Help: Error codes or messages

If you’ve received this error, select Continue and follow the steps to recover your myGovID.

You are receiving this message as your identity document has already been used to set up a myGovID digital identity.

Where you’ve previously verified this document, you’ll need to delete and reinstall the myGovID app and set it up again using the current email address associated with your myGovID.

If you:

• are unable to access or you don’t remember the email address associated with your myGovID, you’ll need to contact our support line
• have not previously verified this document, you need to contact our support line for assistance.

This error message means there has been an issue verifying the details you have entered in the myGovID app with the document provider. For example, the details you’ve entered from your Medicare card don’t match the details held with Medicare.

Note: After 5 unsuccessful attempts, the error message ‘Max attempts reached’ will display. You’ll need to wait 24 hours before trying again.

Try the following actions to help successfully verify your document.

• Check you’ve entered the details of your identity documents correctly and try again.
• Check the guidance for the document you are trying to verify at Verifying your identity documents.

If you continue to experience issues, contact our support line.

See also:

• Error message 'Your name is different'

This error message means the personal details (name, date of birth, email address) you entered do not match existing details associated with your myGovID digital identity.

This may occur if you have:

• used a shared email address – check it hasn’t been used to set up a myGovID already, you should use an email address that only belongs to you. You should avoid using a business email address – this is because if you change jobs you will no longer have access to that email address.
• updated your myGovID email address – make sure you’re using the most recent one.

You may receive this error code when verifying your photo. If the passport you verified:

• is more than 3 years expired or you have renewed it, and you:
  • don’t require a Strong myGovID, you can skip the step to verify your photo
  • do require a Strong myGovID, you need to reset your app and set up again using the details from your new passport. We plan to streamline this process.
• is valid, your image may not match closely enough with your passport. If the service you want to access requires a Strong identity strength, you should contact the service to find out about alternative options.

Check you’ve entered the email address associated with your myGovID. For example, you may have recently changed your email address in the myGovID app.

Note: your myGovID is different to your myGov account.

If you continue to experience issues contact our support line.

This error message means your myGovID cannot be authenticated. You’ll need to contact our support line.

You need to re-take your photo. When the app is scanning your face make sure you keep your face in position and try not to move your phone. If you continue to experience issues, force close your app and then try again.

When verifying your photo, ensure you:

• have granted access to your device's camera
• are in a well-lit area
• remove anything that obscures your face, such as glasses
• have your eyes open and look at your camera
• hold your phone still during the scanning process
• are close enough to your phone ­ the screen will go from orange toned to green once you're in the right position.

If you receive a LIV error code, try to verify your photo again. Where the issue persists:

• check your internet connection –if you’re using wi-fi, try an alternative connection such as cellular or mobile broadband
• check you have a compatible device with a front-facing camera
• force close the app, wait 5 minutes and try again.

To find out about how your information is collected, stored and used, see the myGovID privacy policy.

This error message means a connection issue has occurred. For example, your internet connection is not reliable.

Try the following actions:

• Check if there are any issues with your internet connection.
• If available, use an alternative internet connection that is reliable (wi-fi, cellular or mobile broadband).

Log out of your myGovID app and try again after 5 minutes.

If you’ve received the error code UNK000001 check you’re using the latest version of the myGovID app and the latest version of your device’s operating system. Force close your myGovID app and try again.

If you continue to experience issues, try the following actions to reset your app so you can set up again.

Android users:

• open Settings
• select Apps
• select myGovID
• select Storage
• clear the Cache and importantly clear the Data.

Next, try setting up your myGovID again with an alternate internet connection that is strong (wi-fi, cellular or mobile broadband).

Apple users:

• open Settings
• select General
• select iPhone Storage
• select myGovID
• select Delete app and Confirm
• go to the App Store and reinstall the myGovID app.

Next, try setting up your myGovID again with an alternative internet connection that is reliable (wi-fi, cellular or mobile broadband).

When setting up your myGovID, your name needs to match across  your Australian identity documents. If you receive the message ‘Your name is different’, the following actions may help to fix your issue.

Verify a change in name

You may be able to verify a change in name with a:

• marriage certificate
• change of name certificate (Tas, SA, NT and ACT only).

If you changed your name by deed poll, updating your birth certificate, or if your documents do not match for another reason, try the following.

Use an alternative identity document

Check if you have alternative documents that match. If so, you can use these to set up your myGovID. Where you've already verified a document and you’re now unable to verify further documents due to a name change, you will need to call our support line.

Update your identity documents to match

If you need to update your name on an identity document, don’t verify it in your myGovID app yet. First, contact the document issuer to check if they can update your details. For example, you may be able to update your drivers licence to reflect a change in name or correct a difference.

Cancel any 'pending' documents

If you tried to verify a document before updating it, check if it is pending in your app before you try verifying it again. Do not delete your myGovID app. The document tab will be shaded with the message ‘Pending, confirm your name’.

If it is pending:

• select the pending document
• select Cancel on the ‘Confirm your name’ screen
• select Continue to confirm.

You can only change your email address once in a 24-hour period.

Check the following if you experience issues or you can't select your myGovID email in your app.

• This email is taken – the email address you entered has already been used to set up a myGovID, choose another email address that only you have access to or contact our support line if you’ve previously tried to set up using this email address.
• Your identity isn’t strong enough – this error generally appears if you:
  • have set up your myGovID again (for example, you deleted your app or it was reset), ensure you set it up to the same identity strength you achieved previously 
  • set up your myGovID on multiple devices with different identity strengths, use the device with the highest identity strength or upgrade your identity strength – first you need to ensure you’re using the latest version of the app on all devices
• You can’t update your email - you’ve reached the maximum attempts when verifying an identity document, therefore for security reasons, you need to wait 24 hours before you can change your email address. If the message ‘Unable to verify’ is displayed - see Unable to verify.
• OID error – force close your app and log back in later, the update should then be reflected in My identity.

If you continue to experience issues, contact our support line.

Your 4 digit login may have timed out or was entered incorrectly. Decline any existing code request screens in the myGovID app and try again.

If you continue to experience issues, close and restart your browser and app and try again – or alternatively, visit the Accessing online services help page.

Check that your identity strength meets the minimum identity strength required to access this service. If it doesn’t, you need to increase your identity strength.

When you transfer your myGovID app from one device to another, you need to re-verify your identity.

Where you have not re-verified your identity, you’ll receive the error ‘insufficient access’ or 'Strengthen your Digital Identity' when trying to access participating services.

To resolve this, select Reset app within your myGovID app’s Settings and then set up again using your latest myGovID email address and re-verify your identity. We recommend using the identity documents you previously used.

Find out more about Setting up your myGovID again.

This is to let you know your myGovID is active on another device.

For security purposes, you receive a notification on all your myGovID devices as well as an email when you set up your myGovID again. You can view your myGovID setup history in your app.

Turn on notifications in your app Settings to ensure you receive notifications when your myGovID is active on another device.

If you receive a notification or email when you haven’t set up your myGovID again, or find a device or record you don’t recognise, report this immediately by contacting the myGovID support line.

To protect your identity, your myGovID has expired due to inactivity.

Where your myGovID expires, this removes your access on a specific device, but it doesn’t delete your myGovID profile.

To continue using myGovID on this device, you need to re-verify your identity. To re-verify your identity in the myGovID app, select I am an existing user. Use your latest myGovID email address and we recommend verifying the same identity documents you used previously.

If you no longer need to use myGovID on this device, you don’t need to do anything.

Where your myGovID is set up on other devices, these will not be affected and you can continue using your myGovID on those devices.