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Frequently Asked Questions

This section provides awnsers to questions most frequently asked about the portal.

1. What if I wish to amend my new application if I see that something is wrong with my amount to be paid, or my application details have changed?

An application will always be considered draft until Proof of Payment has been submitted for the application or sequence. Until then your application can be amended by navigating to the “Draft Applications” navigation option and clicking on “View” for the application. A new Order will be created based on the changed details once clicking on the “Make Payment” button on the sequence or application.

2. What if I accidentally paid too little or too much for my application?

If you have paid too little, please be patient as the screening for the payment will be flagged. At this stage you will be allowed to upload another proof of payment towards the application or sequence. If too much is paid a refund request can be made to SAHPRA finance via the correct channels as it is not supported on the portal.

3. What if I accidently started an application and wish not to continue with it?

The draft application can simply be deleted under your “Draft Applications” navigation option.

4. What if my invited organisation users do not receive their invitation email or I am not getting my account verification email?

  • Firstly, check your spam emails as the email address may not be recognised as a trusted email address. In this case add the email address to your trusted emails as all notifications and communication from the portal will come from the same email address.

  • Secondly, if it is not visible anywhere the email may be blocked as a rule by your internal organisation security measures for untrusted email addresses. Confirm with your IT department if the email was blocked. You can resend the emails from the applicable invitation or signup pages once the email address has been unblocked.

  • Thirdly, if all the options were explored and no resolution can be found email portal.support@sahpra.org.za for support.

5. What if I cannot find my organisation address exactly on the address field?

Try entering the address in different ways to see if any results that are closer to the expected result appear. The address field may not pick up floor numbers or building numbers but the office park the building resides in for example will be sufficient as an address.

6. What if my organisation structure is complex and there are multiple companies within the organisation with their own CIPC numbers?

The portal required especially private companies to register with a CIPC number. Register each organisation with its own account. The organisation that wishes to register a product must have an account on its own to attach the product to it. Currently the portal does not cater for linking companies with different CIPC numbers to each other from a management perspective.

7. What if my organisation structure is complex and certain divisions must not be able to access or see applications for other divisions?

The portal allows for the creation of Sub-divisions within an account once a main account has been created. Register the main company that contains the divisions and an option under your “Organisation Management” navigation option will allow for the creation of subdivisions. Note that the divisions do not cater for different CIPC numbers currently and in this case individual accounts should be created for each.

8. What if I wish to have another user become the Organisation Administrator?

When inviting a user to join an organisation you can invite them with the permission of Organisation Administrator. Once the new user is added they will have full access to the organisation management module.

9. What if I wish to add an email address which receives all communications from SAHPRA via the portal?

Under the “Organisation Details” tab a field labelled “Communications Email Address” will be available. Once a valid email address is entered into the field all communications and updates sent to any user in the organisation will be sent to this email address as well.

10. What if I my “Confirm FTP Upload” on a sequence is giving an error?

  • This could mean that your FTP login details under the Organisation Details is not filled in or filled in correctly. An organisation administrator will need to check that this information is correct. If the issue persists, please check that your upload is complete and that the relevant sequence folder is created in your file structure.

  • If all the options were explored and no resolution can be found email portal.support@sahpra.org.za for support.

11. What if my FTP upload gave an error after confirming the FTP upload and needs to be reuploaded?

  • This means that issues with the dossier was picked up during validation with Docubridge. When the upload is rejected by the validation process the “Confirm FTP Upload” button on your sequence should be available again after a couple of hours to be able to confirm that your new upload is complete.

  • If the upload is not available after 24 hours please reach out to portal.support@sahpra.org.za for support.

12. What if I receive an error that my CIPC number has already been used when trying to register my organisation on the portal?

  • If your CIPC number is flagged as already in use, please confirm with any relevant employees or managers within your organisation whether an account has already been created. Do not use any number other than your official CIPC number in this field, as it is critical for the import of legacy data—especially if some of your applications have already been processed via DocuBridge. If you suspect that you should see legacy applications under the “Legacy Applications” tab, please first verify that an account has not already been set up for your organisation using the correct CIPC number. If you are still unable to resolve the issue, please contact portal.support@sahpra.org.za for assistance.