Need help?

When setting up your myGovID, your name needs to match on both of your Australian identity documents.

If you’re receiving the message ‘Your name is different’, the following actions may help to resolve 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, you’ll need to either:

• use alternative documents that match
• update your identity documents to match.

Use an alternative identity document

Check if you have alternative documents that match. If so, you can use these to set up your myGovID.

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 provider to check if they can resolve the mismatch. 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.

Check your myGovID ‘identity details’ are correct

If you have multiple first or surnames, check this is reflected correctly in Identity details, located under My identity in your myGovID app. If this is not reflected, contact our support line.

Your identity documents have already been used to set up a myGovID.

You’ll need to set up your myGovID again using the same email address you used initially. Delete and reinstall your myGovID app before trying to set up myGovID again.

If you are no longer able to access your email address, contact our support line.

This error message means there has been an issue verifying your documents online.

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

Try the following actions to help resolve this issue.

• Check you have entered or scanned the details of your identity documents correctly and try again. You can edit your details if they’re captured incorrectly when scanning your document, 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 below:
  • What if my Australian driver’s licence details are not accepted?
  • What if my Australian passport details are not accepted?
  • What if my Medicare card details are not accepted?
  • What if my Australian visa details are not accepted?
  • What if my Australian birth certificate details are not accepted?

If you continue to experience issues contact our support line.

See also:

•    What if I get a message ‘Your name is different’?

Select I forgot my password on the myGovID app login screen.

You’ll need to prove your identity again using the same email address and identity documents you used when you initially set up your myGovID

Your myGovID is unique to you.

Currently, only one email can be associated with the documents you verified when setting up your myGovID. This means you shouldn’t set up your myGovID again using a different email address. 

If you have tried to set up myGovID again using a different email address, contact our support line.

See also:

• I no longer have access to the email address I used to set up myGovID

If you no longer have access to your email address, but you still have access to your myGovID app, you can continue using it to login to government online services.

If you no longer have access to your myGovID app, 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.

If you continue to experience issues, try the following actions.

Android users:

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

Once you have done this, 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.

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

Yes. You will need your own compatible smart device to use myGovID. Your myGovID belongs to you and cannot be shared. A desktop or browser-based authentication will not be supported.

myGovID uses the security and identification features in your smart device, such as password, fingerprint or face verification. This protects your identity and helps stop other people accessing your information.

The myGovID app is compatible with smart devices using the latest operating system and the previous two versions. Improving functionality as new operating systems become available provides users with improved capability and security enhancements. While users are still able to use the myGovID app on devices running an older operating system, they may experience bugs or errors during their activity.

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

• iOS 11 or later on Apple devices
• Android 8.0 or later. This excludes devices that use the Android Go operating systems, such as Android One.

Yes. Once you've set up your myGovID on one device, you can install the myGovID app and be logged in to it on multiple devices.

You'll need to verify your identity documents again with the same email address when installing the myGovID app on another device.

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

Although you can use your myGovID on multiple devices, you only need one myGovID as it is unique to you.

You can only have one myGovID as it is unique to you, but you can use it on multiple devices. You can use your myGovID for personal or business matters, or both. 

You will need to install the myGovID app on your new device and prove your identity again with the same email address and identity documents.

The myGovID app is free to download from the App Store or Google Play.

Your myGovID is used to log in to selected government online services.

Once you are logged in, the timing of your session will depend on the service you are accessing and how long you remain active. Usually, 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 What can I use it for?

The myGovID website has support materials to assist you. This information will be updated as myGovID extends to more government online services.

If you’ve encountered an error with your identity documents while setting up, see Proving your identity in the left hand menu on this page.

If you’ve encountered an error using myGovID, see Using myGovID 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 (AEST) Saturday and Sunday.

All times are local unless otherwise specified.

While myGovID and myGov sound similar, they’re not the same:

• myGovID is an app that you download to your smart device. It’s a secure digital identity used to prove who you are when you log in to government online services.
• myGov is the front door to a range of government online services. Your account lets you link and access personal government online services from the one place.

In future, you’ll be able to use your myGovID to log in to online personal services, such as your myGov account.

The identity strength of your myGovID depends on which government online service you want to access.

To set up a Standard myGovID you need two of the following Australian identity documents:

• driver’s licence
• passport
• birth certificate
• visa (using your foreign passport)
• citizenship certificate
• ImmiCard
• Medicare card - once you verify one of the documents above in the app, you'll have the option to add your Medicare card.

