Need Help?

Click Need Help in the top right hand corner of the page you are on, or scroll through the complete list of help topics below.

How do I create a myGov account?

Follow the steps below:

  1. Click the 'Create a myGov account' button on the sign in page.
  2. On the 'Create a myGov account' page, enter your email address then read and accept the terms of use, before clicking 'Next'.
  3. A confirmation code will be sent to your email.
  4. Enter your confirmation code.
  5. Set up your account by providing your mobile phone number and entering and confirming a password.
  6. Choose three secret questions and answers.
  7. We will generate a username for your account.

Username

Your username identifies your account and will be emailed to you when you create your account. Make sure you keep it in a safe place.

Creating a password

Your password needs to be at least 7 characters long and have at least one number. Do not repeat the same character or have sequential characters (e.g. AAAA or 1234). You can also use any of the following characters: ! @ # $ % ^ & *.

Make sure your password isn't easy to guess and keep it safe. If you forget your password select the Forgotten your password link on the myGov sign in page to create a new one.

Forgotten your myGov username?

If you forget your username, click the Forgotten your myGov username link and enter the email address you use for myGov. We will send your myGov username to your email address or mobile phone. If you have chosen to receive your username via SMS and it doesn't arrive, check your email account.

Forgotten your password?

If you forget your password, click on the Forgotten your password link and follow the steps shown. We will ask you to:

  1. enter your username
  2. retrieve your confirmation code from either your mobile phone or email.
  3. enter your confirmation code
  4. answer one of your secret questions, and
  5. create and confirm a new password.

If your account is locked you will need to contact us.

Secret questions and answers

Your three secret questions and answers help to keep your account secure. You can choose to use the suggested questions or create your own. If you create your own secret questions, pick ones that you can answer easily and which other people are unlikely to know.

Why does myGov need an email address?

We need you to give us an email address when you create a myGov account so that we can send you a recovery code if you forget your username. This will save you the trouble of having to create a new account or contacting us for help. You must have an email address that is not shared by another person to open a myGov account.

How do I create my own email address?

Your Internet Service Provider may provide you with an email address or you can create a free web-based email address through one of the popular search engines. To find out more about creating an email address type create email account in your search engine and read some of the results.

How do I sign in to myGov?

On the Sign in page type in your username and password and click the Sign in button. You will then be asked to answer one of your secret questions to protect the security of your account.

What are myGov member services?

Member services are Australian Government programs that offer online services through myGov. These include:

  • Medicare
  • Australian Taxation Office
  • Centrelink
  • Australian JobSearch
  • Personally Controlled eHealth Record System
  • Child Support
  • Department of Veterans' Affairs; and
  • National Disability Insurance Scheme.

What myGov member services should I link to?

You will get the most benefit from using myGov if you link to all the services you need. For example, if you want to do your Medicare claims online, link to Medicare. And there may be others services that you need such as Centrelink or Child Support.

How do I unlink a member service?

If you no longer wish to have your myGov account linked to a member service, go to the Services page and click the unlink icon next to the service you wish to remove. Unlinking a service means you may not be able to use online services.

What is the Personally Controlled eHealth Record System?

The Personally Controlled eHealth Record System gives you access to an electronic summary of your health records known as your eHealth record. For more information visit the e-Health Frequently Asked Questions opens in a new window.

Where do I find my account settings?

Clicking the Settings button on your home page will take you to Settings where you can manage your account settings.

How do I change my password?

Go to Settings and click on the Password green pen icon edit icon. You will need to enter your old password, then create and confirm your new one. To help protect your myGov account, create a strong password, see Creating a password.

How do I change my secret questions or add a new secret question?

Go to Settings and click the Secret questions green pen icon edit icon. You will now see the Manage Secret Questions screen. Select a different secret question from the list of suggested questions or create your own, delete your old answer and type in the new one.

How do I update my email address?

You can have two email addresses on your myGov account: a security email address that is unique to every myGov account, and an email address you can have notifications sent to for any correspondence received in your myGov Inbox.

To change your security email address, go to Settings and click the Security contact details edit icon green pen icon next to your security contact email address and change your email address. A confirmation code will be sent to your email address. You will need to then enter this confirmation code to complete the process.

To change your Inbox notification preference email address, go to Settings and choose the Inbox Preferences tab. Click the edit icon green pen icon next to your notification details and change your inbox notification email address. Confirm your email address and click 'Next' to complete the process.

How do I update my mobile number?

You can have two mobile phone numbers on your myGov account: a security mobile phone number that is used to receive myGov security codes, and a mobile phone number you can have notifications sent to for any correspondence received in your myGov Inbox.

