Account management

Question 1

Step 1: Add your details as listed on your policy and create a password

Answer

Enter your given names and surname, date of birth and email addres. For privacy and security reasons each member on a policy needs to have their own unique email address to log in to My Medibank. Your email address will be used for login purposes and to send communications relating to your cover and account.
Your membership number, including numbers and letters. This can be found on your digital or physical membership card or your join confirmation letter.

If you are having difficulty finding your membership number, or the steps on this page aren't working, you can contact us.

Password requirements

10 character minimum
contains at least one uppercase letter
contains at least one lowercase letter
contains at least one number
contains at least one symbol.

Question 2

Step 2: Activate your account

Answer

An activation link will automatically be sent to your specified email address from noreply@medibank.com.au. Please allow a few minutes for it to arrive and don't forget to check your spam/junk folders. Click the activation link in the email to complete registration. Once you've done this, you'll be able to log in.

The link is only valid for 7 days, it will stop working after this time.

If the activation link has expired or you can't find it, you'll need to restart the registration process.

Question 3

Step 3: Multi-factor authentication

Answer

My Medibank uses SMS multi-factor authentication. Multi-factor authentication is an extra layer of security for your My Medibank login. Along with your password, we'll use your mobile number (as listed on your policy) to verify your login. This helps prevent unauthorised persons logging on to My Medibank.

Question 4

App log in methods

Answer

When you register using the app, depending on your device, you will be able to set up logging in with a PIN, password, fingerprint/touch ID or facial recognition/ID. This will dictate how you login each time you use the app.

Question 5

What to do if you've forgotten your password

Answer

Complete the forgot password process in My Medibank online, using the email address you used to register for My Medibank, and we'll send you a link to reset your password. This link is valid for 7 days.

Your password for My Medibank must:

be a minimum of 10 characters
have at least one lowercase letter
have at least one uppercase letter
have at least one number
have at least one symbol.

Question 6

What to do if you've forgotten your email address

Answer

To recover your email address complete the forgot email address process in My Medibank online with your details, including your membership number (you can find this on your digital/physical membership card or on your join confirmation letter).

Question 7

How to change the email address and password used for your account

Answer

How to change your login details on the app

Log in to My Medibank
Go to the Me screen > Manage your account > Account details > Login details.
If required, verify your identity
To change your email address, tap on your current email address on the screen. Enter your new email address and press the red Save button. You will receive a confirmation email at your new address. Follow the instructions in the email to activate.
To change your password, tap on your current password on the screen (this displays as a line of dots). You'll be prompted to enter the old password, then new password, then the new password again to confirm it. Press the red Save button.

How to change your login details on My Medibank online

Log in to My Medibank
On the top menu, click on Me. This will take you to your account management page.
On the left menu, click on Login & contact details.
If required, verify your identity
To change your email address, click the Edit button under your current email address. Enter your new email address and click on the red Save button. You will receive a confirmation email at your new address. Follow the instructions in the email to activate.
To change your password, click on the Change password button under your current password on the screen (this displays as a line of dots). Enter the old password, then the new password, then the new password again to confirm. Click on the Save button.

Question 8

What to do if an AutoFilled password is incorrect

Answer

Have you recently updated your password? It's possible that when you updated your password it didn't save to your AutoFill extension or password manager. It's also possible that your device is remembering your previous password and is blocking access to the updated password details.

Here's what you can try:

Log in manually. When the pop-up asks if you'd like to save your new login details, confirm.
Clear your browser cache, then log in manually.

Alternatively, set-up My Medibank Device Authentication

For a quicker login experience, you can activate device authentication in the My Medibank app. To set-up simply tap on Me, Settings and Device Authentication, if Passcode enabled.

Question 9

I'm an overseas student (OSHC member). How do I log in to make a claim?

Answer

OSHC members have their own dedicated portal. If you have a Medibank Overseas Student Health Cover (OSHC), log in to the OSHC portal to make claims and manage your OSHC membership. If you have Medibank extras cover, log in to My Medibank to make extras claims.

Question 10

I want to log in to my pet insurance account

Answer

For all queries related to pet insurance policies, log in to our dedicated 24/7 Pet Portal.

Question 11

What is multi-factor authentication?

Answer

My Medibank uses multi-factor authentication to help keep your account secure. This adds an extra layer of protection to your My Medibank login. Along with your email and password, we'll send a one-time verification code by SMS to your registered Australian mobile number (as listed on your policy) to verify your login. This helps prevent unauthorised access to your account.

Question 12

How do I set up biometric authentication for the app?

Answer

When you register using the app, depending on your device you will be able to set up login with PIN, password, fingerprint/touch ID or face recognition/ID. This will dictate how you login each time you use the app.

For a more secure and faster login you can also set-up biometric authentication in the app. To set-up go to Me > tap on Settings > and then select Device Authentication if Passcode enabled.

Set up now in app

Question 13

Staying safe online

Answer

Creating a strong password and frequently changing it is a good practice to help prevent scammers from accessing your accounts and to stay safe online.

For more information please visit our guide on how to stay safe online.

Question 14

I have lost my Medibank card

Answer

Lost your card? With the My Medibank app you can access a digital card and make fast, contactless claims with a tap of your phone, without the need of a physical card.

However, if you would like a physical card, you can order a new one from your My Medibank account.

To order a new card, follow these steps:

Online:

Log in to My Medibank and select the Me icon in the top right of the screen.
Click on Manage your account, scroll down to the Membership card tile and click the Order a new card link
In the pop-up, confirm your reason for reordering and click the Order card button

App:

Open the My Medibank App.
Tap on Card on the home screen.
Scroll down to tap on the Order a physical card button and follow the prompts.

Contact us

Account management

Registering for My Medibank

Step 1: Add your details as listed on your policy and create a password

Step 2: Activate your account

Step 3: Multi-factor authentication

App log in methods

Troubleshooting

I have received an error message saying “You already have an account with us”

Why can't we share one email address for all members listed on the policy?

Logging in to My Medibank

What to do if you've forgotten your password

What to do if you've forgotten your email address

How to change the email address and password used for your account

What to do if an AutoFilled password is incorrect

Other insurance policies

I'm an overseas student (OSHC member). How do I log in to make a claim?

I want to log in to my pet insurance account

How to change your contact details

How to update your communication preferences

Security when using My Medibank

What is multi-factor authentication?

How do I set up biometric authentication for the app?

Staying safe online

FAQs

I have lost my Medibank card

How do I access my Medibank digital card?

I have forgotten my password

How do I log out of My Medibank?

How do I close an account of someone who has passed away?

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