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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.

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.

When scanning your Australian identity documents, check:

• you’re using the latest version of the myGovID app
• all edges of your document are visible in the image
• there’s no blur, shadow or glare.

If the app doesn’t capture enough of your details, it allows you to manually enter them.

Where the app has captured your details incorrectly, you can manually update them by selecting Edit in your myGovID app (located in the top right-hand corner).

Alternatively, you can enter your document details manually.

If you're experiencing issues verifying any of your identity documents, you can find support at Verifying your identity.

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.

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.

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.

Your myGovID app is only used to prove your identity when logging into or accessing an online service. Online services are not available within the myGovID app. You will still need to access online services through your browser.

When accessing an online service with your myGovID, you will need to enter your myGovID email address. You can select ‘Remember me’ to make logging in faster and easier in future. A four-digit code will appear in your browser – enter and/or accept this code in your myGovID app.

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

• iOS 12 or later on Apple devices
• Android 9.0 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've uninstalled the myGovID app but still have access to the email address associated with your myGovID, you'll need to set up again using that email address before updating your email
• you've 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
• your email address appears as 'locked' in your app, see Error messages or issues when updating your email address.

You can install and set up the myGovID app on multiple devices.

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

• enter your latest myGovID email address – setting up with a different email address could lock your myGovID
• re-verify your identity – we recommend using the identity documents you previously used.

When you transfer your myGovID app from another device you need to re-verify your identity. Where you’ve transferred your app and not re-verified your identity, you will receive an error when trying to access participating services. To resolve this, you need to select Reset app within your myGovID app’s Settings and then re-verify your identity following the above instructions.

For security purposes, you'll receive an email letting you know your myGovID is active on another device.

Each time you set up your myGovID, its identity strength is unique to that device. This means if you set up multiple myGovID’s the identity strength will only reflect what 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.

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.

Your Medicare account and COVID-19 vaccine certificate are accessed through myGov. They are not available within the myGovID app.

You can use your myGovID app to sign in to your myGov account when connected. You will still need to go to my.gov.au to sign in.

You can now connect your myGovID to your myGov account and use it to sign in to your myGov account. To find out how to connect your myGovID see Using myGovID with myGov.

If you've bookmarked a myGovID log in page, delete the bookmark and close the browser. Open a new browser and begin at the service you were trying to access.

Once you're logged in, the timing of your session will depend on the service you're accessing and how long you remain active. If you're inactive for a certain amount of time you will automatically be asked to log in again.  

For a list of participating government online services see Where to use it.

You don’t need mobile phone coverage to use the myGovID app; however, you do require an internet connection.

If you don’t have internet coverage to your smart device but you do have access to internet to interact online, connect your smart device to that same internet to use your myGovID.

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 five 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 or scanned the details of your identity documents correctly and try again. You can edit your scanned details, by selecting Edit in your myGovID app (located in the top right hand corner).
• 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'

When setting up your myGovID, your name needs to match on both of 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 (Tasmania, South Australia, the Northern Territory and the Australian Capital Territory 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 driver’s 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 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.

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.

Your four digit log in 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 try again.

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

If you have:

• previously verified an identity document, set up using the email address associated with your myGovID and enter the same personal details from this document when completing the Personal Details step
• 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
• updated your myGovID email address, make sure you’re using the most recent one.

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

Check the following if you’re experiencing issues or if your email address is ‘locked’:

• 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.

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 alternate internet connection that is strong (wi-fi, cellular or mobile broadband).

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. You can help us by providing your feedback.

You have the option to verify your photo after you’ve verified your passport. In future, we will expand the identity documents you can use to verify your photo.

To verify your photo, you need to grant the myGovID app access to your device’s camera.

When the process starts, ensure you:

• 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.

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

• check your internet connection
• check you have a compatible device with a front-facing camera
• quit the app, wait five minutes and try again.

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.

Check you’re using the latest version of myGovID on all devices on which you use the app.

Select I am an existing user to set up your myGovID again. You will need to use your latest myGovID email address. Follow the prompts to enter your latest myGovID email address and re-verify your identity. We recommend using the same identity documents used previously.

Where you’ve received error STA000001, 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.

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.

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.

When verifying your photo, if the passport you verified is now more than three years expired or you’ve renewed it you may experience issues. If this applies to you 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. In future, we will streamline this process.

If the passport you verified is valid and you continue to experience this error, your image may not match closely enough with your passport. Where this is the case, you should check with the service provider for alternative options to access the service.

The myGovID website has support materials to assist you and is updated regularly.

If you’ve received an error:

• with your identity documents while setting up, see Verifying your identity documents
• using myGovID, see Error codes and messages in the left-hand menu on this page.

If you still need to speak with us, you can phone our support line on 1300 287 539 (select option 2 for myGovID enquiries) between:

• 8.00am and 8.00pm, Monday to Friday
• 10.00am and 4.00pm, Saturday and Sunday.

International callers can phone the ATO switchboard on + 61 2 6216 1111 between 8.00am and 5.00pm AEST and request your call to be transferred to the myGovID support line.

All times are local unless otherwise specified.

On Australian public holidays our contact centres are closed throughout Australia. With state public holidays, only those states affected will be closed.

myGovID offers a greater level of security with identity document verification, compared to username and password credentials and SMS verification codes.

However, if you suspect someone has inappropriately accessed your personal information in myGovID, you need to report this immediately.

Contact our support line on 1300 287 539 (select option 2 for myGovID enquiries) between:

• 8.00am and 8.00pm, Monday to Friday
• 10.00am and 4.00pm, Saturday and Sunday.

International callers can phone the ATO switchboard on + 61 2 6216 1111 between 8.00am and 5.00pm AEST and request your call to be transferred to the myGovID support line.

All times are local unless otherwise specified.

On Australian national public holidays our contact centres are closed throughout Australia. With state public holidays, only those states affected will be closed.

For more info and tips about myGovID security and staying safe online security read Security.

We are continuously working to improve the myGovID app. You can help us do this by providing feedback. If you've experienced an issue or error, provide as much detail as possible as this helps us investigate.