A Basic identity strength allows you to access some participating government online services.

In the future, you'll be able to use other identity documents.

See also:

• How do I get set up?

If your details are not accepted, check:

• that you’ve entered the details exactly as they appear
• the Registration number field – make sure you exclude any characters, such as a slash or the year.

If you’ve changed your name, you may need to check that your document provider has updated your birth record. For example, if you changed your name in a different state to what you were born in, your birth record may not have been updated.    

Your birth certificate cannot be verified online if it was issued in:

• NSW before 1952 and does not have a registration number
• QLD or TAS and only a single name appears on your certificate (either your given or family name)
• NSW, ACT, NT, SA or VIC and only your given name appears on your certificate
• certain SA districts.

You’ll need to use an alternative identity document to set up your myGovID or may be able to apply for a new birth certificate through your document provider.

If you’re still experiencing issues, see Verifying your birth certificate. You’ll find examples of Australian birth certificates and information specific to the state or territory that issued it.

If you’re unable to verify your identity, you will be able to achieve a Basic identity strength using your name, date of birth, and email address. This will allow you to access some government online services.

Depending on the government agency you're dealing with, the identity proofing requirements may be different. For a full list of services see What can I use it for?

If you are trying to access services offered by the Australian Taxation Office, see  Accessing online services with myGovID and RAM on the ATO website.

If you’re having trouble 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 is no blur, shadow or glare.

You can edit your details if they’re captured incorrectly when scanning your document, by selecting Edit in your myGovID app (located in the top right hand corner).

If you continue to experience issues, try entering your document details manually.

If your Medicare card details are not accepted, check:

• you’re scanning your card with all edges visible in the image and there is no blur, shadow or glare
• your date of birth has been entered correctly
• the colour of your card is correct – you can choose from green (default), blue or yellow
• your name has been entered exactly as it appears on your card – you can add an extra name field if required
• your expiry date has been entered correctly
• you're using the current version of your card, for example you may have received a new card because you have a new family member
• you have selected the correct Individual reference number, located next to your name on the card.

Your Medicare card cannot be verified online if it has been reported as lost or stolen.

If you continue to experience issues, phone our support line on 1300 287 539 (select option 2 for myGovID enquiries) between 8.00am and 6.00pm AEST, Monday to Friday.

If your Australian driver's licence details are not accepted, check:

• you’re scanning your licence with all edges visible in the image and there is no blur, shadow or glare
• you've entered your middle name correctly. It should be entered in full unless your:
  • middle name is not on your licence – leave the Middle name field blank
  • licence has an initial for your middle name – you may only need to enter this in the Middle name field (excludes Victorian licences)
  • licence has two initials for your middle name – only enter the full name of the first initial on the Middle name field
• if you have a single name – you've entered it in either the First name or Family name field.
• you're entering your name as it appears on your licence, up to the name character limits (First name – 20 characters, Middle name – 20 characters, Family name – 40 characters). This includes licences which only show part of your name and truncated names (indicated with a ‘TN’ on the licence for some states or territories).
• if you had a change of name (resulting from marriage) in NSW before 2006, contact your document provider to update your details.

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

Your driver’s licence cannot be verified online if:

• it has been cancelled, refused or is no longer active. A driver’s licence is no longer active if it is held in another state or territory or has expired in ACT, TAS or SA
• you’re using a WA extraordinary licence issued by a magistrate to allow limited use of your vehicle.

In these cases, you’ll need to use an alternative identity documents to set up your myGovID.

Check you have entered your name exactly as it appears on the passport.

If you have:

• two given names on your passport, enter both in the Given names field
• only one name on your passport, enter the name in the Family name field and leave the Given names field blank
• more than 31 characters in your given name or family name, enter as many full names as fit into the the character limit and then use initials for those that can't be included in their entirety.

If you continue to experience issues, phone our support line on 1300 287 539 (select option 2 for myGovID enquiries) between 8.00am and 6.00pm, Monday to Friday.

You can’t use your passport if it has been cancelled (replaced, reported lost or stolen) or expired for more than three years. In the future, you will be able to use other types of identity documents.

If 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 is revoked when you become an Australian citizen.

If your error code is 45047 (422), your identity documents have already been used to set up a myGovID.

You’ll need to set up your myGovID again using the same email address you used initially. Delete and reinstall your myGovID app before trying to set up your myGovID again.

