Top enquiries

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

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 on the current device.

Access the My identity screen at the bottom of the 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 to 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.

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 I am an existing user. 

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 select Reset app and follow the prompts or the above instructions.

For security purposes, you'll receive a notification on all your myID devices, 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 your myID setup history  in your app.

Check if a Standard identity strength is required for the online service you’re wanting to access. Some services accept a Basic identity strength.

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

You can find support for verifying your ID documents.

Check if a Strong identity strength is required for the online service you’re wanting to access. Most services accept a Standard identity strength. 

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

Currently, you must have an Australian passport to verify your photo and reach a Strong identity strength. In future, you will be able to use more documents to verify your photo.

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

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 level identity strength when updating your email address.

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.

You can use the native screen reader on your device to set up myID.

Screen reader functionality is progressively being rolled out to the myID app, with more screens to come. It is currently available for most common screens, including the login screen, dashboard, verifying your birth certificate and Medicare card.

To enable screen reader functionality on your Apple device:

• open Settings
• select General (if required on your device)
• select Accessibility
• turn on VoiceOver.

To enable screen reader functionality on your Android device:

• open Settings
• select Accessibility
• select TalkBack
• switch the toggle to On.

The TalkBack screen reader feature is part of the Android Accessibility Suite app. You may need to download this app from the Google Play Store to enable TalkBack.