What if my account is restricted or closed?

What it means if your Abby Health account is restricted or closed

If your Abby Health account is restricted or closed, you have either been temporarily locked out for security (for example, repeated failed logins or unusual activity), or your account has been closed at your request or under our service policy. Most restrictions are short and lift after a password reset and identity check. If you want help, contact our support team from the email on your account and we will walk you through recovery.

Why might my account be restricted?

Most restrictions are protective, not punitive. The common reasons we see:

• Failed login attempts — too many wrong passwords trigger an automatic lockout to stop someone guessing their way in.
• Unusual login activity — a sign-in from a new country or device that does not match your usual pattern.
• Suspected unauthorised access — for example, after a password reset you did not request.
• Policy review — repeated breaches of our terms of service, abusive behaviour towards clinicians or staff, or use of the service for someone other than the account holder.
• Compliance review — a regulator, court order, or safeguarding concern requires us to pause access while we investigate.

You will usually receive an email or in-app notice telling you which type of restriction has been applied.

What is the difference between restricted and closed?

The two states are not the same:

• Restricted means your account is paused. You cannot book new consults or send messages, but your medical record is preserved. Most restrictions lift inside 24 to 72 hours once we have verified your identity.
• Closed means the account has been deactivated — either because you requested it, or because we have ended the service relationship. Your login no longer works, but, as we explain in can I delete my medical history, your clinical record must be retained for the legally required period under Australian medical record law.

How do I get my account back?

Work through these steps in order:

• Check your email — including spam — for a message from support@abbyhealth.app explaining the restriction.
• Reset your password from the login screen if the lockout was due to failed attempts. Pick a long, unique password.
• Verify your identity — our team may ask for your full name, date of birth, and the email or mobile number on the account so we can confirm it is you.
• Reply from the email on file — using the address linked to the account makes recovery faster.
• Avoid creating a duplicate account — opening a second profile splits your medical history and slows everything down.

Will I lose my medical history if my account is closed?

No. Australian healthcare regulations require us to keep clinical records for a minimum retention period. We hold them securely under the Australian Privacy Principles, and only the staff and clinicians authorised to see them can access them. You can request a copy of your record before or after closure — the path is laid out in your data at Abby — where it's stored, who sees it.

Can I appeal a closure?

Yes. If you believe your account was closed in error, email support@abbyhealth.app from the address on your account and ask for a review. We will explain the reason, give you the chance to respond, and reopen the account where it is appropriate to do so. If you still feel something has gone wrong, our complaints process is set out in how do I provide feedback or make a complaint.

How do I keep my account safe in future?

A few habits prevent most restrictions:

• Use a unique password — not one shared with email, banking, or social accounts.
• Keep your phone updated and lock the device with a PIN, biometric, or passcode.
• Watch out for phishing — see what Abby will never ask you to do.
• Report anything suspicious early using how do I report suspicious activity.

If you ever feel that an account decision affected the privacy of your information, you can also raise it directly with the Office of the Australian Information Commissioner.

How Abby can help

If your Abby Health account is restricted or closed, our support team can usually have you back online quickly once we confirm it is you. Email support@abbyhealth.app from the address on your account, or learn more at our Help Centre. Once you are back in, you can book again at abbyhealth.app. Abby appointments are bulk billed for eligible patients with a valid Medicare card.