If you are no longer able to access your email address, contact our support line.

In future, you’ll be able to change or update the email address associated with your myGovID.

When setting up your myGovID, your name needs to match on both of your Australian identity documents.

If you're receiving the message 'Your name is different', the following actions may help resolve your issue.

Verify a change in name

You may be able to verify a change of 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 your documents do not match for another reason, you’ll need to either:

• use alternative documents that match
• update your identity documents to match.

Use an alternative identity document

Check if you have alternative documents that match. If so, you can use these to set up your myGovID.  

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 provider to check if they can resolve the mismatch. 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 grey 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.

Check your myGovID ‘identity details’ are correct

If you have multiple first or surnames, check this is reflected in Identity details, located under My identity in your myGovID app. If this is not reflected, contact our support line.

This error message means that there has been an issue verifying your documents online.

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

Try the following actions to help resolve this issue.

• Check you have entered or scanned the details of your identity documents correctly and try again. You can edit your details if they’re captured incorrectly when scanning your document, 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 below:
  • What if my Australian driver’s licence details are not accepted?
  • What if my Australian passport details are not accepted?
  • What if my Medicare card details are not accepted?
  • What if my Australian visa details are not accepted?
  • What if my Australian birth certificate details are not accepted?

If you continue to experience issues contact our support line.

See also:

• What if I get a message ‘Your name is different’?

This error message means the personal details (name, date of birth, email address) you entered do not match the details you used when you set up your myGovID initially.

If you have:

• previously verified an identity document in your myGovID app, 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. If it has, you'll need to choose a different email address that only belongs to you.

You can use your Australian visa (including electronic visas) to set up your myGovID if you’re a permanent or temporary resident of Australia.

To verify your Australian visa online you’ll need to enter the details of your foreign passport in your myGovID app.

If you receive the error ‘could not verify’ check:

• the details on your foreign passport and Australian visa match – for example, you might have updated your passport details since last entering Australia or your name may appear differently on your passport to your visa
• you’ve converted any non-standard characters correctly   
• you’ve entered your date of birth in the order day/month/year (DD/MM/YYYY)
• you’ve entered the details from the passport you used to enter Australia.

If required, you can check your visa details online through the Department of Home Affairs.

Your Australian visa cannot be verified online if:

• it was issued before 1 July 1990
• it’s expired, cancelled or has been re-issued
• it doesn’t display your full date of birth (day, month and year)
• you recently received Australian citizenship – you can use your Australian citizenship certificate to verify your identity
• you’re a temporary resident not living in Australia.

See also:

• What if I get the message ‘Your name is different’?

You can use your Australian citizenship certificate to set up your myGovID, this includes:

• declaratory certificate of citizenship
• citizenship by descent extract (issued from 1 July 2007)
• citizenship by adoption extract (issued from 1 July 2007)
• extract from register of citizenship by descent (issued from 23 November 1984 to 30 June 2007)
• extract from Register of Births (issued from 26 January 1949 to 22 November 1984).

If you receive the error ‘could not verify’, check

• your certificate displays your full date of birth – if it doesn’t, you will not be able to verify your document online
• you’ve entered your name exactly as it appears on your certificate
• you’ve entered your date of birth in the order day/month/year (DD/MM/YYYY)
• you’ve entered the correct Document ID – if there is an ID on the back, you should try that first. Some certificates may title this differently for example Stock number, CAS number, Evidence number, Client ID, Extract number and Entry number or have no title (this number can be found either on the back of the certificate, or on the front of the certificate in the top right-hand corner or bottom left-hand corner).
• you haven’t used any spaces, brackets, full stops or the abbreviations ‘No’ or ‘Vol’ when entering your Document ID. For example, if your Document ID was E.F.(2)No12345, you would enter it as EF212345.
• you’ve joined the Extract number and Entry number (extract from Register of Births, citizenship by descent extract and citizenship by adoption extract only) with a ‘/’when entering your Document ID. For example, if your Extract number was 123 and Entry number 456, you would enter it as 123/456.

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

You can use your ImmiCard to set up your myGovID, this includes:

• Evidence of Immigration Status (EIS) ImmiCard
• Australian Migration Status (AMS) ImmiCard
• Permanent Resident Evidence (PRE) ImmiCard
• Residence Determination ImmiCard (RDI) ImmiCard.

