Frequently Asked Questions
Get answers to common questions about TeleCheck, telehealth compliance, disaster exemptions, and Medicare billing requirements for practitioners and patients.
Getting Started — Sign Up & First Login
How to sign up, what emails you receive, and your first login
How do I sign up for TeleCheck Clinic-Wide access?
Visit the Pricing page and click 'Get Clinic-Wide Access'. You'll be taken to a secure Stripe checkout. After payment, you'll land on a success page with your next steps. You'll also receive a confirmation email at the address used during checkout. Click the link in that email to confirm your account and set your password, then log in to your dashboard.
What emails will I receive after signing up?
After subscribing you'll receive: (1) A Stripe payment receipt confirming your $299/month subscription, (2) An email confirmation link from TeleCheck to verify your email address, and (3) A welcome email with links to your dashboard and setup guides. Check your spam/junk folder if you don't see these within a few minutes.
I subscribed but can't log in — what should I do?
First, check your email for the confirmation link and click it to activate your account. If you didn't receive it, go to the login dialog and click 'Forgot password?' to request a password reset link. Enter the email address you used at checkout. This will send you a link to set your password. If you're still stuck, contact support@telecheck.com.au with your subscription receipt.
How do I log in after signing up?
Click the 'Login' button in the top-right corner of the website. Enter the email address you used to subscribe and the password you created via the email confirmation link. If your organisation uses SSO/SAML, click 'Sign in with SSO' instead and enter your organisation's SSO domain.
Access Method 1 — Web Portal
Browser-based access for up to 25 individual clinician logins
How does Web Portal access work?
The Web Portal gives your clinic up to 25 individual clinician logins. Each staff member gets their own email and password to access the TeleCheck dashboard through their web browser. No software installation is needed — it works on desktop, tablet, and mobile.
How do I invite team members to use the Web Portal?
Go to the Team page from your dashboard. Enter each team member's email address and assign them a role (practitioner or admin). They'll receive an email invitation with a link to accept and create their account. You can manage, remove, or re-invite members from the same Team page.
What can team members do vs the clinic owner?
Team members (practitioners) can check postcodes, view results, and export reports. The clinic owner (admin) can additionally invite/remove team members, manage API keys, view usage analytics, and manage the subscription billing.
What happens if a team member leaves the clinic?
Go to the Team page and remove the team member. Their access will be revoked immediately. They will no longer be able to log in to your clinic's TeleCheck account.
Access Method 2 — RESTful API Integration
Integrate TeleCheck into your practice management software
How do I get started with the API?
After subscribing, go to your dashboard and navigate to the API section. Generate an API key — this is your credential for making requests. Your API key is shown once when created, so save it securely. Use the key in the x-api-key header when calling POST /api/v1/check-postcode with a JSON body containing the postcode.
What does the API return?
The API returns a comprehensive JSON response including: eligibility status (eligible/not eligible), status colour (green/amber/red), location details (suburb, state, LGA), active disaster details with AGRN numbers, clinical documentation text suitable for Medicare claims, and disclaimers. See the API Documentation page for full response schema and code examples.
What are the API rate limits?
The standard rate limit is 100 requests per minute per API key. There is no monthly limit on total requests. If you need higher rate limits for high-volume integrations, contact us to discuss custom arrangements.
How do I rotate my API key if it's compromised?
Go to your dashboard's API section, revoke the existing key, and generate a new one. Update the new key in your integration immediately. The old key will stop working as soon as it's revoked. API keys are stored as SHA-256 hashes — we never store or display your full key after creation.
Access Method 3 — SSO / SAML 2.0
Enterprise single sign-on via your identity provider
How does SSO/SAML integration work?
SSO allows your staff to log in to TeleCheck using your organisation's existing identity provider (Okta, Azure AD, Google Workspace, or any SAML 2.0 compatible provider). Staff use their existing work credentials — no separate TeleCheck password needed. This is ideal for organisations with centralised IT management.
How do I set up SSO for my organisation?
