Applicant Portal Issues

We’ve received a number of support requests related to technical issues in the application portal, yours included. After careful investigation, we’ve learned that many of these challenges are caused by device or browser compatibility issues, especially when accessing the portal via older mobile phones.

Our application system is powered by a platform called Retool, and unfortunately, it has limitations on some older or unsupported devices — which we are unable to fully control. Below are the most common issues applicants face, and the steps you need to take to resolve them.

Please try all of the following fixes before submitting another support request:

1. Problem: I can’t move to the next Send us:

stage or submit my application

• This is usually a compatibility issue.

• Try switching to Google Chrome on your mobile device, double checking that your Google Chrome version is up-to-date.If that doesn’t work, use a laptop or desktop computer instead.
  
  

2. Problem: It says information is missing, even though I filled everything in.

Sometimes this can occur with Retool on certain mobile devices and older devices when you submit the form but it doesn’t successfully save all information. In this case, please follow the steps below:

• Use Google Chrome on a different mobile device or switch to a computer.

• Fill in the information missing in your application and then submit. 

• If the issue continues, please contact us and we’ll process your application manually.
  
  

3. Problem: The screen turns grey or freezes when trying to start the test.

• We haven’t been able to replicate this issue during our investigation and testing.

• Please check your network connection.

• A screenshot of the grey screen

  • The email address you used to apply
    
    

4. Problem: I failed my aptitude test and was told I’d receive a retake link, but nothing arrived

• This process is handled automatically and you should be able to start your retake in your Applicant Portal.

• If you are still unable to start your aptitude test retake, please share your email address so we can check what went wrong.
  
  

5. Problem: The aptitude test link keeps taking me back to the application form.

• Sometimes an error can occur with Retool on certain mobile devices and older devices when you submit the form but it doesn’t successfully save all information. In this case, please follow the steps below:

• Use Google Chrome on a different mobile device or switch to a computer.

• Fill in the information missing in your application and then submit. You will then be able to take your aptitude test.

• If the issue continues, please contact us and we’ll process your application manually.
  
  

6. Problem: How do I access my applicant portal?

• Applicant portal: https://umuzi.retool.com/p/applicant-portal

• If you’ve forgotten your password:

  • Use the “forgot password” option

  • Save your password into a password manager tool to make sure it is secure & you can use it in the future. 

  • Copy-paste the new password when logging in (to avoid typing errors)

• If you're not receiving reset emails:

  • Check your spam/junk folder

  • You may have unsubscribed from Umuzi emails, which would prevent you from receiving our emails — check your inbox settings and try again

  • Double-check that your registered email is correct (some emails may not exist or are full, especially iCloud accounts)
    
    

7. Problem: I keep getting redirected to reapply, even after completing the form

• Sometimes an error can occur with Retool on certain mobile devices and older devices when you submit the form but it doesn’t successfully save all information. In this case, please follow the steps below:

• Use Google Chrome on a different mobile device or switch to a computer.

• Fill in the information missing in your application and then submit. You will then be able to take your aptitude test.

• If the issue continues, please contact us and we’ll process your application manually.
  
  

What to do if these steps don’t work

If you’ve tried all of the steps above and still cannot progress, please submit a new support ticket. Include:

• A clear description of the issue

• The email address you applied with

• Any screenshots that help us understand what you're seeing
  
  

The Umuzi Support Team