Centrelink Express Plus mobile apps troubleshooting guide

Our troubleshooting guide will help to answer questions you may have about the following Express Plus mobile apps:

  • the Express Plus Centrelink mobile app - combines all the functions and tools of the Express Plus Families, Express Plus Job Seekers, Express Plus Seniors and Express Plus Students mobile apps into a single platform tailored to your circumstances, along with a new design and additional features
  • the Express Plus Lite mobile app - for those who are eligible to report employment income online and who wish to report in Arabic, Chinese, Persian (Farsi) or Vietnamese

The Express Plus Centrelink mobile app is available for Apple devices with iOS7+ and Android devices with version 4.0+. If you have not downloaded iOS7 or version 4.0, you can continue to use the existing Express Plus mobile apps or your Centrelink online account.

The Express Plus Lite mobile app is available for Apple devices with iOS5+ and Android devices with version 2.3.3+.

There are no plans to make Express Plus mobile apps available for Windows Phone or other devices.

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

Compatible mobile devices

The Express Plus Centrelink mobile app is available for Apple devices with iOS7+ and Android devices with version 4.0+.

Express Plus Families, Express Plus Job Seekers, Express Plus Seniors, Express Plus Students and Express Plus Lite are available for:

  • iPhone®, iPod touch® (3rd generation and above) and iPad® (2 and above)—with a minimum operating system of iOS5
  • Android devices—with a minimum operating system of 2.3.3

There are no plans to make Express Plus mobile apps available for Windows Phone devices or other devices.

Accessing Express Plus and creating a Personal Identification Number (PIN)

To get started:

  1. register for a Centrelink online account through myGov
  2. download the app
  3. enter your online customer number and password
  4. answer the secret question to set up your 4 digit PIN

If you would like to receive reporting reminders, you need to make sure the notification setting on your phone is turned on.

Device permissions

Permissions for Express Plus mobile apps are required to allow the apps to work effectively with your mobile 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 an app. We do not log your calls.

Camera

Required to allow you to capture and upload a document.

Push notification service

Push notifications allow the Express Plus Centrelink mobile app to send messages to your mobile device. The types of push notification messages we may send include reminders to report and reminders to provide up to date information or documents.

Where possible, you will be directed to the relevant option or service within the Express Plus Centrelink mobile app to complete your business.

If you are also subscribed to the Electronic Messaging service, you may receive a push notification message instead of an SMS or email.

You will only receive push notification messages when connected to the internet.

Subscription

To subscribe to the push notification service, you need to download the latest version of Express Plus Centrelink. If you use an Android device, you will be subscribed to the service as soon as you log in to the app. If you use an Apple device, you will be subscribed once you accept the push notifications offer.

If you do not wish to receive push notification messages, you will need to access the settings menu on your mobile device and disable Push Notifications for Express Plus Centrelink.

  • If you own an iPhone®, iPod touch® or iPad®, go to Settings > Notifications.  Select Centrelink from the list and switch Allow Notifications to OFF
  • If you own an Android device, go to Settings > Application Manager. Select Centrelink from the list and uncheck the Show notifications box

Logging out of your mobile device

When logging out of your mobile 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 the system.

If your session remains inactive for an extended period, the application will automatically log you out.

‘This service is temporarily unavailable, please try again later’ error message

To see why this error has occurred, follow the instructions below.

    1. Check you are using an updated version of your operating system.

    • For Express Plus Centrelink
      • if you own an iPhone®, iPod touch® or iPad®, the app will only work on an operating system of iOS7+. To find your version, go to Settings > General > About on your phone
      • if you own an Android device, the app will only work with version 4.0+
    • For Express Plus Lite
      • if you own an iPhone®, iPod touch® or iPad®, Express Plus will only work on an operating system of iOS5.+ To find your version, go to Settings > General > About on your phone
      • if you own an Android device, Express Plus will only work with version 2.3.3+

You may wish to allow automatic updates of Express Plus on your mobile device. Alternatively, download updates as they become available in the App Store or Google Play.

