Slowness when verifying your identity documents
Where you experience a delay when verifying an identity document, leave your app open while it verifies your identity document. This process could take up to 15 minutes.
If the app times out, force quit the app and wait 20 minutes before logging in again. When you log in again, check if your identity document has verified:
- if successful, the document will no longer appear in the list of documents that can be verified
- if unsuccessful, try verifying it again, keeping in mind this may take up to 15 minutes.
If you continue to experience issues, force quit the app and try again later.
If you don’t have the required identity documents
When you don’t have the required identity documents to set up a Standard myGovID, you can set up a Basic identity strength using your name, date of birth, and email address. This will allow you to access some government online services.
To access services offered by the Australian Taxation Office using a Basic myGovID, see Accessing online services with myGovID and RAM on the ATO website.
Verifying your identity documents
If you're experiencing issues verifying any of your identity documents, you can find support at Verifying your identity.
Verifying your photo
Verifying your photo and Strong identity strength are new features which are currently in public beta. This means we’re testing and continuing to improve the technology.
Verifying your photo is optional. Verifying your photo helps to better protect your identity and when used to set up a Strong myGovID, it allows you to access more services online. With a Strong myGovID, you can access services from the convenience of your own home – anywhere, anytime. But you still have the choice to call or visit a government shopfront in person.
To verify your photo, you need to take a photo (a selfie) in the myGovID app. The technology checks that you are present and taking the photo, as it is trained to look for signs of fraud. Completing the one-off face scanning process checks you’re:
- a real person – it looks for impersonation attempts, for example it recognises videos, photos or masks
- the right person – it compares your image to your existing passport record
- verifying in real-time – that you’re there at the time the image is captured.
Verifying your photo (using face verification) is different to the built-in technology in your device like Face ID. Built-in technology like Face ID stores your image and compares your face each time you use the technology to unlock your smart device or log in to your apps. Verifying your photo is a one-off check that compares your face with the photograph on your passport to confirm your identity. It’s like an in-person identification check, but it’s completed in your app. After this one-off check, your photo is deleted and not used for surveillance. Verifying your photo to set up a Strong myGovID better protects your identity and allows you to access more services.
Your myGovID is controlled by you and protected by the Australian government. When using government online services, your information isn’t shared without your permission.
If you’re experiencing issues verifying your photo, you can find support at Verifying your identity
If you receive an error code while verifying your photo, check ‘Error codes or messages’ in Help.
You can help us improve the myGovID app by providing your feedback.
Experiencing issues while verifying your photo
Verifying your photo and Strong identity strength are new features which are currently in public beta. This means we're testing and continuing to improve the technology. Verifying your photo is optional.
If you're using an Android device and experience issues during the face verification process, force quit the app and try again.
Dual citizenship - verifying your passport
Where you’re a dual citizen with both an Australian and foreign passport, you can only verify your identity using your Australian passport. The visa on your foreign passport was revoked when you became an Australian citizen.
Where you're a dual citizen with two foreign passports, you will need to verify the passport that you used to enter Australia.