Troubleshooting Medicare Errors (AUS Only)

Meaning

Action

• The postcode contains 4 digits
• The state has been entered into the correct field

The Payee Provider specified is the same as the Servicing Provider

When the servicing provider is also the one receiving payment the payee provider fields need to be blank or Medicare will generate this error. To resolve this go to User menu > Account Settings > Team >  Practitioners > Practitioner name > Insurers (on the left). Edit the relevant Medicare insurer and remove the payee information. You can then resubmit the claim. 

If the service type for the provider is set to "General Practitioner" the claim does not require a referral. If you are not a General Practitioner, change the service type to match the type of services provided. 
For Medicare Patient Claim and Bulk Bill claims, select either General Practitioner (Medicare / DVA Medical) or Specialist & Allied Health (Medicare / DVA Medical). Psychologists and clinical psychologists should use Specialist & Allied Health (Medicare / DVA Medical) for these Medicare claim types.
If you navigate to User menu > Account Settings **> Team > Practitioners > Practitioner name > Insurers:**Edit the Medicare insurance you will see the option to select the Service Type i

This error occurs when the provider number on the claim is not correctly registered for online claiming.

How to resolve:

1. Ensure the HW027 Form has been submitted. If required, confirm with Medicare that the HW027 form (Application to Add or Amend Provider Bank Account Details for Online Claiming) has been completed and processed.

2. If the Location ID is correctly linked, check that the Provider Name and Provider Number entered in your Zanda account match exactly with Medicare records.

3. Still experiencing issues after these checks, you may need to contact the Medicare eBusiness Service Centre on 1800 700 199 for further assistance. 

4. Contact our Support Team so we can check if your provider Location ID is linked correctly in Zanda

    

The transmission has been rejected. Contact the Medicare Australia eBusiness Service Centre for further assistance. (Code '9007')'

Contact Zanda support at support@zandahealth.com and provide your Zanda Location ID (you can copy in in your account > Tools > Medicare top-left part of the page)

This error simply indicates that some of the information provided is either incorrectly formatted or is missing. This is most commonly generated when the referring provider number is missing. To check this, simply scroll down and look over the data submitted and ensure that all required fields are filled and accurate

9202

There are few reasons why this error can occur:

• The patient has a PO Box as the address set up in the file
• The account holder of the patient has a PO Box attached to their file.  A physical address is required, as a PO Box is not accepted by Medicare. This will need to be changed to a physical address
• If there is no date of birth entered or an invalid date of birth
• Service Type is selected incorrectly - see above for the instructions on how to fix this.
• For a patient claim involving a minor, check the Claimant section on the claim before resubmitting. Medicare may require the parent or guardian to be selected as the claimant, with the claimant's full name, date of birth, address, Medicare card number, and reference number entered correctly. For the full workflow, see Submitting Claims for Minors (AUS Only).

• This code/error refers to an (I) 'Indefinite' referral period entered under the Profile → Referrals which is not accepted for this particular claimant and/or claim. The Referral period should be set to (S) Standard (12 months from a GP and 3 months from a Specialist) or if Referral period set to Non standard, the period should be specified in the Service Text.

This claim cannot be lodged through Medicare Easyclaim. Please submit the claim via an alternative Medicare claiming channel. 

OR

This claim cannot be lodged through this channel. Please issue claimant with an account/receipt to claim via an alternative Medicare claiming channel.

Medicare is telling you that this claim cannot continue through the Easyclaim channel. First, check the claim details that commonly cause this response:

• There is no referral listed or connected to the invoice being claimed when a referral is required for the item code being claimed.
• The client's details do not match Medicare's database (i.e. client's full name, Medicare card number, or IRN). Please try validating the client's Medicare data in their profile and check if this returns a message that the data validates, or if there is a discrepancy with the data Medicare has. If so, please confirm the correct details with the client.
• The client has met the maximum number of sessions possible under their referral (for example, all of the sessions within the mental health care plan). 
• Patient claims have to be submitted within 6 months of the date of service for EasyClaim. The Invoice being claimed has a date of service outside of this timeframe.

