Frequently Asked Questions (FAQs)

Q1. I was able to login to this portal till EAD released this new version. Has my information been deleted or lost?

Q2. I have already paid for an application but now I am not able to login into the new portal and view its status. Do I need to resubmit the application and pay again?

Q3. I have followed instructions enshrined in the email from EAD Customer Relations Division but was not able to login into the new portal. What do I do?

Q4. I was able to login and view my dashboard but the documents I had uploaded in the old portal are missing. Have they been deleted and do I need to upload them again?

Q5. Why was my password changed when all other data was migrated from the old portal?

Q6. I have a valid license that expires after Sunday, 03 Jun 2012 but have not received any email communication from EAD Customer Relations Division which details the procedure to access EAD's new e-Services portal. What do I do?

Q7. I am finding it difficult to read the page because the font size is too small. What should I do?

Q8. Which browser should I use to access this portal?

Q9. What screen resolution should I set on my computer to access this portal?

Q10. Why so many fields have been made mandatory in the new portal?

Q11. I clicked on the "Pay" button and the page was stuck with the warning "Please do not close this window/tab …" What should I do?

Q12. I entered correct Credit Card details on the Payment Gateway page and clicked on "Pay". The page did not go back to my application displaying whether my transaction was successful or failure. What should I do?

Q13. I filled in all the details required on a page and clicked on "Next >" or "Submit" button but the page does not refresh or change. What should I do?

Q14. I have been trying to Register for e-Services using Microsoft Internet Explorer 9.0 and always receive half-a-page in my browser. I am not able to register. What should I do?

Q15. I was told to use "Compatibility view" mode while accessing the older version of this portal using Microsoft Internet Explorer. Should I continue doing so?

Q16. I have selected all the mandatory files to be uploaded in the application's page. Upon clicking "Next >" or "Submit" buttons, the page displays an error asking me to upload these documents. What is wrong?

Q17. Why does the page say "Due to inactivity your session has expired …" when I was reviewing the data entered?

Q18. Why certain services like "Envirospellathon" have been discontinued?

Q19. In the old portal, we could register ourselves as a "School" and transact. How can we do it in the new portal?

Q20. Recently, I was contacted by the representative of a Bank who was trying to sell Credit Card to me. Does EAD provide personal contact data to third parties?

Q21. I am sorry, but I forgot to note down my application number. Will EAD Customer Relations Division  be able to find my application?

Q22. During registration, how do I set my preferred language?

Q23. I registered using the Arabic portal, and am not able to login. What should I do?

Q24. I am trying to register myself (or my company) but the portal does not allow me to and displays "duplicate entry". What is wrong?

Q25. I have forgotten my password. How do I reset my password?

Q26. The representative of my company who used to file all applications with EAD has changed. How do I change the email id or contact details?

Q27. After entering all the required details on the Payment Gateway screen, I receive the following error "Request is not permitted or not authenticated properly". What should I do?

Q28.I cannot renew my permit. I received a message from EAD saying that I have non-compliances, What do I do?

Q29. I do not have non-compliances from the last inspection, What do I do?

Q1. I was able to login to this portal till EAD released this new version. Has my information been deleted or lost?

A1. Any information provided to EAD will neither be lost nor deleted. You may not be able to login if one or more of the following statements are correct:

  • I do not have any valid licenses from EAD
  • I did not submit any applications on this portal, they are all draft and I was planning to submit them soon
  • I have submitted applications on this portal but did not pay for the service
  • I have not retrieved latest email(s) sent by EAD Customer Relations Division , which details out the procedure to login to the new e-Services portal

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Q2. I have already paid for an application but now I am not able to login into the new portal and view its status. Do I need to resubmit the application and pay again?

A2. If you have already paid for a service but have not received your license or a rejection notification, please be patient as the application must be under processing. You neither have to resubmit the application nor pay for it again. If you have resubmitted the application and paid for it again without reading this FAQ, then EAD regrets to inform you that EAD might reject the application and will not be able to refund the money paid in resubmission.