Your IT team configures TeleCheck as a SAML 2.0 application in your identity provider using these Service Provider details: Single Sign-On URL (ACS): https://ccocqxivrmegfxdbyokl.supabase.co/auth/v1/sso/saml/acs | Audience URI (Entity ID): https://ccocqxivrmegfxdbyokl.supabase.co/auth/v1/sso/saml/metadata | Name ID Format: EmailAddress | Application Username: Email. For Okta: Go to Applications > Create App Integration > SAML 2.0 > enter the ACS URL and Entity ID above > set Name ID to EmailAddress and Application Username to Email > Finish > copy the Metadata URL from the Sign On tab. For Azure AD: Go to Enterprise Applications > New Application > Create your own > SAML > enter the Entity ID and Reply URL (ACS) above. For Google Workspace: Go to Admin Console > Apps > Web and mobile apps > Add custom SAML app > enter ACS URL and Entity ID above. After configuring your IdP, send us your IdP Metadata URL and your organisation's email domain at support@telecheck.com.au and we will complete the registration.
Can SSO users also use email/password login?
SSO users authenticate exclusively through their identity provider. They click 'Sign in with SSO' on the login page and enter their organisation's SSO domain. They do not need a separate TeleCheck password. Password management is handled through your identity provider's admin console.
Is there a limit on SSO users?
No. The Clinic-Wide subscription includes unlimited SSO logins. Every staff member in your organisation can access TeleCheck through your identity provider at no additional cost.
Access Method 4 — Embeddable Widget
Drop a ready-made eligibility checker into your own website or intranet
What is the Embeddable Widget?
The Embeddable Widget is a ready-made postcode eligibility checker that you can embed directly into your own website, intranet, or staff portal. It displays the full traffic light result, disaster details, clinical proforma, and DisasterAssist links — all within an iframe on your site.
How do I set up the Embeddable Widget?
Go to Settings → Embed tab in your TeleCheck dashboard. Click 'Generate Embed Token' to create a secure token. Choose your preferred theme (light or dark), then copy the provided HTML snippet. Paste it into your website — the widget handles everything else. You can choose between a loader.js snippet (recommended) or a direct iframe tag.
Is the Embeddable Widget secure?
Yes. The widget uses a separate embed token (not your API key) that is validated server-side on every check. The token is never exposed to end users — it's only used in the iframe URL. You can regenerate or revoke the token at any time from your Settings page. All checks are rate-limited (100 per minute) and logged in the audit trail.
Can I customise the widget's appearance?
The widget supports light and dark themes which you select when generating the embed snippet. The widget is designed to blend into most websites. It auto-resizes to fit its content so you don't need to worry about layout.
Does the widget work on password-protected sites?
Yes, the widget works on any website that can display an iframe — including password-protected intranets, staff portals, and private dashboards. The embed token authenticates the widget's API requests server-side.
Managing Your Team & Staff
Inviting staff, managing roles, and tracking usage
How do I add new staff members?
Navigate to the Team page from your dashboard. Click 'Invite Team Member', enter their email address, and select their role. They'll receive an email invitation with a link to create their account. You can invite up to 25 team members for Web Portal access. For unlimited staff access, use SSO/SAML or API integration.
How do I remove a staff member's access?
Go to the Team page, find the team member you want to remove, and click the remove/delete option. Their access is revoked immediately. If they were using SSO, also remove TeleCheck from their assignments in your identity provider.
Can I see which staff members are using TeleCheck?
Usage analytics are available on the Team page showing which team members have performed searches. Each search is logged with the user, postcode, and timestamp for compliance audit trails.
What roles can I assign to team members?
Currently two roles are available: Admin (can manage team members, API keys, and billing) and Practitioner (can perform eligibility checks, view results, and export reports). Additional role-based permissions are planned for future releases.
Password, Login & Account Management
Changing passwords, resetting access, and managing your account
How do I change my password?
Log in to TeleCheck, then go to Settings (click your account name in the top-right corner). Under the Security tab, enter your new password and confirm it. Click 'Update Password' to save. Your new password must be at least 8 characters long.
