MASS-eApply (online applications) Troubleshooting

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• 1

  I applied to register but my account hasn’t been approved yet?

  This is most likely due to your administrator being absent, no longer employed there or they haven’t gotten around to approving it.

  The MASS-eApply team can verify the administrator for you to contact and change the role if the person is no longer at your organisation.

• 2

  I received the hyperlink to verify my account, but it’s expired, do I need to apply again?

  No, you don't need to register again. Please email the MASS-eApply team or click forgot password on the MASS-eApply login screen for a new hyperlink. Please note the hyperlinks expire after five (5) days.

• 3

  I tried to change my password, and it didn’t change, but it sent me the reset email?

  Your username and email address may be different, this issue happens if an email address is entered instead of your username. If you are unable to remember your username please contact the MASS-eApply team to verify your details.

  Accounts are locked after multiple incorrect password entries, you may have tried to reset the password after the account was locked. Please contact the MASS-eApply team to unlock your account.

• 4

  My account is locked, what do I do?

  If you have locked yourself out due to entering an incorrect password, please contact the MASS-eApply team and a reset email will be sent to your registered email address.

  Please note due to our client privacy requirements, accounts may be locked after 90 days of inactivity. Please contact the MASS-eApply team to unlock your account.

  If your account was locked for other reasons e.g. long-term absence, please contact MASS for reinstatement of the account. MASS may require verification from your employer to reinstate your access. Please note, if your organisation group was closed you may have to register again.

• 5

  The applicant has received MASS services in the past, but they aren’t coming up when I use the Applicant Search?

  This is most likely due to:

  • Incorrect data was previously provided to MASS
  • Incorrect data was entered into the MASS database
  • The applicant has changed their name since the last application
  • The applicant has changed concession card type since their last application. Please note applicants may use different eligibility cards in other service areas
  • The applicant search has timed out, try again later or a different browser.

  Troubleshooting tips:

  • Try different concession card details
  • Try using the applicant’s unique reference number (URN/B number)
  • If the applicant's name is hyphenated, try removing the hyphen or using a space
  • Contact the contact the service area directly.
• 6

  I used the applicant search to retrieve a client, but I realised it was the wrong client - can I type over their details?

  You will need to start a new application as the application has been linked to the MASS record you loaded. Please do not overwrite the incorrect applicant’s details to match the correct applicant's details.

  Please contact the MASS-eApply team with the application number to have the application deleted.

• 7

  The applicant search worked with their CRN but it's saying it's not valid.

  The initial applicant search checks against MASS's card details, this is not a guarantee of eligibility.

• 8

  Why does the applicant search take so long?

  Searching will look across all MASS services - it may take a moment as it cross references 500,000+ applicant records in the MASS database.

• 9

  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.

• 10

  Why am I receiving multiple Centrelink errors?

  If you receive multiple errors such as the applicants date of birth and names not matching, you are entering the CRN of another person, you will need to verify the card has the applicant as the primary card holder.

  Troubleshooting:

  1. Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  2. 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.
  3. Verify the card they hold is eligible for MASS services (refer to MASS Guidelines).
  4. 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.
• 11

  Centrelink Error: The applicants details could not be verified online at this time.

  The CRN entered is not a valid CRN or Centrelink is temporarily down or offline.

  1. Ensure there is no hyphens or spaces in the CRN.
  2. If the CRN is confirmed correct, please try again in a few minutes
  3. If it's still failing after 30 minutes, contact the MASS-eApply team.
• 12

  Centrelink Error: The applicant’s family name could not be verified.

  Centrelink has a different surname on record.

  Troubleshooting:

  1. This could be due to misspelling or the applicant has changed their name and has not updated it.
  2. Try using the applicants previous surname/maiden name
  3. Check you haven't entered the applicant's names backwards in the applicant page.
  4. Try removing/switching hyphens/spaces
  5. Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  6. 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.
• 13

  Centrelink Error: The applicant’s given name(s) could not be verified.

  Centrelink has a different first name on record.

  Troubleshooting:

  1. This could be due to misspelling, the applicant has changed their name, using their middle name or a nickname.
  2. Some names have multiple variants for example, Maria vs Marie. Centrelink may have entered the wrong variant.
  3. Check you haven't entered the applicant's name backwards in the applicant page.
  4. Try removing/switching hyphens/spaces or adding their middle name
  5. Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  6. 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.
• 14

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

  Centrelink has a different date of birth on record.

  Troubleshooting:

  1. This is usually a typo or switched dates. For example, 6 July (6/7) as 7 June (7/6).
  2. Check the details on the card are correct, if they are incorrect the applicant will need to contact Centrelink to correct them.
  3. 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.
• 15

  Centrelink Error: 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

  Troubleshooting: The applicant will need to contact Centrelink to have their details checked and corrected.

• 16

  Centrelink Error: 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
  • The card has been cancelled or 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

  Troubleshooting:

  1. 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)
  2. The applicant will need to contact Centrelink to correct any errors.
• 17

  The card holder doesn't consent to having their details checked?

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

• 18

  The Centrelink section failed, what do I do?

  An application failing the Centrelink check is by design and is not a bug or a fault in the system. The errors cannot be “fixed” by MASS as the applicant’s Centrelink record will need to be corrected or their entitlements will need to be verified. Another card such as a Queensland Seniors Card (if applicable) should be tried if the applicant is over 65 years of age.

  It is the applicant’s responsibility to contact Centrelink to correct their record and/or verify their eligibility.

• 19

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

  The 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.

• 20

  I can't 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).

• 21

  Continence - How do I save a applicant's FAT 12 to attach to my application?

  You will need to convert it to a PDF file type to attach it on MASS-eApply. To do this:

  1. Right click on FAT12
  2. From drop-down menu choose PRINT
  3. Click save to file
  4. On FORMAT– click drop-down menu and choose Adobe PDF
  5. Click yellow folder image
  6. Choose document
  7. Name the file (e.g. SMITHJohnFat12)
• 22

  Continence - It won't let me add stretch pants

  Stretch pants are only available with non-adhesive pads.