Error codes or messages

If you receive this error, select Continue and follow the steps to set up your myID again.

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:

• are unable to access or don’t remember the email address associated with your myID, contact our support line 
• have not previously verified this document, contact our support line for assistance.

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:

• check you’ve entered the details of your documents correctly and try again
• check the guidance for the document you are trying to verify at Verifying your ID documents 
• check the information at Error message 'Your name is different'.

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:

• used a shared email address – check it hasn’t been used to set up a myID already. You should use an email address that belongs only to you. Avoid using a business email address – if you change jobs you will no longer have access to that email address
• updated your myID email address – make sure you’re using the most recent one
• changed your name but not yet verified it within the app – you will need to reset your app and set up again using your original details. Once you verify a document in your new name, the app will prompt you to verify your name change. Once you do this, the app will recognise your new details.

You may receive this error code when verifying your photo. If the passport you verified:

• is more than 3 years expired or you have renewed it, and you
  • don’t require a Strong myID, you can skip the step to verify your photo
  • do require a Strong myID, you need to reset your app and set up again using the details from your new passport. We plan to streamline this process.
• is valid, your image may not match closely enough with your passport. If the service you want to access requires a Strong identity strength, you should contact the service to find out about alternative options.

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:

1. Force close the myID app
2. Check the time settings on your device are set to “automatic”
3. Turn off the Wi-Fi connection on your device
4. Enable mobile data (if possible)
5. Reopen the 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.

This error message means your myID cannot be authenticated. You need to contact our support line.

When verifying your photo, ensure you:

• have granted access to your device's camera
• are in a well-lit area
• remove anything that obscures your face, such as glasses
• have your eyes open and look at your screen
• hold your device still during the scanning process
• are close enough to your device – the screen will go from orange toned to green when you're in the right position.

If you receive an LIV error code, try to verify your photo again. Where the issue persists:

• check your internet connection – if you’re using wi-fi, try an alternative connection such as cellular or mobile broadband
• check you have a compatible device with a front-facing camera
• quit the app, wait 5 minutes and try again.

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:

• Check if there are any issues with your internet connection.
• If available, use an alternative internet connection (wi-fi, cellular or mobile broadband).

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:

• open Settings
• select Apps
• select myID
• select Storage
• select Clear the Cache and Data
• set up myID again with an alternative internet connection that is strong (wi-fi, cellular or mobile broadband).

Apple:

• open Settings
• select General
• select iPhone Storage
• select myID
• select Delete app and Confirm
• go to the App Store and reinstall the myID app
• set up myID again with an alternative internet connection that is reliable (wi-fi, cellular or mobile broadband).

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.

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, updated your birth record, or if your documents do not match for another reason, try the following methods.

Use an alternative document

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.

Update your documents to match

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.

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 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:

• select the pending document
• select Cancel on the ‘Confirm your name’ screen
• select Continue to confirm.

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:

• This email is taken – the email address you entered has already been used to set up a myID. 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 myID 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 myID on multiple devices with different identity strengths – check that you have the latest version of the app on all devices, then either use the device with the highest identity strength or upgrade your identity strength on the other device.
• You can’t update your email – you can only update your email once in a 24 hour period. If the message ‘Your identity cannot be verified’ is displayed, see Have you set up myID before?
• OID error – quit 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.

Your 4-digit login may have timed out or was entered incorrectly. Decline any existing code request screens in the myID app and try again.

If you continue to experience issues, close and restart your browser and app and try again – or alternatively, check accessing online services.

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:

• go to More in the myID app
• select Reset app
• set up myID again using your latest myID email address and re-verify your ID. We recommend using the documents you previously used.

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.