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Q3. I have followed instructions enshrined in the email from EAD Customer Relations Division but was not able to login into the new portal. What do I do?

A3. Please make sure that the username and password you entered to login is exactly as per instructions received in the email. The passwords are CaSeSeNsItIvE, i.e., "PassWord" is not same as or equal to "password". If you still face problems in logging in, please contact EAD Customer Relations Division with specifics about the error you are receiving. EAD Customer Relations Division will liaise with the technical personnel in EAD and get it resolved with appropriate priority.

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Q4. I was able to login and view my dashboard but the documents I had uploaded in the old portal are missing. Have they been deleted and do I need to upload them again?

A4. Since you were able to login successfully, congratulations and welcome to our new e-Services portal. The documents that you had uploaded in the old portal could not be migrated to the new one due to technical limitations. EAD regrets any inconvenience that this may have caused and requests you to upload the same or updated ones in the new portal. Please be informed that your applications may be rejected if correct and valid documents are not uploaded during the application submission process. EAD will access your documents in its old portal only for reference and confirmation purposes. Even though those documents might be correct and valid, EAD will not take those documents into consideration as part of your application in the new portal.

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Q5. Why was my password changed when all other data was migrated from the old portal?

A5. As per EAD's Information Security Policy, no EAD staff and/or its Vendors even with Administrative Privileges have access to anyone's password. Hence, passwords could not be migrated to the new portal. Instead, passwords have been reset for all such Customers who possess valid licenses so that they can change it again once they have logged in successfully.

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Q6. I have a valid license that expires after Sunday, 03 Jun 2012 but have not received any email communication from EAD Customer Relations Division which details the procedure to access EAD's new e-Services portal. What do I do?

A6. EAD regrets any inconvenience that this may have caused. EAD requests you to please contact its Customer Relations Division with the details of your license which will help them resolve the access issue with appropriate priority.

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Q7. I am finding it difficult to read the page because the font size is too small. What should I do?

A7. Most of the browsers provide a feature to increase font-size through its tools/options. If you are unable to find such an option in your browser, please feel free to contact one of the EAD Customer Relations Division representatives who will assist you in setting up the browser appropriately.

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Q8. Which browser should I use to access this portal?

A8. This portal is optimized for Microsoft Internet Explorer 9.0, Google Chrome and Mozilla Firefox. Whilst, the portal should work for other browsers as well, should you face any difficulty or errors in accessing this portal using other browsers, we request you to please use one of the browsers mentioned above and Submit your feedback to EAD Customer Relations Division who will forward it to EAD's technical team in-charge of this portal.

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Q9. What screen resolution should I set on my computer to access this portal?

A9. This portal is optimized for viewing in 1280X800 screen resolution. However, you can choose higher resolutions if your computer allows but not lesser than 1024X768.

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Q10. Why so many fields have been made mandatory in the new portal?

A10. Based on the learning from operating e-Services portal for more than five (5) years now, EAD believed that specific fields should be made mandatory so that its staff is adequately equipped with all the information required to make a decision on the application from the time an application is received without the need to go back-and-forth for such information from the Customer. This reduces turn-around time and has been done keeping EAD's Customers' time and efforts in mind.

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Q11. I clicked on the "Pay" button and the page was stuck with the warning "Please do not close this window/tab …" What should I do?

A11. EAD regrets any inconvenience this may have caused but these errors are beyond EAD's control as the Payment Gateway page is not served by EAD's servers. In all the tests carried out by EAD, the Payment Gateway page took 20-30 seconds to load. If you have waited more than this time and the page still doesn't change, EAD requests you to close the browser and sign-in again. The application you were trying to pay for must be in the "Drafts" folder from which you can try paying again. If this problem persists continuously, EAD requests you to contact its Customer Relations Division with appropriate details for them to notify the Payment Gateway and resolve the issue.

