myGov sign in help

I forgot my username

Your username may be one of these:

• your unique 8 digit myGov username, emailed to you when you created your account
• the email address registered to your myGov account
• your mobile number, if you’ve set it up as a username.

If you can’t remember your myGov username, select Forgot username on the sign in screen. Enter the email address you registered to your myGov account and we’ll send you your username.

I forgot my email address

You can identify your email address by selecting Forgot username and entering your email address. If the email address is registered to a myGov account, we’ll send you your myGov username.

If you don't know these usernames and you can't remember your email address, or no longer have access to that email address, you’ll need to create a new account. If you want to use the same email address as your old account, you can contact the myGov helpdesk.

You can use your Digital ID or your passkey, if created, to sign in to your account.

I forgot my password

Select Forgot password on the sign in screen. Enter your email address, myGov username or mobile number, if you’ve set it up as a username, and we’ll send you a code to sign in and change your password.

You can use your Digital ID or your passkey, if created, to sign in to your account.

I can’t access the myGov Code Generator app

If you can’t get a code from the myGov Code Generator app and don’t have a 2 factor authentication backup, you can:

• use your Digital ID or
• your passkey, if created, to sign in to your account.

If you can’t use Digital ID or passkeys to sign in you’ll need to create a new account. If you want to use the same email address as your old account, you can contact the myGov helpdesk.

I can’t answer my secret questions

If you can’t answer your first secret question, you'll get a different secret question to answer.

Your account will be locked if you enter the wrong answer too many times.

If you can’t answer the question, select I can’t answer my secret question on the Answer your secret question page. You can use Digital ID to sign in or your passkey, if created, to sign in to your account.

If you can’t use Digital ID or passkeys to sign in you’ll need to create a new account. If you want to use the same email address as your old account, you can contact the myGov helpdesk.

I didn’t get my code sent by SMS to my mobile number

If you didn’t get the code sent by SMS to your mobile, you can:

• check your phone signal as there may be poor reception
• try turning your phone off and on again
• try updating the software version on your mobile
• check if your phone has enough storage to receive messages
• check your blocked, junk or spam folders on your phone.

If you can’t get codes sent by SMS, select I didn’t get my code. You can use Digital ID to sign in or your passkey, if created to sign in to your account. If you can’t use Digital ID or passkeys to sign in you’ll need to create a new account. If you want to use the same email address as your old account, you can contact the myGov helpdesk.

I need help using my passkeys

If your passkey isn’t working as expected, try these tips including:

• check you are connected to the internet
• turn your device off and then on again
• check your device for any updates
• check your old passkey has been deleted from your password manager.

Syncing passkeys

When you create a passkey on a device, your password manager may sync your passkey so it is available on your other devices.

If you have devices with different password managers, you’ll need to create a passkey on each device you’d like to use to sign in to myGov.

Check your password manager to see if your passkey is synced with your other devices.

If you lose your device

If you lose your trusted device you used to create your passkey, try these tips to sign in using another option:

• use another trusted device that can access a synced passkey
• use your back up passkeys
• use your myGov sign in details if your password is turned on
• use Digital ID if connected
• if your Digital ID is not connected, you can recover your account by setting up Digital ID with Strong identity strength
• if you have set up the myGov app you can access and manage your sign in settings in the myGov app.

If you can’t sign in to myGov you’ll need to create a new myGov account and link your services again. If you want to use the same email address, you’ll need to contact the myGov helpdesk.

Sharing passkeys

Some password managers will let you share passkeys with others.

Don’t share your myGov passkey, password, myGov PIN or myGov app PIN with anyone.

I need to unlock my account

Your account may be locked if you enter your password incorrectly too many times.

You won’t be able to sign in to your myGov account using your Digital ID, passkey or app until you unlock your account.

If your account is locked, follow these steps:

1. Enter your myGov username or email address, and password on the sign in page.
2. Select Unlock your account now.
3. Enter your security code.
4. Answer your secret question.
5. Enter your new password, then re-enter your new password. Select Confirm.

Once you’ve unlocked your account, keep it secure by completing tasks in the security review section of your myGov account. Find out more about how you can protect your myGov account.