Troubleshooting Medicare self service 133-02090090

Ask questions to pinpoint the issue the customer is having. Build a list of events that led to the point they ran into trouble. Check with the customer:

• Have they created a myGov account?
• Have they linked Medicare services to their myGov account?
• Could they access their Medicare online account in the past?
• What screen or prompt did they get to?

If they are having trouble accessing their myGov account, see Troubleshooting myGov.

Check status and eligibility

After authenticating the customer, use CDMS to check the customer's online account status is Active.

Check for Claiming Medicare Benefits Online (CMBO), Medicare Payment Integrity (MPI), Investigation or Return Mail flags on the customer's record.

If they have a Return Mail flag, help them verify their address. This will remove the flag, and the customer will be able to link to their Medicare online account.

Check if the customer has prevented access to their Medicare online account.

Check mainframe to confirm information about claiming.

For help, see Medicare self service - checking, cancelling and enabling.

Check with the customer:

• Could they access their Medicare online account in the past?
• What date and time were they unable to access the service?

Service interruptions

To confirm if there is a scheduled service interruption of Medicare online account, customers can check for system outage notification messaging on the myGov and Medicare online account home pages. A banner notification message may show in:

• myGov: advising of a planned whole of service outage to a member service
• Medicare online account: advising of a planned outage of a service in Medicare online account

If Medicare online account is currently unavailable due to an unscheduled outage, an error message will show telling them to try again later.

For information about disruptions to services and scheduled maintenance times, see:

• Services Australia website, Customer service changes
• Network News Update (NNU)

Internet connection

Check the customer can access other internet sites, for example, their email or banking.

If they are accessing their Medicare online account using a mobile device, check the customer has stable mobile phone reception or internet connection.

This can be using mobile device data or Wi-Fi:

• If using data, ask them:
• to check if they have reached their monthly data limit
• if their service provider has any outages in the area
• If using Wi-Fi, ask them:
• to check they have the appropriate access to the access point
• if their service provider has any outages in the area

They can clear all temporary internet files in their browser settings.

If they continue having trouble connecting to the internet, they should seek help from their internet provider.

If the customer stops using their Medicare online account for more than 15 minutes, their session will time out.

This is a security measure to protect their information.

They will see a sign out message. They can select OK and sign in again.

Customers can use myGov with the latest version of these browsers:

• Firefox
• Google Chrome
• Microsoft Edge
• Safari

Customers should refer to their browser help or settings to check they have the latest version.

Browser settings

Customers need to have cookies and JavaScript enabled in their browser for their Medicare online account to work correctly.

They should clear all temporary internet files in their browser settings.

See Resources page for links to the myGov Accessibility website page and internet browser help sites.

The Resources page has links to Using the myGov app, forms, publications and user guides about the myGov app wallet.

Pages may not show correctly due to the screen resolution or small font setting.

A high resolution makes everything smaller.

If using a PC, tell the customer to adjust the resolution to 600 x 800.

They may be able to press [CTRL+] on their keyboard to zoom in.

See Accessing and using Medicare self service for:

• information about digital service options
• links to online guides that show how customers use self service

Use all information available to complete basic troubleshooting.

See Resources page for links to more information and error messages with an explanation and action to take.

If the basic troubleshooting does not resolve the technical issue, escalate to Local Peer Support (LPS).

Procedure ends here for Service Officers.

Make sure the Service Officer has used available help and recorded what they have done to try to resolve the issue.

If unable to resolve issue

Refer the issue to Level 2 Business Support by submitting the 'Medicare online accounts (MOA) and Digital Medicare Enrolments (DME) General Issues' mySupport request. Take note of any receipt or reference code. See Resources page, Level 2 Business Support for a link to mySupport.

The Level 2 Business Support team is not an ICT helpdesk. It helps LPS by escalating incidents for technical issues with Medicare online accounts. These include errors, faults or outages. Do not give the customer a timeframe for a response.

If the customer is having trouble accessing their myGov account, see Troubleshooting myGov.

The Resources page has links to Using the myGov app, forms, publications and user guides about the myGov app wallet.

If the customer is having trouble setting up or accessing their myGov account or app, transfer them to the myGov Helpdesk on 132 307, option 1.

Procedure ends here for Service Officers.

To use the Express Plus Medicare mobile app, customers must link their Medicare online account to their myGov account.

Check with the customer:

• Have they created a myGov account with a username and password?
• Have they linked Medicare to their myGov account?
• Have they checked their account history in myGov for activities?
• Have they created a myGov passkey and turned off their username and password?
• Could they access the app in the past?
• What screen or prompt did they get to?

If they are having trouble accessing their myGov account, see Troubleshooting myGov.

Check status and eligibility

After authenticating the customer, use CDMS to check the customer's online account status is Active.

Passkeys and Express Plus Medicare mobile app

When using the Express Plus Medicare mobile app, customers need to sign in to their myGov account when they:

• set up the app
• reset the app sign in details, for example, forgot PIN
• get an Account Suspended (RFM105A) message, or
• sign in as someone else on the app

myGov users can choose to increase their myGov account security by using a passkey and then turning off their password.