To change your security mobile phone number, go to Settings and click the edit icon green pen icon next to your security contact mobile phone number. A confirmation code will be sent to that mobile phone number via SMS. You will need to then enter this confirmation code to complete the process.

To change your Inbox notification preference mobile phone number, go to Settings and choose the Inbox Preferences tab. Click the edit icon green pen icon next to your notification details and change your inbox notification mobile phone number. Click 'Next' to complete the process.

What happens if I can't remember my secret question answers?

You are allowed five attempts at answering your secret question. Then, if you have not answered correctly, myGov locks your account for 12 hours to protect it from unauthorised use. If you still cannot remember the answers to your secret questions, you will need to create a new myGov account. This is done to make sure your information is safe.

What is a recovery code?

A recovery code is sent to you when you tell us that you have forgotten your username. It can be sent by email or SMS.

My email address isn't recognised by myGov

Check that the email address you are using is the current one for your myGov account. If myGov still doesn't recognise the email address, contact us.

How do I sign out of myGov?

To sign out securely click the Sign out option at the top right hand corner of the page.

Deleting your account

You can delete your account by clicking on the Delete your account button on the Settings page. A Delete your account screen will appear and show your online accounts. Check the I wish to delete my account and remove access to member services box. Then click the Next button.

You will no longer be able to use online member services through myGov.

For more information

Click the links that appear at the bottom of every page.

About myGov, Privacy, Security, Terms of use, Contact us, Accessibility, Availability, Browsers, Copyright

How do I change how I am notified of new messages?

In the Inbox Preference tab on the Settings page you can choose between either an SMS or email notification. You can also manage the mobile phone number or email address used here. Select the green pen icon edit icon on the Notifications option.

If your account is linked to Centrelink, please make sure you also update your Centrelink notification preference by accessing the Electronic Messaging and Letters section in your linked Centrelink service.

What is a 'Notification preference'?

It is your preferred way to receive a notification from myGov when you have new messages in you Inbox.

This is set up when you create an account or sign into your existing account. You can choose between an email or SMS. It can be the same email address or mobile phone number you provided when you created your account, but this can be different if you choose. Notification preferences can be updated and changed at any time in the 'Inbox Preferences' tab on the account settings page.

Do I have to use my account recovery email address or mobile phone number for Inbox notifications?

No, you can choose a different mobile phone number or email address for your notifications if you would like.

Can I print and save my messages?

Yes, you can print the Message screen through your browser and print or save any attachments or links to websites with important information.

Can I reply to messages from my Inbox?

No, your Inbox is not an email account and there is no reply feature. If you need to contact a member service, go to 'Contact us' in the main menu.

Can I delete messages in my Inbox?

Yes, you can select messages and move them to your Trash folder.

I accidently moved my message to the Trash. Can I move it back to my Inbox?

Yes, you can select the message from the Trash folder and move it back to your Inbox.

How often should I check my Inbox?

You need to keep up to date with your Inbox messages. To help keep you up to date you will receive either a SMS or email notification if there are new messages for you in your Inbox. Each of your linked services has their own processes if the messages are not read and actioned.

How long will my messages stay in my Inbox or Trash folder?

The length of time your messages stay available depends on the expiry date set by the member service who sent you the message. Refer to your linked member services for more information.

Who do I contact if I have an issue with the Inbox or my messages?

Before contacting the help desk, please ensure you are using the most recent version of Adobe Reader.

If you have an issue with the Inbox, please contact the myGov help desk on 13 23 07 to report the issue.

If you have an issue with one of your messages, please contact the relevant member service. For member service contact details, go to 'Contact us' in the main menu.

I have a myGov account that is not linked to Medicare. How do I manage my subscription to Medicare messages in my Inbox?

When you choose to link your myGov account to Medicare you will be automatically subscribed to receive eligible Medicare letters online as messages through your Inbox. Medicare will send a message to your Inbox to let you know when the subscription has occurred.

If you do not want to continue to receive your letters in your Inbox, simply access the 'Medicare letters online' section in your linked Medicare service and change your preference to 'Send my letters to my postal address'.

I have an existing myGov account already linked to Medicare. How do I manage my subscription to Medicare messages in my Inbox?

When you next sign into your myGov account you will be prompted to accept the updated terms of use and set your notification preference. You will then be automatically subscribed to receive eligible Medicare letters online as messages through your Inbox. Medicare will send a message to your Inbox to let you know when the subscription has occurred.

If you do not want to continue to receive your letters in your Inbox, simply access the 'Medicare letters online' section in your linked Medicare service and change your preference to 'Send my letters to my postal address'.

