Help: Managing your myGovID

Documents and services capture and display names in different ways. For example, a driver’s licence might only have your first name and surname, but your Medicare card might show first, middle and surname.

This also applies to online services. For example, your myGov account might only have your first name and surname but ATO might have first, middle and surname.

You now have the ability to select a different name when using a verified identity document. To do this, follow these steps:

1. Select My identity at the bottom of the app.
2. Select Identity details – a list of your verified documents with corresponding names will display.
3. Identify your preferred name and select Use this name.
4. Select Continue to confirm the update.

For security purposes, you’ll receive an email letting you know when changes are made to your myGovID.

There are no limits to the number of times you can switch between verified names.

If the name you wish to use isn’t available from a previously verified document, you may be able to verify a name change with a change of name certificate (TAS, SA, NT and the ACT only) or marriage certificate. You’ll be prompted to enter the details of your certificate once you:

• verify an identity document you haven’t verified yet that’s issued in your new name
• reset your app, set up your myGovID again using the same email address and previous name and verify an identity document with your new name.

Contact the myGovID support line immediately if you receive an email about a change you’re not aware of.

The myGovID app is compatible with most smart devices, and performs best when using:

• iOS 14 or later on Apple devices
• Android 11.0 or later. This excludes devices that use the Android Go operating systems, such as Android One.

Newer operating systems allow you to use the app's improved functionality and security enhancements. You can still use the myGovID app on devices running an older operating system, however, you may experience unexpected errors.

To verify your photo, your device needs to have a front-facing camera.

Your password must be 10 or more characters that include at least:

• one uppercase character
• one lowercase character
• one number or special character.

To make logging in to your app faster and easier, you can use the security features in your device such as fingerprint or face. To enable this, turn on biometric functions in your device Settings and then in your myGovID app Settings.

If you forget your password, select I forgot my password on the log in screen of your myGovID app. You can try entering your password to check if it's correct.

If you still can't remember your password, you'll need to prove your identity again using the email address associated with your myGovID. If you've recently updated your email address in your myGovID app, this is the email address you must use when proving your identity again.

To update your email address in your myGovID app, go to My identity. You should always use a personal email address that only you have access to. Once updated, you need to use this email address when logging in with myGovID.

Where your myGovID is set up on multiple devices, make sure you update the app to the latest version on all devices before updating your email address.

If you:

• uninstalled the myGovID app but still have access to the email address associated with your myGovID, you need to set up again using that email address before updating your email
• uninstalled the myGovID app and no longer have access to the email address associated with your myGovID, you'll need to contact our support line
• are unable to select your email address to update it, find support for when you get an error message or have issues.

When setting up your myGovID again on a new device, multiple devices or the same device, select I am an existing user. Follow the prompts to:

• enter your latest myGovID email address – this is linked to the identity documents you previously verified. Setting up with a different email address will lock your myGovID on all devices and you’ll be unable to use it.
• re-verify your identity – we recommend using the identity documents you previously used.

For security purposes, you'll receive an email letting you know your myGovID is active on another device. You can view your myGovID setup history in your app.

Each time you set up your myGovID, its identity strength is unique to that device. This means if you set up your myGovID on multiple devices, the identity strength will only reflect what identity documents you’ve verified on that device. For example, you could have one device with a Strong identity strength and another device with a Standard identity strength. To access a service with your myGovID, that device needs to meet the minimum identity strength required of that service.

Where you’re setting up on a new device, you need to take additional steps if you transfered your app.

You may have set up your myGovID again on a new device, multiple devices or the same device.

To view a summary of each time your myGovID has been set up, go to Settings then select myGovID setup history. The information displayed includes the date your myGovID was set up on each device and the last time it was used to log in to a government online service.

If you find a device or record you don’t recognise, report this immediately by contacting our support line.

Access the My identity screen at the bottom of the app. It displays your:

• Identity strength – most services accept a Standard identity strength. Find out how to update your identity strength
• myGovID email – select myGovID email and follow the prompts. Find out more about updating your email
• Name – you may be able to verify a name change with a change of name certificate (TAS, SA, NT and the ACT only) or marriage certificate. You’ll be prompted to enter the details of your certificate once you
  • verify an identity document you haven’t verified yet that’s issued in your new name
  • reset your app, set up your myGovID again using the same email address and previous name and verify an identity document with your new name.
• Date of birth – if you
  • entered an incorrect date of birth when completing your personal details, verify a document with the correct date and it will update automatically
  • verified an identity document with an incorrect date of birth, you need to contact our support line.

 You can also select a different name when using a verified identity document.

You can delete or uninstall the myGovID app from your device, however this will not delete your registered digital identity.

Before deleting the myGovID app, ensure your email address is up to date as this email is associated with your digital identity. If you decide to reinstall in future, you will need to use this email address to set up again.

To discuss deleting your myGovID so it can no longer be used, contact our support line.

For more about how your information is collected, stored and used refer to the:

• myGovID privacy notice
• myGovID privacy policy.

You can use the native screen reader on your device to set up your myGovID.

Screen reader functionality is progressively being rolled out to the myGovID app, with more screens to come. It is currently available for most common screens, including the login screen, dashboard, verifying your birth certificate and Medicare card.

To enable screen reader functionality on your Apple device, turn on VoiceOver in Settings. To do this:

• open Settings
• select General (if required on your device)
• select Accessibilty
• turn on VoiceOver.

To enable screen reader functionality on your Android device, turn on TalkBack in Settings. To do this:

• open Settings
• select Accessibility
• select TalkBack
• switch the toggle to On.

Note: The TalkBack screen reader feature is part of the Android Accessibility Suite app. Some users may need to download this app from the Google Play Store to enable TalkBack.

For online security and to help protect your identity, your myGovID will expire on a specific device if you haven’t used it for an extended period.

You may receive a push notification to let you know that your myGovID is about to expire. You can enable push notifications in the Settings of your myGovID app to ensure you receive a reminder before your myGovID expires.

To continue using myGovID on this device, open your myGovID app. This will automatically renew your myGovID on this device for a further two years.

If you no longer use your 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.