Support Guide

Need help with MaidServSA? This guide covers the most common issues and how to resolve them. If you can't find what you' re looking for here, our support team is happy to help.

How to Get Help

Contact Us

• Email: support@maidservsa.co.za
• In-app: Visit the Help page from the navigation menu for quick answers to common questions.

We aim to respond to all support emails as quickly as possible.

Common Issues and Solutions

Account Issues

I can't log in.

• Double-check that you're entering the correct email address and password.
• Make sure Caps Lock is not turned on.
• If you've forgotten your password, contact support@maidservsa.co.za and we'll help you reset it.

My profile isn't updating.

• Make sure all required fields are filled in before saving.
• Try refreshing the page after making changes.
• If the problem continues, try clearing your browser cache or using a different browser.

Job Posting Issues

The location search isn't loading.

• Check that your internet connection is working.
• Make sure your browser isn't blocking Google Maps (some ad blockers or privacy extensions can interfere).
• Try a different browser if the issue continues.

I can't edit my job.

• Jobs can only be edited while they are in Open status (still accepting applications).
• Once a worker has been accepted and the job is In Progress, editing is no longer available. You can still cancel the job if needed.
• Completed and Expired jobs cannot be edited.

My job expired unexpectedly.

• A job automatically expires if no applications are accepted before the job's scheduled start date passes.
• To avoid this, review and respond to applications promptly. If you need more time, consider adjusting the job dates.

Application Issues

I can't apply to a job.

• Make sure you are registered as a Maid (domestic worker). Only Maid accounts can apply to jobs.
• The job must be in Open status. If it shows In Progress, Completed, Cancelled, or Expired, it is no longer accepting applications.

My application was rejected.

• Don't be discouraged. Rejection simply means the homeowner chose another applicant for that particular job.
• Keep applying to other jobs. A strong profile with a good CV, completed experience questionnaire, and positive ratings will help you get accepted.

I'm seeing a scheduling conflict warning.

• This means you are already assigned to another job on the same date(s).
• The system prevents double-booking to protect both you and your clients.
• If you believe the conflict is in error, check your calendar to review your scheduled jobs.

Messaging Issues

I can't send messages.

• Messaging is only available for jobs that are In Progress (a worker has been accepted and assigned).
• If the job is still Open, Completed, Cancelled, or Expired, the messaging feature is not available.

My attachments aren't uploading.

• Supported file types are PDF and images (PNG, JPEG, WEBP).
• The maximum file size is 100 MB.
• If your file meets these requirements but still won't upload, check your internet connection and try again.

Messages aren't appearing in real-time.

• Make sure you have a stable internet connection.
• Try refreshing the page to re-establish the connection.
• If the issue continues, try a different browser (we recommend Chrome, Firefox, Safari, or Edge).

Rating Issues

I can't leave a rating.

• Ratings are only available after a job has been marked as Completed.
• If the job is still In Progress, you'll need to wait until it's marked complete before you can rate.

I can't edit my rating.

• Ratings can only be edited within 24 hours of being submitted.
• After 24 hours, your rating becomes final. Please be thoughtful when submitting your review.

I received an unfair rating.

• Click the report button on the rating you believe is unfair or inappropriate.
• Provide a brief description of why you're reporting it.
• Our team will review the report and take action if the rating violates our guidelines.

How to Report

Reporting a Message

1. Open the conversation containing the message you want to report.
2. Find the specific message.
3. Click the report icon on the message.
4. Provide a reason for your report.
5. Our admin team will review the reported message and take appropriate action.

Reporting a Rating

1. View the rating on the relevant profile or job page.
2. Click the report button next to the rating.
3. Describe why you believe the rating is inappropriate, unfair, or dishonest.
4. Our team will review your report.

Reporting a User

If you have a concern about another user that goes beyond a single message or rating, email us at * *support@maidservsa.co.za** with:

• The user's name or profile details
• A clear description of the issue
• Any screenshots or evidence, if available

We take all reports seriously and will follow up.

Managing Your Account

Updating Your Profile

Go to Profile from the navigation menu. Here you can update your personal details (including your cell phone number), bio, and location. Make sure to save your changes.

Changing Your Password

Go to your Profile page and look for the change password section. Enter your current password and your new password, then save.

Uploading Your Avatar

Go to your Profile page and click on your current profile photo (or the placeholder image). Select a new photo from your device. Your new avatar will be visible on your profile and in conversations.

Uploading Your CV (Workers Only)

Go to your Profile page and find the CV upload section. Upload a PDF of your CV. Clients will be able to view your CV when reviewing your job applications, so keep it up to date.

Understanding Notifications

MaidServSA sends you in-app notifications to keep you informed. Notifications are colour-coded to help you quickly understand their importance:

Check your notifications regularly so you don't miss anything important.

Known Limitations

We're always working to improve MaidServSA. Here are some current limitations to be aware of:

• No mobile app yet. MaidServSA is a web-based platform. You can access it through your phone's browser, but there isn't a dedicated app to download at this time.
• No in-app payment processing. All payments are handled directly between the homeowner and the worker (via EFT or cash). The platform does not process, hold, or transfer any money.
• Password reset requires support. If you forget your password, you'll need to email support@maidservsa.co.za for a reset. We're working on adding a self-service option.
• Account deletion requires support. To delete your account, please email support@maidservsa.co.za with your request.
• No video calling. Communication is limited to text messages and file sharing within the app. For voice or video calls, you'll need to arrange that outside the platform.

If you need further help with anything not covered here, don't hesitate to reach out to us at **support@maidservsa.co.za **. We're here to help.