Troubleshooting Medicare Online Services
Help is available for resolving issues with accessing Medicare Online Services when logging on or due to session time out.
Problems logging on
On the Access Online Services page, if you have a problem entering your Individual Reference Number into the appropriate field, this is caused by the page loading with an error. This can be fixed by exiting and reloading the page.
On the authentication page, when you enter your address details, enter only the suburb (or town) and postcode of your currently recorded Medicare mailing address. Do not enter your whole address or state information.
Session time out
If you have been inactive on a page for more than 10 minutes, a 'session timeout' will occur. You will have to log back into Medicare Online Services if you wish to continue your transactions.
This is a security measure and will protect your information from unauthorised access eg. if you are using a computer in a public place like a library and have forgotten to log off.
If you are experiencing a 'session timeout', but have been active within the 10 minute time frame or have been unable to log on, you should check the date and time on your computer. The time and date should match the time zone you are in. This is a separate setting to the time displayed.
If this does not resolve the session time out problem, then you need to add the domain www.medicareaustralia.gov.au which hosts the Medicare Online Services to your list of allowed sites in your internet browser's privacy settings.
myGov access issues
For issues trying to sign in to myGov visit the myGov help page.