    2. If you still receive the error message, contact us. Be ready to answer the following queestions:

    • What is your online customer number?
    • Have you set your phone to a foreign language?
    • Does your password contain any special characters?
    • Have you been able to use Express Plus in the past?
    • How many Express Plus mobile apps are installed on your device?
    • Are you able to log on to your Centrelink online account with the same customer number and password?
    • When did you last log on to your Centrelink online account?
    • Are you using 3G/4G or a wireless network (wi-fi)?

Using Express Plus on more than one device

You cannot use Express Plus on more than one device using the same4-digit PIN to log in. If you use the app on a new device, you will need to set up 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.

Express Plus Lite

The Express Plus Lite mobile app is available for Apple iOS and Android devices. You can download the app on your mobile device to report your employment income on the go in Arabic, Chinese, Persian (Farsi) or Vietnamese.

To use the app, you will need to:

  • register for a Centrelink online account through myGov
  • download the app from the App Store or Google Play
  • enter your online customer number and password
  • answer the secret question and set up your 4-digit PIN

The key features of the app include the ability to:

  • report your employment income in Arabic, Chinese, Persian (Farsi) or Vietnamese
  • receive reporting reminders
  • record your daily earnings using the Timesheet Tool

Using the 'Capture and upload documents' function

You can use this function to submit documents such as pay slips, bank balances or other personal documents that you may need to supply to the department.

You cannot use this function to submit confirmation of identity documents. The original documents must be lodged in person at a service centre. These may include your birth certificate or Australian driver’s licence.

‘Out of memory error’ or ‘insufficient memory’ error messages

This sort of error message can happen if your mobile device memory becomes full and prevents you from using features of the Express Plus mobile app, such as capturing and uploading documents.

The cause is usually because other apps you have used have reserved some of the mobile device’s memory and have not released it when the app was closed. That reserved memory can only be freed up by restarting your mobile device. Restarting your mobile device almost always fixes the problem.

Payment Statements

You can use the ‘Payment Statement’ menu item to download your payment summary directly to your mobile device. Once downloaded to your device, you can save it to the Vault, share it with a third party or print it via a wireless network/printer.

Applying for an advance payment

Depending on your type of payment and circumstances, you may be able to apply for an advance payment.

Updating your bank account details

You can update your bank account details on Express Plus. This is the bank account where you wish your payments to be delivered.

Changing your circumstances

You can change your address, accommodation details, email address or phone number with Express Plus. This is done in the ‘My Profile’ section.

Multiple people using Express Plus on a single device

Due to the security features of Express Plus, each app can only be used by one person per device.

Express Plus security

The Express Plus mobile apps are secure apps. To use Express Plus, you need to use your online customer number, password and answer one of your secret questions to set up your 4 digit PIN. Please do not give your PIN to anyone and do not write it down.

Express Plus access times

Express Plus mobile apps are available any time Centrelink online accounts are available.

Data required to download Express Plus

To view current download size, refer to the App Store or Google Play.

Lost your phone and you have a new one

Make sure 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 service centres.

Using Express Plus on your iPad or tablet device

Express Plus mobile apps have been designed for use on devices such as iPhone®,
iPod touch®, iPad® and Android devices.

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.

When downloading the apps, you need to search under ‘phone apps’.

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. Press ‘Yes’ to this question. You will be taken to the title screen as though it were your first time using the app
  3. Press ‘Start now’ to take you to the ‘Terms and Conditions’ screen
  4. Read the Terms and Conditions and press ‘I agree’, which will take you to the ‘Login’ screen
  5. Provide your customer number and password and press ‘Next’, which will take 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 ‘Set up 4 digit PIN’ screen
  7. Enter a 4 digit PIN (this cannot be the same PIN as previously used). You will be asked to confirm your PIN by re-entering the same 4 digits. You will then be taken to the main menu. You are now ready to use the app

Help using Centrelink Express Plus mobile apps

If you need technical assistance with your Centrelink Express Plus mobile app, call 132 307, Monday to Friday between 7 am and 10 pm local time, and select option 2 for Centrelink online enquiries.

This number is not for payment enquiries. You can find the payment line for your circumstances or request assistance on the phone us page.

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.

Android is a trademark of Google Inc.

This information was printed from humanservices.gov.au It may not include all of the relevant information on this topic. Please consider any relevant site notices at humanservices.gov.au/siteinformation when using this material.