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 their Medicare online account 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 homepages. 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
• Newsflash Announcements and Network News Updates

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 a 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 customers how to use Medicare digital services

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 form. 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.