Frequently Asked Questions

open-jet-inhealth
Why do I have a connection failed error

This is a regulatory issue.

Kindly note that the Provider login and password to the Post Office (HAAD/DHA) are invalid/expired.

For any errors in regulatory information (e.g. a failed connection), please approach the regulator for your updated information.

Why am I getting invalid credential and not able to log in to OPENJet

Kindly enter the correct password and username.

In case the password and username are incorrect, Please click on forget password in the home page, and create a new password.

N.B: be sure that CAPs lock is off and the Keyboard language is English.

Downtime/ system unavailability

In case of Downtime a notification will be posted with plan B instructions, which should be followed.

Once Plan B notification is removed, electronic submission must be resumed.

Page or Button unresponsive

Kindly be informed this error could be a browser issue. We advise you to clear your browser cache by deleting the browsing content (cached files, images and cookies) then sign out. In addition to that you can also press ctrl-F5 to refresh your screens then sign out and sign in again.

How to get access to OPENJet

Please follow below link for the pharmacy module:
PBM: https://openjet.inhealth.ae

N.B: OPENJet portal is compatible with IE (Internet Explorer) 9 & above.

The clinician name is not available in the module

For Pharmacy module:
Kindly send us the clinician name/ID to update the system
Or
You may click the following option: “Use as Licence Number”

Why am I getting invalid credential and not able to log in to OPENJet

Kindly enter the correct password and username.

In case the password and username are incorrect, Please click on forget password in the home page, and create a new password.

N.B: be sure that CAPs lock is off and the Keyboard language is English.

Why do I have a connection failed error

This is a regulatory issue.

Kindly note that the Provider login and password to the Post Office (HAAD/DHA) are invalid/expired.

For any errors in regulatory information (e.g. a failed connection), please approach the regulator for your updated information.

How to get access to OPENJet

Please follow below link for the respective modules:
E-authorization, Eligibility: https://erequest.inhealth.ae

N.B: OPENJet portal is compatible with IE (Internet Explorer) 9 & above.

 

Error in attachment size

Kindly note that the attachment should be in PDF format and the size should not exceed 3.5 MB limit for Abu Dhabi and 5.5 MB limit for Dubai.

Note: This limit is set by the regulators.

Blank page after log in

Kindly be informed this error could be a browser issue. We advise you to clear your browser cache by deleting the browsing content (cached files, images and cookies) then sign out. In addition to that you can also press ctrl-F5 to refresh your screens then sign out and sign in again.

Not sent error/status

Kindly note that the error could be due to wrong data entry from your side. You can always check the error of ‘Not Sent’ by following the below steps:

  1. Open the request.
  2. Click on ‘Error’ word and you will see the error message (an excel file will be downloaded) to tell you what exactly is the error.
  3. Correct the issue at your side.
  4. Resend the request since it did not reach Regulator.
  5. In case you couldn`t figure out the issue , please send us the excel file with the error description for investigation.

Invalid provider Error

For Dubai providers

Kindly note that the provider license number is incorrect, please double check with DHA and enter the correct one.

For NE providers

Kindly note that the provider license number is incorrect, please enter the correct one.

N.B: Kindly be sure that you have registered your facility under DHA.

If you have registered with DHA and your license number is in the DHA provider list please send us your license number using the contact form below or directly to support@inhealth.ae

Page or Button unresponsive

Kindly be informed this error could be a browser issue. We advise you to clear your browser cache by deleting the browsing content (cached files, images and cookies) then sign out. In addition to that you can also press ctrl-F5 to refresh your screens then sign out and sign in again.

Requests are Pending in OPENJet while Approved or Rejected in the dashboard

For E-authorization only:

In case you need to reply to any Authorization query, please create a new case with the same initial date and mention under observation note “continuation of authorization number xxx”.

Downtime/ system unavailability

In case of Downtime a notification will be posted with plan B instructions, which should be followed.

Once Plan B notification is removed, electronic submission must be resumed.

The clinician name is not available in the module

For E-authorization module:
Kindly send us the clinician name/ID to update the system.

 

Why do I have a connection failed error

This is a regulatory issue.

Kindly note that the Provider login and password to the Post Office (HAAD/DHA) are invalid/expired.

For any errors in regulatory information (e.g. a failed connection), please approach the regulator for your updated information.

Downtime/ system unavailability

In case of Downtime a notification will be posted with plan B instructions, which should be followed.

