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Troubleshooting error messages for Medicare online account

Table 1

Error message	Reason	Action
Error message without an RFM message number	Customer might have multiple indicators in CDMS	Check CDMS for indicators. If Service Officer does not have access to CDMS, contact Local Peer Support (LPS).
Medicare online accounts is currently unavailable.	Unexpected system error occurs and system cannot show page. or If the customer hits submit but the system does not respond for up to 15 seconds. This could be due to an outage. Outages are rare, and most outages are short.	Follow basic troubleshooting, and if no outage, tell the customer to try again later.
Your session has timed out. Please click here to log in again.	Customer has been inactive in Medicare online account for more than 15 minutes.	Customer to sign in again and retry desired function.
You cannot claim through Medicare online accounts at this time.	not to be disclosed to customer Customer has selected 'Lodge a Medicare Claim' link and the system has determined they are ineligible to claim online due to a flag recorded against their personal record.	Customer needs to lodge claims over the phone by calling 132 011, by post or at a Service Centre.
The charge amount entered is invalid. Please check the charge amount and try again.	The customer has entered an invalid charge amount (two possible causes).	The charge amount entered is more than $9999.99 or less than $1.00. See Charges $10,000 or more (greater than $9,999.99) for Medicare patient claims or The customer has entered more than 2 numbers after the decimal point (for example, 70.000). Customer to enter correct amount and retry. If charge amount exceeds $9999.99, tell the customer to lodge the claim by Medicare Claim form (MS014).
The item number entered cannot be claimed through Medicare online accounts. For further assistance call Medicare on 132 011.	The item number entered does not match a valid item number or is on the exclusion list (for example, item codes that are bulk bill only).	Check item numbers are valid and that customers can claim for these. Discuss with the customer as required.
The number you entered does not match a registered provider.	The provider number entered does not match a valid provider number.	Customer must enter a valid provider number. Tell the customer to check against the account. See Provider number for health professionals in Medicare.
The item number entered cannot be claimed through Medicare online accounts.	Item is not valid at that date.	Customer to enter correct item number and date.
You cannot lodge this claim through Medicare online accounts.	Date of service is more than 2 years previous.	Claims can only be made through digital services for items within 2 years. Guide customer to the appropriate staff assisted channel.
Please check the service details you have entered and try again.	The servicing provider number entered is not valid for the date of service entered.	Customer must enter a valid provider number. Tell the customer to check against the account. See Provider number for health professionals in Medicare.
The file format that you have attempted to upload is not accepted.	The file format the customer is trying to upload is not valid.	Acceptable file formats are PDF, JPG, GIF, PNG or BMP.
There was a system error when attempting to upload your file(s).	System error about file upload	Follow basic technical troubleshooting, also making sure files are in the correct format, and that they are not damaged. If the files are acceptable and undamaged, customer should try again later.
The file size that you are attempting to upload is too large.	Customer attempts to load a file greater than the maximum file size (>5MB)	Customer needs to convert file to a smaller format or split it into numerous files to upload. Maximum file size is 5MB.
The referring provider cannot be found. Please check the provider number and try again.	The provider number entered does not match a valid referral provider number.	Customer must enter a valid referring provider number. Tell the customer to check against the account. See Provider number for health professionals in Medicare.
Please check the service details you have entered and try again.	Referral date is wrong.	Customer must enter a valid referral date. Tell the customer to check against the account.
We can't complete this invite online. You can either: call Medicare on 132 011 Complete an application to copy or transfer from one Medicare card to another	This error will show in the 'Add someone to my card' service when: a group contact selects to remove themselves from the Medicare card, where no other members on the card are aged 15 years or older, or the invitee (Person 2) is the group contact on the Medicare card, and they choose to remove themselves from their card, and all other members on the card are aged under 15 years and therefore ineligible to complete this process online the invitee (Person 2) has entered the inviter's (Person 1) details and either inviter (Person 1) or invitee (Person 2) are ineligible to complete the copy/transfer to existing card process	Customer must download and complete the application to copy or transfer from one Medicare card to another form (MS011) on the Services Australia website. See Copy or transfer a person or child to another Medicare card.
MOA-E4111 You need to use the Medicare claim form if your claim has any amount that's: less than $1 $10,000 or more	The customer has entered a charge amount for an item in their claim that is less than $1 or $10,000 or more.	Customer must download and complete the Medicare Claim form (MS014).