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Q12. I entered correct Credit Card details on the Payment Gateway page and clicked on "Pay". The page did not go back to my application displaying whether my transaction was successful or failure. What should I do?

A12. EAD regrets any inconvenience this may have caused but these errors are beyond EAD's control as the Payment Gateway page is not served by EAD's servers. In all the tests carried out by EAD, the Payment Gateway page took 60-120 seconds to display whether the particular transaction succeeded or failed. If you have waited more than this time and the page still doesn't change or is stuck, EAD requests you to please seek the transaction number from your card issuing Bank and communicate the same to EAD's Customer Relations Division with relevant details about your application. EAD will check its transaction records received from the processing bank to ascertain whether the payment has been received. If the payment was received, Customer Relations Division will advise you on next steps. If the payment was not received or the issuing Bank could not provide you with a transaction number because the transaction failed, EAD requests you to sign-in again, pick-up your application from the "Drafts" tab and try paying again. Please note that in case of successful transactions, the process of reconciling may take a few days and EAD appreciates your patience till the matter is resolved. In all cases, please do not disclose your CVV number of the Credit Card to EAD representatives. If you chose to do so, you shall be disclosing at your own risk and EAD shall not bear any responsibility of the impact of such a disclosure.

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Q13. I filled in all the details required on a page and clicked on "Next >" or "Submit" button but the page does not refresh or change. What should I do?

A13. While you may have filled in all the details required on a page and clicked on the "Next >" or "Submit" buttons, it is possible that some details entered are incorrect or contradictory in nature. For example, the Trade License valid "To date:" cannot be prior to its "From date:". These "on-page validations" will stop you from going to the next step or submitting the application. Please scroll up to the top of the page and check if the page displays any error messages. If there are error messages, you are requested to correct the data entered and the click on "Next >" or "Submit" buttons. Depending upon the amount of data entered, sometimes the page takes a finite amount of time to prepare the same for sending it to the server but this should not typically take more than 2-5 seconds. If you are unable to proceed further even when the page does not display any errors on the top, please contact EAD Customer Relations Division with all relevant details so that the representatives can forward it to EAD technical team for resolution with appropriate priority.

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Q14. While trying to access EAD eservices link in IE8 or IE9 the screen is not displayed completely; only part of the screen is displayed. I am not able to proceed further with Registration, what should I do?

A14. EAD eServices is compatible with IE9, Chrome 19.0, Mozilla 12.0. And if you are facing the issue perform the following steps

1.        Ensure IE version is IE9, if not upgrade to IE9

2.        Click on Tools-> Internet options->Advanced->Click on Reset button

3.        Close all open windows and restart IE9

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Q15. I was told to use "Compatibility view" mode while accessing the older version of this portal using Microsoft Internet Explorer. Should I continue doing so?

A15. The new portal is compatible with latest versions of Microsoft Internet Explorer 9.0 and you should discontinue using "Compatibility view" mode.

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Q16. I have selected all the mandatory files to be uploaded in the application's page. Upon clicking "Next >" or "Submit" buttons, the page displays an error asking me to upload these documents. What is wrong?

A16. In the new version of this portal, after selecting the file to be uploaded by clicking the "Browse" button, please click on the "Upload" button (if you see it) to upload the document(s) to the server. It is only after uploading the document(s) will the page allows you to go forward.

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Q17. Why does the page say "Due to inactivity your session has expired …" when I was reviewing the data entered?

A17. Due to the very nature of Internet-based transactions, it is a commonly accepted good practice to force a "session time-out" to save you from possibilities of misuse. If your session is going to get expired, you can "extend" it by clicking on the "extend" button. If your session has already expired, you will have to login again. The current session validity is for 20 minutes from the last "click" on a hyperlink (Menu, Tab or Buttons) excepting the "Sign out" link. In cases of expired sessions, please be advised that all data entered on that page will be lost unless you have clicked on the "Save as Draft" button before the session expired.

