Troubleshooting Medicare self service 133-02090090

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 user 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 very 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.

User has been inactive within Online Services for more than 5 minutes.

Customer to log in again and retry desired function.

You cannot claim through Medicare online accounts at this time.

**not to be disclosed to customer**

User 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 $0.00.

See Charges $10,000 or more (greater than $9,999.99) for Medicare patient claims

or

The user 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, advise customer to lodge claim via 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 self service for items within two years. Guide customer to the appropriate manual 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 user 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.

User 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.

Access denied - Medicare online account

Message may appear for different reasons. Customer may have cancelled their Medicare online account, and selected that they will need to contact to restart their account.

Customer will need to ask a staff member to reactivate their account if they want to use it again.

See Access to Medicare self service - set up, checking, cancelling and enabling

Error message

Reason

Action

An error message without a RFM number

Customer might have multiple indicators in CDMS

Check CDMS for indicators. If Service Officer cannot access CDMS, contact Local Peer Support (LPS).

We are currently experiencing some technical issues and will be back up soon

Technical issues happen from time to time. Outages are rare, and most are very short.

Customer to try again later.

We are currently experiencing issues accessing your Medicare agency account. You may need to re-link this agency account via mygov.au website

myGov credential required

Customer required to link their Medicare online account with myGov.

Username and/or password cannot be blank

Customer has not entered either their myGov username or password.

Enter myGov credentials as required.

You've entered an invalid username. It should consist of 2 alphabetic characters followed by 6 digits

Customer has not entered a correct myGov username.

Customer required to use correct myGov username.

Customers can recover their myGov username by going to my.gov.au and selecting "forgot username" or via account settings within myGov.

You've entered a 4 digit PIN. You need to enter your username

Customer has entered a 4 digit PIN instead of their myGov username.

Correct myGov username required.

Login Failed

You have incorrectly entered your username or password. Please try again

Customer has incorrectly entered myGov username and/or password.

Enter myGov credentials.

Customer must check their myGov credentials using myGov account.

Please check your connection settings.

To use this application, you must be connected to a Wi-Fi or mobile data network

When logging on and customer has limited connectivity.

Customer required to have access to mobile data network or Wi-Fi.

This statement is currently not available

When a statement is selected from the Menu, and an error creating the statement or session has timed out.

Additionally, claim history information can take up to 48 hours to populate in a history statement.

Customer to retry as appropriate.

You are not eligible for this service

Member is not eligible to view Medicare Claim History Statement.

Refer to Claims history and claims history statement using Medicare online accounts for eligibility to request Medicare claims history.

The service is currently unavailable. Please contact us or try again later.

When service is not available for the customer due to their circumstances.

See Item 4 in Basic troubleshooting table for the app on the Process page.

Your account has been revoked. Please contact Medicare.

This message shows when a customer logs into the app but their myGov account has been revoked and can no longer give the security handshake required to open the member service (Express Plus Medicare app).

See Item 2 in Basic troubleshooting table for the app on the Process page.

Invalid date of service.

This message shows when a customer is trying to lodge a claim.

If you have confirmed that the date of service format is correct and as per the invoice, it could be that the provider number is not valid for that date of service, for example, the provider has changed their number or closed before that date. Ask the customer to confirm the provider number with their Service Provider.

Issue

Action

The customer may be linked to a myGov account

Check CDMS against what is in the customer's myGov Profile and make sure that there is no MBUN (Meaningless But Unique Number) in CDMS. This is stored in CDMS, under the MBUN tab with the date and time, it was linked.

Customers name may be different to what is on their myGov Profile

Service Officer needs to check the customer's details with the details stored in CDMS.

Service Officers are not to give this information to customers, as they need to be able to confirm their own identity.

Check is it the same – Personal / Contact details for Medicare as in myGov

• Name (including middle name to make sure no middle initial)
• Date of birth - this can be incorrect
• Address
• Banking Details

Returned mail flag indicator

Check if there is a returned mail flag:

• Service Officers need to check if there is a Returned Mail Flag on the address in CDMS
• Update the customer's address and remove the Returned Mail Flag from CDMS before customers can link
• The address update shows immediately in CDMS but may take up to 24 hours to replicate the data change to myGov

Linking code offer

Offering a linking code to a customer does not always work on the first attempt. Further attempts may resolve issue.

Check CDMS against what is in the customer's myGov Profile.

Do not give this information to the customer, as they need to confirm their identity.

To request TAM access to see the MBUN tab

In mySupport, type 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: type in 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 in order to complete MOA MBUN work)

In the Please specify the business case for this access change field, type in the reason you need the access.

Leave the other parts blank and submit the form.

Wait for system access notification.

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's already linked and they cannot relink, this needs to be end-dated before the customer can re-link to another account.

If the customer goes into their old myGov account and closes the account properly, it will end-date the MBUN.

Customer can then re-link Medicare to their new myGov account.

They do this by:

• signing in to their myGov account
• select Account settings
• select Close your myGov account

If a customer is unable to 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
• Type in the customer's Medicare card number and select Entitlement
• On the Program entitlement summary screen
• Select the Consumer ID of customer you want 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, type 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: Type in 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 in order to complete MOA MBUN work)

In the Please specify the business case for this access change field, type in the reason you need the access.

Leave the other parts blank and submit the form.

Wait for system access notification.