Top enquiries

To update your email address in your myID app, go to My identity, select myID email and follow the prompts. You should always use a personal email address that only you have access to. Once updated, you need to use this email address when logging in with myID.

Where your myID is set up on multiple devices, make sure you update the app to the latest version on all devices and use the device with the highest identity strength to update your email.

For example, if you set up your myID to a Basic identity strength on your current device but previously set it to Standard on another device, you need to increase your identity strength on your current device.

If you:

• uninstalled the myID app but still have access to the email address associated with your myID, you need to set up again using that email address before updating your email
• uninstalled the myID app and no longer have access to the email address associated with your myID, you'll need to contact our support line 
• are unable to select your email address to update it, find support for when you get an error message or have issues.

Documents and services capture and display names in different ways. For example, a driver’s licence might only have your first name and surname, but your Medicare card might show first name, middle name and surname.

This also applies to online services. For example, your myGov account might only have your first name and surname but ATO might have first name, middle name and surname.

Your name in myID is taken from one of the documents you used to verify your ID. If you’d like to change it to align with the service you’re accessing, you can switch to the name used in another verified document:

1. Access My Identity from the Home screen of your app.
2. Select Identity details – a list of your verified documents with corresponding names will display.
3. Identify your preferred name and select Use this name.
4. Select Continue to confirm the update.

For security purposes, you’ll receive an email letting you know when changes are made to your myID.

There is no limit to the number of times you can switch between verified names.

If the name you wish to use isn’t available from a previously verified document, you may be able to verify a name change with a change of name certificate (in TAS, SA, NT and the ACT only) or marriage certificate. You’ll be prompted to enter the details of your certificate if you either:

• verify a document that’s in your new name and hasn’t been verified previously
• reset your app, set up your myID again using the same email address and previous name, and verify a document with your new name.

To update your details in the myID app, your ID strength needs to match the highest level you achieved before.

For example, if you set up your myID to a Basic ID strength on your device but previously set it to Standard on another device, you need to increase your ID strength on your current device.

Contact the myID support line immediately if you receive an email about a change you’re not aware of.

You are receiving this message because your document has already been used to set up a myID.

If you previously verified this document and still have access to your email account, select Reset myID and set up again using the email address shown as myID email.

If you haven’t verified this document before, don’t recognise the myID email shown, or no longer have access to your email account contact our support line for assistance.

If you have set up your myID before and want to set up your myID again on a new device, download the app and select Yes, I have used myID.

Follow the prompts to:

• Enter your latest myID email address. You can’t set up with a different email address. If you do, this will lock your myID and you’ll be unable to use it. If you still have access to your app on another device and need to change your email address, first go to How to update your details in the myID app.
• Re-verify your ID. We recommend using the documents you previously used to set up myID.

If you’ve transferred your app from another device and weren’t prompted to re-verify your identity, you will receive an error when attempting to access online services. To resolve this, select:

• More from your app dashboard, then
• Reset app and follow the prompts (or the above instructions).

Tip: Not sure which email you used?
Search for noreply@myid.gov.au in your email accounts for a recent notification. If your myID is already set up on another device, use it to check or update your myID email address. Still not sure? Contact our support line. Using the wrong email address will lock your myID on all devices and you’ll be unable to use it.

For security purposes, you'll receive a notification on all devices that have myID notifications enabled, and an email letting you know your myID is active on another device. Turn on notifications in your app to ensure you receive notifications. You can view a summary of yourmyID setup history under My devices.

Tip: Setting up on multiple devices

If you set up your myID on multiple devices, your identity strength is unique to each device, based on the documents you’ve verified on each individual device. For example, you could have one device with a Standard identity strength and another device with a Strong identity strength. We recommend that you have the same identity strength across all of your devices. To access an online service with your myID, the device you’re using needs to meet the minimum identity strength required by that service.

To update your details in the myID app, your ID strength needs to match the highest level you’ve achieved on any device.

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

Access My identity from the Home screen of your app. You can update your:

• Email address – Select myID email and follow the prompts. Find out more about updating your email.
• Name – You can select a different name when using a verified document, or you may be able to verify a name change with a change of name certificate (in TAS, SA, NT and ACT only) or marriage certificate. You’ll be prompted to enter the details of your certificate when you either 
  • verify a document that’s in your new name and hasn’t been verified previously
  • reset your app, set up your myID again using the same email address and previous name, and try verify a 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 a document which has an incorrect date of birth, you need to contact our support line.

You can’t update your address or phone number in the myID app as these details aren’t collected in the app.