-Please enable the self-registration application function in the HINCare web-portal – members - sign up setting. The name of your NGO will be shown in the list of NGOs under the self-registration application in the mobile app.

-Only the must-fill fields marked with * are required. You may skip the other fields. The must-fill fields are for member registration /creation use in the below scenarios : 1. For the NGO to recruit and create new members into the system; 2. For the NGO’s current member to do self-registration through the mobile app. The must-filled fields are catered for the NGOs’ staff’s reference when approving their application. The must-fill fields are basic personal information (name, gender, date of birth, contact information), information other than these are skipped.

-No, a member can only be allocated to one centre.

-Yes, he /she can log in with his/her staff account, but the system may not be able to retrieve the staff’s full personal profile in the database in such case in matching volunteering work. Therefore, it is advised for each staff to have a membership account (member name and password) for mobile app log in purpose.

- The membership number is assigned by the NGO staff during the input in the web-portal. The NGO can use their current membership number system for the input. Once the membership number is input and created in the HINCare system, the membership number is the “individual identity” in the system and cannot be changed. If the membership number is allowed to be changed, the system cannot recognized the member and its activities record.

- Yes, NGO staff may add “Remark” columns in the member profile page of the web portal. These columns will only be seen by the staff. If you want to insert fields / columns of other names, staff can add them in the “Setting – Member profile template” to add staff defined field / columns and set them to be seen by staff only or by both the staff and members themselves.

- You may click the “District” filter, input the keyword in the search field, then hit “enter” to refine the search. The system will research if the address contains the input keyword.

- Please check if the Super Admin of the NGO has assigned the “approval right” to the staff concerned. Only assigned staff can do the Self-registration approval. After the Super Admin has assigned the right, the concerned staff need to log out of the web-portal and then re-login to activate the new access right.

-When preparing the batch data to be uploaded in excel format, please make sure that the data are input in the format as required in the “excel template” in the system, such as : punctuation marks are in English format, must-fill fields are completed, service type wordings are the same as that set in the web-portal, member numbers /transactions numbers etc are matched. It is advised to do small batch of data upload in the first few times to familiarize with the batch upload process. If problems persists, please contact us for further help.

-No, only completed voluntary services records can be uploaded in batch in the web-portal. Service requests can only be created by members though mobile app or by staff in the web-portal one by one.

- Staff can per-set the allowed delay time period for “Start” or “Complete” in the web-portal setting (“Settings” – Time Limit Setting – Allow delay time). If the allowed delay time is over, the matched service request will be locked by the system. The service recipient and the volunteer in concern cannot operate the “Start” and “Complete” function through the mobile app. They need to contact NGO staff for further handling. Staff will alerted by the web-portal about the delay in the “Service Status” column of the Service page. Staff can edit the service record time through the web-portal accordingly.

- Cross centres matching function can be enabled by the Super Admin in the "web-portal – Backend Settings – Centre settings"

-You may click the “District” filter, input the keyword in the search field, then hit “enter” to refine the search. The system will research if the address contains the input keyword.

- No, service time is record by the HINCare system automatically and can only be edited by authorized staff through the web-portal. If there is any dispute about the service time record, concerned members should contact NGO staff for further handling.

- The system only allow to import completed voluntary service record by excel file upload. No completed voluntary service records could be input /created through the web-portal.

-Please check with the NGO staff.NGO staff then please check if the service wanted is set in the web-portal “Service Type" and sub-type. Available Service must be set in the web-portal by staff in Type and sub-type such that it can be found in the service list in the mobile app.

- Both service recipients and volunteers are members in the HINCare system. Members who have input “Available voluntary service time” and “Available Skills” in the personal profile (either through mobile app by member or web-portal by staff) will be recognized as a potential volunteers for service matching whenever a request is created.

-No. However, staff can input a completed activity record though excel file upload into the system.

- Yes, staff can add members into the participating list of a centre activity. If enrollment limit is over, staff can edit the enrollment limit in the “Centre Activity – Detail – Management” to cater for the newly added participants.

- NGO staff needs to add the newly joined / accepted member into the “Invitation List” of the concerned centre activity in web-portal. Then the newly joined / accepted member will see the centre activity through the mobile app.

-No, a centre activity can either be time credit adding, deducting or free. Staff can only edit the time credits deducted or added to each participating members accordingly (all + or all -, no mixing, no zero)

-No, the system will treat all the participants of a centre activity as the same type. No mixing of volunteering helpers and participating members is allowed. It is suggested to create two centre activities in such case: one for recruiting helping volunteers (earning time credits) and another one for recruiting participating members (spending time credits).

- Yes, if the newly joined / accepted members belong to the centre that the rewards were announced.

-Yes, the system has added “Collected or not” field in the web-portal of the respective reward item page.

- No, expired reward cannot be created in the web-portal.

- Yes, staff can input / add members into the reward redemption list through “Reward Redemption – Details – Enrolled members” as long as the stock is available.

- Yes, staff can disable this function in the “Settings – Reward Redemption- Reward setting” to hide this function to all centres concerned. Then, the members of these centres will not see the Reward Redemption function in the mobile app.

- No. NGO staff need to add the newly joined / accepted member into the broadcast list of the concerned centre notices to see these notices.

- No, notice with a passed publish date cannot be created in the web-portal.

Updating HINCare application to the latest version gives members access to the latest features and improves the security and stability of the app. Member can turn on automatic updates in the phone system settings or update apps manually. If members would like to update the app manually, they can check our app on App Store / Google Play monthly to see if any update is available For iOS users, you can find more info about updating apps through: https://support.apple.com/en-gb/HT202180 For Android users, you can find more info about updating apps through: https://support.google.com/googleplay/answer/113412?hl=en

- Members will receive notifications through the mobile app. Normally, the mobile phone will alert the members of the notifications without going into the app. However, members need to ensure: a. they have allowed the mobile phone to display the app notifications in the phone settings; b. they have not logged out from the app.