Troubleshooting guide

You can download the app for free from the App Store or Google Play. To view the current download size, please refer to the relevant app store for your device.

Devices

The app is available for:

• iOS devices with a minimum operating system of iOS 12
• Android devices with a minimum operating system of 5.

To download to an iPad, search for iPhone only in the App Store.

Device permissions

The app works more effectively with your device when you give permission to use and access your data. We don’t use this information for other purposes.

Multiple devices

You can’t use the app on more than one device. This is because the app needs a device-specific 4 digit PIN to sign in.

If you use the app on a new device, you’ll need to set up a new PIN. Once you do this, your original PIN won’t work on any device.

You can 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

We recommend only one person uses the app on a single device. This is due to the security features of the app.

If you share your device with another person, they must sign in to the app with their own myGov username and password and set up a new PIN. However, this means your PIN will no longer work.

iPad or tablet device

We designed the app for use on devices such as iPhone, iPod touch, iPad and Android phones and tablets.

To download to an iPad, search for iPhone only in the App Store.

You can view the app at the enlarged size for iPads or other tablet devices. Use the zoom function on your device to bring the app display to full screen.

Lost or new device

Make sure you don’t save your PIN on the device you’re using. This will make sure no one else can access your account.

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

Sign in for the first time

1. Create a myGov account on the myGov website and link to Medicare.
2. Download the app.
3. Sign in with your myGov username and password.
4. Answer your secret question to set up your 4 digit PIN.
5. Accept the Terms and Conditions.

PIN help

Reset your PIN

The Express Plus Medicare mobile app is a secure app. To use the app, you will be asked for your myGov username and password. You also need to answer one of your secret questions to set up your PIN.

You’ll use your app PIN every time you open your app.

Your new PIN will also apply to your Express Plus Child Support mobile app, if you have one.

Please don’t give your PIN to anyone and don’t write it down.

To reset your PIN:

1. Select reset PIN from the PIN prompt screen.
2. Select yes to the message Are you sure you want to reset your PIN? You’ll see the title screen as though it’s your first time using the app.
3. Select start now to go to the Terms and Conditions.
4. Select I agree, after you have read and agreed to the Terms and Conditions.
5. Enter your myGov username and password and select Next.
6. Enter answers to your secret questions.
7. Enter a 4 digit PIN. This can’t be the same PIN you used before.
8. Repeat the same 4 digit PIN, which will take you to the main menu.

Sign out of your app

To sign out of your app, select the menu in the top left corner then select Logoff. It will display the message You have successfully logged out. It’s only at this point that you have signed out of the app.

You’ll be automatically logged out if you are inactive for 15 minutes.

myGov account

For your security, you must enter your myGov username and password. If you don’t have a myGov account, go to myGov to create one. You can then link your Medicare online account to myGov.

The app will only work if you’ve linked your Medicare online account to your myGov account. Read the help information on the myGov website if you need help linking your account.

Forgotten username

If you forget your myGov username, go to myGov and select Forgot username on the myGov sign in screen.

Forgotten password

If you forget your myGov password, go to myGov and select Forgot password on the myGov sign in screen.

Register your bank details

The easiest way to get your Medicare benefit is to register your bank details so we can make your payment direct to your account.

You can register and update your bank account details using the app. Select the My Profile section then select the Finance tab.

Update your personal details

You can change your address, email and phone numbers with the app. You can do this in the My Profile section.

Technical help

If you need help with:

• your myGov details to set up your app call the myGov helpdesk
• any other aspect of the app call Medicare general enquiries.

App crashing, freezing or timing out

If you experience crashing, freezing or timing out issues, you should:

• turn your device off then back on again
• check your signal or wireless connection.

If this doesn’t work, call Medicare general enquiries.

Service availability

You can use the app 24 hours a day, 7 days a week. Keep in mind there may be brief periods where the app isn’t available as we’re doing upgrades.

Read about customer service changes to see when the app may be unavailable due to maintenance.

Access to wifi

All our service centres have wireless network (wi-fi) hot spots you can access to use your app.

Trademarks

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.