Our Help Centre is extensive, but sometimes it's best to just cut to the chase and talk to a human being.


To talk to us, click the pink speech bubble in the bottom right-hand corner of your screen, and send us a message.


Will I get stuck talking to a robot?

No! If your message was sent during our operating hours, you'll get a response from one of us within a few minutes. If no one's online, you can close the chat and we'll send you an email with a reply as soon as we're back. Either way, you'll first see an automated response telling you what to expect.

When is live chat available?

Live chat is staffed Monday-Friday, 8am-6pm (AEST).

Can we talk on the phone? Why can't I find a phone number to call?

We can absolutely talk on the phone! Just let us know that you'd like to talk, and we'll call you as soon as someone's available.

We don't have a phone number because it's not the most efficient way to support you. Live chat means we can get back to you quickly, rather than slowly answering a phone queue one by one. It also means we're able to read your question, look up any important information, and often get back to you with a complete answer right away.

That said, live chat doesn't suit everyone, and sometimes it's better to just hash things out on the phone. So you can always let us know if that's your preference.

I don't even know what my question is. I just need HELP.

This is a completely normal way to feel!

Our team are well trained. We'll listen, get to know you, and talk to you about Medipass at a pace that suits you. Send us an SOS via the pink chat bubble and we'll be ready to help.


Meet the team

If you're chatting to one of us, you might like to know a little more about us!

Sophie

Hi! I'm passionate about exceptional customer support. It's a privilege to run the Medipass Customer Success team, as well as to talk to our wonderful customers every day!

Outside of work I love books, friends, the arts and listening to my favourite John Denver album on repeat.

Kassy

Hello! Before Medipass I worked in the aged care and disability field, so I love a good chat. Medipass has opened my eyes to the tech world.
I like to think I’m a detective behind a laptop 🕵️‍♀️ in reality I’m a regular, dog obsessed, craft lover.

Lawrence

Hey, I'm Lawrence. As well as Customer Success, I also look after data and reporting here at Medipass. I love solving problems and getting to know our customers! I also love food, video games, and the gym.

Jess

Hi all! I first found out about Medipass when I met Sophie at a book club (true story) and I was lucky enough to join the fantastic Medipass team a few months later. I absolutely love being able to support our awesome customers. I'm English and I love a good debate on what chocolate and tea tastes better: UK or Australia?

Simon

Hello all! I'm super eager to get your questions resolved! Other than work, I love a good horror movie and horror games. Cooking is also my forte, so if you need any recipes, feel free to ask!


From left to right: Kassy, Jess, Simon, Lawrence and Sophie.
Plus Daisy, who is really more of a mascot, as she is a baby.

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