If an applicant encounters difficulties when submitting their online application, check the topics below to see how you can assist.
Get as much information from the applicant as you can:
•Name / organisation, email address, ID number / reference number
•Description of problem
•Screenshot if possible
•Which device and browser the applicant is using |
•Open the Person profile and check that the email address is spelled correctly.
•Check the email delivery report to see if the email failed to send.
•If the email address is correct, suggest that the applicant check their spam or junk mail folder.
•If the problem is still not resolved, you can send the application link via a separate email. |
•Are all required fields completed / selected?
•Are phone numbers and email addresses in the correct format?
•Are all required attachments uploaded?
•If Yes to either question, please check which browser the applicant is using.
•If the issue persists using Chrome or Edge, request information as noted in the Reporting issues section, and send to the support desk. |
•Locate the application in DevMan and check the status.
•If the milestone says Declined, the applicant has not met the criteria.
•Contact the applicant to clarify or explain.
•Should this applicant need to proceed to the next phase, delete the Declined milestone.
•Set the milestone to the appropriate one needed to proceed.
•Instruct the applicant to check emails (including their spam box) and proceed with their application. |
•Ask what browser the applicant is using.
•Suggest using another browser.
•Tell the applicant to clear their cache and try again.
•If the applicant is still unsuccessful, request information as noted in Reporting issues and send to the support desk. |
•Navigate back to the Document upload page using the link provided in the email notification or provided by the support team.
•Replace the document with the updated version.
•Click Submit again to complete the task. |
•Locate the applicant's entry.
•On the bursary profile, click Edit.
•Click on the milestone that indicated that the phase has been compete.
•Delete the milestone.
•Inform the applicant that they can now access that phase by using the link the received in their notification email. |
