Beta
We’ve updated the myID website.
During the beta, you can still access the legacy myID websiteExternal Link. In the case of any discrepancies, this website is the source of truth.
Guide to error codes and messages when setting up, managing or using your myID.
Published 9 May 2025
You are receiving this message because your document has already been used to set up a myID.
If you’ve previously verified this document, you’ll need to delete and reinstall the myID app, and set it up again using the current email address associated with your myID.
If you:
This error message means the details you’ve entered in the myID app couldn’t be verified with the document provider. For example, the details you’ve entered from your Medicare card don’t match the details held with Medicare.
After 5 unsuccessful attempts, the error message ‘Max attempts reached’ will display. You’ll need to wait 24 hours before trying again.
Try the following to verify your document:
If you continue to experience issues, contact our support line.
This error message means the personal details (name, date of birth, email address) you entered do not match existing details associated with your myID.
This may occur if you have:
You may receive this error code when verifying your photo. If the passport you verified:
Check you’ve entered the email address associated with your myID. If you changed your email address in the myID app, use the latest email address.
Remember, your myID is different to your myGov account – you may be using a different email address.
If you continue to experience issues contact our support line.
If you’ve received this error, ensure you have the latest version of the myID app. If not, you will need to manually update your app via the App Store or Google Play.
If you experience this error with the latest version of the myID app:
If the issue continues, try uninstalling and reinstalling the myID app using your mobile data. You will need to set up your myID again using your ID documents.
If the error persists, contact us.
When verifying your photo, ensure you:
If you receive an LIV error code, try to verify your photo again. Where the issue persists:
To find out how your information is collected, stored and used, see the myID privacy policy.
This error message means a connection issue has occurred – for example, your internet connection is not reliable.
Try the following:
Log out of your myID app and try again after 5 minutes.
If you receive this error code, check you’re using the latest version of the myID app and the latest version of your device’s operating system. Quit your myID app and try again.
Then check that your device’s time and date are set to automatic and that the language is set to English (Australia).
If you continue to experience issues, try the following actions to reset your app so you can set up again.
Android:
Apple:
When setting up your myID, your name needs to match on both of your Australian ID documents. If you receive the message ‘Your name is different’, the following actions may help to fix your issue.
You may be able to verify a change in name with a:
If you changed your name by deed poll, updated your birth record, or if your documents do not match for another reason, try the following methods.
Check if you have alternative documents that match your new name. If so, you can use these to set up myID. If you've already verified a document and you’re now unable to verify further documents due to a name change, you’ll need to call our support line.
If you need to update your name on a document, don’t verify it in the myID 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. If you need to update your birth certificate, contact the registrar of births, deaths and marriages in the state or territory you were born in.
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 myID app.
To check if you have a pending document select Increase identity strength and check if there are any documents that appear to be shaded. You need to cancel this pending document.
To cancel a pending document:
You can only change your email address once in a 24-hour period.
When updating your email address or selecting your myID email in your app, you may receive one of the following error messages:
If you continue to experience issues, contact our support line.
Check that your identity strength meets the minimum identity strength required to access this service. If it doesn’t, you need to increase your identity strength.
When you transfer your myID app from one device to another, you need to re-verify your ID.
If you have not re-verified your ID, you’ll receive the error ‘insufficient access’ or 'Strengthen your Digital Identity' when trying to access participating services.
To resolve this:
Find out more about Setting up your myID again.
This is to let you know your myID is active on another device.
For security purposes, you receive a notification on all your myID devices as well as an email when you set up your myID again. You can view a summary of your myID set up history under My devices in your app. To view all set ups select See all. Turn on notifications in your app to ensure you receive notifications when your myID is active on another device.
If you receive a notification or email when you haven’t set up your myID again, or find a device or record you don’t recognise, report this immediately by contacting the myID support line.
To protect your ID, your myID has expired due to inactivity in the last 2 years. This only affects your access on this specific device. Your myID profile remains active.
To continue using myID on this device, you need to re-verify your ID.
If you no longer need to use myID on this device, you don’t need to do anything. If your myID is set up on other devices, these will remain active, and you can continue using your myID on those devices.