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Q18. Why certain services like "Envirospellathon" have been discontinued?

A18. Prior to releasing the new version of its e-Services, EAD undertook a detailed exercise to review the services it provides online. Based on this review exercise it was found that some services cannot be categorized as "e-Services" or are no longer provided by EAD or are not completely integrated with other ADGEs. All such services have been discontinued.

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Q19. In the old portal, we could register ourselves as a "School" and transact. How can we do it in the new portal?

A19. In the new portal, you can register as a "Company" but EAD believes that there are no services in its current portfolio that can be of any use to entities engaged in the education sector in the Emirate of Abu Dhabi, especially Schools.

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Q20. Recently, I was contacted by the representative of a Bank who was trying to sell Credit Card to me. Does EAD provide personal contact data to third parties?

A20. EAD does not provide personal contact data to any third party unless such a disclosure is required by law or a court of competent jurisdiction orders EAD to do so. Your personal data is completely safe and confidential with EAD. Should you believe that there has been a breach of EAD's Privacy Policy, please feel free to contact Customer Relations Division with the relevant details and evidences for EAD to take immediate and appropriate action – EAD takes such matters very seriously.

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Q21. I am sorry, but I forgot to note down my application number. Will EAD Customer Relations Division  be able to find my application?

A21. In all circumstances EAD requests you to note down/remember your application number to trace it within the portal. EAD Customer Relations Division  representatives can gladly assist you as they have access to unique Search feature using which they can identify your application; provided you remember the type of application and the date on which you submitted the same. However, this only wastes your time and efforts as well as of our staff because of which EAD requests you to note down the application numbers in future.

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Q22. During registration, how do I set my preferred language?

A22. If you are registering using English portal, then your preferred language is set as English. While if you are registering using Arabic portal, your preferred language is set as Arabic. Please note, that this language preference is changed if you click on the other language after you login or change it using the Personalize feature.

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Q23. I registered using the Arabic portal, and am not able to login. What should I do?

A23. In all circumstances you should be able to login unless you have chosen a username using Arabic characters. For example, your chose your username as "محمد1972". This is not valid for this portal. To use the same username, please register as "mohammed1972". The portal understands username in English characters only and the same is applicable for passwords. EAD requests you to please re-register or contact the Customer Relations Division for further assistance.

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Q24. I am trying to register myself (or my company) but the portal does not allow me to and displays "duplicate entry". What is wrong?

A24. In all probability, you must have already been registered. Please seek further assistance from EAD Customer Relations Division.

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Q25. I have forgotten my password. How do I reset my password?

A25. Please click on the "Forgot password?" link on the left-hand side menu and follow instructions that appear on the screen. If you have forgotten your username or do not have access to the registered email address, please seek further assistance from EAD Customer Relations Division.

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Q26. The representative of my company who used to file all applications with EAD has changed. How do I change the email id or contact details?

A26. Please login to the portal, click on the "Personalize" link on the left-hand side menu and follow instructions that appear on the screen to change contact details.

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Q27. After entering all the required details on the Payment Gateway screen, I receive the following error "Request is not permitted or not authenticated properly". What should I do?

A27. This error occurs in one or all of the following scenarios:

·          You may be using an International Credit Card, i.e., a Credit Card issued by a bank outside the UAE. The Payment Gateway provider does not accept International Credit Cards. Please use a Credit Card issued by a bank inside the UAE.

·          Credit Card number and/or expiry date and/or Verification no. is incorrect. Please re-check and re-enter these details.

·          The Credit Card processor servers may be busy or overloaded with requests. Please try again after sometime.

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Q28.I cannot renew my permit. I received a message from EAD saying that I have non-compliances, What do I do?

A28. Please contact EAD Customer Relations Division to coordinate for an inspection on your facility.

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Q29. I do not have non-compliances from the last inspection, What do I do?

A29. Please contact EAD Customer Relations Division to confirm this.

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