List of error codes when customer is linking Medicare to myGov online

Table 2: the following error codes may appear. Check with the customer if they got any of the error codes below.

Item

Message number

M0-1-1 to M0-1-21 and information messages

M0-1-1, M0-1-2, M0-1-4, M0-1-5, M0-1-6, M0-1-7, M0-1-8, M0-1-9, M0-1-10, M0-1-12a, M0-1-13a, M0-1-14a, M0-1-15a, M0-1-16, M0-1-17, M0-1-19a, M0-1-21

Soft/browser lock - match, System Failed to Respond, Insufficient PoRO, All failures, IP3 Required, Automatic unlinks

Error codes when customer is linking Medicare to myGov online

Table 3: messages that may show to customers and why.

Code number	Error message text	Reason for error message
M0-1-1	Your record can't be accessed at this time. You can still link Medicare using a linking code. If you need help, contact us and provide error code M0-1-1.	The ability to link Medicare without a linking code is locked. The customer has attempted to link Medicare to myGov while an existing 24 hour or 48 hour lock exists. See Medicare self service - checking, cancelling and enabling. Note: if the following wording is also noted within the failed linking attempt, the customer has attempted to recommence a cancelled or incomplete linking flow in a different session but no longer meets eligibility. 'Some details on your record have changed from when you started linking Medicare'
M0-1-2	The details we have recorded for you do not match the details in your myGov account. We are unable to link Medicare to myGov. If you need help, contact us and provide error code M0-1-2.	Shows when the user's myGov profile details do not match their member service record. See Troubleshooting myGov.
M0-1-4	We are unable to link Medicare to your myGov account using the Medicare card number and Individual Reference Number and linking code you provided. If you need help, contact us and provide error code M0-1-4.	The linking code entered is not found.
M0-1-5	We are unable to link Medicare to your myGov account using the Medicare card number and Individual Reference Number and linking code you provided. If you need help, contact us and provide error code M0-1-5.	An incorrect Medicare card number and Individual Reference Number have been entered against the correct linking code.
M0-1-6	Your linking code can no longer be used. If you need help, contact us and provide error code M0-1-6.	The linking code has already been used. See Using the myGov Linking Application to issue a new linking code.
M0-1-7	Your linking code can no longer be used. If you need help, contact us and provide error code M0-1-7.	The linking code has expired. See Using the myGov Linking Application to issue a new linking code.
M0-1-8	Your linking code can no longer be used. If you need help, contact us and provide error code M0-1-8.	The linking code is incorrect or the format is invalid. See Using the myGov Linking Application to issue a new linking code.
M0-1-9	There was an error. You can try again later. If you need help, contact us and provide error code M0-1-9.	There is a Medicare system issue. The customer will need to try again later.
M0-1-10	Something went wrong. You can try again later If you need help, contact us and provide error code M0-1-10.	There is an external system issue. Check for information about service disruptions, issues and scheduled maintenance times, see: Services Australia website > Customer service changes Newsflash Announcements and Network News Updates If the error persists and there is no information in the above resources, submit the Medicare online accounts (MOA) and Digital Medicare Enrolments (DME) General Enquiries Issues webform. In the What is the issue you are experiencing? free text field, enter reference error code 'M0-1-10'.
M0-1-12a	The answers you've provided don't match the details on your record. For your security and to protect your information, your linking options have been locked for 24 hours. After this time, they will automatically unlock and you can try again. You can still link Medicare using a linking code. If you need help, contact us and provide error code M0-1-12a.	The customer has entered their details incorrectly too many times, and the ability to link their online account without a linking code has been locked for 24 hours. The customer can try to link again after 24 hours, or Medicare staff can issue a linking code so the customer can link their account. See Using the myGov Linking Application.
M0-1-13a	The answers you've provided don't match the details on your record. For your security and to protect your information, your linking options have been locked for 48 hours. After this time, they will automatically unlock and you can try again. You can still link Medicare using a linking code. If you need help, contact us and provide error code M0-1-13a.	The customer has entered their details incorrectly too many times, and the ability to link their online account without a linking code has been locked for 48 hours. The customer can try to link again after 48 hours, or Medicare staff can issue a linking code so the customer can link their account. See Using the myGov Linking Application.
M0-1-14a	The password you have provided doesn't match your record. The one-time passcode you entered did not match. The Document Verification Service couldn't verify the details you entered. The details from your Digital Identity do not match your record. For your security and to protect your information, your linking options have been locked for 24 hours. After this time, they will automatically unlock and you can try again. You can still link Medicare using a linking code. If you need help, contact us and provide error code M0-1-14a.	One of the following has occurred: the customer has entered their one-time passcode (OTP) or password for enquiries incorrectly too many times the Document Verification Service couldn't verify the details entered details from the customer's Digital Identity do not match their record As a result, the ability to link their online account without a linking code has been locked for 24 hours. The customer can try to link again after 24 hours or Medicare staff can issue a linking code so the customer can link their account. See: Using the myGov Linking Application Medicare self service - checking, cancelling and enabling to enable a customer to access their record
