How to recover your myGovID (including on the same device, multiple or new devices)

To recover your myGovID, open the myGovID app and select I am an existing user. Follow the prompts to:

• Enter your latest myGovID email address

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TIP: Not sure which email you used?

• Search noreply@mygovid.gov.au in your email accounts for a recent myGovID notification
• If your myGovID is already set up on another device, use it to update your myGovID email address
• Still not sure? Contact the myGovID support line. Using the wrong email address will lock your myGovID on all devices and you’ll be unable to use it

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• Re-verify your identity – we recommend using the identity documents you previously used to set up you myGovID

For security purposes, you’ll receive a notification on all your myGovID devices as well as an email letting you know your myGovID is active on another device. Turn on notifications in your app Settings to ensure you receive notifications. You can view you myGovID setup history in your app.

I can’t achieve a Strong identity strength

Check if a Strong identity strength is required for the online service you’re wanting to access – most services (Online Services for Business included) accept a Standard identity strength.

If a Strong identity strength is required and you’re unable to achieve this, you should contact the relevant service you want to access to find out about alternative options.

Due to current legislation requirements, you must have an Australian passport to verify your photo to reach a Strong identity strength. In future, you may be able to use more more identity documents to verify your photo.

You can find support for verifying your identity documents or photo.

How to update your details in the myGovID app

To update your details in the myGovID app, your identity strength needs to match the highest level you’ve achieved.

For example, if you have a Basic identity strength on the device you’re using but previously achieved a Standard identity strength on another device, you need to increase your identity strength.

Access the My identity screen at the bottom of the app. To update your:

• myGovID email – select myGovID email and follow the prompts. Find out more about updating your email here.
• Name – you can select a different name when using a verified identity document, or you may be able to verify a name change with a change of name certificate (TAS, SA, NT and ACT only) or marriage certificate. You’ll be prompted to enter the details of your certificate once you
  • Verify an identity document you haven’t verified yet that’s issued in your new name
  • Reset your app, set up your myGovID again using the same email address and previous name, and verify an identity document with your new name
• Date of birth – if you
  • entered an incorrect date of birth when completing your personal details, verify a document with the correct date and it will update automatically
  • verified an identity document with an incorrect date of birth, you need to contact the myGovID support line

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 (TAS, SA, NT and ACT 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 the myGovID support line

Update your identity documents to match

If you need to update your name on any 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 drivers 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

The service I need isn’t in the myGovID app

Government online services cannot be accessed from within the myGovID app.

The myGovID app lets you securely prove who you are when accessing a government online service, such a myGov.

Access a service with your myGovID by going to the login page of the service you want to access or via the list of participating services.

Use you myGovID app to access over 140 government online services. One login method for many services.