Troubleshooting
- Roman Konovalov
Issue: We uploaded the member details, but the COC Portal says the policy details are not found, or the COC penalty amount is wrong, or the original policy expiry date is in the future.
Solution:
Go to the Greenrain Members Portal and find the uploaded member using Emirates ID or Unified Number.
Make sure that member data are correct, especially these fields:
Start Date
Renewal Date
Expiry Date
Status
If member data are correct, Shafafiya has not updated the Shafafiya History used for the COC calculation.
Go to Shafafiya History to find the history of members across all payers. You can search for Shafafiya History using a member’s Emirates ID or Unified Number.
Export the found Shafafiya History to Excel.
Send an email to Shafafiya Support at shafafiyasupport@doh.gov.ae. You need to attach the following files:
Screenshot from Greenrain Members Portal to prove that you have uploaded the member with correct data.
Shafafiya History that you have exported to an Excel file.
After Shafafiya Support fixes the issue, you might need to cancel the generated COC and generate a new one.
If you need help, please get in touch with Greenrain Support at help@greenrain.online.