Express Plus Medicare mobile app troubleshooting guide

Our troubleshooting guide will help to answer any questions you have about the Express Plus Medicare app.

Express Plus can be downloaded for free from the App Store or Google Play.

Compatible mobile devices

Express Plus mobile apps are available for:

  • iPhone®, iPod touch® (3rd generation and above), iPad® (2 and above) with a minimum operating system of IOS5.0 and 3G or wireless networks
  • Android devices running version 2.3.3 or higher

Dealing with crashing, freezing or timing out issues

If you experience crashing, freezing, or timing out issues when using the Express Plus Medicare app on your device you should turn your phone off then back on again and check your 3G signal or wireless connection.

Accessing Express Plus Medicare and creating a PIN

To access the Express Plus Medicare app, you will need to:

  1. register for a myGov account
  2. link your myGov account to your Medicare account
  3. download the Express Plus Medicare app from the App Store
  4. enter your myGov User ID and password, and
  5. answer the secret question to set up your PIN

If you are registered for Medicare online accounts and have not created and/or linked your myGov account you will be unable to use the app.

my.gov.au help

Image of the enter ID and password screen. Also showing the error Whoops! You've entered an invalid ID. It should consist of 2 letters followed by 6 numbers e.g. AB123456

Username and Password help

For your security, you must enter your myGov username and password. If you do not have a myGov account, go to my.gov.au. This app will only work if you have linked your Medicare online account to your myGov account.

myGov has replaced australia.gov.au, but has maintained the same username and password. If you had account details for australia.gov.au, these are now your myGov username and password.

Your myGov username is in the format of 2 letters followed by 6 numbers, for example AB123456.

If you have forgotten your myGov password you can reset it at my.gov.au

Your myGov password is case sensitive, and:

  • Is at least seven characters long
  • Has at least one number
  • May also have any of the following characters: !,@,#,$,%,^,&,*

Your myGov password does not contain:

  • Spaces
  • Any special characters not listed above (e.g. ?,(,+,{,\)
  • Sets of identical or sequential characters (e.g. AAAA or 1234)

Device permissions

We have received a number of enquiries regarding the permissions for this app. These permissions are required to allow the app to work effectively with your device. We do not use this information for departmental purposes.

Below is a short description of why we require permissions.

Your location

Required for the office locator and directions. We do not store your whereabouts.

Your personal information

Required to add appointments to your calendar. We do not retrieve any details from your calendar.

Phone calls

Required to allow you to contact us while using the app. We do not log your calls.

Camera

Required to allow you capture and upload a receipt.

Logging off on your device

When logging off on your device, you will be presented with the message 'You have successfully logged out'. It is only at this point that you have logged out of system.

Alternatively should your session remain inactive for an extended period the application will automatically log you out.

Error E001 to E007 Message - iOS Apple

Some customers are receiving error messages "E001", "E002", "E0003", "E004", "E005", "E006" or "E007".

A large number of these errors are related to Login. This can occur when there is scheduled maintenance.

If this occurs please try again later or the next day.

To help establish why errors 'E001' to 'E007' are occurring, please check the following and if required, contact us. Be ready to provide the following information:

  • Note the error number and have your Medicare number and your my.Gov.au user ID ready
  • Have you set your phone to a foreign language?
  • Does your password contain any special characters?
  • Have you been able to use the Express Plus application in the past?
  • How many Express Plus applications do you have installed on your device?
  • Are you able to log on to the web with the same User ID and Password?
  • When did you last log on to online accounts?
  • Are you using 3G or WIFI?

If you own an iPhone, iPad or iPod touch, please check the following information:

  • Version of IOS. This can be found by using the following path on the phone - Settings > General > About > - Version (example 5.1.1)

If your operating system is less than 5.0 please update to the current version.

If you own an Android device please check you have the following:

  • Versions 2.3.3 to 4.2.2

Express Plus Apps are not currently compatible with the latest Android version 4.3.

To overcome this issue, you will need to allow automatic updates of Express Plus on your device or alternately, download updates as they become available in the App store or Google Play.

Using Express Plus on more than one device

You can't use Express Plus on more than one device, you must nominate one device to use the app as it requires a device specific 4-digit pin to login. If you use the app on a new device you will need to setup a new PIN. If you are alternating between devices, you will need to set up a new PIN each time you use a new device by entering your my.Gov.au User ID and password.

Claiming Medicare Benefits

The Express Plus Medicare allows you to claim some Medicare benefits.

In the first instance if your doctor offers electronic claiming, this is still the easiest and most convenient option for you to lodge a claim with us. Your Medicare benefit will usually be paid into your nominated bank account the next working day, sometimes even sooner.

If your doctor does not offer this service, you can claim using the 'Claim' button in the app. There are 25 items which can be claimed which do not require you to provide a receipt (see below list).

If you are claiming an item outside of the 25, you will be prompted to take an image of your receipt and upload it using your mobile device.

If you have more than one item to claim, you will need to complete the process for each item.

