My proof of eligibility document been rejected?

If your document has been rejected, you will have received an email explaining the reason. To avoid membership suspension, please upload new documentation within 20 days of your joining date.

If your membership is suspended, you'll need to re-join and pay any applicable fees

Reasons for rejection: 

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Student proof of college, University, or Higher education required

The membership you have purchased required proof that you are currently enrolled as a student

For more information on which documents we can accept, please click here

 

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The corporate company you have uploaded proof is not on our approved list of companies

The proof you have provided does not qualify you for the discount you have applied for. This is due to your company not being listed as a registered corporate company with us. 

When joining on a Corporate membership you will need to provide proof that you work for the company you selected, to check if your company is eligible please visit our membership join site,  select the location you wish to join, and the membership option, step 3 will then appear and you can check the corporate companies we currently accept.

Some corporate memberships require you to upload additional details or specific proof, you will have been provided with this when you joined.

 

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The eligibility document needs to be in colour

We are unable to accept the document as it is not in colour. Please upload again. 

 

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No name on the document

The document provided does not state your name so we are unable to verify that you are eligible for the membership you have purchased. Please provide a document with your name visible. 

 

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The name on the document doesn’t match the name we have on our records

The name on the document does not match the name you have provided us with.

Without a matching name, we are unable to verify that you are eligible for the membership you have purchased. 

 

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Proof of Child and Parent/Guardian name is needed along with relevant eligibility proof

Junior Concessionary members need to provide proof of child and parent based on the above concessionary proof.

For more information on which documents we can accept, please click here

 

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Joined on incorrect membership due to age restriction

The membership you have joined has an age restriction that you are not eligible for.

 

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Senior Age proof doesn’t match the eligibility age for the option selected

The document you have provided does not meet the age requirement for the membership you have joined. 

To check the eligibility age for your membership please visit our membership join site.

  • The senior age is set to 66+ in most locations. You will be required to provide the correct age proof when joining a Better Health Senior membership.

 

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The date on the document is too old

The documents need to be dated within the last 3 months or have a valid, to and from date on the document

Residence Permits with Refugee Settlement status or Application Registration Cards (ARC) must have been granted within the last 12 months from the time of applying or joining.

 

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Wrong document loaded

The document provided doesn’t match the criteria we accept for the membership chosen

For more information on which documents we can accept, please click here

 

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Unclear scan

The document provided is not clear so we are unable to approve.

Please attempt to rescan or upload in a higher quality

 

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The original document has been altered

It appears that the original document has been altered. We are unable to approve unless the original document is provided

 

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Missing information (e.g. Name, Date, Company)

If joining in a corporate membership your eligibility proof must contain the company you work for (and for this to match our corporate list)

The name or date is missing from the documents provided

 

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Incomplete or conflicting information

The name on the document is different from the name on your Customer account

This means the information provided doesn’t match the eligibility reason

 

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Other Considerations

  • The senior age is set to 66+ in most locations. You will be required to provide the correct age proof when joining a Better Health Senior membership.
  • When joining on a Corporate membership you will need to provide proof that you work for the company you selected, to check if your company is eligible please visit our membership join site, select the location you wish to join and the membership option, step 3 will then appear and you can check the corporate companies we currently accept.
  • Some corporate memberships require you to upload additional details or specific proof, you will have been provided this when you joined.
  • Junior Concessionary members need to provide proof of child and parent based on the above concessionary proof.