I forgot my password — how do I reset it?
Click 'Login' on the website, then click 'Forgot password?' at the bottom of the login form. Enter your email address and click 'Send Reset Link'. Check your email (including spam/junk folders) for the reset link. Click the link to create a new password. The reset link expires after 24 hours.
How do I manage my subscription and billing?
Go to Settings and click the Billing tab. Use the 'Manage Billing' button to open the Stripe customer portal where you can update your payment method, download invoices, and view your subscription details. You can also cancel your subscription from there.
How do I update my email address?
Currently, email address changes require contacting our support team at support@telecheck.com.au. We'll verify your identity and update your account email. Ensure you have access to both your old and new email addresses during this process.
Troubleshooting & Problem Solving
Common issues and how to resolve them
I can't log in — the page just redirects me to the home page.
This usually means your session has expired or your account hasn't been confirmed. Try: (1) Clear your browser cache and cookies for telecheck.clinic, (2) Click 'Forgot password?' to reset your password, (3) Check your email for an unclicked confirmation link. If you subscribed recently but never set a password, the reset password flow will let you create one.
My API key is not working — I get a 401 or 403 error.
Check that: (1) You're sending the key in the x-api-key header (not as a query parameter), (2) The key hasn't been revoked — check your API dashboard, (3) Your subscription is active — check your billing in Settings. If your key was compromised and you revoked it, generate a new one. Contact support if the issue persists.
A postcode is showing the wrong eligibility status.
TeleCheck's data is sourced from official government disaster declarations via DisasterAssist.gov.au. If you believe there's a discrepancy: (1) Click 'View on DisasterAssist' next to the disaster to verify the official status, (2) Note that disaster declarations may take 24–48 hours to propagate, (3) Contact us if you've confirmed a data discrepancy and we'll investigate.
Team invitation emails aren't arriving.
Check the following: (1) Ask the team member to check their spam/junk folder, (2) Verify you typed the correct email address on the Team page, (3) Some corporate email systems block automated emails — ask your IT team to whitelist support@telecheck.com.au. You can also resend the invitation from the Team page.
SSO login is not redirecting properly.
Ensure: (1) You've entered your organisation's email domain on the login page (e.g., abbyhealth.com.au) — this is your email domain, not your Okta URL, (2) Your IT team has completed the SAML configuration in your identity provider with the correct ACS URL (https://ccocqxivrmegfxdbyokl.supabase.co/auth/v1/sso/saml/acs) and Entity ID (https://ccocqxivrmegfxdbyokl.supabase.co/auth/v1/sso/saml/metadata), (3) Your user account is assigned to the TeleCheck application in your identity provider, (4) TeleCheck admin has registered your IdP Metadata URL and email domain. Contact both your IT team and support@telecheck.com.au for assistance.
The dashboard is loading slowly or showing errors.
Try: (1) Refresh the page (Ctrl+R or Cmd+R), (2) Clear your browser cache, (3) Try a different browser (Chrome, Firefox, Edge, or Safari), (4) Check your internet connection. If the issue persists, it may be a temporary server issue — try again in a few minutes or contact support.
Enterprise & Multi-Practitioner Access
SSO/SAML integration, API access, and clinic-wide deployment
Can we integrate TeleCheck with our SSO identity provider?
Yes. TeleCheck supports SAML 2.0 integration with any compatible identity provider—including Okta, Azure AD, Google Workspace, or your custom SSO solution. Your clinicians can access TeleCheck through your existing identity provider for seamless single sign-on.
How many practitioners can use the API?
The Clinic-Wide API Access tier supports unlimited practitioners. Whether you have 10 or 100+ clinicians, one subscription covers everyone in your organisation with unlimited API calls.
Can TeleCheck handle thousands of API requests per day?
Yes. Our infrastructure is built for enterprise scale with rate limiting of 100 requests per minute per API key. For organisations needing higher limits, contact us for custom arrangements.
Can we integrate TeleCheck into our practice management dashboard?