If you receive the error ‘could not verify’, check:

• your ImmiCard displays your full date of birth - if it doesn’t, you will not be able to verify your document online
• you’ve entered your name exactly as it appears on your ImmiCard
• you’ve entered your date of birth in the order day/month/year (DD/MM/YYYY)
• you haven’t used any spaces when entering your ImmiCard number – you should only use the three letters and six numbers, for example ABC123456.

You don’t require mobile phone coverage, however you do require an internet connection. Your myGovID needs an internet connection just like when accessing other government online services.

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.

Click I forgot my password on the myGovID app login screen. You will need to prove your identity again using the same email address and identity documents.

You can enable the security features in your device such as fingerprint or face, which can be used as an alternative to your password.

However, you will still need a password in case your fingerprint or face security features are not working or if you choose not to enable this feature.

Currently, only one email can be associated with the documents you used to set up your myGovID.

In future, you will be able to change or update the email address associated with your myGovID.

If you no longer have access to your email address, you can continue to use your myGovID to login to government online services if you still have access to your myGovID app.

You should not delete your myGovID app if you have changed your email address since setting up your myGovID. If you no longer have the myGovID app installed on your smart device you will be unable to recover your identity and use your myGovID to log in to a government online service.

In future, you will be able to change or update the email address associated with your myGovID.

If you have bookmarked the myGovID login page, delete the bookmark and close the browser. Open a new browser and begin at the service you were trying to access.

Each time you log in to a government online service using your myGovID you are provided with a four digit code that you will need to enter and accept in your myGovID app.

When using the same browser, a ‘Remember me’ option is available which means you don’t need to enter your email address and the four digit code will be automatically pre-filled in your app for you to accept.

If you receive a message that no myGovID with your email address can be found (error code CR1000), make sure your email address is entered correctly and matches the one you used to set up your myGovID. (Note that your myGovID is different to your myGov account.)

If you continue to experience issues phone our support line on 1300 287 539 (select option 2 for myGovID enquiries) between 8.00am and 6.00pm AEST, Monday to Friday.

It may be that your login has timed out in your internet browser. Decline any existing code request screens in the myGovID app and try again.

You can delete the myGovID app from your device. This prevents access to your digital identity on your device, while your information remains safe and secure.

The information you provided when setting up your myGovID remains active after you delete the app, so you can reinstall and use your myGovID again.

When reinstalling you’ll need to verify your identity documents again with the same email address.

If you would like to discuss deactivating your myGovID so it can't be used, phone our support line on 1300 287 539 and select option 2.

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

• myGovID privacy notice
• myGovID privacy policy.

There is no time limit to the life of your myGovID. In future, you may be required to verify your identity again if your myGovID has not been used for an extended period of time.

The myGovID app works the same regardless of the device you are using, for example Android or Apple. However, the security features available on your device may be different. myGovID uses the security features in your device, such as fingerprint or face, to protect your identity and stop other people accessing your information.

myGovID is currently only supported on a compatible smart device and will be required to access online services. Businesses may need to adjust workplace policies to enable use of the smart device to log on to an online service.

It is important to note that myGovID enables a user to log on to an online service from any browser and device that is supported by that online service (for example, Firefox, Chrome, PC, laptop or tablet). The smart device is only required for the log on step.

For information on this question see myGovID – claiming deductions for phone and internet expenses on the ATO website.

Setting up your myGovID on multiple devices does not affect the authorisations you have been assigned in RAM.

Currently, myGovID is only available to Australian business owners.

Find out more about simplified GST registration.

myGovID is accredited under the:

• Australian Trusted Digital Identity Framework which strictly controls how your identity data is collected, stored and used.
• Gatekeeper Public Key Infrastructure Framework which governs how the Australian Government uses digital keys and certificates to assure the identity of subscribers to authentication services. 

myGovID uses encryption and cryptographic technology as well as the security features in your device – such as fingerprint, face or password. This is to protect your identity and help stop other people accessing your information.

For more information see How secure is it?

Your myGovID belongs to you – don’t share it with others.

Sharing your myGovID will enable others to access to your personal data across services such as tax and health.

To ensure the security of your identity it is your responsibility to protect your details.

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 6.00pm AEST, Monday to Friday.

International callers can contact the ATO by phoning +61 2 6216 1111 (switchboard) between 8.00am to 5.00pm AEST and request for your call to be transferred to the myGovID support line.

For more info and tips about myGovID security and staying safe online security read How secure is it?