Help is available every step of the way.
Where can I go or who can I talk to for additional support?
The myGovID website has the best support material to assist you. This information will continuously be improved as myGovID extends to more government online services.
If you’ve encountered an error during setup with your identity documents, see Proving your identity on this Need help? page.
If you’ve encountered an error using myGovID, see Using myGovID on this Need help? page.
If you still need to speak with us, you can contact our support line on 1300 287 539 (select option 2 for myGovID enquiries) between 8am and 6pm, Monday to Friday.
How much does myGovID cost?
The myGovID app is free to download from the Apple App store.
What devices can I use myGovID on?
You can currently only access on iPhone 6 or above.
In future, myGovID will be available on Android.
Can I set up multiple myGovIDs on the same device?
No, once you have downloaded the app you are only able to set up and use the one myGovID on that device.
What if I lose my phone or get a new one?
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.
How old do I need to be to get a myGovID?
You need to be at least 13 years old.
Can I use myGovID on multiple devices?
Yes, you can download the myGovID app and be logged in to your myGovID on multiple devices (currently available on iPhone 6 or above).
You will need to verify your identity again with the same email address and identity documents when installing the myGovID app on another device.
For security purposes, you will receive an email letting you know your myGovID is active on another device.
What if my Medicare card details are not accepted?
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
- your name has been entered exactly as it appears on your card – you can add an extra name field if your name requires this
- 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 number next to your name on the card. For example, if there are three names listed and yours is the third, you have selected 3 in the dropdown field.
What if my Australian driver licence details are not accepted?
If your Australian driver 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
- if your licence only has an initial for your middle name, you may need to enter your full middle name to successfully match
- you have left the Middle name field blank if your middle name does not appear on your card
- if you have a single name, you have entered it in either the First name or Surname field and entered a full stop ‘.’ in the other blank name field
- if your licence has been cancelled, refused or is no longer active, if this is the case it will not verify – a driver’s licence that is no longer active is one where the holder holds a licence in another state or territory or the licence has expired in ACT, TAS or SA
- if you’re using an ACT licence with a truncated name (indicated with a ‘TN’ on the card) as it will not verify
- if you’re using a WA Extraordinary licence, issued by a magistrate to allow limited use of your vehicle, it will not verify.
What can I do if my Australian passport details are not accepted?
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 name/s field.
If you have only one name on your passport, enter the name in the Family name field and leave the Given name/s field blank.
You can’t use your passport if it has been cancelled (replaced, reported lost or stolen) or expired for more than three years.
What if I receive an error message ‘Unable to verify’ after entering my identity document details?
If you receive this message your identity documents have already been used to set up a myGovID using a different email address.
You need to uninstall and reinstall the app and prove your identity again using the same email address and identity documents you used previously.
If you are no longer able to access your email address you can’t set up your myGovID at this time.
If you are sure you have not previously set up a myGovID, contact the ATO on 1300 287 539 and select option 2.
What if I receive an error message ‘Max attempt’ after entering my identity document details?
There are two reasons why you will receive this message.
The first reason is that you have made five unsuccessful attempts to prove your identity document.
- check the questions above to make sure you entered your information correctly
- wait 24 hours and try again
- choose a different identity document to verify.
The second reason may be that your name across each of your identity documents does not match. Your name needs to match across all of your identity documents in order to set up a myGovID.
If there’s a mismatch in your names, contact your document providers to see if you can fix the mismatch. For example, you may be able to update your Medicare card if you have changed your name.
In future, the myGovID app will support more complex identity verification, for example, by accepting a change of name document to allow for two last names.
My name doesn’t match on my identity documents – what do I do?
Your name needs to match across all of your identity documents in order to set up a myGovID.
Contact your document providers to see if you can resolve the mismatch in name. For example, you may be able to update your Medicare card to reflect a change in name.
In future, the myGovID app will support more complex identity verification. For example, by accepting a change of name document to allow for two last names.
What identity documents do I need to set up a myGovID?
The identity documents you need will depend on which government online service you want to use your myGovID to access.
Currently, to set up a standard myGovID you will need two of the following identity documents:
- Australian driver’s licence
- Medicare card
- Australian passport
In future, you will be able to use other identity documents.
I have received a ‘system error’ or ‘system unavailable’ message - what do I do?
If you receive either of these messages close, and reopen the app and try again.
If this does not work, uninstall and reinstall the app and prove your identity again using the same email address and identity documents you used previously.
If you continue to experience issues, make a note of the exact error message and contact the ATO on 1300 287 539 and select option 2.
What if my Australian identity document won’t scan?
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.
If you continue to experience issues, try entering your document details manually.
I have forgotten my password – what do I do?
Select ‘I forgot my password’ on the login screen in the app. You will need to prove your identity again using the same email address and identity documents.
If you prefer, you can enable the security features in your device such as fingerprint or face, which can be used as an alternative to your password.
You will still need your password in case your fingerprint or face security features are not working.
Do I still need a password if I have enabled fingerprint or face security features on my device?
Yes, you will still need to set up a password in case your fingerprint or face security features are not working.
Can I delete myGovID?
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.
If you would like to discuss deactivating your myGovID so it cannot be used, contact the ATO on 1300 287 539 and select option 2.
For more information about how your information is collected, stored and used refer to:
Can I change my email?
Currently, only one email can be associated with the documents you used to prove your identity.
In future, you will be able to change or update the email address associated with your myGovID.
How do I find out when new features are available in the myGovID app?
We will update the myGovID website as new features become available.
I no longer have access to the email address I used to create my myGovID – does that matter?
You can continue to use your email address to login to government online services if you still have access to your myGovID app.
However, if you no longer have the myGovID app installed on your device you will be unable to recover your identity. This means you will no longer be able to use your myGovID to log in to a service.
In future, you will be able to change or update the email address associated with your myGovID.
I am trying to log in to a government online service but haven’t received a code in my app – what can I do?
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.
I am getting an error message that no myGovID with my email address can be found – what do I do?
Make sure the email address is entered correctly and matches the one you used to set up your myGovID.
If you continue to experience issues contact the ATO on 1300 287 539 and select option 2.
I am getting a message that the reference code provided is incorrect – what do I do?
It may be that your login has timed out in your internet browser. Decline any existing code request screens in the myGovID app.
I already have an AUSkey; do I need a myGovID as well?
Together, myGovID and RAM will replace AUSkey in March 2020, offering a more flexible and mobile authorisation solution.
During the myGovID and RAM public beta, you will still be able to use your AUSkey should you choose to do so.
While we’re working on myGovID and RAM, AUSkey will continue to be available and supported.
Can I use myGovID as a non-resident to lodge my simplified GST?
During the trial myGovID is only available to business owners in Australia.
Find out more about simplified GST registration.
Can I share my myGovID?
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.
What makes myGovID secure and is my privacy protected?
myGovID is accredited under the Australian Trusted Digital Identity Framework which strictly controls how your identity data is collected, stored and used.
myGovID uses the security features in your device, such as fingerprint or face, to protect your identity and stop other people accessing your information.
For more information see How secure is it?
What do I do if I suspect someone has inappropriately accessed my personal information in myGovID?
myGovID offers a greater level of security with identity document verification, compared to username & 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 8am and 6pm, 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?
I have received an ‘Authentication failed’ message – what do I do?
If you receive this message there is already an existing myGovID with the same email address.
If you share this email address (for example, because it is a family email address), confirm that it hasn’t already been used to set up a myGovID.
If the email address:
- has already been used you need to use a different email address to create your myGovID
- hasn’t been used to set up a myGovID yet, contact the ATO on 1300 287 539 and select option 2.