Applicant Search Troubleshooting

  1. When you start an application select "Yes, search for applicant".
  2. Enter the applicant’s family name, date of birth, concession card type and concession card number.
    • You can choose “MASS reference number (B number)” in lieu of a card type and enter their MASS Unique Reference Number (URN)
    • Do not include spaces or symbols e.g. / - in the card number field
    • Dates should be entered DD/MM/YYYY
  3. If there is a match, the applicant details will populate.
    • Verify details are current and accurate, you can make corrections to the loaded data. Some fields may require completion.
    • The applicant search does not guarantee applicant eligibility or the validity of the applicant’s concession card(s).
  4. If you retrieved the incorrect applicant’s details (or no longer require the original applicant's application):
    • Do not change the applicant’s details to match the correct applicant.
    • You will need to start a new application as the application will be linked to the MASS record you loaded.
  5. If you search and there is no result, the applicant is new to MASS, or you selected “No, enter information (or do not search), you will need to enter the applicant’s details such as their identity, contact and address details.
    • Date of births should be entered DD/MM/YYYY.
    • If the applicant has only one name, enter their name in both the “Given name” and “Family name” fields. This will trigger a “the applicant has only one legal name” tick box. Note: you will have to upload a copy of the card for the “Eligibility” section.
    • If you are completing a Queensland Artificial Limb Service (QALS) Prosthetic Service Request – provide Medicare Card Number and attach copy if applicable. (skip to Step 25)
    • Additional/Separate pages may be available if the applicant has a carer, or if the application type requires additional contacts to be noted – you will need to enter their identify, contact, and address details.

The MASS-eApply applicant search works by cross-referencing the details you enter in the section against all MASS clients.  It may take a moment as MASS has over 500,000 applicant records in the MASS database.

I no longer want to submit the application for the applicant I searched, can I overwrite their details?

No - If you used the applicant search to retrieve details:

  • You will need to start a new application as the application has been linked to the MASS record you loaded.
  • Please contact the MASS-eApply team with the application number to have the application deleted.

Please do not overwrite the applicant’s details to re-use the applicant for a different applicant.

Unable to locate the client record

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.

Last updated: 30 January 2024