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MASS online applications information

Registration Frequently Asked Questions

Who can register?

Allied Health Professionals currently submitting MASS applications in the following categories are able to register with MASS-eApply:

  • Communication Aids
  • Continence Aids
  • Cystic Fibrosis Program
  • Daily Living and Mobility Aids
  • HMEs and Laryngectomy Consumables
  • Oxygen
  • Palliative Care Equipment Program
  • Queensland Artificial Limb Service (QALS)
  • Spectacle Supply Scheme

Second stage roll-out (date TBA):

  • Orthoses
  • Medical Grade Footwear

Clients will be able to register in a future roll-out (date TBA).

How do I register?

To register complete a registration form at https://forms.health.qld.gov.au/#/vault - refer to the MASS-eApply Info Sheet: How to Register a user account (PDF 340 kB) information sheet for step-by-step guide on registration.

As part of your registration you can create or join an existing organisation. Organisations on MASS-eApply can contain an individual or group of prescribers or suppliers and administration staff who work together, such as a department in a hospital or a private practice.

Organisations allow users to access and complete applications as a team, allowing handover, application allocation, multi-disciplinary completion of applications and control of current prescribers. Organisations should be registered at the local/ward level to remain manageable for the users. All users should create their own user account to join the organisation.

As a default the first person to register for an organisation will become the administrator, the administrator will approve new users into the organisation. While the organisation administrator can be changed by MASS it’s easier to select who will be the administrator and have them register first.

What is an organisation, how does it work?

A single user or group, of prescribers or suppliers and administration staff who work together, such as a department in a hospital or a private provider’s practice.

As a member of an organisation, you can view and complete applications as a team. This allows handover during employee absences and for different team members to complete a form, for example, an administration staff member can start the application and complete the client’s personal details and the application can then be completed and submitted by a clinician.

Note:

  • An organisation can consist of only one person.
  • There is no limit to how many users can be added to an organisation.
  • A unit or a ward have more than one organisation associated with it, for example a Rehabilitation Unit could create an organisation for Mobility Equipment prescribers and another organisation for Continence Product prescribers.
  • Do make distinctive organisation names so that new users can select the right one.
  • Submission of the application must be done via the user account of a recognised MASS prescriber, e.g. a physiotherapist.
  • As default, the first person to register will become the administrator. The administrator will approve new users into the organisation.

How do we change the details of our organisation?

Contact MASS to change the organisation’s name.  Changes to other details such as the phone number will change when users submit new applications.

What are organisation administrators?

An organisation administrator, is also known as the "approver", "super-user" or "local administrator".

By default the first person to register for an organisation will become the administrator, the administrator will approve new users into the organisation. While the organisation administrator can be changed by MASS it’s easier to select who will be the administrator and have them register first.

If the organisation administrator does not verify their account within 30 days, the organisation will be locked as abandoned.

A step-by-step guide on approving new users is available here: MASS-eApply Info Sheet: How to approve, reject or remove users in your MASS-eApply Organisation (PDF 217 kB)

The organisation administrator does not have access to unlock accounts, reset other user's passwords or provide technical support.

What happens if the administrator is unavailable or doesn’t want to receive notification emails?

Contact MASS-eApply to re-assign the role to another registered user.

I am the organisation administrator; how often do I have to do anything with MASS-eApply?

The role is only required to approve new users when they register.

Refer to the MASS-eApply Info Sheet: How to Register a user account (PDF 340 kB) information sheet for step-by-step guide on registration.

I am the organisation administrator; How do I add or remove users to my organisation?

To approve new users into your organisation:

New users will need to complete a registration form on https://forms.health.qld.gov.au/#/vault. Refer to the MASS-eApply Info Sheet: How to Register a user account (PDF 340 kB) information sheet for step-by-step guide on registration.

Once they've submitted their registration, you will receive an email subjected "[Their name] wishes to join your organisation" with a copy of their registration form.

  1. Log in to MASS-eApply
  2. Your dashboard will have a reference to the pending application under “Assigned to Me”.
  3. Click on the registration application ID to open the form.
  4. Check their details are accurate and that the person does work in your organisation.
  5. Choose "Approve" or "Reject" and submit. If you are rejecting the application, it will allow you to enter a message.
  6. Click apply changes to confirm the approval or rejection.
  7. They will then receive a confirmation email, and an email to set up their password.

Removing a user from your organisation:

Contact the MASS-eApply team to have their account locked. Their applications will remain with the organisation.

