Common questions and issues setting up your Digital ID (myID)

Below are a set of Frequently Asked Questions about setting up myID.

On this page:

What is a digital ID (myID) and how do I get one?

A digital ID (myID) is a safe, secure and convenient way to prove who you are online to access government online services. You can get the myID app for your mobile device from the Apple App Store and Google Play.

Further reading: Learn about digital ID for accessing DEWR online services.

I can’t verify my identity documents in the myID app

Verifying your identity is required for access to government systems. You won’t be able to verify your identity documents if your name doesn’t match across your identity documents or you don’t have sufficient identity documents required to set up your myID.

The most important requirement when setting up your myID, is to ensure your name matches your identity documents.

Further reading: Visit myID for more information about verifying your identity.

Troubleshooting common myID setup issues

Use your full legal name when setting up your myID

When setting up your myID, you need to enter your full legal name (as recorded on your identity documents) and then verify at least two of your Australian identity documents (your name must match on both). For example, Christine Jones, not Chris Jones.

Further reading: Visit myID for more information about verifying your identity.

Updating your identity documents to match your current name

Ensure the identity documents you are using to verify your identity in the myID app have your current name. If you’ve recently changed your name, you may need to contact the identity document issuer to get your name updated.

Common identity documents that may need updating are your Medicare card and driver’s licence.

Further reading: Visit myID for more information about verifying your identity and Error message 'Your name is different'.

Identity documents that can be used if your name changed

If your name doesn’t match across your identity documents, you may be able to verify your name change using a change of name certificate (TAS, SA, NT and ACT only) or a marriage certificate.

Further reading: Visit myID for information about verifying your name change using a marriage certificate or a change of name certificate.

How to change your name in the myID app to match your identity documents

If you can’t verify your identity documents because you entered your name incorrectly into the myID app, then you need to reset your myID app and enter your full name:

  1. Open your myID app
  2. Go to Settings
  3. Tap Reset app
  4. Re-open the app and set-up your myID with the correct name
  5. Verify at least two identity documents (required to achieve a Standard identity strength)

Further reading: Visit myID and see Error message 'Your name is different'.

You set up your myID again with a new email address and can’t verify your identity documents

Your identity documents are linked to the original email address you used to set up your myID and cannot be used to setup a myID with a new email address.

If you want to use an alternative personal email address, you need to update your email address from within the myID app using your original email address.

See the topic below on: Updating your email address in the myID app.

I can’t set up a Strong myID to link my business online in RAM

Some individuals cannot achieve a Strong identity strength because they don’t have an Australian passport, which is required. However, to access our services, all you require is a myID with a Standard identity strength.

If you’re a principal authority who is listed on the ABN in the Australian Business Register (ABR), a Strong identity strength allows you to link to an ABN online in RAM.

If you’re unable to achieve a Strong identity strength, you can still link by contacting RAM. Once linked, your authorisation type will display as indirect associate or responsible authority in RAM and is valid for up to 12 months.

Updating your myID email address – Troubleshooting tips

You should always use a personal email address in your myID app, that only you have access to. This is the email address you enter when logging in with myID.

If you setup your myID with a work or business email address and change jobs, you could lose access to your myID if you need to set it up again from a reset or install it on a new device.

You can only update your email address from within the app, if you need to change it to your personal email.

Below are some tips and workarounds if something went wrong.

Further reading: Visit myID for more information about Updating your myID email address.

How to update your email in the myID app

Firstly, do not reset your app. To update the email address in your myID app:

  1. Open the myID app
  2. Tap My Identity at the bottom
  3. Tap your current email
  4. Enter your new email

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.

Fix if you reset the myID app, created a new myID with a new email, then could not verify your identity documents

You will need to set up your myID again using your original myID email address as this is linked to the identity documents you previously verified.

Once you’re set up again, you can update your email address within the app.

Note: As your myID is unique to you, always use a personal email address.

To reset the app and set up your myID again using the email you originally used to set up your myID (if you still have access to it*):

  1. Open your myID app
  2. Tap Settings at the bottom
  3. Tap Reset app
  4. Re-open the myID app and set up using the original email address
  5. Verify at least two identity documents (required to achieve a Standard identity strength)
  6. Tap My Identity at the bottom
  7. Tap your current email
  8. Enter your new email

*If you don't have access to the original email account, you will need to contact myID support.

myID support cancelled my myID profile, I’ve set it up again and re-verified my identity documents, but now I can’t log in when I could before

In this case, your re-verified myID is interpreted by our systems as a brand-new digital ID. Any system you accessed before will be linked to the previous digital ID. This means you will need to re-setup your RAM authorisations and registrations to the department’s systems.

Getting access again with a new digital ID

To set-up access again, follow these steps:

RAM authorisations

  • Principal authority users - relink to your ABN in RAM
  • Authorisation administrators or authorised users - you will need a new RAM authorisation (with Custom or Full access to DEWR)

Employment providers using Workforce Australia Online for Providers, ESSWeb or CDP, and AASN Providers using ADMS

  • request a new eSAM invitation from your OSC
  • register a new eSAM account from the invitation

Employers using ADMS

  • Register a new account in ADMS with your Digital ID

Employers using Workforce Australia Online for Businesses

Login with your Digital ID and create a new account.

I upgraded my mobile device recently

As new Apple and Android mobile devices hit the market, you might choose to upgrade your current device to a latest model. To ensure security, you need set up your myID again and re-verify your identity whenever you get a new mobile device, change your device or use your myID on multiple devices. Make sure you use your latest myID email address.

If your myID is already linked to a business in Relationship Authorisation Manager (RAM), this will not be affected, and you will retain your existing authorisation to access our online services.

Check out how to set up your myID again. If you’ve transferred your app, select Reset app within your myID app’s Settings before you start.

You can also view your myID setup history in your app to help manage your devices.

Who do I contact for myID support?

Visit myID to view information on how to set up your myID and find support on common issues.