Troubleshooting Medicare self service 133-02090090
Expand allThis document outlines how to help customers having trouble accessing and using their Medicare online account and the Express Plus Medicare mobile app.
Troubleshooting by Service Officers
Service Officers provide support to help customers diagnose common online problems.
Ask the customer questions to identify the problem. Confirm the problem lies with the online service and if the customer can fix it. Some problems can be quickly fixed.
Common problems include:
- no access to Medicare services via myGov
- service interruptions
- internet connection
- mobile device, internet browser and settings
- trouble accessing or using a service option
More help
If the Service Officer cannot resolve the issue, they seek help from Local Peer Support (LPS).
If LPS cannot resolve the issue, they 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
Access to Medicare self service - set up, checking, cancelling and enabling
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