Frequently Asked Questions¶
This page answers common questions from cooperative staff and members. Browse by category or use the Search box at the top of the page.
Members¶
Q: How do I register a new member?
A: Go to Members → Register Member, fill in the form, and click Register Member. The new member will have Pending status until approved. See Members.
Q: Why is a new member's status showing as Pending?
A: All new members start as Pending until an Administrator or Committee Member approves them. Approval is done from the member's details page.
Q: Can I change a member's email address?
A: Yes. Go to Members, find the member, click Edit, update the email, and save. Note: the email is their login username for the portal.
Q: What does KYC mean?
A: KYC stands for Know Your Customer. It is the process of verifying a member's identity using official documents (e.g. National ID, passport). A KYC-verified member shows a green shield (✓ Verified).
Q: Can a member be reinstated after being suspended?
A: Yes. Go to the member's details page and click Reinstate.
:piggy_bank: Savings¶
Q: Why can't I open a Regular Savings account for this member?
A: Each member can only have one Regular Savings account. If the member already has one, the Regular product will not appear in the dropdown. See Regular Savings.
Q: How does the system calculate interest on savings?
A: Interest is calculated on the account balance using the annual rate set in the savings product. It is credited automatically at the end of each period (usually monthly).
Q: Can a member have multiple savings accounts?
A: Yes — one Regular, and as many Target or Fixed Deposit accounts as needed.
Q: What is the difference between a Target Savings account and a Fixed Deposit?
A: A Target Savings account is for saving toward a goal — the member can make multiple deposits over time. A Fixed Deposit is for investing a single lump sum for a fixed period at a higher rate.
Q: What happens if a member wants to close their savings account?
A: The balance must be zero before the account can be closed. Process any pending interest, then process the final withdrawal, then close the account.
Loans¶
Q: How do I submit a loan application?
A: Go to Loans → New Application, select the borrower, choose a loan product, fill in the amount and term, and click Submit Application. See Loans.
Q: What is an EMI?
A: EMI stands for Equated Monthly Instalment — the fixed amount the borrower pays each month to repay the loan (principal + interest).
Q: What is the difference between Flat Rate and Reducing Balance?
A: With Flat Rate, interest is on the full original amount for the entire loan life. With Reducing Balance, interest decreases as the balance reduces — this is cheaper for the borrower.
Q: Can I approve my own loan application?
A: No. Loan applications must be approved by a different authorised officer. This is a separation-of-duties control.
Q: What happens to a rejected loan application?
A: It stays in the system with Rejected status. The member must submit a new application — the old one cannot be reopened.
Q: How do I record a loan repayment?
A: Go to Loans, find the active loan, open the details page, and click Record Repayment.
Finance & Accounting¶
Q: What is share capital?
A: Share capital is money members contribute to own a stake (shares) in the cooperative. It is different from savings — it is not normally withdrawable while the member is active.
Q: How are dividends calculated?
A: Dividends are based on the cooperative's profit for the year. The surplus is shared among members proportionally to their share capital. Go to Dividends → Create Declaration to set up a payout.
Q: Why can I not post a journal entry to a closed period?
A: Closed accounting periods are locked to prevent changes. If you need to correct something in a closed period, contact your administrator.
Q: What is a Trial Balance?
A: It is a list of all account balances at a given date. The total debits must equal total credits. If they don't, there is an error in the books.
System & Login¶
Q: I forgot my password. What do I do?
A: Click Forgot Password? on the login page, enter your Cooperative Code and email, and follow the reset link sent to your email.
Q: My account is locked. What do I do?
A: Contact your system administrator. Too many failed login attempts will lock the account temporarily.
Q: Can I use QoopOne on my mobile phone?
A: Yes. Open the QoopOne web address in your phone's browser. The interface is mobile-friendly.
Q: How do I change my password?
A: Click your name or profile icon at the top of the screen, then select Change Password.
Security¶
Q: Who can see member account details?
A: Access is role-based. Administrators can see everything. Tellers see only what they need to process transactions. Members can only see their own account on the portal.
Q: Is my data safe?
A: Yes. QoopOne is hosted on secure servers and all data is encrypted. Every action is logged in the Audit Trail.
Q: What should I do if I suspect fraud?
A: Immediately report it to your administrator. Use Reports → Audit Trail to review recent activity. Do not attempt to reverse transactions yourself.
Technical¶
Q: The page is not loading. What should I do?
A: Check your internet connection. Try refreshing the page (Ctrl+R). Clear your browser cache. If the problem persists, contact your administrator.
Q: I see an "Access Denied" error. What does that mean?
A: Your user role does not have permission to access that page. Contact your administrator to update your role if needed.