User Account Support
Registration
How do I register?
A step-by -step guide is available on the MASS-eApply registration page.
I am trying to register, but the administrator (approver) is on leave or has left the organisation
Contact MASS-eApply team on MASS-eApply@health.qld.gov.au to re-assign the role to another registered user. You can have multiple administrators (also known as the "approver", "super-user" or "local administrator").
If you are the new approver or there are no other users available, you will need to submit your registration form against the current approver.
If your account needs to be urgently approved, e.g. to submit an oxygen or palliative application, the MASS-eApply team can approve it.
I applied to register, but my account hasn't been approved yet
This is most likely due to your administrator ("approver" or "super-user") being absent, no longer employed there or they haven’t gotten around to approving it.
Contact MASS-eApply team on MASS-eApply@health.qld.gov.au to verify the administrator for you to contact and/or change the role if the person is no longer at your organisation. The MASS-eApply team can approve it on the administrator's behalf if the administrator is on leave.
I forgot my username, do I need to register a new account?
No, you don't need to register a new account. Contact MASS-eApply team on MASS-eApply@health.qld.gov.au
How I update my account details?
How do I change my MASS-eApply Display Name, Username or Account Email?
Contact MASS-eApply team on MASS-eApply@health.qld.gov.au
Can I change the organisation (Group/Team) that my account is registered under?
No, we're unable to move accounts. You'll need to register a new account under your new organisation.
Please contact MASS-eApply team to close your existing account on MASS-eApply@health.qld.gov.au
How do I update my address or phone number?
To update the details on an application (e.g. in the "Prescriber Details" page) you'll need to type over the details on the form. It will save on the submission of an application. Note: you cannot change details on submitted applications.
I work in multiple locations; can I use just one account?
No, you will need to register accounts for each location with separate usernames.
Password Setup and Troubleshooting
How do I set up a password?
Once your registration is approved, you'll receive a confirmation email and an email with a hyperlink to set up your account password.
What are the password requirements?
The password requirements for MASS-eApply user accounts are:
- 8 Character minimum
- At least one (1) numerical digit
- At least one (1) lowercase character
- At least one (1) uppercase character.
It is important to set a strong password as your credentials (username and password) are used to access your own and your organisation applications, which contain sensitive personal information. Conversely, they exist to guard against unauthorised access to your account.
Due to privacy requirements your password is encrypted, you will need to reset your password if it is forgotten. You can do this by clicking the “Forgotten your password” link available in the login screen or by contacting the MASS-eApply team on MASS-eApply@health.qld.gov.au.
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.
I clicked the forgot password link, but it didn't send me an email
This can occur if the username doesn't match an existing account or your account is unverified.
Contact MASS-eApply team on MASS-eApply@health.qld.gov.au
I received the link to verify my account, but it has expired, do I need to register again?
No, you don't need to register again. Contact MASS-eApply team to send you a new hyperlink on MASS-eApply@health.qld.gov.au
I received a message when resetting my password "An error occurred while resetting your password"
The username you are entering does not match an active registered account. This could mean:
- What you're entering is incorrect
- Your account username is different (e.g. You are entering an email address instead of your username)
- Your account is locked
Contact MASS-eApply team on MASS-eApply@health.qld.gov.au
My MASS-eApply account is locked, how do I unlock it?
Contact the MASS-eApply team on MASS-eApply@health.qld.gov.au to unlock your MASS-eApply account.
MASS-eApply accounts can be locked due to:
- Entering the incorrect password multiple times.
- Inactivity - over 90 days without logging in.
- Unverified accounts - if your account hasn't been verified in over 30 days.
- If your groups administrator requested your account to be locked e.g. due to long-term absence, changed departments etc.
MASS may require verification from your employer to reinstate your access.
Please note, if your organisation group was closed or you have changed MASS-eApply organisations (e.g. changed departments) you may have to register again.