Express Plus Medicare mobile app troubleshooting guide

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

The Express Plus Medicare mobile app can be downloaded for free from the App Store or Google Play. To view the current download size, please refer to the App Store or Google Play.

Your device

The Express Plus Medicare mobile app is available for:

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

Express Plus mobile apps are not available for Windows phone devices or other devices.

Device permissions

Permissions for the Express Plus Medicare mobile app are 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.

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 to capture and upload (submit) a receipt.

Multiple devices

You cannot use the Express Plus Medicare mobile app on more than one device. You must nominate one device to use the app as it requires a device specific 4 digit PIN to log on.

If you use the app on a new device, you will need to set up a new PIN. Once you do this, your original PIN will no longer work on any device.

If you wish to use one or more of the Express Plus mobile apps, including the Express Plus Medicare mobile app, you can download all of these onto a single device.

Multiple people on a single device

Due to the security features of the Express Plus Medicare mobile app, the app can only be used by one person per device. If a different person wishes to use the app on a shared device, they must log on with their myGov username and password and set up a new PIN.

iPad or tablet device

The Express Plus Medicare mobile app has been designed for use on devices such as iPhone, iPod touch, iPad and Android.

To view the app at the enlarged size for iPads or other tablet device, use the zoom function on your device to bring the app display to full screen.

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.

Log on

Create a Personal Identification Number (PIN)

To get started:

  1. create a myGov account on the myGov website
  2. link to Medicare
  3. download the app
  4. log on with your myGov username and password
  5. set up your 4 digit PIN
  6. accept the terms and conditions

myGov 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

Reset your PIN

The Express Plus Medicare mobile app is a secure app. To use the app, you need to use your myGov 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.

  1. Select reset PIN from the bottom left of the PIN prompt screen
  2. Select yes to the message Are you sure you want to reset your PIN?
  3. You will be taken to the title screen as though it is your first time using the app
  4. Select start now to take you to the terms and conditions
  5. Read the terms and conditions and select I agree
  6. Provide your myGov username and password in the log in screen and select Next
  7. Provide your answer to your corresponding secret question (as previously set up through your myGov registration)
  8. 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 Child Support mobile app, if you have one.

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.

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 the myGov website. This app will only work if you have linked your Medicare online account to your myGov account.

myGov has replaced the australia.gov.au website. If you had an australia.gov.au account, your account details 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 the myGov website.

Your myGov password:

  • is case sensitive
  • 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

Claim Medicare benefits

The Express Plus Medicare mobile app 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 electronic claiming straight into your bank account, use the Claim button in the Express Plus Medicare mobile app.

You will need the 1-5 digit item number listed on your doctor's account to make a claim.

Some claims can be completed online without providing a receipt. Go to Submit a Medicare claim online for more information about these item numbers.

If you are claiming an item that is not listed here, you will be prompted to take a photo of your receipt and submit it using the Express Plus Medicare mobile app.

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

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

Claim limits

Daily and monthly claiming limits apply to the 23 claim types listed above. You can claim a maximum of $75 per day or $150 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 submitted at a service centre, by post, or by calling 132 011.

Update bank account details

When you update your bank account details using the Express Plus Medicare mobile app, you are updating the account that your Medicare benefit will be paid into.

Change your circumstances

You can change your address, email and phone numbers with the Express Plus Medicare mobile app. This is done in the My Profile section.

Technical assistance

If you need technical assistance:

  • to set up access to the Express Plus Medicare mobile app – call the myGov helpdesk 132 307, Monday to Friday between 7 am and 7 pm local time, and select option 3 for Medicare online enquiries
  • for any other aspect of the Express Plus Medicare mobile app – call 132 011, 24 hours a day, 7 days a week

Dealing with crashing, freezing or timing out issues

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

Express Plus Medicare mobile app service availability times

The standard service availability times for the Express Plus Medicare mobile app are 24 hours a day, 7 days a week.

Read about customer service changes to see when the Express Plus Medicare mobile app may be unavailable due to scheduled or unscheduled maintenance.

Wi-Fi availability

Currently there are no wireless network (Wi-Fi) hot spots in our offices.

Your legal obligations in using services in the Express Plus Medicare mobile app

When you use the Express Plus Medicare mobile app to complete some services, you are accepting the legal obligation as stated below for your actions.

Claim history

I declare that:

  • I am the person to whom the Medicare claims history relates, or
  • I am the parent or legal guardian with parental responsibility for the child to whom this Medicare claims history relates, and
  • 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, and
  • 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 declare that:

  • I have read and agree with the privacy notice
  • 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

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Page last updated: 25 January 2016