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Frequently asked questions

Complete a 'request to add a GP or nurse practitioner' form.

Request to add a GP or nurse practitioner form

You will need the following information:

  • The name of the health centre/practice.
  • The name of the GP or nurse practitioner you wish to add (there is an option to add a generic GP for a practice).
  • The street address, phone number, and email address of the health centre/practice. 

Once you have completed the form your request will be automatically forwarded to our service desk, and you will also receive a copy of your request via email. If you do not receive this confirmation email, please resubmit the form as it may not have reached us either.

We will email you when the GP or NP has been successfully added.


The user access form can be accessed via a link on our interRAI at your place page. It can be used for requesting training and changing Momentum access.

You can use a mobile, tablet or computer to complete the form. A copy of the data submitted, is automatically emailed to the person completing the form, and also to the user’s manager for approval. Please make sure you input email addresses carefuly.  A form is not classed as complete until it has been approved by the manager. Managers do this by the manager following the instructions in the email that the form has generated.

To complete the form you will need to have the following information ready, as the form can't be saved until complete:

o             Your contact details, including personal email address and mobile number (required for the Learning Management System)

o             Your workplace details

o             Your manager's name, work phone number and work email address

o             Registered health professionals: your registration or APC number

o             Enrolled Nurses: name and contact details of your clinical supervisor

To deactivate a Momentum user please email the name of the person, the facility and your name to

Everyone who is requesting training needs to fill in a user access form.  This is then approved by their manager by them following the instructions in the email that the form has generated.  The education and support time will then contact the manager with proposed training dates.

Call or email them on:

Phone: 0800 10 80 44, option 3

To prepare for your training visit this page

Which manuals do I need?

All aged residential care facilities and home care providers have been issued with a full set of interRAI manuals. If you need replacements, see this page.


Momentum passwords

If you've forgotten your Momentum password, you can reset it yourself.

Self-reset password guide

Still having trouble? Our software service desk can help.

Ring: 0800 10 80 44 (option 1) or 03 378 6555

interRAI Learning & Development (iL&D)

If you've forgotten your iL&D password, you can reset it yourself.

Just click the 'Forgot username or password?' link on the homepage, and follow the instructions.

Please also read our interRAI computer safety and privacy guidelines 

There are two common reasons why you may not be able to add a new assessment.

Firstly, check that the client has an open case (community) or has been admitted to the facility (ARC). The software requires that a client file is active before an assessment can be added. A quick way to check is to look at the patient/resident information in the top right-hand side of the screen, and check under the Date of Birth that it reads ‘Active’. Information on how to open a case for a client, or admit residents to your facility, is available in the workbook in iL&D – Unit 2: Completing assessments in the national interRAI software system.

Secondly, after checking the file is active, check your iL&D account and see if your methodology exams are up to date. If you haven't completed your methodology exams when required, your Momentum access will be changed to read-only, as you're no longer a certified interRAI assessor. The education and support team can help you resolve this.

Call or email them on:

Phone: 0800 10 80 44, option 2

Assessments that are marked complete after the training period can't be reopened. There is a process for you to follow so that you can make a correction to the complete assessment. Step-by-step instructions are available in your workbook in iL&D.

Find them here:

  • Unit 2: Completing assessments in the national interRAI software
  • Page 93: Correcting an assessment that has already been marked complete.

This error message means the person you are trying to add already has an existing file in Momentum. Try searching for the file, making sure the ‘Record Status’ is set to ‘All’. If you still can’t access the file, then you will need to have the file transferred.

  • If you are in an aged residential care facility or community (not ACC) then contact your local NASC to arrange a file transfer.
  • If you are working with ACC clients, then follow the ACC File Transfer Process

A common reason the assessment cannot be marked complete is due to the Assessment Reference Date (ARD) being before the date that the case was opened (community) or the resident was admitted (LTCF). The interRAI software works in a very linear fashion, and all events must be in the correct date order. When opening cases (in Case Activity) or admitting residents (in ADT), you can choose a date in the past to match the date the person started care with you. A couple of things to check:

  1. The ARD in the assessment is correct
  2. In LTCF, the resident has been admitted on the correct day in the software
  3. In the community, the case has been opened on the correct day (commonly this would be the date the referral was received)

If these are correct, and you are still not able to mark the assessment complete, then please email for additional support.

Information on how to open a case for a client, or admit residents to your facility, is available in the workbook in iL&D – Unit 2: Completing assessments in the national interRAI software system.

FAQs about coding are now addressed in the workbook units on interRAI Learning and Development (IL&D) on your dashboard look for this picture....


In the content page of your workbook, look for ‘Coding tips and FAQs’. If you click on the page number you will be taken directly to the correct page in the workbook. These Q&As are compiled by topic and the sections are listed as they appear in the Minimum Data Set (MDS). 

Still can't find the answer? Please call or email us.

Ring: 0800 10 80 44, option 3


Your security questions are needed if you forget your password, and to verify your identity when you call the helpdesk.

Ring: 0800 10 80 44, option 1

Check and change your security questions guide.

Please also read our interRAI computer safety and privacy guidelines.

  1. Make sure you are using the correct URL:

If you have existing bookmarks or shortcuts on your device, make sure that they link here. The Momentum All Regions link from our website will take you to the correct URL.

  1. The certificate information is highlighted inside the pop-up box before you click OK. In Chrome, this should be automatically highlighted, Edge you simply click on the certificate information to highlight it, and then click OK.
  2. If you don't get the certificate pop up and see a "400 Bad Request" error on your browser screen when attempting to access this link, this is one of two likely scenarios:
  • Cached browser data is preventing you from reaching the webpage. Try clearing your internet browser's cache and then restarting your computer. This may fix the issue. To do this, follow this guide referring to all commonly used browsers: Make sure the time range is set to ‘All Time’
  • The new certificate has not been applied to the user profile you are logged in to. Check with your Manager or IT Team. If your IT team handled the certificate installation process and it is not working, please contact them to assist with troubleshooting. If you need further assistance after contacting your IT Team, please call us on 0800 10 80 44 option 1 or email

All Momentum outages are posted on our homepage, please check there first. If nothing is posted and Momentum is not working as expected, please contact the service desk on:

Phone: 0800 10 80 44, option 1