Absolutely. Our RESTful API is designed for integration with practice management software, custom dashboards, or any platform that supports API linking. Comprehensive documentation and integration guides are provided.
TeleScribe — AI Clinical Scribe
A new product joining the TeleCheck ecosystem — coming soon
What is TeleScribe?
TeleScribe is an AI-powered clinical scribe that listens to your consultation and generates Medicare-compliant clinical notes in real time. It joins TeleCheck Individual and TeleCheck Clinic-Wide as the third product in the TeleCheck ecosystem. Visit telescribe.com.au for updates.
How does TeleScribe use TeleCheck?
TeleScribe has TeleCheck eligibility checking built in. When a patient's postcode is mentioned during a consultation, TeleScribe can automatically verify disaster exemption status and include the relevant AGRN documentation in your clinical notes — no separate lookup required.
When will TeleScribe be available?
TeleScribe is currently in development. Visit telescribe.com.au for launch updates and to register your interest. We'll announce availability through our website, email list, and social channels.
Will my Clinic-Wide subscription work with TeleScribe?
TeleScribe will be a separate product with its own subscription. However, we're exploring bundled pricing and integration options for existing TeleCheck Clinic-Wide subscribers. Details will be announced closer to launch.
Will TeleScribe support Australian healthcare data sovereignty?
Yes. Like all TeleCheck products, TeleScribe is built for Australian healthcare compliance. All audio processing and clinical data will remain within Australian data centres, and the product will be developed in accordance with the Privacy Act 1988, My Health Records Act, and applicable AHPRA and RACGP guidelines.
Data Accuracy & Verification
Understanding our data sources and how to verify accuracy
How do I verify TeleCheck's disaster data is accurate?
Every disaster in TeleCheck links directly to official Australian Government sources. Click 'View on DisasterAssist' next to any disaster to verify accuracy yourself.
Why are disasters from years ago still showing as active?
State and Territory governments determine when a disaster declaration ends. Many declarations remain active for years during recovery, so TeleCheck keeps them visible until they officially close.
How often is TeleCheck's disaster data updated?
TeleCheck monitors DisasterAssist and related government feeds daily. Updates are automated 24/7 so practitioners can rely on accurate eligibility information.
Practitioner Control & Clinical Judgement
You make the decisions — TeleCheck provides the data
Who decides if a patient is eligible — TeleCheck or the practitioner?
TeleCheck provides objective disaster data, but the practitioner always makes the final clinical judgement about Medicare eligibility for their patient.
What are the 'grey areas' in disaster eligibility?
TeleCheck clarifies the objective facts (e.g. disaster status, AGRN numbers). Clinicians interpret grey areas like the impact on continuity of care or patient access barriers.
Can I disagree with TeleCheck's data or decide not to use a disaster exemption?
Yes. TeleCheck supports compliance, but professional autonomy is preserved. If you decide the exemption isn't appropriate for a patient, you can choose not to use it.
Understanding Australian Disaster Recovery
Why disasters remain active for years — it's government policy
Why do some disasters remain active for 5+ years?
Government recovery programs often stay open for extended periods to support affected communities. TeleCheck reflects the official status until it changes.
Are practitioners exploiting disaster exemptions by billing for old disasters?
Disaster declarations are still valid while active. TeleCheck helps practitioners document the objective evidence that the exemption applies when they decide to use it.
Patient & Consumer Questions
Understanding your telehealth rights and Medicare eligibility
What is TeleCheck and how can it help me?
TeleCheck lets you check whether your postcode is covered by a natural disaster exemption so you can discuss Medicare rebates with your practitioner.
Do I need to pay to use TeleCheck as a patient?
No. Patients can check their eligibility for free. Practitioners subscribe for professional compliance tools.
How long do disaster declarations last for telehealth purposes?
They remain active for as long as the relevant State or Territory keeps the declaration in place. TeleCheck updates daily so you always see the current status.
Still have questions?
Can't find what you're looking for? Our support team is here to help.
support@telecheck.com.auResponse within 24 hours