> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bilby.health/llms.txt
> Use this file to discover all available pages before exploring further.

# Keep Medicare working

> Renew the security key and device registration, deactivate Medicare, and fix problems.

## Renew the security key

Bilby renews the security key automatically before it expires. If the card on the **PRODA setup** tab warns it's running out, select **Renew security key**.

## Renew the device registration

The device registration in PRODA also expires, about every 6 months. Only your practice can renew it, in PRODA. Bilby warns you on the card when it's close. If it expires, Medicare claims stop until it's renewed.

## Deactivate Medicare

Deactivating stops all Medicare claims from Bilby. The device stays registered in PRODA. On the **PRODA setup** tab, select **Deactivate**, then confirm.

To connect again later, get a new activation code from PRODA and [activate the device in Bilby](https://docs.bilby.health/integrations/medicare-setup.md#activate-the-device-in-bilby).

> [!WARNING]
>
> Don't keep retrying when Medicare refuses to connect. PRODA locks the device after five failed attempts, and it then has to be unlocked in PRODA. Fix the cause and try once more. If you're not sure what's wrong, contact Bilby support first.

## Troubleshooting Medicare

| Message | What to do |
| - | - |
| "That PRODA activation code has expired or has already been used. Generate a new code in PRODA and try again." | Get a new code in PRODA and activate again. |
| "This practice already has Medicare credentials. Deactivate first to re-activate." | Deactivate the current device first, then activate the new one. |
| "Your PRODA connection has expired or was removed. Get a new activation code from PRODA, then reconnect it in Medicare settings." | Deactivate in Bilby, get a new activation code in PRODA, and activate again. |
| "This PRODA device is locked after too many failed attempts. Unlock it in PRODA, then reconnect it in Medicare settings." | Unlock the device in PRODA. If it still fails, deactivate and activate again in Bilby. |
| "PRODA can't find this device for Medicare claiming." | In PRODA, check your organisation is linked to Medicare and to your Location ID. |
| "Medicare rejected the request. Renew the security key in Medicare settings, then try again." | Select **Renew security key**, then try again. |
| "Medicare didn't respond. Try again in a few minutes." | Wait and try again later. |
| "This practitioner is missing a Medicare provider number, or it isn't 8 characters." | Add the provider number for that location on the practitioner's **Locations** tab. |


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