Trouble signing-up, credit card field not appearing on sign-up form:-

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Trouble signing-up, "Secure Field has Expired" message pops up:-

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The app says I have already billed this patient:-

Go through your history and see if you can see another claim already sent. If not, please contact us via chat and we can have a look from our end. Based on your package, you might be able to check the backend (MBS) system to see if there are invoices billed for the same patient.

How to resubmit a partially paid claim:-

Are you on our serviced Pack? Then do not worry. Our Arrears Team will work on all your rejected claims and reach out to if any clarification is required.

DIY Pack clients:- Partially paid claim – If there are multiple items billed in an invoice and one is paid and other items are rejected, you can make necessary changes if any, and resubmit the rejected items by clicking the “resubmit unpaid items” button and choose the rejected items and click confirm. This will transmit the rejected items to the payers electronically.

If you are unsure of any part of the process we have a dedicated client support team that can be contacted as cs@synapsemedical.com.au | 1300 510 114.

I have all these claims in my app sitting in draft, why are they not sending?

If your claims are sitting in draft, it means the required information is missing for us to be able to submit your claims. If you cannot figure it out please send a us a chat via your settings in your app with the invoice number and we will look into this for you.

My bulk billing claims are not paying why is that?

First of all make sure you are not charging an out of pocket cost for them. Otherwise, watch the video on bulk billing in your app. This will give you an insight as to how it works.

I have hit “send to synapse” and I have been told my claim will not pay?

If your claim will not pay, we will always email you the reason why the invoice has been rejected. You can contact us if you need more details.

A health fund has said I wasn’t registered with them at the time of the claim. What do I do?

You can ask the fund to back date your registration to the date of your earliest claim. This is purely a fund decision and not one that Synapse can impact.

I have reached my picture conversions for the month what can I do?

You can either:
1. Enter the patient details yourself and wait until the new monthly cycle begins
2. Contact us to discuss your volumes and we will assist you choose the correct package to suit your requirements

What do I do if my package is not right for me?

If you know what package you would like then send us a chat and we will be happy to discuss your requirements and will organise to switch you to a package more suited to your requirements. All packages are available for review at www.synapsemedical.com.au

My app is having error issues and I just cannot do anything?

Check our Synapps MBS step by step how-to guide and if nothing helps then send us a chat and our customer service team will be happy to assist you.

What does part paid/reject mean?

This means that either your claims have been fully rejected or only some money has been paid. These claims require attention by you or us based on your package.

How do I know if my claim has been rejected or part paid?

Our invoices are status driven. All the invoices will have their status showing in the app. If the invoice is part paid, you will be able to see in the app or your MBS login what has paid. Based on your package, you can fix the claim and resubmit it or send to Synapse.

What if my claim says accepted but is still showing no money?

This means that the fund has sent us confirmation that the claim will be paid, and we are just waiting for the actual money to be paid. Just leave these claims as they will say paid soon and the status will change automatically to receipted.

How do I match my payments of claims to what is in my bank account?

You can access all your invoices billed and paid and you can see the payment details available in individual invoices by logging in to the MBS based on your packages. There are payments reports available in the MBS that will help you reconcile the payments receipted and your bank account.

My claim has come back with error 8005 what does this mean?

This is an eclipse rejection error meaning the Medicare card number is missing for this patient. You can update this details by logging in to the MBS and hit confirm eligibility and resubmit this claim.


My plan has 100 claims per month, but the app is telling me I only have 23 claims remaining this month when I've only submitted 27 so far?

Please note that your billing period (billing cycle) starts from your “sign-up date" ( e.g. - 18-12-2018 )

You are unable to add/submit more claims because you may also have created more claims on the app but not submitted yet. These are still counted as valid claims.
So, each time you try to create a new claim this message will occur.