DBE 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.