M0-1-15a	The password you have provided doesn't match your record. The one-time passcode you entered did not match. The Document Verification Service couldn't verify the details you entered. The details from your Digital Identity do not match your record. For your security and to protect your information, your linking options have been locked for 48 hours. After this time, they will automatically unlock and you can try again. You can still link Medicare using a linking code. If you need help, contact us and provide error code M0-1-15a.	One of the following has occurred: the customer has entered their one-time passcode (OTP) or password for enquiries incorrectly too many times the Document Verification Service couldn't verify the details entered details from the customer's Digital Identity do not match their record As a result, the ability to link their online account without a linking code has been locked for 48 hours. The customer can try to link again after 48 hours, or Medicare staff can issue a linking code so the customer can link their account. See: Using the myGov Linking Application Medicare self service - checking, cancelling and enabling to enable a customer to access their record
M0-1-16	Your record can't be accessed at this time. If you need help, contact us and provide error code M0-1-16.	The customer has online access restricted or prevented, for reasons other than by a locked record, due to: customer being aged under 14 being flagged as intertwined having a MPI1 flag Card association/consumer end date is in the past Check the Consumer Directory Maintenance System (CDMS) for flags, error and warning messages. Note: if the following wording is also noted within the failed linking attempt, the customer has attempted to recommence a cancelled or incomplete linking flow in a different session but since the commencement of the linking attempt, the record has since been updated with a restricted online indicator, access to online has been prevented or the record has been flagged as intertwined. 'Some details on your record have changed from when you started linking Medicare'
M0-1-17	Your record can't be accessed at this time. If you need help, contact us and provide error code M0-1-17.	The record the customer has attempted to link has been processed as deceased or deleted. Note: if the following wording is also noted within the failed linking attempt, the customer has attempted to recommence a cancelled or incomplete linking flow in a different session but since the commencement of the linking attempt, the record has since been marked as deceased or deleted. 'Some details on your record have changed from when you started linking Medicare'
M0-1-19a	For your security and to protect your information, we are unable to link Medicare to your myGov account. Your linking options have been locked for 48 hours. After this time, they will automatically unlock and you can try again. You can still link Medicare using a linking code. If you need help, contact us and provide error code M0-1-19a.	The customer's online account has been locked for 48 hours. The customer can try to link again after 48 hours, or Medicare staff can issue a linking code so the customer can link their account. See Using the myGov Linking Application. See Medicare self service - checking, cancelling and enabling to enable a customer to access their record.
M0-1-21	Your linking code can no longer be used. If you need help, contact us and provide error code M0-1-21.	The customer's linking code has been cancelled. A new linking code can be issued to the customer. See Using the myGov Linking Application to issue a new linking code.
Soft/browser lock - match	The information you provided doesn't match your record. To try again, return to myGov and select Medicare.	The customer has entered personal details that do not match the consumer record. This includes when a customer's card association has been end-dated. The customer can try to link again or Medicare staff can issue a linking code so the customer can link their account. See Using the myGov Linking Application.
System Failed to Respond	Something went wrong and we are unable to link Medicare to myGov at this time.	There is an issue with the internal system. Check for information about service disruptions, issues and scheduled maintenance times, see: Services Australia website > Customer service changes Newsflash Announcements and Network News Updates The customer can try to link again, or Medicare staff can issue a linking code so the customer can link their account. See Using the myGov Linking Application. See Medicare self service - checking, cancelling and enabling to enable a customer to access their record.
Insufficient PoRO	There isn't enough information available for us to verify your details. You can still link Medicare using a linking code.	The customer does not have enough information on their record to meet the minimum authentication requirements. The customer can try to link again using a Strong Digital ID or Medicare staff can issue a linking code so the customer can link their account. See Using the myGov Linking Application. Note: if the following wording also shows, the customer has tried to restart a cancelled or incomplete linking flow in a different session. Since starting the linking attempt, there is now insufficient information on the customer's record. 'Some details on your record have changed from when you started linking Medicare'
All failures	Something went wrong and we are unable to link Medicare to myGov at this time.	Shows when an error or failure to link occurs and there is no other suitable scenario above. The customer can try to link again, or Medicare staff can issue a linking code. See Using the myGov Linking Application.
IP3 Required	You have attempted to link using a Standard ID. To link Medicare to myGov you need to have a Strong ID. If you need help with your Digital ID, you can contact your Digital ID provider. If you can't get a Strong ID, you can still link Medicare using a linking code.	The customer has tried to link their Medicare online account to myGov using a Standard (IP2) Digital ID. To meet minimum authentication requirements, they must have a Strong (IP3) Digital ID. The customer can try to link again using a Strong Digital ID or a Service Officer can help by issuing a linking code.
Automatic unlinks	No error message, however the Medicare link will be removed in myGov and the customer will receive an SMS, email or letter notification when the Medicare online account has been unlinked due to a 'Notify Account Change' (NAC).	Reason a customer's record will be automatically unlinked from myGov: record is confirmed as deceased record is identified as a multiple, intertwined or deleted record has been linked to another myGov account the record has a 'Notify Account Change' (NAC) from myGov, for example, the: customer or Service Officer has closed the myGov account account is permanently locked due to multiple incorrect sign ins account permanently locked due to too many secret answer attempts