Once Plan B notification is removed, electronic submission must be resumed.

Why am I getting invalid credential and not able to log in to OPENJet

Kindly enter the correct password and username.

In case the password and username are incorrect, Please click on forget password in the home page, and create a new password.

N.B: be sure that CAPs lock is off and the Keyboard language is English.

Page or Button unresponsive

Kindly be informed this error could be a browser issue. We advise you to clear your browser cache by deleting the browsing content (cached files, images and cookies) then sign out. In addition to that you can also press ctrl-F5 to refresh your screens then sign out and sign in again.

The clinician name is not available in the module

For Eligibility module:
Kindly note that in the Eligibility module you need to add the clinician names manually (i.e. only the clinicians who are working at your facility) via clinician management option using the admin user account (Please refer to User Guide, page 9, 19).

N.B:

  • You need to use an excel sheet in which the 1st column should be filled with the clinician ID and the 2nd column with the clinician name without any space.
  • Spelling of the clinician names / IDs is case sensitive.

 

EID reader errors/Java configuration errors

Example Errors:


Or

Kindly note that this issue is related to java configuration, kindly make sure to enable Java applet on your machine (Please refer to User Guide, page 10).

Please find below how to enable Java Content in Internet Explorer:

  1. Click “Tools” and then “Internet Options”
  2. Select the “Security” tab, and select the “Custom Level” button
  3. Scroll down to “Scripting of Java applets”
  4. Make sure the Enable radio button is checked
  5. Click “OK” to save your preference

 

N.B.

  1. Make sure to add the Module URLS, Product and Test (if you need to do some testing) and press OK button.
  2. Browser should be Internet Explorer version 9 and above since Google Chrome does not support Java.

 

For the meantime, kindly note that you can type the Emirates ID manually into the Emirates ID field and check the eligibility accordingly.

Not Eligible reasons :
  1. This Emirates ID number is not in our records
  2. Services requested/performed after the last date of coverage
  3. This member number does not exist in our database
  4. Service Requested by a Non-Network Provider

Point #1: This Emirates ID number is not in our records. Kindly note that this ‘Not Eligible’ reason is not considered as an error since in the message you can see that the system is instructing you to repeat the eligibility check once more by using the patient’s card number.

Point #2: Services requested/performed after the last date of coverage. Kindly note that the patient’s card is expired/cancelled.

Point #3: This member number does not exist in our database. e.g. This error happens when the provider chose the incorrect insurer.

This error is due to wrong data entry; please repeat the check and make sure to choose the correct insurer type and correct card number.

Point #4: Service Requested by a Non-Network Provider.

If you are still unclear on non-eligible reasons please send your query to our support team at support@inhealth.ae.

Invalid provider Error

For Dubai providers

Kindly note that the provider license number is incorrect, please double check with DHA and enter the correct one.

For NE providers

Kindly note that the provider license number is incorrect, please enter the correct one.

N.B: Kindly be sure that you have registered your facility under DHA.

If you have registered with DHA and your license number is in the DHA provider list please send us your license number using the contact form below or directly to support@inhealth.ae

Not sent error/status

Kindly note that the error could be due to wrong data entry from your side. You can always check the error of ‘Not Sent’ by following the below steps:

  1. Open the request.
  2. Click on ‘Error’ word and you will see the error message (an excel file will be downloaded) to tell you what exactly is the error.
  3. Correct the issue at your side.
  4. Resend the request since it did not reach Regulator.
  5. In case you couldn`t figure out the issue , please send us the excel file with the error description for investigation.

Blank page after log in

Kindly be informed this error could be a browser issue. We advise you to clear your browser cache by deleting the browsing content (cached files, images and cookies) then sign out. In addition to that you can also press ctrl-F5 to refresh your screens then sign out and sign in again.

How to get access to OPENJet

Please follow below link for the respective modules:
E-authorization, Eligibility: https://erequest.inhealth.ae

N.B: OPENJet portal is compatible with IE (Internet Explorer) 9 & above.

Please note that this FAQ is related to OPENJet modules only. Please contact the regulator if you face any issues with their systems.

If you did not find the answer you were looking for, please feel free to send us an email using the contact form below or directly to support@inhealth.ae.

In your email please ensure to provide your

  1. Facility license number.
  2. The module you are experiencing the issue with.
  3. A detailed description of the error you received.
  4. Screenshot of the error.
  5. The error file. See here how to download the error file.
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