth and given name not matching?
If both the applicant's date of birth and given name cannot be verified, you may have entered the concession card number of a family member such as a spouse, parent or child instead of the applicant. Please check:
  • The applicant is the primary card holder.
  • The concession card number belongs to the applicant.
  • The applicant's date of birth and name have been entered correctly.

Why are both the applicant's given name and family name not matching?
If both the applicant's given name and family name cannot be verified, the names may have been entered into the wrong fields. Please check:
  • The applicant's given name has been entered in the Given Name field.
  • The applicant's family name has been entered in the Family Name field.
  • The spelling matches the applicant's eligibility card.

What does "The applicant details could not be verified online at this time" mean?
The CRN may be invalid, the applicant's details may not match Centrelink records, or Centrelink services may be temporarily unavailable. Please check:
  • There are no spaces or hyphens in the CRN.
  • The applicant's name has no leading or trailing spaces.
  • There are no typing errors.

If the details are correct, try again later or contact the MASS-eApply Helpdesk.
View step-by-step instructions with images."  (PDF 364 kB)
What does "The applicant's family name could not be verified" mean?
The family name entered does not match Centrelink records. Please check:
  • The surname has been entered correctly.
  • A previous or maiden name has not been used.
  • Hyphens and spaces are correct.
  • The given name and family name have not been entered in the wrong fields.
If the details are correct, the applicant may need to contact Centrelink.
What does "The applicant's given name(s) could not be verified" mean?
The given name entered does not match Centrelink records. Please check:
  • The name has been entered correctly.
  • A nickname or middle name has not been used.
  • Hyphens and spaces are correct.
  • The given name and family name have not been entered in the wrong fields.

If the details are correct, the applicant may need to contact Centrelink.
What does "The applicant's date of birth does not match the Centrelink record" mean?
The date of birth entered does not match Centrelink records. Please check:
  • The date has been entered correctly.
  • The day and month have not been reversed.
  • The applicant's concession card details are correct.

If the details are correct, the applicant may need to contact Centrelink.
What does "The applicant's state could not be verified" mean?
The applicant's address details do not match Centrelink records. This may occur because:
  • The applicant has moved and not updated their address.
  • The incorrect state is recorded by Centrelink.
  • The applicant's location details are protected.

The applicant may need to contact Centrelink to update or verify their details.
What does "Records indicate the applicant does not hold a valid concession card for this application" mean?
This may occur because:
  • The card has expired or been cancelled.
  • The applicant has lost their entitlement.
  • The applicant is not the primary card holder.
  • The card type is not eligible for MASS services.
  • Centrelink has different eligibility information recorded.

The applicant must provide an eligible concession card in their own name or contact Centrelink to correct their records.
Submitted Applications
How do I check the status of an application?
Application order statuses update overnight.
  1. Open your dashboard.
  2. Go to "Advanced Application Search".
  3. Select the application type from the drop-down menu.
  4. Locate the application using the Application ID or filter pane.
  5. View the status displayed next to the application.
To view item-level statuses, open the application, navigate to the receipt page, and review the order status information.
How do download a pdf of an application I submitted?
  1. Open your dashboard.
  2. Go to "Advanced Application Search".
  3. Select the application type from the drop-down menu.
  4. Open the application using the Application ID.
  5. Navigate to the final page of the application.
  6. Select Next to open the receipt page.
  7. Click the PDF download link.
Applications that have integrated with the MASS client database may also display item order statuses on the receipt page.
How do I change or cancel a submitted application?
Submitted applications cannot be edited or deleted due to auditing requirements. Contact the relevant service area with the application number to discuss corrections or cancellation. A new application may be required.
Account and Organisation Management
My Account
How do I find my username?
Contact the MASS-eApply Help Desk.
Do I need to register again if I forgot my username?
No. Contact the MASS-eApply Help Desk to retrieve your username.
How do I change my display name, username or account email?
Contact the MASS-eApply Help Desk.
How do I update my account or contact details?
Account and contact details used within applications can be updated when completing an application. Changes are saved when the application is submitted.

Note: Changes made within an application do not update submitted applications or change the organisation your account is registered under.
Why hasn't my registration request been approved?
If you submitted a request to join an existing organisation, it must be approved by that organisation's approver.

If the approver is unavailable or has left the organisation, contact the MASS-eApply Help Desk.
How do I set up a password?
  1. Wait for your registration to be approved.
  2. Open the confirmation email sent to you.
  3. Select the password setup link.
  4. Create your password.

What are the password requirements?
  • Minimum 8 characters.
  • At least one uppercase letter.
  • At least one lowercase letter.
  • At least one number.

