Sorry to hear that something isn't working as it should. 

When something goes wrong, you can always contact our support team via the chat bubble in the bottom right-hand corner of your screen, or email

When we hear from you, we'll work with you for as long as it takes to resolve the issue you're experiencing. Sometimes, when there are other parties involved, certain problems might take a little longer for us to fix.

We work hand in hand with third parties such as Medicare, HICAPS, icare, patient management software vendors, etc, to ensure you have a secure and enjoyable experience with Medipass. While we will always work hard to resolve issues as soon as possible, sometimes we need to wait for external issues to be resolved. For example, if private health insurance payments aren't working or you're receiving an error, it's possible that HICAPS or NAB are having difficulties. 

Rest assured that if they are, we will know about it and we will be working with them to fix things for you.

We are grateful for your patience and we are always happy to hear your feedback so that we can deal with things in the most effective way for you. 

Some common errors: 

  • API-454 Invalid data: If you're integrated with Cliniko, make sure your billable items match the HICAPS item codes. Click here for more info.

  • Error 12 - For more information about an error 12, click here.

If you require further assistance, you can contact the Medipass support team by clicking the chat bubble located on the bottom right of your browser or by emailing

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