I have a myGov account that is not linked to the Australian Taxation Office (ATO). How do I manage my subscription to ATO messages in my Inbox?

When you choose to link your myGov account to the ATO, you will automatically be subscribed to receive eligible letters online as messages through your Inbox. You will receive a welcome message from the ATO in your myGov Inbox to confirm the service is enabled.

I have an existing myGov account already linked to the Australian Taxation Office (ATO). How do I manage my subscription to ATO messages in my Inbox?

By linking the ATO and accepting the ATO myGov terms and conditions, you agree to use your myGov Inbox as your designated electronic address for the ATO. You will receive a welcome message from the ATO in your myGov Inbox to confirm the service is enabled.

If you have circumstances where you need to receive your ATO mail through the post, call ATO on 13 28 61 and select option 5.

I have a myGov account that is not linked to Centrelink. How do I manage my subscription to Centrelink messages in my Inbox?

When you choose to link your myGov account to Centrelink, if you have level three access to your Centrelink online account, you will be automatically subscribed to receive Centrelink letters online as messages through your Inbox. Your notification preference will be sent to Centrelink so that they can let you know when you have new messages from them in your Inbox.

Centrelink will send you either an email or SMS (depending on your notification preference) to let you know when the subscription has occurred. Over the following day or so you will also receive a message in your Inbox from Centrelink about your subscription.

If you were already registered for the Centrelink letters online service, any letters you had access to will be moved into your Inbox and will no longer be available within the Centrelink online service. You will still be able to access your Centrelink letters through the Express Plus mobile apps.

If you do not want to receive your letters online in your Inbox, simply access the 'Electronic Messaging and Letters' section in your linked Centrelink service to change your mail preference.

I have a myGov account that is already linked to Centrelink. How do I manage my subscription to Centrelink messages in my Inbox?

When you next sign into your myGov account you will be prompted to accept the updated terms of use and set your notification preference. Your notification preference will be sent to Centrelink so that they can let you know when you have new messages from them in your Inbox. If you have level three access to your Centrelink online account, you will be automatically subscribed to receive eligible Centrelink letters online as messages through your Inbox.

Centrelink will send you either an email or SMS (depending on your notification preference) to let you know when the subscription has occurred. Over the following day or so you will also receive a message in your Inbox from Centrelink about your subscription.

If you were already registered for the Centrelink letters online service, any letters you had access to will be moved into your Inbox and will no longer be available within the Centrelink online service. You will still be able to access your Centrelink letters through the Express Plus mobile apps.

If you do not want to continue to receive your letters online as messages in your Inbox, simply access the 'Electronic Messaging and Letters' section in your linked Centrelink service to change your mail preference.

What does 'level three access to my Centrelink account' mean?

Centrelink has access levels which determine the services you can use online. Each service has a level assigned depending on the sensitivity of the information it contains. The more sensitive the detail, the higher the level of access you will need. Most online account options are available with access level three, including receiving letters online as messages in your Inbox. Read more about access levels for your Centrelink online account opens in a new window.

I have a myGov account that is not linked to Child Support. How do I manage my subscription to Child Support messages in my Inbox?

When you choose to link your myGov account to Child Support, you will be automatically subscribed to receive Child Support letters online as messages through your Inbox. Child Support will send a message to your Inbox to let you know when the subscription has occurred.

If you were already registered for the Child Support letters online service, any letters you had access to will be moved into your Inbox. The first letters to move across will be the last five days of unread letters. The remaining letters will be moved over the following days. These letters will no longer be available within the Child Support online service.

If you do not want to continue to receive your letters online as messages in your Inbox, simply contact Child Support through the 'Send us a message' feature in your linked Child Support service to request your mail preference to be changed.

I have a myGov account that is already linked to Child Support. How do I manage my subscription to Child Support messages in my Inbox?

When you next sign into your account you will be prompted to accept the updated terms of use and set your notification preference. You will then be automatically subscribed to receive Child Support letters online as messages through your Inbox. Child Support will send a message to your Inbox to let you know when the subscription has occurred.

If you were already registered for the Child Support letters online service, any letters you had access to will be moved into your Inbox. The first letters to move across will be the last five days of unread letters. The remaining letters will be moved over the following days. These letters will no longer be available within the Child Support online service.

If you do not want to continue to receive your letters online as messages in your Inbox, simply contact Child Support through the 'Send us a message' feature in your linked Child Support service to change your mail preference.

What is Inbox forwarding and how does it work?

What is the Inbox forwarding trial?

We are conducting a trial, where you can have your myGov Inbox messages sent to a MyPost Digital Mailbox account.

Why is myGov conducting the trial?

