Support
Help with MoC Mate
One person answers this mailbox. Tell us what happened and what you expected, and we will get to it as soon as we can.
Contact
Email us
What to include
- The email address on your account
- Your device and app version (Settings → About)
- What you did, and what you expected instead
- A screenshot, if there was a message on screen
From inside the app
Profile → Help & support opens the same mailbox with your statutory function, app version and device already filled in. Quicker for us, and quicker for you — use it whenever you can still sign in.
A small team
Hunter Valley time. Account-recovery requests take longer because we verify ownership first.
We are not the Regulator
We cannot tell you whether you are compliant, extend a deadline, or accept a record on the Regulator’s behalf. For anything about your certificate of competence, go to the NSW Resources Regulator directly.
Questions
Eight things people ask
How are my hours and caps calculated?
Your function sets the target — total hours and the formal-learning minimum. Each entry counts toward both. The group rules then apply: Groups 1 and 2 must each supply at least 33% of the total, and Group 3 (general WHS) no more than 33%.
Why did a cap warning fire?
The entry you were adding would push Group 3 (general WHS) past 33% of your total. The hours still save; they are shown outside the counted total so the ledger stays honest.
Can I import a spreadsheet?
Yes. Map your columns to date, activity type, hours and function on the import screen. Rows that will not map are listed rather than silently dropped.
My evidence will not upload.
Files must be under 10 MB and in PDF, JPG, PNG or HEIC. On a poor connection the upload queues and retries when you have signal.
How do I export the audit report?
Reports → Audit report → choose the period → Generate. The PDF includes the hours summary, every entry and the attached evidence.
I have lost my authenticator.
Email app@moc-mate.com.au from the address on the account. We verify ownership before resetting.
Billing, cancelling and refunds
Subscriptions are handled by Apple and Google, not by us. Cancel or request a refund in the App Store or Play Store; we cannot process either on your behalf.
Referral codes
Enter the code at sign-up under Have a code. Referral credit applies to the next billing period.
Beta feedback
Tell us what is broken
You are using pre-release software and we would rather hear about a rough edge than have you work around it.