How to get help

Getting help with your Medicare online account

If you need help using your account

You can either:

• read our Medicare online account help guides
• call the Medicare program.

If you forget your myGov username or password

You can either:

• complete the forgot your username form on the myGov website
• complete the forgot your password form on the myGov website
• call the Online services support hotline.

If you need help in other languages

If you don’t speak English and need help, find out how to get extra help when calling us.

If you need more help, you can also go to a service centre.

Managing your privacy

We keep your personal details safe and we value your online security.

When you sign in to your Medicare online account, you’ll see the date of:

• your last access
• your last update to your bank account details
• your last update to your address.

We’ll sign you out of your account after 15 minutes if you’re not using it. This is so we can protect your information if you’re on a shared device.

If you have any privacy issues or concerns about your Medicare online account, you can either:

• call the Medicare program
• cancel your Medicare online account.

To find out more, read about your right to privacy. You can also find out about recent scams and your online security.

If you’re experiencing family and domestic violence and think your privacy’s at risk, we can help. You may be experiencing technology facilitated abuse, which is when someone monitors what you do online. Find out how we can help you with family and domestic violence concerns.

Cancelling your account

You can cancel your Medicare online account by following these steps.

1. Sign in to myGov and access your Medicare online account.
2. Select Support from the main menu.
3. Select Cancel Medicare online account.
4. Select your reason for cancelling your account.
5. Select either Cancel Medicare online account or Cancel and prevent my Medicare online account.

If you select Cancel Medicare online account, you can reactivate at any time. You just need to re-link to Medicare from your myGov account.

If you select Cancel and prevent my Medicare online account, you’re stopping anyone accessing your account. To reactivate it, you need to either:

• call the Medicare program
• visit a service centre.