Troubleshooting RFM51 Medicare linking issue

Table 4: when Medicare links to myGov, a number is stored in CDMS to prove a customer is linked to online services. This number is called an MBUN (Meaningless But Unique Number). This number is stored in CDMS under the MBUN tab with date and time it was linked.

To resolve this error, Service Officers need to check the customer MBUN reference in CDMS.

Issue	Action
If the customer is getting an RFM51 error and can neither link or unlink their Medicare online account from myGov	Check CDMS, as there could be a valid link (MBUN) already. If the customer has already linked and cannot relink, this needs to be end-dated before the customer can re-link to another account. If the customer signs in to their old myGov account and closes the account properly, it will end-date the MBUN. Customers can then re-link Medicare to their new myGov account. They do this by: signing in to their myGov account selecting My account > Account settings selecting Close account If a customer cannot close their previous myGov account, a Service Officer can help by end-dating the MBUN in CDMS. Re-linking should be available after this process is completed.
The customer may already be linked, that is why they cannot link again	Check if the customer is already linked. In CDMS: Select Inquire on Consumer Details Key in the customer's Medicare card number and select Entitlement On the Program entitlement summary screen Select the Consumer ID of customer to view if there is more than one Choose Entitlement from the Summary dropdown at the bottom of the screen Then Online Services via my.gov.au option button Select the Entitlement button On the Entitlement Details screen select the MBUN tab On the MBUN screen, a long number will show with a start date This means the customer is linked. It shows when they became linked also.
To request TAM access to see the MBUN tab	In mySupport, key in Medicare Access Change in the left side search box, then select the magnifying glass icon to start the search. In What TAM (CDMS/PDS etc) group(s) are to be added? Field: Key which access is required using the below: Note: there are numerous TAM production profiles. The one below is the one required to access the MBUN tab. OLS_Entitlement_MOA_MBUN (access that members will need to complete MOA MBUN work) In the Please specify the business case for this access change field, key in the reason for needing the access. Leave the other parts blank and submit the form. Wait for system access notification.

