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 or watch the 'Create a myGov account opens in a new window' video.

  1. Click the Create a myGov account button on the sign in page.
  2. Read and accept the myGov terms of use.
  3. Enter and confirm your email address.
  4. Create a password.
  5. Choose your three secret questions and answers.
  6. We will give you 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.

Can I use my australia.gov.au account?

Your australia.gov.au account has been replaced by myGov as part of the Australian Government's enhancement of online services. You can use your australia.gov.au ID and password to sign in to myGov. When you sign in for the first time you will be asked to accept the new Terms of Use. If you don't accept them, you will no longer be able to use this service.

This enhancement is part of the Australian Government's myGov project to investigate ways to improve individuals' ease of use and access to government services. Previously, the Department of Finance and Deregulation managed the australia.gov.au authenticated service, with the Department of Human Services assisting as its service provider. The Department of Human Services will now take full management responsibility for the provision of authenticated services through myGov.

The transfer of management responsibility from the Department of Finance and Deregulation to the Department of Human Services will not involve the transfer of responsibility for any personal information. This is because all australia.gov.au accounts, for which DHS will become responsible, are anonymous accounts and the information held in these anonymous australia.gov.au accounts cannot be linked to an individual whose identity is apparent, nor is the information sufficient to reasonably ascertain the account user's identity.

The information that you provided to australia.gov.au will be used by the Department of Human Services for the same purpose as it was used by the Department of Finance and Deregulation.

Forgotten your myGov username?

If you forget your username, click the Forgotten your myGov username link and follow the steps shown. We will send you a recovery code to your email address or mobile phone. This code will expire in 30 minutes and is case sensitive. If you do not use it within this time, you will have to get another recovery code.

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 enter your username, answer your secret questions and create and confirm a new password. If your account is locked because you entered the wrong password four times 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, Centrelink, Child Support, the Personally Controlled eHealth Record System and the Department of Veterans' Affairs. More member services will be available over the coming months.

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 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 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 or mobile phone number?

Go to Settings and click the username recovery edit icon and change your mobile phone number or email address.

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?

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 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.