Steps to resolve are:

If the claim details are correct and the error still appears, use one of these options 

1. Option 1: Issue the claimant with a Medicare-compliant account or receipt so they can claim through an alternative Medicare claiming channel.
2. Option 2: Create a new Medicare Online claim in Zanda if the date of service is less than 2 years ago and the claim is eligible to be submitted directly to Medicare.

These two time limits are separate and apply to different claiming paths: the 6-month limit above applies only to lodging a claim through Easyclaim, while the 2-year limit is Medicare's general date-of-service limit for a direct Medicare Online claim.

If you are unsure which alternative claiming method applies, contact the Medicare eBusiness Service Centre for guidance.

9603

When this error is appearing but the address appears to be correct (and the client has confirmed that the address matches what Medicare have on record) you may simply need to check that the spelling and format are correct. The easiest way to do this is to put the address into Google Maps and copy what they provide.

Troubleshooting options:

1. Check Item code under MBS and ensure it matches format as well as correct code number. 

2. Confirm with Medicare item number is correct for specific Service Item claimed. 

3. Confirm with Medicare the Practitioner is able to claim the code or if Patient has to claim directly with Medicare

This relates to Claimants address. Troubleshooting options:

1. Check the client address spelling, numbers and postcodes. You can use the Google Maps search to confirm that the client address is spelled and configured correctly.

2. Check the address provided in the intake form and/or contact the claimant to confirm it is correct and matches Medicare records.

This may mean that the referral details are incorrect, the referral has exceeded the number of appointments, or the referral date has expired. Because the Claim was immediately rejected, Medicare may have no record of this Claim. At that point, system checks may have found that the referral has exceeded the number of appointments which is why it stopped it from being submitted. It will require checking if the Provider Number of the Referring GP is correct, and/or checking with either the Referring GP or Medicare whether they've exceeded their number of appointments.

This type of error code comes up if there was more than one service performed for the client on the same day with the same item number and the same practitioner. You need to include additional information with the claim when you submit it to Medicare.
On the claim page, click on Show More on the Service Items section, and select Duplicate Override - Yes

• Steps: a new Medicare card has been issued, please contact the patient/claimant to confirm their new Medicare card number, update the client's Medicare details on their Profile and click "Validate Medicare Data" and then resubmit the claim. Or please ask the Patient/Claimant to contact Medicare if they believe this to be an error.

9635

• Troubleshooting: Error 9635 is about provider registration. The most likely reason for this error is that the provider is not properly registered with Medicare to submit the claim for the specific service on the specified date. Ensure the service date is correct for all items being claimed. Make sure the provider has completed the necessary HW027 Form. If the issue persists, contact Medicare for assistance.

9641

(or 9601)

This is a non-critical warning and as such can usually be ignored. To submit the claim and force it through simply click the green Resubmit Claim button or create a new claim and tick Accept Non Fatal Warnings toward the bottom right of the page prior to clicking Send. Pendable claims must be sent to Medicare within an hour of the original request. Once the claim has been submitted it will go through with a status of Pended.

This error means a prerequisite service has not been submitted by the referring provider or items numbers were claimed that conflict with MBS rules. The error is linked to the referral eligibility. Please double check and confirm the referral details that have been added to the claim are correct and that the item code is correct inline with the Client's Referral.

The client's Medicare card number and/or address must be updated to match Medicare's files before the claim will be accepted. 

From 1 October 2025, Medicare will return a new message code — 9783 — if a claimant does not have valid bank account details registered with Medicare.

• This message indicates that the claimant must update their bank details to receive any Medicare benefits, even if a claim has been assessed as payable. Services Australia has reported that over 962,000 customers are currently owed benefits but cannot be paid due to missing bank information.
• The 9783 message is considered a valid and expected response and will appear even if temporary bank details were provided at the time of claim.
• When this message appears, it's important to inform the claimant exactly as provided — “The claimant will need to update their bank details registered with Medicare. This can be done through their Medicare online account, by calling Medicare, or visiting a Service Centre.”
• Practices are encouraged to proactively remind patients to register their bank details with Medicare to avoid benefit delays.

• Claimant's Medicare card details are blank