FREQUENTLY ASKED QUESTIONS

When you first launch Healthi on your device, you will need to create a secret 4-8 digit PIN. You will then need to give Healthi consent to access your health records. To do this, you must enter your myGov username and password when prompted. After setting a PIN, you will only need to enter your PIN number to log in, rather than needing to enter your myGov username and password every time.

The PIN protects the app from someone picking up your phone and getting access to your health records, so be sure to use a unique code that is different to the ones you use to unlock your phone or on your bank cards. There is more technical information about this in our security and privacy policies.

If you forget your Healthi PIN, or you suspect that someone else knows your PIN, you can reset your PIN at any time. To do so, either select ‘Forgot PIN’ on the login screen or ‘Reset all content and settings’ in the Settings menu. After doing that you will need to repeat the process of giving Healthi access to your health records.

 
 
 

Login failures are generally due to issues with external services. Typically, the problem will go away automatically. If the problem persists, try the following:

  • Check your phone’s internet connection. Healthi requires an internet connection to retrieve data from the My Health Record System.
  • Check that you have the latest version of the Healthi app.
  • Ensure that you can login to your My Health Record using the My Health Record web portal. If you are unable to do so, it is likely an issue with the My Health Record system. Consider calling their help line: 1800 723 471.
 

If you want more information about My Health Record visit the My Health Record website or call the Help line on 1800 723 471.

Your My Health Record may not contain any information or documents as it is still a new service. At your next appointment with your usual healthcare provider, consider asking the doctor to upload a Shared Health Summary into your record.

By default, Healthi only shows you documents within a year of the current date. To view documents outside of the initial date range, use the date pickers on the grouped documents screen.

 

If Healthi shows “3 of 6” next to the medication name, this means there are 3 known dispenses of 6 total permitted supplies (1 original and 5 repeats). There could be other dispenses that happened without a record being uploaded. To accurately report the number of repeats remaining, all prescription and dispense records must be uploaded to the My Health Record. If there is a question mark shown, like “1 of ?”, this means the prescription record is not available, and the total number of repeats is unknown.

 

MY HEALTH RECORD ISSUES

You can register for a new My Health Record or get access to an existing My Health Record on the My Health Record web site. If your healthcare provider has assisted you to register and given you an Identification Verification Code (IVC), you can enter your code when requested. If someone you know has given you a Personal Access Code (PAC) to enable you to access their My Health Record, you can enter the code when requested.

Healthi can access:

  • Your own record,
  • Your children or dependants’ records, as their Authorised Representative, and
  • Records belonging to other people who have nominated you as their Nominated Representative.
 

If you can’t see your family members in the record selection screen, they may not have their own individual My Health Record, or you may not be recorded as their authorised or nominated representative.

When a My Health Record is created for a child, one or both parents are usually set up as the Authorised Representative. If you are not set up as an Authorised Representative but feel you should be, you can apply to the System Operator and show that you have parental responsibility or legal authority to act on behalf of the individual. You may show a birth certificate, a Medicare card with both names, an order from an Australian court or tribunal proving parenthood, an enduring power of attorney, enduring guardianship or guardianship order, or a complete a statutory declaration. Application can be made online, in writing, by calling 1800 723 471 or in person at a service centre that offers Medicare services.

Someone who wants you to have read-only access or full access to their record can generate a Personal Access Code (PAC) in the My Health Record system and you can enter this code in the My Health Record website.

Your child can choose whether to manage their own My Health Record. If they don’t choose to take control, you can continue to manage the record until they turn 18. Parents are not able to view the Medicare benefits, Pharmaceutical benefits or Immunisation Register details of children aged over 14.

You will automatically lose access to your child’s My Health Record when they turn 18. If they still want you to view information, they will need to take control and set you up as a Nominated Representative.

SECURITY AND PRIVACY

Yes, Healthi has security measures in place to protect your records. If you would like to know more about the security you can read the security policy here.