The trial will explore whether there is value for government and for myGov account holders in having the choice to forward a copy of myGov messages to a separate digital mail service, such as MyPost Digital Mailbox.

How do I participate in the trial?

To participate in the trial, you will first need to register for a MyPost Digital Mailbox account at digitalmailbox.com.au opens in a new window.

The next step is to come back to your myGov account and go to 'Settings', then click on the 'Inbox Preferences' tab. Select the edit button on the Inbox forwarding option and follow the steps to forward your Inbox messages to your MyPost Digital Mailbox account.

Do I have to participate in the trial?

No. It is your choice if you would like to participate in the trial. You can also choose to opt out at any time.

Is the trial free?

Yes. There is no cost for you to participate in the trial.

Can I opt out of the trial at any time?

Yes. You can choose to opt out at any time.

How long does the Inbox forwarding trial go for?

The trial should be completed by early 2015 but this could change. We will let myGov account holders know when the trial is to be completed.

Why do I have to use MyPost Digital Mailbox in the trial?

The MyPost Digital Mailbox service meets the necessary government privacy and security standards for the purposes of this trial. If the trial is successful, other service providers may be available in the future.

What if I don't have a MyPost Digital Mailbox account?

MyPost Digital Mailbox is the only separate digital mail service approved for the trial. If you would like to register for a MyPost Digital Mailbox, please go to the website digitalmailbox.com.au opens in a new window. You will need to do this before you can participate in the trial.

How secure is MyPost Digital Mailbox?

MyPost Digital Mailbox has been assessed by the Australian Government Information Management Office and meets the necessary privacy and security standards for the trial.

The MyPost Digital Mailbox service is responsible for the security of all messages sent to their account holders digital mailboxes. Once your myGov messages are sent to your MyPost Digital Mailbox account, responsibility for the security of the messages rests with Australia Post and yourself. The MyPost Digital Mailbox Privacy Policy is at digitalmailbox.com.au opens in a new window.

Where can I find out more about MyPost Digital Mailbox?

More information about MyPost Digital Mailbox can be found on the MyPost Digital Mailbox website digitalmailbox.com.au opens in a new window.

Why can't I just have my mail sent to my personal email address?

We take your information security very, very seriously which is why we can only send you myGov messages in a secure digital mail facility. Unfortunately, general email does not meet our security requirements to protect your personal information.

Will myGov capture any personal information about me during the trial?

To make it possible for your messages to be forwarded to your MyPost Digital MailBox we need to create a record of the MyPost Digital MailBox account you have nominated. Non-identifying information will also be captured for management information and evaluation purposes.

This information cannot be used to identify you or your MyPost Digital MailBox account.

Will MyPost Digital MailBox staff be able to access my Inbox or myGov account?

No. MyPost Digital MailBox staff will not be able to access your myGov Inbox or account. The information forwarded from your Inbox to your MyPost Digital MailBox account will be protected in accordance with the MyPost Digital MailBox Privacy Policy. You can view this policy at digitalmailbox.com.au opens in a new window.

How do I turn Inbox forwarding on or off?

It is very easy. Go to 'Settings', and then click on the 'Inbox Preferences' tab. Select the edit button on the Inbox forwarding option and follow the steps.

I have Inbox forwarding on so why are my messages still in my Inbox?

The myGov Inbox retains copies of your messages to make sure you can access them when the trial is completed.

Which messages will be sent to my MyPost Digital Mailbox account?

Your MyPost Digital Mailbox account will receive messages sent to your Inbox after you turned Inbox forwarding on. When the Inbox receives messages we will check the date provided by the member service. For your convenience, if they are dated within the last seven days, we will forward a copy to your MyPost Digital Mailbox account. To view any other messages you will need to access your myGov Inbox.

I have Inbox forwarding on so why am I still being notified of messages in my Inbox?

We need to tell you when your member services have sent you a message. As a result, your myGov Inbox will continue to receive messages, notify you when new messages are available and forward them to your MyPost Digital Mailbox account during the trial.

I have read my messages in my MyPost Digital Mailbox account so why aren't they marked as read in the Inbox?

As it is only a trial, there is no 'read' synchronisation between your myGov Inbox and your MyPost Digital Mailbox account.

What should I do if I have turned on Inbox forwarding and my messages don't arrive in my MyPost Digital Mailbox account?

If we know there is a problem with sending your message to your MyPost Digital Mailbox account, we will send you a message letting you know you should check your myGov Inbox. If you think something is missing, please check your messages in your myGov Inbox to make sure you do not miss anything important. If this problem reoccurs or you cannot access your messages, please contact the myGov help desk. Details can be found on the contact us opens in a new windowpage.