What Abby will never ask you to do

Abby Health will never ask you for your Medicare card photo by SMS, your online banking password, your MyGov password, a gift card payment, or remote access to your computer. Abby will never pressure you to pay to "unlock" an appointment. If someone contacts you claiming to be from Abby and asks for any of these things, it is not us. Hang up, delete the message, and report it through the contact form on our website.

Why this page exists

Scammers impersonate health services. They impersonate Medicare. They impersonate banks. And they have impersonated telehealth providers — including, from time to time, services that look a little like Abby. The best defence is knowing exactly what a real Abby contact looks like, and what it does not.

This is the list. Keep it. If anything on it happens, you are not talking to us.

What Abby will never ask you to do

We will never ask you to send a photo of your Medicare card by SMS or email. Your Medicare number is captured inside the secure Abby account when you book. We do not ask for photos of the card through messaging.

We will never ask for your online banking password or your MyGov password. No legitimate service — bank, government, or health — will ever ask for these. If someone "from Abby" does, it is a scam.

We will never ask you to pay by gift card, cryptocurrency, or bank transfer to a personal account. Payment for privately billed services, where it applies, is handled through the Abby app with a card. Payment is never requested through any other channel. Bulk-billed consultations have no charge to you.

We will never ask you to install remote-access software on your computer. No real-world reason for Abby to ever need that exists. If someone tells you it does — for example, to "fix" something or "verify" your Medicare — end the call.

We will never pressure you to book or pay quickly to "secure" or "unlock" an appointment. Real booking pressure at Abby comes from limited clinician availability, not from a phone call telling you to pay in the next ten minutes.

We will never ask you to prove your identity using codes you received by SMS for another service. Codes sent by your bank, Medicare, or MyGov are for you to type into those services' apps — not to read out to a caller.

We will never email you a prescription as an attachment you need to "open" via a login page on a random domain. Abby prescriptions arrive as eScripts through the official pathway and sit in your Abby account.

How Abby does contact you

Abby uses a small number of contact channels, and each is predictable:

Inside the Abby app — for consult reminders, messages from your clinician, and appointment-related information.

Email — from addresses ending in @abbyhealth.app. Appointment confirmations, receipts, Medicare-related messaging.

SMS — short reminders about upcoming appointments or a consultation that is about to start. We do not send prescriptions, payment links, or identity-verification requests by SMS.

Video and phone — when you have an appointment booked, your clinician calls you through the Abby platform.

If anything arrives outside these channels and claims to be Abby, it isn't.

What to do if you think you've been scammed

If you shared information with someone pretending to be Abby:

Contact your bank if you gave banking details or paid anything.

Change your passwords for the affected services — particularly MyGov, your email, and your bank.

Call Services Australia Scams and Identity Theft Helpdesk on 1800 941 126 if Medicare or MyGov information was shared.

Report the scam to Scamwatch — this helps protect other Australians.

Tell us at Abby through the contact form on our site so we can warn our community. We cannot pursue the scammer, but we can take down fake sites that impersonate us when we are alerted early.

Protecting your Abby account

Use a strong, unique password for your Abby account. Turn on two-factor authentication if offered. Don't share your login with anyone. Don't screenshot login codes. If you see an unexpected login notification, change your password and contact us.

Why we say this out loud

The patients most vulnerable to scams are often the ones with the most to lose — older Australians, people juggling complex care, people in rural areas with slower-to-resolve incidents. Abby was built for those patients. Keeping them safe is part of care, not a compliance footnote.

Related

See our continuity of care guide for how your medical record is held, and our privacy policy for the full detail on data handling.

Frequently asked questions

Someone called me from "Abby" and asked for my Medicare number — was it you?

Abby clinicians do not cold-call patients to ask for Medicare details. Your Medicare number is captured in the app when you book. If you received this kind of call, it was not us.

I got a text with a link that says my Abby account is suspended — is it real?

We do not send "account suspension" links by SMS. If you're uncertain about your account, log in directly at abbyhealth.app/login rather than following a link.

Can Abby staff ask for my password during a support call?

Never. No Abby staff member needs your password — and no system we run requires it for support.

What if I'm not sure whether an email is from Abby?

Check the sender address ends in @abbyhealth.app. If in doubt, don't click — instead, log into the app directly and check for any messages there.

Who do I talk to if I'm worried I gave away information?

Contact your bank first if any financial information was shared. Then report to Scamwatch and Services Australia on 1800 941 126. You can also let us know through the contact form at abbyhealth.app/contact.

Find Comfort. Abby Health. Care that understands you.