If they have set up a passkey and turned off their myGov password, this will mean they cannot use their myGov username and password to sign in to the Express Plus Medicare mobile app.

If they want to use the app, they will need to turn on their myGov password through their myGov Account settings. See Table 3 in Passkeys in myGov for more information.

After they have set up a PIN to sign in to the app, they must use this for future sign ins. Customers can then choose to turn off their myGov password again to increase the security of their myGov account. See Table 2 in Passkeys in myGov for more information.

Note: customers who created a myGov account using Digital ID will not have a myGov username or email and password. This means they cannot create a myGov PIN to sign in and use the Express Plus Medicare mobile app. Customers can still access their Medicare online account through myGov (website or app).

Check for Claiming Medicare Benefits Online (CMBO), Medicare Payments Integrity (MPI), Investigation or Return Mail flags on the customer's record.

If they have a Return Mail flag, ask them to verify their address. This will remove the flag, and the customer will be able to link to their Medicare online account.

Check if the customer has prevented access to their Medicare online account.

For help, see Medicare self service - checking, cancelling and enabling.

Customers who get an Account Suspended (RFM105) message when signing into the Express Plus Medicare mobile app should:

• sign in to their myGov account
• check their myGov Account history for any suspicious activity

If the customer reports no suspicious activity, they can select Sign in as someone else in the Express Plus Medicare mobile app sign in screen to re-authenticate themselves with their myGov username and password.

If they cannot sign in to myGov, they will need to reset their username or password or create a new myGov account.

After they sign in to myGov they can access the Account settings menu option to get their username and update their secret questions and answers.

For more information, see Using myGov accounts.

If they get this message, they can update their device by going to the App Store or Google Play for version updates. See Item 7 for versions needed to use the app.

They can also check their internet signal or wireless connection.

If they still get this message, check for service interruptions.

For information about disruptions to services and scheduled maintenance times, see:

• Services Australia website, Customer service changes
• Network News Update (NNU)

If the customer stops using the app for more than 15 minutes, their session will time out.

This is a security measure to protect their information.

They will see a sign out message. They can select OK and sign in again.

Check the customer has stable mobile phone reception or internet connection. This can be using mobile device data or Wi-Fi:

• If using data, ask them:
• to check if they have reached their monthly data limit
• if their service provider has any outages in the area
• If using Wi-Fi, ask them:
• to check they have the appropriate access to the access point
• if their service provider has any outages in the area

If they continue having trouble connecting to the internet, they may need to seek help from their internet provider.

To download or update the Express Plus Medicare mobile app, customers need a device with a compatible operating system.

The minimum operating system requirements to download or update the app are:

• iOS (Apple) devices with a minimum operating system of iOS12
• Android devices with a minimum operating system of 6

If they have an outdated device or operating system, they can either:

• update the latest software on their device
• use their Medicare online account through a web browser

App can only be used on one device

If the customer wants to use the app on more than one device, they will need to change their PIN each time.

If they get a new device, they will need to download the app and create a new PIN.

They will lose the list of transactions in History if they start using a new device.

For the app to work, the customer needs to set permissions for the:

• Camera so they can take photos of documents to upload
• Photo library so they can upload supporting documents
• Mobile device data or Internet access so full functionality of the app is available

If this message shows, their device's memory is full.

This may stop them from using some of the app's features.

They can try to create space on their device by:

• removing apps they do not use
• deleting videos

Tell the customer to:

• check the device has the latest version of the app (they can see the latest version for each platform on the relevant app page)
• shut down the device and restart
• check their Wi-Fi or internet connection
• confirm the service is available - see Item 4

Android devices

During sign in, some customers may experience:

• the app opening and closing after entering PIN
• an error message: Login failed – Service not available. Please try again later

Ask the customer to use the Sign in as someone else option on the app’s sign in screen. This will require re-authentication of their myGov sign in details.

See Accessing and using Medicare self service for:

• information about services available in the app
• links to online guides that show how customers can complete the service option

Use all information available to complete basic troubleshooting.

If none of the options above work, ask the customer to reset their PIN and set up the app again.

See Resources page for links to more information and error messages with an explanation and action to take.

If basic troubleshooting does not resolve the technical issue, escalate to Local Peer Support (LPS).

Procedure ends here for Service Officers.

Make sure the Service Officer has used available help and recorded what they have done to try to resolve the issue.

If unable to resolve issue

Refer the issue to Level 2 Business Support by submitting the 'Express Plus Medicare mobile app general issues' mySupport request. Take note of any receipt or reference code. See Resources page, Level 2 Business Support for a link to mySupport.

The Level 2 Business Support team is not an ICT helpdesk. It helps LPS by escalating incidents for technical issues with Medicare online accounts. These include errors, faults or outages. Do not give the customer a timeframe for a response.

The Resources page has links to using the myGov app, forms, publications and user guides about the myGov app wallet. If they are having trouble accessing their myGov account, see Troubleshooting myGov.

If the customer is having trouble setting up or accessing their myGov account or app, transfer them to the myGov Helpdesk on 132 307, option 1.

Procedure ends here for Service Officers.