Customer notifications

List of SMS notifications

Table 5: The following SMS notifications may be issued to the customer after a successful or unsuccessful attempt to link Medicare online account to myGov.

Item	Message Type
SMS notification messages	Linked, Unlinked, Locked - 24/48 hr

SMS notifications

Table 6: The following SMS notifications will be sent to a customer after a successful or unsuccessful linking attempt.

These SMS notifications may not always be a result of customer action. They could have been sent due to multiple attempts to link the record without the genuine owner's consent, and the potential exists for the record to have been compromised.

Customers must be authenticated as the owner of the record and additional Proof of Record Ownership (PoRO) applied before investigating any notifications sent in relation to unlinking or locking.

Message trigger	SMS text	Service Officer advice to customers
Linked	Your account was linked to myGov on {DD/MM/YY} at {XX:XX} local time. If this wasn't you, call 132 307 and select Medicare. If you can't call, sign in to your myGov account and attempt to re-link your online account. Do not reply by SMS	Advise the customer that this SMS was generated due to their Medicare online account being linked to myGov on the date/time noted in the SMS. Confirm if the customer completed any linking activities on their Medicare online account on the date/time noted in the SMS. If the customer advises they did not complete any linking activity for Medicare on the day/time, and you determine there's been unauthorised access, see Advice of a scam or theft or loss of personal information or Unauthorised Medicare activity.
Unlinked	Your online account was unlinked from myGov on {DD/MM/YY} at {XX:XX} local time. If this wasn't you, call 132 307 and select Medicare. Do not reply by SMS	Customers must be authenticated as the owner of the record and additional Proof of Record Ownership (PoRO) processes undertaken before investigating any notifications sent in relation to unlinking. The unlink notification will only be issued when a 'Notify Account Change (NAC)' is received from myGov. In these scenarios the customer's Medicare online account has been unlinked due to the following reasons: a Service Officer has closed the myGov account the myGov account is permanently locked due to multiple incorrect sign ins or too many secret question attempts If there is an issue with the customer's myGov account, see Troubleshooting myGov.
Locked - 24/48 hr	Your account was locked on {DD/MM/YY} at {XX:XX} local time. It will unlock in <24\|48> hours. If this wasn't you, call 132 307 and select Medicare. Do not reply by SMS	Customers must be authenticated as the owner of the record and additional Proof of Record Ownership (PoRO) processes undertaken before investigating any notifications sent in relation to locking. The Medicare online account is locked due to failed attempt/s linking the Medicare online account to myGov. 24 hours: Advise the customer that due to a failed linking attempt, their record has been locked for 24 hours. 48 hours: Advise the customer that due to multiple failed linking attempts, their record has been locked for 48 hours. Confirm if the customer tried to link their Medicare online account to myGov on the date/time noted in the SMS. If the customer confirms they attempted to link their Medicare online account to myGov, tell them they will need to wait the 24 or 48 hour period before trying to link again. See Medicare self service - checking, cancelling and enabling. If the customer advises they did not complete any linking activity for Medicare on the day/time, and you determine there's been unauthorised access, see Advice of a scam or theft or loss of personal information or Unauthorised Medicare activity.

Email notifications

List of email notifications

Table 7: The following email notifications may be issued to the customer after a successful or unsuccessful attempt to link Medicare online account to myGov.