How often do I need to log in to keep my account active?
A reminder email is sent if you have not logged into MASS-eApply for 60 days.
  • Logging in will reset the inactivity period.
  • If you receive a reminder email, simply log in to keep your account active.
  • If your account becomes locked due to inactivity, contact the MASS-eApply Help Desk.

How often do I need to change my password?
MASS-eApply passwords expire every 90 days.
  • You will be prompted to create a new password when your password expires.
  • If you have forgotten your password, use the password reset function or contact the MASS-eApply Help Desk.

Why isn't my password updating?
This can occur if:
  • You are entering the incorrect username.
  • Your account has been locked.
Please contact the MASS-eApply Help Desk.
Why didn't I receive a password reset email?
This can occur if your username does not match an existing account or your account is locked.

Contact the MASS-eApply Help Desk.
What does "Password Reset Error" mean?
This usually means:
  • The username entered is incorrect.
  • You entered your email address instead of your username.
  • Your account is locked.
Contact the MASS-eApply Help Desk.
What do I do if my verification link has expired?
No, you do not need to register again.

Contact the MASS-eApply Help Desk and request a new verification link.
How do I unlock my account?
Contact the MASS-eApply Help Desk.

Accounts can become locked due to:
  • Multiple incorrect password attempts.
  • Inactivity.
  • An account remaining unverified.
  • A request from your organisation.

How do I set up two-factor authentication?
  1. Log in to MASS-eApply.
  2. Select My Account.
  3. Select Enable Two-Factor Authentication.
  4. Open your authenticator app.
  5. Scan the QR code.
  6. Enter the verification code.
  7. Select Verify.

Working in multiple MASS-eApply organisations
Can I change the organisation my account is registered under?
No. Accounts cannot be transferred between organisations.
  1. Register a new account under the correct organisation.
  2. Contact the MASS-eApply Help Desk to close or lock your existing account.

Can I use one account for multiple MASS-eApply organisations?
It depends on how the locations are set up in MASS-eApply.
  • If you work for multiple MASS-eApply organisations, you will need a separate account for each organisation.
  • If your organisation operates across multiple outreach, satellite or clinic locations and staff work across all sites, the additional locations can be added to the organisation.
Examples:
  • A Community Health team based in Cannon Hill that also provides services in Ipswich and Beaudesert may be able to have all locations associated with the same organisation.
  • A private practice with clinics at multiple locations may be able to have all locations associated with the same organisation.
  • If you work for two separate MASS-eApply organisations, such as Princess Alexandra Hospital and QEII Hospital, you will need separate accounts.

Contact the MASS-eApply Help Desk if additional locations need to be added to your organisation.
How do I register accounts for multiple locations?
If you need access to multiple MASS-eApply organisations, you must register a separate account for each organisation using a unique username.
  • Contact the MASS-eApply Help Desk if you would like your existing username updated before registering an additional account.
  • We recommend including an organisation abbreviation in your username to make it easier to identify the correct account when logging in (for example: PAH-XXX, HITH-XXX or QEII-XXX).

Organisation Approvers
What is an organisation approver?
An organisation approver (also known as an administrator, super-user or local administrator) is responsible for approving users who request to join the organisation.

The first person to register an organisation automatically becomes the approver.
Can we have more than one organisation approver?
Yes. An organisation can have multiple approvers.
How do we change organisation approvers?
Contact the MASS-eApply Help Desk to add, remove or change approvers. The approver must have an existing account in the group.
The approver listed has left the organisation or is on leave.
If the approver is unavailable, the MASS-eApply team can update the approver role and assist with registration approvals.
  1. Submit your registration request using the current approver.
  2. Contact the MASS-eApply Help Desk.
  3. The MASS-eApply team can reassign the approver role where required.

How do I approve, remove or move users?
  1. Open your dashboard.
  2. Open the registration application.
  3. Review the user's details.
  4. Select Approve or Reject.
  5. Apply the changes.

How do I remove a user from my organisation?
Contact the MASS-eApply Help Desk to have the account locked.
How do I move a user to another organisation?
Users cannot be transferred between organisations.
  1. The user must submit a new registration form.
  2. Contact the MASS-eApply Help Desk to lock the old account.

I don't recognise the person requesting to join my organisation.
  1. Open the registration application.
  2. Review the applicant details.
  3. Select Reject.
  4. Choose a rejection reason.
  5. Apply the changes.

How do I get a list of organisation members?
Contact the MASS-eApply Help Desk.

Do not include client/patient information.
If your query relates to a client/patient or you are unable to attach a document, please email MASS-eApply@health.qld.gov.au or call 07 3136 3613.


Required fields are marked with an asterisk (*).

Do not include client/patient information.
If available, include the application ID number.

Where appropriate, your correspondence and information may be forwarded internally to other business areas within MASS.

Please refer to our privacy statement for further information on how Queensland Health handles your personal information.

Last updated: 9 October 2026