eCares

1st Line Support Contact Details

https://mezzaninewiki.atlassian.net/wiki/spaces/SUP/pages/209223715

When do I contact My First Line Support

Follow this link for details on your support lines Support Procedures and Levels

 What is the eCares Registration Platform?

The eCares Registration Platform is an online system designed for the registration and approval process of Early Childhood Development (ECD) programmes. It facilitates the application process, document submission, and approval workflow.

2.

Who can use the eCares Registration Platform?

The platform can be used by Applicants (individuals registering and applying for ECD programmes), DBE Reviewers (individuals reviewing applications), DBE Approvers (individuals approving applications), and DBE Administrators (individuals generating certificates).

3.

Can I access the eCares platform from a mobile device? 

Yes, the eCares platform is mobile-friendly and can be accessed from any device with an internet connection. 

4.

Is there a fee to register on the eCares platform? 

No, there is no fee to register or submit an application on the eCares platform. 

5.

 How do I register on the eCares platform? 

Access the ECD web registration portal at https://ecares.mezzanineware.com, go to User Registration, enter your first name, last name, mobile number, and email address, then click 'Register'. You will receive an SMS and email confirming successful registration.

6.

What should I do if I do not receive the registration confirmation email?

Check your spam or junk mail folder. If you still cannot find the email, contact support for assistance.

7.

How can I update my contact information on the platform?

Log in to your account, go to your profile settings, and update your contact information. Remember to save the changes. 

8.

What should I do if I forget my password? 

On the sign-in page, click on “Recover your password”, enter your mobile number starting with 27 (RSA dialling code), and click 'Reset Password'. You will receive an SMS with a temporary password.

9.

How do I change my password?

After signing in with the temporary password, the system will prompt you to change it. Enter a new password (at least 6 characters long), confirm it, and click 'Change Password'.

10.

What documents are required for the application process?

You need certified ID copies for the applicant and each staff member, and Form 30 for the applicant and each staff member of the ECD programme. 

11.

How do I add staff members to my application?

After registering, you will be prompted to add staff members. Enter their details, roles, and qualifications, and click 'SAVE'. Repeat the process for each staff member.

12.

 How do I fill out the Health and Safety Self-Assessment? 

Answer all 15 questions with 'Yes' or 'No'. You cannot proceed if any question is unanswered. If any answer is 'No', the application will exit, and you will need to resolve the issue before continuing.

13.

How do I upload required documents?

In the 'Add Staff Documents' section, click on 'EDIT' next to a staff member's name, choose the document type from the dropdown list, and upload the document. Repeat for all staff members. 

14.

How do I know if my documents have been successfully uploaded?  

After uploading, a confirmation message will appear, and the document status will change to "Uploaded" next to the respective staff member's name. 

15.

What happens if I submit incorrect or incomplete documents?

If incorrect or incomplete documents are submitted, your application will likely be declined, and you will receive instructions on how to correct and resubmit your application. 

16.

Unable to proceed to go to the next page?

The system will alert you about any incomplete fields. Ensure all required information is provided, including selecting the appropriate options from dropdown menus and filling in mandatory fields. 

17.

What happens after I submit my application? 

Your application status will be displayed as 'Review Pending', 'Approval Pending', or 'Rejected'. The application will be reviewed by a DBE user who will capture notes and a decision.

18.

How long does the review process take?

The review process timeline can vary, but you can check the status of your application at any time by logging into your account. 

19.

Can I appeal a declined application?  

Yes, if your application is declined, you can address the issues noted and resubmit your application. If further clarification is needed, you can contact support. 

20.

How do I respond to a declined application? 

You will receive an SMS notification to revisit your application. All decline notes will be shown, and you must address the issues noted before re-submitting your application. 

21.

Who can I contact for support? 

If you need assistance, you can contact the support team whose details are provided in the user support contacts section of the platform.

22.

What should I do if I encounter technical issues on the platform?

For technical issues, contact the support team. Ensure you provide a detailed description of the issue, including any error messages received. 

23.

What languages is support available in?  

Support is available in multiple languages. Check the user support contacts section for the languages offered.

24.

Where can I find video tutorials or additional training materials?  

Video tutorials and training materials are available in the 'Help' section of the eCares platform.

25.

How is my personal information protected on the eCares platform?  

The eCares platform uses advanced encryption and security protocols to protect your personal information.

26.

What should I do if I suspect my account has been compromised?

Immediately change your password and contact support to report the issue and secure your account. 

27.

Can I save my application progress and complete it later?  

Yes, you can save your progress at any point and return to complete your application later. 

28.

Are there any specific browser requirements for using the eCares platform?

The eCares platform is compatible with most modern browsers, including Google Chrome, Firefox, and Safari. Ensure your browser is up to date for the best experience. 

29.

What happens after I submit my application?

Your application status will be displayed as 'Review Pending', 'Approval Pending', or 'Rejected'. The application will be reviewed by a DBE user who will capture notes and a decision.

30.

 How do I respond to a declined application?

You will receive an SMS notification to revisit your application. All decline notes will be shown, and you must address the issues noted before resubmitting your application.

