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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 details are captured incorrectly, you can 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 documents.

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 The visa on your foreign passport was revoked when you became an Australian citizen.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.

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.

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.

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 on another device, you must use the same myGovID email address and we recommend using the identity documents you previously used.

Your myGovID is unique to you and if you set up using a different email address, this could lock your myGovID.

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

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. This is currently available on Apple devices (Android coming soon).

Screen reader functionality is progressively being rolled out to the myGovID app. This means you can use it with the most common screens, including to verify your Australian birth certificate and Medicare card, with more screens to come.

To enable screen reader functionality, turn on VoiceOver in your Apple device settings.

To do this:

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

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.

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).

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 Create a myGovID to set up your myGovID again. You will need to use your latest myGovID email address. 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.

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 6.00pm, Monday to Friday
• 10.00am and 2.00pm, Saturday.

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 6.00pm, Monday to Friday
• 10.00am and 2.00pm, Saturday.

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.