Item	Message Type
Email notification messages	Linked, Unlinked, Locked

Email notifications

Table 8: The following email notifications will be sent to a customer when they do not have an eligible mobile number on their record after a successful or unsuccessful linking attempt.

These email notifications may not always be a result of customer action. They could have been sent due to multiple attempts to link the record without the genuine owner's consent, and the potential exists for the record to have been compromised.

Message trigger	Email text	Service Officer advice to customers
Linked	You successfully linked your Medicare online account to your myGov account on {DD Month YYYY} at {XX:XX} <am\|pm> local time. You can access your Medicare online account by signing in to my.gov.au or the myGov app and selecting your linked Medicare service. What you need to do If you did not link the account at the time listed, call the Online Services Support Hotline as soon as you can on 132 307 (call charges may apply). When calling, select option 4 for Medicare online enquiries. The Online Services Support Hotline hours of operation, local time are: Monday to Friday, between 7 am and 10 pm Saturday to Sunday, between 10 am and 5 pm If you are concerned about unauthorised access to your Medicare online account and are unable to call us sign in to your myGov account and check your online account for any changes. If you cannot access your online account, you may need to relink it. More information For information on how to protect yourself online, go to servicesaustralia.gov.au and search QC 60289 For more information about your Medicare online account, including the terms and conditions of use and access, go to servicesaustralia.gov.au and search QC22751.	Advise the customer that this email has been generated due to their Medicare online account being linked to myGov on the date/time noted in the email. Confirm if the customer completed any linking activities on their Medicare record on the date/time noted in the email. If the customer advises they did not complete any linking activity for Medicare on the day/time, and you determine there's been unauthorised access, see Advice of a scam or theft or loss of personal information or Unauthorised Medicare activity.
Unlinked	Your Medicare online account was unlinked from your myGov account on {DD Month YYYY} at: {XX:XX} <am\|pm> local time. What you need to do If you think your account was unlinked in error, call the Online Services Support Hotline on 132 307 (call charges may apply). When calling, select option 1 for myGov account enquiries. The Online Services Support Hotline hours of operation, local time are: Monday to Friday, between 7 am and 10 pm Saturday to Sunday, between 10 am and 5 pm. More information For information on how to protect yourself online, go to servicesaustralia.gov.au and search QC 60289 For more information about your Medicare online account, including the terms and conditions of use and access, go to servicesaustralia.gov.au and search QC 22751.	Customers must be authenticated as the owner of the record and additional Proof of Record Ownership (PoRO) processes undertaken before investigating any notifications sent in relation to unlinking. The unlink notification will only be issued when a 'Notify Account Change (NAC)' is received from myGov. In these scenarios the customer's Medicare online account has been unlinked due to the following reasons: a Service Officer has closed the myGov account the myGov account is permanently locked due to multiple incorrect sign ins or too many secret question attempts If there is an issue with the customer's myGov account, see Troubleshooting myGov.
Locked	To protect your personal information, your Medicare online account was locked due to multiple failed attempts to link your online account to myGov on {DD Month YYYY} at {XX:XX} <am\|pm> local time. Your account will automatically unlock in<24\|48> hours. What you need to do If this was not you, call the Online Services Support Hotline on 132 307 (call charges may apply) and select Medicare to unlock your account, discuss any privacy concerns or to add additional security measures to protect your linked account. The Online Services Support Hotline hours of operation, local time are: Monday to Friday, between 7 am and 10 pm Saturday to Sunday, between 10 am and 5 pm More information For information on how to protect yourself online, go to servicesaustralia.gov.au and search QC 60289 For more information about your Medicare online account, including the terms and conditions of use and access, go to servicesaustralia.gov.au and search QC 22751.	Customers must be authenticated as the owner of the record and additional Proof of Record Ownership (PoRO) processes undertaken before investigating any notifications sent in relation to locking. The Medicare online account is locked due to failed attempt/s at linking to myGov. 24 hours: Advise the customer that due to a failed linking attempt, their record has been locked for 24 hours 48 hours: Advise the customer that due to multiple failed linking attempts, their record has been locked for 48 hours Confirm if the customer tried to link their Medicare online account to myGov on the date/time noted in the email. If the customer confirms they tried to link their Medicare online account to myGov, advise them they will need to wait the 24 or 48 hour period before trying to link again. See Medicare self service – checking, cancelling and enabling. If the customer advises they did not complete any linking activity for Medicare on the day/time, and you determine there's been unauthorised access, see Advice of a scam or theft or loss of personal information or Unauthorised Medicare activity.