31.

What is the role ?

DBE Administrators can generate certificates and have access to view all successful registration applications.

32.

What does "Session expired" mean?

The "Session expired" message indicates that your current session on the eCares system has timed out due to inactivity, or the because of the system's security settings.

33.

What should I do when I see the "Session expired" message?

To resolve this, simply refresh your browser page or re-authenticate yourself by logging in again.

34.

I refreshed the page, but the problem persists. What should I do?

If refreshing the page doesn't solve the issue, try clearing your browser's history and log in again. If the problem continues, contact technical support for further assistance.

35.

Can I save my progress without filling in all the mandatory fields?

The system allows you to save incomplete progress, but you won't be able to proceed to the next step until all mandatory fields are filled. You will save all completed steps and cancel the application. Your application will be saved as APPLICATION INCOMPLETE. 

36.

What should I do if I uploaded the wrong document/ want to delete a staff member's document?

 If you uploaded the wrong document or want to delete a staff member's document, click the "REMOVE" button next to the document you want to delete. Confirm the deletion by clicking "OK" in the confirmation pop-up.

37.

What happens if I delete a staff member's document?

If you delete a staff member's document, it will be permanently removed from the system. You will need to re-upload the document if it is required for the application process.

38.

How do I know if a document is successfully uploaded?

After uploading, the document will appear in the list with details such as the date last uploaded, document type, and approval status. Ensure that the status changes to "Await Review".

39.

What does the "Await Review" status mean?

The "Await Review" status means that the uploaded document is pending review by the relevant authorities. It will be either approved or declined after the review and you will receive an SMS on your application status with decline notes, if there is information or documents missing, decline/approval on your application.

40.

Why am I seeing a message to upload all required documents for staff?

This message appears when not all the required documents for the staff members have been uploaded. Each staff member needs to have all necessary documents (FORM 30 and ID) uploaded to proceed with the application.

41.

 How can I check which documents are missing for a staff member?

Review the list of uploaded documents for each staff member by clicking EDIT against each staff member. Missing documents will not be listed on the Staff documents. Ensure each document type (FORM 30 or ID) specified in the application requirements is uploaded.

42.

Is the Self-Assessment photo compulsory to upload?

No, the Self-Assessment photo is not compulsory to upload. You can proceed with your application without uploading it.

43.

What should I do if I receive an SMS saying, "We have added a comment(s) to your ECD application"?

 Log onto the eCares system, where you will find your application back on your list marked as INCOMPLETE.

44.

What does the "INCOMPLETE" status mean for my application?

The "INCOMPLETE" status indicates that there are issues or missing information in your application that need to be addressed. Follow the comments and update your application accordingly.

45.

How do I find the comments added to my ECD application?

Login to your application. Then go through the application steps to review if the are not declined notes on each step. Declined notes are always on the top of the page with message “Review feedback. ”Click on "EDIT" and then "VIEW DECLINES NOTES” Click "OPEN”. The system will take you to the step/page you need to update.

46.

What steps should I follow after viewing the decline notes?

After viewing the decline notes, click "OPEN." The system will guide you to the specific step that requires updating. Make the necessary changes then click on mark as read on read declined notes and save your progress.

47.

Can I re-submit my application after making the required updates?

Yes, after making the required updates based on the comments, you can save the changes and proceed to re-submit your application for review.

48.

How can I ensure my application will not be marked as INCOMPLETE again?

Carefully review the comments and ensure you provide all the required information and correct any issues pointed out. Double-check your application before re-submitting.

49.

How do I verify that all required documents are uploaded as an Administrator?

Navigate to the application’s document section (Step 12/13) and check the list of documents awaiting review. Ensure each staff member has a certified ID copy and Form 30 attached for you to approve or decline.

50.

What should I do if a document/information is missing or incomplete?

Add a decline note specifying the missing or incomplete documents instructing the applicant to resubmit the correct documents. The applicant will receive communication with the decline note/s.

51.

How can I access the NCPR to check staff records?

You can access the NCPR only after verifying and approving the ID and Form 30. Click on the link provide on Step 12/13. Sign in with your registered credentials and validate the Staff. You will also download the clearance certificate.

52.

How do I review and approve applications?

Log in to the system and access the list of applications pending review. Go through each section, ensuring all documents are in order and approve or decline as necessary.

53.

How can I track the status of applications in review, approved or rejected?

Use the report viewer feature to track the status and outcomes of applications you’ve processed.

54.

What is the difference between Decline notes and Admin notes?

Decline notes provide clarity on what is missing or incorrect, guiding the applicant on the necessary corrections or additional information required to complete their application. Admin notes are used internally within the system for communication and documentation purposes among administrators, reviewers, and other authorized personnel. These notes help track internal decisions, observations, and actions taken during the application review process.

55.

 How do I generate a report with specified fields?

Add a search criteria on the list of applications to specify the desired field.

56.

What happens if the application administrator does not review the application within 48 hours?

It returns back to the pool of applications that need to be processed by administrator.

57.

How long is the duration for the applicants to rectify corrections on the application?

The system doesn't apply a time limit on when corrections should be submitted.