Please understand we are trying to match the details you enter to your patient file at the practice. If there is a typo or your name is spelt differently to the record at the practice, there will be no match. In general, it should be entered as it appears on your Medicare or insurance card. Also, keep in mind that sometimes practices will mark a patient file inactive if it has been a while since your last visit, which will also bring back no match. If you are having trouble please contact support for help.