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Help topics

Need help with your user account or My Health Record integration in the healthdirect app? See the frequently asked questions (FAQs) below.


Why create an account with us?

A healthdirect user account provides the best app experience. You can use the app to:

  • find the right health service for your needs
  • make a reading list of health articles from the healthdirect library
  • save medicines information
  • connect your My Health Record to view your COVID-19 digital certificate, immunisation history, pathology reports and Medicare records

What can I do if I don’t receive the email verification code?

It can take up to 10 minutes for a code to arrive. We suggest you first check your Spam, Junk and Trash folders for the email. If you still have not received it, then trigger a new code by clicking 'Get a new code' on the screen.

What can I do if I didn’t complete email verification?

If you have not completed your email verification, sign in with your email and password and this will trigger sending you a new email verification code.

I’m getting an error message when trying to set up Face ID or fingerprint

Check to see if Face ID or fingerprint is already enabled from your device settings.

How does Healthdirect manage my personal information?

Healthdirect Australia takes its privacy obligations seriously. Please review our Privacy Policy for further information on how we manage and protect your personal information.



I forgot my password

If you have forgotten your password, then on the sign-in page click on 'I forgot my password' and follow the onscreen prompts.

My phone was stolen. How can I access my healthdirect account?

You can access your account by using the healthdirect website, or by installing the healthdirect app on your new phone. For security reasons, we suggest you reset your password as soon as possible. You can do this by clicking on 'I forgot my password' on the sign-in page, then follow the onscreen prompts. Alternatively, log in and go to 'Profile', then 'Settings' and select 'Change password'.

Can I log in to the app using an account created on the healthdirect website?

Yes, if you created an account via the healthdirect website you can still access that via the app. Log in using your email and password. Once you have signed in, you can enable other simple sign-in options, like Face ID or fingerprint, to make accessing your account on the app easier.

I want to change my password

You can reset your password by going to 'Profile', then 'Settings' and select 'Change password'.


Account management

How can I change the email address linked to my healthdirect account?

The email address on your healthdirect account cannot be changed. If you want to use a new email address, you can set up a new account with a new email address. If you have already linked your myGov account, you will need to relink that to your new healthdirect account. You can then delete your old account. To learn how to do this, scroll down to the FAQ ‘Can I delete my healthdirect account?’.

What if I skipped the sign-in options selection (Face ID/fingerprint) during registration and I want to set it up now?

If you want to set up alternative sign-in options, go to 'Profile' and then 'Settings' and 'Sign-in options'. You will then be able to set up a Fingerprint or Face ID sign-in.

If I uninstall the app, can I still use my account?

If you uninstall the healthdirect app, your account will still remain active. You can log in from the healthdirect website, or re-install the app on your phone. However, uninstalling the app will de-link your myGov account (if you previously linked it to your healthdirect account), and you will need to relink it after reinstalling the healthdirect app.

Can I delete my healthdirect account?

Yes, you can delete your healthdirect account. Go to 'Profile', then 'Settings' and select 'Delete account' and follow the prompts.

Deleting your account will remove personally identifiable information and any associated information that you have saved to your healthdirect account.

Deleting your account will not remove all records of your interaction with healthdirect — only those that have been saved to your healthdirect account. If you have connected your My Health Record account, it will be unlinked but not deleted.

healthdirect retains de-identified usage history of healthdirect services and My Health Record to improve its products.

You can’t recover your account once it is deleted but you can create a new one.


My Health Record

I can’t access my myGov account when trying to view My Health Record

You will need to contact myGov for support when troubleshooting myGov account issues via

I have given my consent from myGov to allow the app to view My Health Record, but still cannot access My Health Record in the app

You will need to contact myGov for support when troubleshooting myGov account issues via

How can I view my COVID-19 vaccination records?

Once you have linked your healthdirect account with your My Health Record, you can find your COVID-19 digital certificate and immunisations by clicking on the My Health Record icon on the home screen. Your latest COVID-19 records will show at the top. Click on the green box to view a PDF copy of your digital certificate.

Can I view COVID-19 digital certificates for my family?

You can view the My Health Record of someone else if you are their authorised or nominated representative. You can use the app to switch between linked accounts by clicking on the down arrow beside your name at the top of the screen.

For information on how to link My Health Record accounts, go to

Information in My Health Record appears to be incorrect or missing

healthdirect provides a read-only view of your My Health Record and does not manage the content within in it. Currently, you can use the healthdirect app to view your COVID-19 digital certificate, immunisation history, pathology reports and Medicare records. To access other documents in your My Health Record, go to

If you think that information within your My Health Record is incorrect or missing, contact My Health Record on 1800 723 471. This service is open 24 hours a day, 7 days a week.

You can delink your My Health Record from the app by going to 'Profile' and selecting 'Disconnect'. This means you will not have access to your My Health Record via the app.

Alternatively, you can remove the healthdirect app from your list of authorised apps by logging into your My Health Record via

Delinking your My Health Record from the healthdirect app will not delete your My Health Record.



How can I give feedback?

You can give feedback by clicking 'About this app' on the home screen or via the ‘Profile’ icon. Then click 'Send feedback'.


Last reviewed: December 2023

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