Need help?

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 at Verifying your identity documents.

If you continue to experience issues contact our support line.

See also:

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

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.

You are receiving this message as your identity document has already been used to set up a myGovID.

To keep your personal information safe and ensure the integrity of your myGovID, your identity document can only be used once to set up a myGovID.

If you:

• have previously verified this document, you’ll need to delete and reinstall the myGovID app and set it up again using the email address associated with your myGovID. If you need to update your email address, you can do this after you have set up your myGovID again.
• are unable to access 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 myGovID password is made up of 10 or more characters and would include at least:

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

If you’ve forgotten your password, select I forgot my password on the login 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 changed your email address in your myGovID app, make sure you are using the most recent one.

For a faster and easier log in without needing to remember a password, you can use the security features in your device such as fingerprint or face. To enable these features, turn on biometric functions in your device Settings and then in your myGovID app Settings.

There are two ways to change your email address depending on your circumstances.

Have access to your myGovID app

Go to My identity in your myGovID app. You should always use a personal email address that only you have access to. If your myGovID is set up on multiple devices, you’ll need to update the app on all devices before updating your email address.

Do not have access to your myGovID app and email address

If you have uninstalled the myGovID app and no longer have access to the email address associated with your myGovID, you will not be able to update your email address. You will need to contact our support line for assistance. Do not set up your myGovID again using a different email address as this could lock your myGovID app.

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, you may need to meet additional eligibility requirements.

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

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.

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.

For help with each identity document visit Verifying your identity documents.

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.

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.

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 Verifying your identity documents. 

If you continue to experience issues contact our support line.

See also:

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

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.

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.

There are two ways to change your email address depending on your circumstances.

Have access to your myGovID app

Go to My identity in your myGovID app. You should always use a personal email address that only you have access to.

If your myGovID is set up on multiple devices, you’ll need to update the app on all devices before changing your email address.

Do not have access to your myGovID app and email address

If you have uninstalled the myGovID app and no longer have access to the email address associated with your myGovID, you will not be able to change your email address. You will need to contact our support line for assistance. Do not set up your myGovID again using a different email address as this could lock your myGovID app.

You can only change your email address once in a 24-hour period. If you’ve received the message:

• 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.

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

If you decide to delete the myGovID app, ensure your email address is up to date as this is the email is associated with your digital identity, and you’ll need it in case you decide to use your myGovID again.

To access your digital identity again, install the myGovID app with the email address associated with your myGovID.

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.

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.

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 that your myGovID is different to your myGov account.

If you continue to experience issues contact our support line.

Your myGovID password is made up of 10 or more characters and would include at least:

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

If you’ve forgotten your password, select I forgot my password on the login 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 changed your email address in your myGovID app, make sure you are using the most recent one.

For a faster and easier log in without needing to remember a password, you can use the security features in your device such as fingerprint or face. To enable these features, turn on biometric functions in your device Settings and then in your myGovID app Settings.

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 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.

This error occurs when you’ve set up your myGovID on multiple devices and you haven’t updated to the latest version of the app on all devices before changing your email address. To continue using myGovID on this device, ensure you’re using the latest version of the app and then set up your myGovID again.

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).

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.

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.

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 Where to use it.

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.

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

If you’ve encountered an error with your identity documents while setting up, see Verifying your identity documents.

If you’ve encountered an error using myGovID, see Accessing online services 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.

All times are local unless otherwise specified.

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

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.

All times are local unless otherwise specified.

International callers can contact the ATO by phoning +61 2 6216 1111 (switchboard) between 8.00am to 5.00pm AEDT 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 Security.

We are continuously working to improve the myGovID app. You can help us do this by providing feedback.