Letter notifications

List of letter notifications

Table 9: The following letters will be issued to a customer after a successful or unsuccessful attempt to link Medicare online account to myGov.

Item	Message Type
Letter notification messages	Linked, Unlinked

Letter notifications

Table 10: The following letters will be sent to a customer after a successful or unsuccessful linking attempt.

These letters may not always be a result of customer action. They could have been sent due to multiple attempts to link the record without the genuine owner's consent, and the potential exists for the record to have been compromised.

Message trigger

Letter text

Service Officer advice to customers

Linked

Your Medicare online account is now linked to your myGov account.

You successfully linked your Medicare online account to your myGov account on {DD Month YYYY} at: {XX:XX} <am|pm> local time.

You can access your Medicare online account by signing in to my.gov.au or the myGov app and selecting your linked Medicare service.

What you need to do

If you did not link the account at the time(s) listed, call the Online Services Support Hotline as soon as you can on 132 307 (call charges may apply). When calling, select option 4 for online enquiries.

The Online Services Support Hotline hours of operation, local time are:

Monday to Friday, between 7 am and 10 pm
Saturday to Sunday, between 10 am and 5 pm.

If you are concerned about unauthorised access to your Medicare online account and are unable to call us sign in to your myGov account and check your online account for any changes. If you cannot access your online account, you may need to relink it.

More information

For information on how to protect yourself online, go to servicesaustralia.gov.au and search QC 60289

For more information about your Medicare online account, including the terms and conditions of use and access, go to servicesaustralia.gov.au and search QC 22751.

Advise the customer that this letter has been generated due to their Medicare online account being linked to myGov on the date/time noted in the letter.

Confirm if the customer completed any linking activities on their Medicare record on the date/time noted in the letter.

If the customer advises they did not complete any linking activity for Medicare on the day/time, and you determine there's been unauthorised access, see Advice of a scam or theft or loss of personal information or Unauthorised Medicare activity.

Unlinked

Your Medicare online account has been unlinked from your myGov account.

Your Medicare online account was unlinked from your myGov account on {DD Month YYYY} at {XX:XX} <am|pm> local time.

What you need to know

Your Medicare account was unlinked because the linked myGov account was closed.

What you need to do

If you think your account was unlinked in error, call the Online Services Support Hotline on 132 307 (call charges may apply). When calling, select option 1 for myGov account enquiries.

The Online Services Support Hotline hours of operation, local time are:

Monday to Friday, between 7 am and 10 pm
Saturday to Sunday, between 10 am and 5 pm.

More information

For information on how to protect yourself online, go to servicesaustralia.gov.au and search QC 60289.

For more information about your Medicare online account, including the terms and conditions of use and access, go to servicesaustralia.gov.au and search QC 22751.

Customers must be authenticated as the owner of the record and additional Proof of Record Ownership (PoRO) processes undertaken before investigating any notifications sent in relation to unlinking.

The unlink notification will only be issued when a 'Notify Account Change (NAC)' is received from myGov.

In these scenarios the customer's Medicare online account has been unlinked due to the following reasons:

a staff member has closed the myGov account
the myGov account is permanently locked due to multiple incorrect sign ins or too many secret question attempts

If there is an issue with the customer's myGov account, see Troubleshooting myGov.

Operational Information

Troubleshooting Medicare self service 133-02090090

Error codes when customer is linking Medicare to myGov online

List of SMS notifications

SMS notifications

List of email notifications

Email notifications

List of letter notifications

Letter notifications