Filenews 20 January 2022
Answers to 26 citizens' questions about the COVID-19 Positive Case Recording Platform (phase) were published by the Ministry of Health.
- What is my user number? Where will I find it?
The first message you receive with your positive result is sent by the laboratory to inform you about it. When your result is registered on the relevant platform, it will be received by the competent service of the Ministry of Health (YYY) and the user number will be created, which you will receive by message the next day (so it may take 2 days from the day you took the test to receive a code). The 48 hours you have to fill in your details starts from the time you receive the message with the user code and not from the time the laboratory test was performed.
- The username you sent me doesn't work, I can't log in.
The user id is valid 48 hours after receiving the message that includes it. If you do not enter the platform to fill in your details within this time frame, the code expires and only the basic data listed in the test sent by the laboratory are passed to the official database of the Ministry of Health.
Consequently
a) If the 48 hours have elapsed, you are waiting for a phone call from a HR officer to fill in further details. But this can take several days.
b) If the 48 hours have not elapsed, try one of the following:
- The date of birth should be in the form of dd/mm/yyyy, e.g. 03/10/1978.
- It is possible that your date of birth has been recorded incorrectly by the sampling point / laboratory / pharmacy where you did the test. Check the message you have received with your positive result to verify that your date of birth has been correctly recorded. If the message came wrong, log in to the wrong date (because it was registered in the system) and when you log in, you can fix it.
- If your date of birth is correct, try reversing the date by month. E.g. If your date of birth is 10/06/2000 (dd/mm/yyyyy), try connecting to the date 06/10/2000 (mm/dd/yyyyy).
- I came out positive and the codes didn't come to me. When will you send them?
When your result is registered on the relevant platform, it will be received by the competent service of the Ministry of Health and the user number will be created, which you will receive by message the next day. So this can happen a day or two after you are informed about your positive result.
- I can't make my statement from my phone or I don't have an internet connection.
The use of the platform is easier through a computer. However, your declaration can be filled in from any device (laptop, computer, mobile, tablet) and from any software (android, iOS). Any person who has your consent can fill in your declaration on your behalf, as long as you provide them with your user number, date of birth and the one-time password that will be sent to your mobile phone when you try to connect that person to the platform. In such a case, this person will have to fill in your own details on the platform.
- You wrote me the wrong date of birth in the message that says I'm positive. Fix it to get me on the platform.
Enter the platform with the date of birth indicated in the message (even if it is the wrong one). You can fix it after you sign in.
- I keep getting codes on my phone and none work.
In the user number enter the code that has been sent to you in the message you received from the YYY. After you enter your date of birth, you will be asked for a unique number (OTP). Then you will receive on your mobile a message with a one-time code. Register it to proceed. If you click on Start here multiple times, you will be sent the corresponding unique numbers. Enter the last one you have received.
- I have been sent OTP, I put it in and it does not proceed.
The one-time password (OTP) has a duration of a few seconds. Register it as soon as you receive it. If time passes, you will have to click on Start here again and then you will be sent a new code.
- I did temporary storage and I try to get back in. Which of all the codes should I put?
You will repeat the process of entering the platform with your user password, date of birth and the new OTP code that will be sent to you after you enter the other two details and click on the Button Start here.
- It does not submit.
Check on all records that you have filled in the required fields (marked with *). When you proceed with a submit, it will mark you at the top of the page in red the fields that you have not filled in and that are mandatory.
- I try to register with my statement while I filled in the platform an hour ago and nothing happens.
If you leave the platform inactive for too long, it automatically logs off, so you can't move on. Press refresh and re-enter your passwords and the new OTP. If you did not have time to do Caching, the information you have already entered has unfortunately been lost and you will have to fill in all the fields again. Remember to Caching whether to stop again, or Post when you're done filling out your declaration. If the declaration is successfully registered, then it will show you a message of successful registration.
- How do I know that my statement has been successfully registered? Am I getting a text message?
