How do I report suspicious activity?

How to report suspicious activity on your Abby Health account

To report suspicious activity on your Abby Health account, open the app, tap Support, and start a Live Chat — or email support@abbyhealth.app with the date, time, and details of what you noticed. If you suspect your password has been used by someone else, reset it immediately. Our team investigates every report, and if your account looks compromised we will temporarily restrict it while we check, then guide you back in safely.

What counts as suspicious activity?

Anything that does not look like you. The most common signals patients tell us about are:

• A login alert from a device, city, or time you do not recognise.
• An appointment, prescription request, or referral that you did not book.
• Changes to your name, email, mobile number, Medicare details, or pharmacy on file.
• A password reset email you did not request.
• Messages or invoices that mention a service you did not receive.

If any of those apply, treat it as suspicious. It is far better to report something that turns out to be harmless than to ignore a real breach.

How do I report it inside the Abby app?

Reporting takes about a minute:

• Open the Abby Health app and tap Support.
• Choose Live Chat and type "I want to report suspicious activity".
• Tell our team what you saw, when you saw it, and the device or email it arrived on.
• If you cannot get into the app, email support@abbyhealth.app from the address on your account.

Our support team is staffed 7 days a week, the same hours our clinicians are available. Once you report, your case is logged and a security reviewer takes over.

What does Abby do after I report?

We follow a standard incident process:

• Acknowledge — you receive confirmation that your report has been received.
• Investigate — we review login records, devices, and recent account changes.
• Contain — if anything looks wrong, we temporarily restrict the account so it cannot be used while we check.
• Recover — we walk you through resetting your password, reviewing recent activity, and re-verifying your identity.
• Notify — if a confirmed data breach affects your personal information and is likely to cause serious harm, we follow Australia's Notifiable Data Breaches scheme and notify you and the OAIC.

What should I do right now if I think someone is in my account?

Do not wait for our reply — take three steps in this order:

• Reset your password from the login screen using Forgot password. Use a long, unique password you do not use anywhere else.
• Sign out other devices if your phone or laptop offers that option, and update the app to the latest version.
• Check what changed — look at your contact details, Medicare info, pharmacy, and recent appointments. Tell support exactly what looks wrong.

If you believe your Medicare or identity details have been used outside Abby, you can also contact Services Australia to flag your Medicare card.

How can I tell a real Abby message from a scam?

Scammers sometimes pretend to be telehealth services. Abby will only message you about your account from support@abbyhealth.app or inside the app. We will never ask for your full password, your Medicare PIN, your card's CVV, or remote access to your phone. Anything that asks for those is a scam — see what Abby will never ask you to do.

If you are unsure whether a message is real, do not click the link. Open the app yourself and contact support from there.

What about my privacy while you investigate?

Your medical information stays protected throughout. Only the staff handling your case can see what they need to fix it, and your clinical record is not shared outside that team. You can read the full picture in your data at Abby — where it's stored, who sees it, and your wider rights are explained in the OAIC privacy guide.

How Abby can help

If something does not look right on your account, our support team is one tap away in the Abby Health app, every day of the week. We will investigate, lock things down if we need to, and walk you back in safely. You can read more about how we protect your information at your data at Abby — privacy explained or book a consult at abbyhealth.app. Abby appointments are bulk billed for eligible patients with a valid Medicare card.