 

Choose a PIN that is easy to remember, but hard to guess (e.g. don’t use date of birth or address details). Memorise your PIN and do not write it down or tell anyone your PIN. Make sure no one watches you enter your PIN when you log into the mobile app.

Healthi securely retrieves and displays to you the private healthcare information from the My Health Records that you are authorised to access. We do not keep a copy of your information. If you would like to read more about the privacy policy you can do so here.

 

If you forget your PIN, don’t worry. Just tap on the ‘Forgot PIN’ button and set a new PIN code. If you keep entering the wrong PIN code, after 5 wrong attempts you will be locked out for 15 minutes then after a total of 10 wrong attempts you will be locked out for 24 hours. The next wrong attempt will remove your access token from the app, meaning you will need to re-authorise Healthi to access the My Health Record system by logging back in to your myGov account. Don’t worry, no information will be lost from your health records.

 

OTHER ISSUES

This may be due a change in the My Health Record service or you may be running an older version of the app. If you are running the latest version, connected to the internet, and still having problems, try authorising Healthi to access the My Health Record system again. At the bottom of the Select Record screen is a button that says, “To update your myGov login: Click here”. Updating your myGov login will allow Healthi to access the My Health Record system again. If the problem still persists, contact our support centre.

 
The following table lists the devices and operating systems that are known to work with Healthi. If you are having trouble running Healthi, we recommend updating your operating system to the latest version that is supported by the device.

Operating System Device
iOS 10
10.0 – 10.3.1

iPhone 5, 5C, 5S, 6, 6 Plus, 6S, 6S Plus, SE, 7 or 7 Plus

iPod Touch (6th generation)

iPad (4th generation), iPad Air or Air 2, iPad Mini 2, 3 or 4, iPad Pro

iOS 11
11.0 – 11.4.1

iPhone 5S, 6, 6 Plus, 6S, 6S Plus, SE, 7, 7 Plus, 8, 8 Plus, X

iPod Touch (6th generation)

iPad (5th, 6th generation), Air, Air 2, Mini 2, Mini 3, Mini 4, Pro 9.7″, Pro 10.5″, Pro 12.9″ (1st, 2nd generation)

iOS 12
12.0 – 12.4.1

iPhone 5S, 6, 6 Plus, 6S, 6S Plus, SE, 7, 7 Plus, 8, 8 Plus, X, XS, XS Max

iPod Touch (6th or 7th generation)

iPad (5th or 6th generation), iPad Air or Air 2, iPad Mini 2, 3, 4, iPad Mini (2019), iPad Pro 9.7″, 10.5″, 11″, 12.9″ (1st, 2nd and 3rd generations)

Android KitKat
4.4 – 4.4.4
Not recommended – please upgrade your device
Android Lollipop
5.0 – 5.1.1

HTC One (M7)

Samsung Galaxy S4

Android Marshmallow
6.0 – 6.0.1

HTC One (M8)

Samsung Galaxy S5, S6, S6 Edge, Note 4, Note 5

ZTE Blade V7

Android Nougat
7.0 – 7.1.1

Google Pixel, Pixel XL

HTC One M9, HTC 10

Huawei Google Nexus 6P

LG Google Nexus 5X

Samsung Galaxy S7, S7 Edge

Sony Xperia Z5

Android Oreo
8.0 – 8.1.0

Google Pixel, Pixel 2, Pixel XL, Pixel 2 XL

HTC 10, HTC U10

Huawei P10

LG Google Nexus G5, G6

Samsung Galaxy S8, S8+, Note 8

Sony Xperia Z5, X, XZ

Android Pie
9.0

Google Pixel, Pixel 2, Pixel XL, Pixel 2 XL, Pixel 3, Pixel 3 XL, Pixel 3a

HTC U11, U11 Life

Huawei Mate 10

LG G8

Samsung Galaxy S8, S8+, S9, S9+, S10, S10+, S10e

Sony Xperia XA2, XZ1, XZ2

OnePlus 5, 5T, 6, 6T, 7, 7 Pro

QUESTIONS STILL NOT ANSWERED?

Try our Support Centre.