How to troubleshoot common errors in MyService

When using MyService, you may experience errors that you can resolve yourself.

The following instructions can support you if you are:

• experiencing errors when submitting claims
• having trouble accessing MyService

If you cannot resolve the issue yourself, contact us.

Part A: Errors when submitting claims

Step 1 – Check the information you have entered is valid

If the error you are experiencing is occurring while you are attempting to complete an action in MyService, check the information you have entered is valid:

Date fields

Ensure you use the date format dd/mm/yyyy

Phone number fields

Ensure you use the phone number format 00 0000 0000

• Do not include brackets for the area code.
• Do not include dashes or other characters.

Text fields

Ensure only valid characters are entered.

• If possible, type your text in a single paragraph without using the return key.
• Do not exceed the allowable limit of characters.
• If you copy and paste any information into a text field, check and remove any hidden characters which may have copied over. This includes carriage returns, paragraph markers or trailing spaces at the end of the text. Otherwise, type directly into the text box.
• Check for special characters like brackets, slashes, hashtags and @ symbols, as these may create errors in some fields. Generally, standard punctuation, like full stops and commas are fine.

If you continue to experience an issue and you are submitting a claim, you may like to type the information into a separate document and upload this as an attachment to your claim.

• In the text box, please reference the uploaded document using the title.
• Once you have submitted your claim, find it in your Claims list and select Add documents. Upload your document in the Other field.
• Please note that MyService can only accept PDF, JPEG and PNG file types, and a maximum file size of 50MB. Note: other file types can generally be converted to PDFs by exporting / saving / printing to PDF and then uploaded in the PDF format.

Part B: Trouble accessing MyService

Step 1 – Check for scheduled outages

If you are unable to access MyService, it may be because of a scheduled upgrade causing a temporary outage.

We try to schedule these outages overnight to avoid disruptions. Check for outages listed on:

• About MyService
• DVA's various social media channels.

Step 2 – Check your browser and device

If the error states you are unable to access MyService yet there is no scheduled outage, check your browser and device.

Clear your browsing history and cache

Issues can arise when browsing history and cache are full. Clear your history and cache based on instructions relevant to your default browser:

• Microsoft Edge - Microsoft Support
• Safari browser - Apple Support
• Firefox browser - Firefox Help
• Google Chrome - Google Account Help

Change browser

Use a different web browser.

Turn off VPN

If you use a Virtual Private Network (VPN), turn it off while accessing MyService.

Change device

If possible, sign in to MyService using a different device.

Part C: Contact us about the error or issue

If you have worked through these troubleshooting options and are still experiencing an error or issue in MyService, contact us.

You can:

• Call us on 1800 VETERAN (1800 838 372)
• Use the Help feature in MyService to send us a message or request a call
• Complete a contact form at General enquiries

Be sure to state the date, time, frequency and location of the error.