Moving a user from or to another organisation:

User accounts cannot be moved from different organisations, they will need to complete a new registration form. Contact the MASS-eApply team to lock their existing account so they can use the same login credentials.

To add, change or remove the organisation administrator:

Contact the MASS-eApply team. The new administrator will need to register an account first so the role can be reassigned to them.

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.

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

No, please email the MASS-eApply team to send you a new hyperlink. Please note the hyperlinks expire after five (5) days.

Please note your account may be deactivated if you do not verify your account within 30 days.

User Account Frequently Asked Questions

I have forgotten my email or username

Please contact the MASS-eApply team to verify your details.

I forgot my password, could you tell me what it is?

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.

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.

How do I change my details?

Forms will pre-fill fields to save time. If your details change, enter the new details in your application and the details associated with your account will be saved on the next submission of an application.

To change your username, display name or email please contact the MASS-eApply team.

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.

I work somewhere else now, can you change my organisation?

You must complete a new registration with the new organisation. We are unable to switch your organisation as the applications you completed must remain with the original organisation.

Please contact the MASS-eApply team to close your previous account.

If I register, will I have to complete all my applications online?

No, you can still use the forms on the MASS website if the service area has them available.

I work in two places; can I use the one account for both?

This is up to the administrators/managers of the different organisations to agree on. The standard process is to have a separate account for each role. If you have distinctly separate jobs (i.e. a different position ID) then you will need separate accounts for each role.

Form Frequently Asked Questions

How do I start an application?

Applications can be started from the in the form vault.

How do you save an application; Can I stop half-way through 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. You can continue the application by opening it in your dashboard.

Do I have to complete an application in linear order?

No, you can move between the pages using the left navigation menu. Do remember that some aspects of the form are based on previous answers, such as the applicant’s age, so jumping between pages may cause unexpected results.

I can’t find an item I want to request

This can be due to:

  • The item might be named differently
  • It may not be part of the SOA or it is listed under a different category - check other drop-down menus for equipment items or the SOA lists for details.
  • Option may not be selected
  • It may not be allowable under the guidelines

Please contact the service area to confirm the details.z

What devices / browsers can I use MASS-eApply on?

MASS-eApply runs through your internet browser and is available across multiple devices.

It has been tested to work on the following:

  • Windows 7, 8, and 10: Firefox, Microsoft Edge, Internet Explorer and Chrome
  • OSX (High Sierra): Safari, Firefox, Chrome
  • iOS 10+: Safari, Chrome
  • Android: Chrome, Firefox, Saumsung Internet

Note: Internet Explorer is no longer supported by MASS-eApply so you must use an alternative browser.

Where do I sign the form?

Clicking tick-boxes and logging in using your unique credentials are legally acceptable proof of identity/consent.

How do I know when an application I submitted was approved?

MASS will contact you.

Can I revoke, cancel or change an application I have submitted?

Applications cannot be changed after submission due to auditing requirements.

You will need to contact the service area directly with the application number to explain the error, or cancel the application.

How do I delete an application I’ve started but no longer want to submit?

Due to auditing requirements, users cannot delete their applications. Please contact the MASS-eApply team with the application number and reason for deletion.

Help - I am getting an error message/the form is being very slow, what do I do?

If your browser has a security error, this can be caused by your browser firewall blocking the website, you will need to contact your own IT support to resolve this.

If the form is being slow or things aren't loading, this can be caused by internet connection or browser. Try using a different browser. Please note, Internet Explorer is being phased out by Microsoft and is no longer being supported.

Applicant search errors, refer to the applicant search frequently asked questions.

Eligibility page errors, refer to the eligibility page frequently asked questions.

If you can, take a screenshot of the error and send it to the MASS-eApply team via email.  You can note what it says if a screenshot isn’t possible. To assist us please outline what you were doing when the error happened and where in the form it appeared. It’s also helpful to say what your browser and operating system is.

Do I have to use the applicant search; how does it work?

It is advisable to search as the applicant may have a record already via another MASS service area.

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

The search works by entering the below details and matching against our applicant records:

  • Applicant's name
  • Date of birth (Entered DD/MM/YYYY)
  • MASS Unique Reference Number (URN) OR Concession card type
  • Applicant’s MASS URN (B number) OR Concession card number

Note:

  • For Centrelink numbers, please do not include “CRN” at the start.
  • For MASS URN please ensure you enter the “B” at the start.

