Troubleshooting Medicare self service 133-02090090
Expand allThis document outlines how to help customers having trouble accessing or using their Medicare online account and the Express Plus Medicare mobile app.
Troubleshooting by Service Officers
Service Officers can provide help with common Medicare self service problems.
Common customer issues:
- no access to Medicare online account through myGov (website or app)
- service interruptions
- internet connection
- mobile device, internet browser and settings
- trouble accessing or using a service option
- needs help:
- using computer or mobile device
- using assistive technology, for example, a screen reader
- with language, literacy and numeracy
More help
If the Service Officer cannot resolve the issue, they need to seek help from Local Peer Support (LPS).
If LPS cannot resolve the issue, they need to refer it to Level 2 Business Support by submitting a mySupport request.
The Resources page has links to the Services Australia website, the myGov website, intranet pages and internet browser help. It also describes error messages.
Related links
Medicare self service - checking, cancelling and enabling
Accessing and using Medicare self service
Process digital self service claims
Managing complaints and feedback
Recording complaints and feedback in the Customer Feedback Tool
Unauthorised Medicare activity
Identifying customer vulnerability and risk issues