Express Plus Child Support mobile app troubleshooting guide

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

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

Compatible mobile devices

The Express Plus Child Support mobile app is available for:

  • iPhone, iPod touch (4th generation and above), iPad (2 and above) - with a minimum operating system of iOS7 and 3G or wireless networks
  • Android devices - with a minimum operating system of 4.0

Dealing with crashing, freezing or timing out issues

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

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

To get started:

  1. create a myGov account at the myGov website and link to Child Support
  2. download the app
  3. log on with your myGov username and password
  4. set up your 4-digit PIN
  5. accept the Terms and Conditions

If you already have the Express Plus Medicare mobile app, you can simply log on using the same PIN. If you choose to reset your PIN, your new PIN will also apply to Express Plus Medicare.

my.gov.au help

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 Child Support 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 7 characters long
  • has at least 1 number
  • may also have any of the following characters: !,@,#,$,%,^,&,*

Your myGov password does not contain:

  • spaces
  • any special characters not listed above (such as ?,(,+,{,\)
  • sets of identical or sequential characters (such as AAAA or 1234)

Device permissions

Permissions for Express Plus Child Support is required to allow the app 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.

Phone calls

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

Camera

Required to allow you to capture an image and save it to your vault.

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 app.

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

Using Express Plus Child Support on more than one device

You cannot use Express Plus Child Support 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 username and password. You should be aware that changing your PIN in Express Plus Child Support will also change your PIN in Express Plus Medicare.

What you can do using Express Plus Child Support

When you use Express Plus Child Support to provide us with information, it will automatically update our records or alert us to follow it up.

With Express Plus Child Support you can:

  • check when your payments are due and how much you should pay (Child Support Collect payers)
  • check when payments are due or have been made, including how much you will get (Child Support Collect payees)
  • make Child Support payments (Child Support collect cases only)
  • check the total Child Support amount outstanding
  • check your latest account information
  • view your payment history
  • view and update your personal details
  • view your online letters
  • tell us about changes in care arrangements for your children
  • tell us about changes to your income estimate

Express Plus Child Support also comes with other exciting features, such as:

  • a personal diary to create and view events (diary information will not be provided to Child Support)
  • a vault to store your important documents
  • the ability to view and update your bank details

Reset your PIN

  1. Touch ‘Reset PIN’ from the bottom left of the PIN prompt screen. You will receive a message that says ‘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’ button to take you to the ‘Terms and Conditions’ screen
  4. Read the Terms and Conditions, press ‘I agree’, which will take you to the 'Login' screen
  5. Provide your myGov username 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 myGov 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. Your new PIN will also apply to your Express Plus Medicare mobile app.

Security of Express Plus Child Support

Express Plus Child Support is a secure app. To use the app, you need to use your my.gov.au username and 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 Child Support

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

Data required to download Express Plus Child Support

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

Lost your phone or 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.

Using Express Plus Child Support on your iPad

Express Plus Child Support has been designed for use on devices such as iPhone, iPod touch and Android.

To view the app at the enlarged size for iPads, use the 'Zoom' function on your mobile device to bring the app display to the full screen.

Technical assistance

If you need technical assistance, phone Child Support online accounts on 131 272, Monday to Friday between 8:30 am and 4:45 pm.

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.

Google Play is a trademark of Google Inc.

Page last updated: 21 July 2016