If you see a successful registration message from the platform, it means that the listing has been made. You won't get a message or copy. In addition, if you have recorded your email in the corresponding field of the statement, then you will also receive an email with the instructions for your self-isolation.
- Why doesn't it allow me to register/save my statement, while letting me move on and it greens me every step as I move forward?
The green colour is not an indication that this step is correctly filled in. It lets you proceed so you can fill in information in the other fields. If you've left necessary fields unfilled, it will highlight them to you when you reach the last step and try to register. You can temporarily save an incomplete entry and come at a later time (within the predefined 48 hours), edit it and register it.
- If I don't have all the information, can I save what I filled in and go back to fill in the rest?
Yes, you can. Go through all the steps until you reach Step 8. There you can do caching by selecting NO at the point You have completed your declaration. You can come back later to fill in all the fields and register.
- What is the use of caching?
The purpose of caching is to store any information you have recorded up to that time, in case you need to stop filling out your declaration for any reason, even if you have not completed all the steps of the declaration, so that it can be stored in the system so that you can complete your declaration at another time. In addition, if you need some help from the phone lines, if you have saved your statement, the officer you will contact will be able to see what you have already entered and identify where there is a problem in your statement.
- I've done caching. Where will I now find my saved statement again?
When you log back into the platform (with the same user number that has been sent to you from the beginning by the Ministry of Health and your date of birth, but with the new one-time code that will be sent to the mobile of the case), you will find stored all the data you had stored online and not in a folder on your device.
- I have temporarily saved and my passwords have expired without registering. Can the YYYY see the information I filled in?
No. In order for your information to be transferred to the national database of the Ministry of Health for cases, you will need to register. Otherwise, only the original data (name, identity number, date of birth and date of sampling) will be automatically transferred and an officer of the Ministry of Health will call you in the next few days to ask for more information.
QUESTIONS RELATED TO THE COMPLETION OF THE PLATFORM
- What are the required fields? Those that have a blue symbol next door or those that have a star?
Those that have a star. The blue symbol is for explanations.
- I'm trying to change my name to English because you wrote it to me wrongly. But it doesn't let me write.
In order to be able to write in this field, you must have your keyboard in English and you must write in capital letters.
- What does isolation mean in Step 7?
It means whether you will spend the quarantine alone at home or with others, even if they are in different rooms.
- What will I put in the Country of departure in Step 4?
The country of departure is the country from which you departed to come to Cyprus. This flight also concerns the date of departure, the flight details and the passenger seat.
- I try to submit and it takes me to Step 5. Since I am unemployed / After working online, why should I fill it in?
This field is required. Fill in your capacity, whatever it may be (UNEMPLOYED, STUDENT, KINDERGARTEN, INFANT, PENSIONER, etc.), even if you have time to go to your workplace with physical presence.
The Employment field is required. Fill in your status there whatever it is (TEACHER, STUDENT, CLEANER, SECRETARY, etc.) and then fill in the information required in the Education tab.
- I don't find my doctor in the system.
Try with your doctor's name, last name, phone number or even password (d---) if you know him. But give only one element at a time. Try your first or last name in Roman characters as well.
- I don't know if I actually chose my personal doctor, because it turns out to me something orange when I choose him.
If you have clicked on the doctor's name and it has turned orange, then it has been selected. Tap Next to proceed.
- I have registered my statement, but I have forgotten to put a contact. How do I state it now? The system doesn't allow me to re-enter.
If you have entered your statement, you no longer have access to the system. Fill in the file you have received in your email or that you can find here and send it to the address contacttracting@moh.gov.cy to be registered. The additional contacts will be updated at a different time than the ones you provided on the platform..
- I try to state the birth dates of my contacts and it doesn't go ahead. I have to go back month to month until I go e.g. to 1960.
This has been observed mainly in users of the platform through specific mobile phone devices. Better to press caching and continue from a computer or other device for more convenience. Alternatively, try typing the date of birth instead of looking for it in the calendar.