If you do not search, or the applicant has no previous record with MASS you will need to manually enter the applicant's details.

Why is the search taking 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.

The applicant has received MASS services in the past, but they aren’t coming up when I 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.

Can I make corrections to the details that were received from the MASS search?

Yes. The details should be verified as being current and correct.

I was completing an application and entered the incorrect person’s details, and their details were retrieved into the form – can I change this?

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

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

What details are retrieved?

If the client is retrieved there will be details loaded for you such as their address and contact details.

The preloaded details will not include a client’s application history. Depending on the form you may be asked for additional information regarding the client’s assistive technology funding and living situation e.g. Home Care Packages.

If I retrieved a client, why do I still need to complete the eligibility page?

A successful applicant search does not guarantee client eligibility to all MASS services.

For Service Australia (Centrelink/DVA) errors messages, refer to the Services Australia check troubleshooting.

How does the Centrelink/Department of Veterans' Affairs check work.

MASS-eApply has permission to use Services Australia's (Previously known as the Department of Human Affairs) Centrelink Confirmation eServices (CCeS). CCes has strict controls and protocols for accessing applicant data.

The card holder (applicant, or if the applicant is a child, their parent/guardian) or their representative will need to confirm their consent for CCeS to verify eligibility. This consent will be used for the sole purpose of authorising Services Australia to provide information to MASS to determine their eligibility in relation to assistance or services provided by MASS.

This agreement can be made by having the client read the statement on the screen (or a printout) and clicking to consent with mouse themselves or agreeing verbally. Alternatively, the client can have the statement read to them and agree verbally. In both cases the wording should not be changed.

Who can provide consent to the Centrelink confirmation?

The consent can be provided by:

  • The card holder (the customer)
  • Their customer representative.  A customer representative is a person who is authorised by the customer, or by law, to represent the customer or manage the customer’s affairs. Customer representatives can include nominees, authorised representatives and powers of attorney.

If consent cannot be provided, another concession card may be used (if applicable).

Do I need to send in a MASS84 as well?

No, it is incorporated into the MASS-eApply application forms.

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.

What happens if the card holder doesn't consent.

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

Can I submit a photocopy of a concession card instead?

No, this won’t be accepted by MASS for adults as the client may no longer be eligible for the concession. It is acceptable for child applicants to submit a card copy.

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. Seniors Card) or try again in a few minutes.

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 client’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 client is over 65 years of age.

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

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.

Do seniors cards get checked?

Queensland Government Seniors Cards are not checked automatically but will be verified by contacting Smart Services after the application is received.

It says that the applicant details could not be verified online at this time.

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

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.

I'm receiving multiple 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 client 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 client will need to contact Centrelink to have their details checked.

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 client 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 client will need to contact Centrelink to have their details checked.

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 client 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 client will need to contact Centrelink to have their details checked.

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 client 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 client will need to contact Centrelink to have their details checked.

The applicant’s state could not be verified.

Centrelink has a client’s address is in another state or the client 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 client’s location is protected due to domestic violence contact the MASS-eApply team

Troubleshooting: The client 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
  • The card has been cancelled
  • The client is not the primary card holder (card is for a spouse or family member)
  • Centrelink has the client recorded as being deceased
  • The client is a Department of Veterans' Affairs (DVA) gold card holder

Troubleshooting:

  1. The client 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 client will need to contact Centrelink to correct any errors.

Service Area Specific Troubleshooting

Continence - How do I save a client'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)

Continence - It won't let me add stretch pants

Stretch pants are only available with non-adhesive pads.

Continence - How many items does the client receive?

Clients will receive the maximum subsidy amount based on the product selection.  Please refer to the continence aids application guidelines to review the MASS subsidy levels.

Equipment and QALS - What is an estimated co-payment or client contribution?

The estimated co-payment/client contribution is for costs that exceed the MASS funding limits.

Spectacles - My dispenser details have changed

Please contact the MASS-eApply team to update your details.

MASS-eApply Support

For enquiries and technical assistance contact MASS-eApply@health.qld.gov.au

Education and Resources

Information Sheets

Tutorials

The below MASS-eApply tutorials are available here.

  • The fastest way to apply for a Wheeled Walking Aid
  • How to apply for a bath transfer bench or static commode
  • How to find equipment in MASS-eApply
  • Applying for equipment which has a range of features included in the base price
Last updated: 11 August 2021