25 items numbers that can be lodged by the 'Claim' button that don't require a receipt

  • Item 3 - GP Consultation - Level 'A'
  • Item 23 - GP Consultation - Level 'B'
  • Item 36 - GP Consultation - Level 'C'
  • Item 44 - GP Consultation - Level 'D'
  • Item 53 - Other Medical Practitioner Standard Consultation
  • Item 54 - Other Medical Practitioner Long Consultation
  • Item 57 - Other Medical Practitioner Prolonged Consultation
  • Item 5020 - GP Consultation - Level 'B' (after hours)
  • Item 5060 - GP Consultation - Level 'D' (after hours)
  • Item 5200 - Other Medical Practitioner Brief Consultation (after hours)
  • Item 5203 - Other Medical Practitioner Standard Consultation (after hours)
  • Item 5207 - Other Medical Practitioner Long Consultation (after hours)
  • Item 5208 - Other Medical Practitioner Prolonged Consultation (after hours)
  • Item 10951 - Diabetes Education Service
  • Item 10952 - Audiology Health Service
  • Item 10953 - Exercise Physiology Service
  • Item 10954 - Dietetics Services
  • Item 10956 - Mental Health Service
  • Item 10958 - Occupational Therapy Health Service
  • Item 10960 - Physiotherapy Health Service
  • Item 10962 - Podiatry Health Service
  • Item 10964 - Chiropractic Service
  • Item 10966 - Osteopathy Health Service
  • Item 10968 - Psychology Health Service
  • Item 10970 - Speech Pathology Health Service

Item numbers are one to five digits and will be listed on your doctor's account

Claiming limits

There are daily and monthly claiming limits that apply to the 25 claim types listed above. You can claim a maximum of $250 per day or $550 per 30 days per Medicare card and bank account. Claims that require a receipt are not subject to claiming limits.

The monthly limit is calculated as a 30-day rolling limit. If you exceed a claiming limit, your Medicare claim can still be lodged at a service centre, by post, or by calling 132 011.

Updating bank account details

You can now update your bank account details. This is the account where you wish your Medicare benefit to be paid into.

Changing your circumstances

You can change your address, email and phone number/numbers with Express Plus. This is done in the 'My Profile' section.

Reset your PIN

  1. Touch Reset PIN from the bottom left of the PIN prompt screen. You will receive a message: Are you sure you want to reset your PIN?
  2. Choose Yes to this question. You will be taken to the title screen as though it is your first time using the app
  3. Touch the Start now button to take you to the Terms and Conditions screen
  4. Read the Terms and Conditions and then select the I agree button, which takes you to the Login screen
  5. Provide your Customer Access Number (CAN) and password and touch the Next button, which takes you to the Secret questions and answers screen
  6. Provide your answer to your corresponding secret question (as previously set up through your online registration) to take you to the Setup 4 digit PIN screen
  7. Enter a 4 digit PIN (this cannot be the same PIN as previously used). Repeat the same 4 digit PIN, which will take you to the main menu. You are now ready to use the app

Multiple people using the app on a single device

Due to the security features of the Express Plus App. It can only be used by one person per device.

Security of Express Plus

The Express Plus app is a secure app. To use Express Plus you need to use your my.Gov.au user ID, password and answer one of your secret questions to set up your PIN.

*Please do not give your PIN to anyone and do not write it down.

Access times for Express Plus

Express Plus can be accessed at any time that Medicare online accounts are available.

Data required to download Express Plus

To view current download size please refer to the AppStore

Lost your phone and you have a new one

Ensure that you do not save your PIN on the device you are using - this will prevent your account from being accessed by someone else.

If you get a new device you will need to download the app again and set up a new PIN.

Wi-fi availability

Currently there are no wireless network (wi-fi) hot spots in our offices.

Using Express Plus on your iPad

Express Plus apps have been designed for use on devices such as iPhone and iPod touch. To view the apps at the enlarged size for iPads, use the 'Zoom' function on your device to bring the app display to the full screen.

Apple, the Apple logo, iPad, iPhone, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Your legal obligations in using services in the Medicare app

Type of serviceDeclaration
Claim History
  • I declare that I am the person to whom the Medicare claims history relates OR
  • I declare that I am the parent or legal guardian with parental responsibility for the child to whom this Medicare claims history relates
  • I understand that making a false or misleading statement is a serious offence under the Health Insurance Act 1973, punishable by fine or imprisonment and a criminal offence under the Criminal Code Act 1995
Medicare Benefit Tax Statement
  • I declare that I am the parent or legal guardian with parental responsibility for the child to whom this Medicare Benefit tax Statement relates
  • I understand that making a false or misleading statement is a serious offence under the Health Insurance Act 1973, punishable by fine or imprisonment and a criminal responsibility for the child to whom this Medicare Benefit Tax Statement relates
  • I understand that making a false or misleading statement is a serious offence under the Health Insurance Act 1973, punishable by fine or imprisonment and a criminal offence under the Criminal code Act 1995
Child Immunisation History
  • I declare that I am the parent or legal guardian with parental responsibility for the child to whom the Australian Childhood Immunisation Register record relates
  • I understand that making a false or misleading statement in connection with the Australian Childhood Immunisation Register is a serious offence under the Health Insurance Act 1973, punishable by fine or imprisonment and a criminal offence under the Criminal Code Act 1995
Claim

I declare that:

  • I have paid for, or am liable to pay the expenses for these services
  • The services were not for the purpose of life insurance, superannuation or provident account schemes, admission to a friendly society, health screening, mass immunisation, or connected with the patient's employment
  • The services were not provided by or on behalf of the Australian Government, a state or territory or a local governing body or an authority established by a law of the Commonwealth, state or territory
  • I have not claimed for dental expenses through private health insurance
  • The information I have provided is true and correct

I understand that making a false or misleading statement in connection with a claim for a benefit or payment is a serious offence under the Health Insurance Act 1973 and Dental Benefits Act 2008 punishable by a fine or imprisonment and is also a criminal offence under the Criminal Code Act 1995.

Uploading a claim

I have read and agree with the privacy notice.

  • I declare that the document is a true and correct copy of the original document
  • I understand that making a false or misleading statement is a serious offence under the Health Insurance Act 1973 punishable by fine or imprisonment and a criminal offence under the Criminal code Act 1995

I have read and agree with the privacy notice.