​Why can’t I access my MyGov account?​

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Sometimes accessing your myGov account can be a challenge—whether it’s due to a forgotten password, a verification code that never arrives, outdated contact details, or changes to login methods, such as the removal of secret questions. Technical issues may also play a role, like using an outdated browser, cached data, cookies, or even temporary lockouts after multiple failed attempts. In this article, we explain the most common causes and how to resolve them so you can get back into your account without complications.​

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✏️ Before you start:

 

Have your myGov username/email, your mobile phone (if you use SMS or the code generator app), and an updated browser ready.​

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Step 1: Open your browser and go to my.gov.au.

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Step 2: Click on Sign in.Step

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Step 3: Select your login method:

• Username + password (this can be your username, email, or registered mobile number)

• Digital ID

• Passkey

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Step 4: If you use username + password, enter them and click Continue.

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Step 5: Complete two-factor authentication (2FA):

• • SMS code: You’ll receive a 6-digit code on your registered mobile. If you’re overseas, make sure roaming is active and you’re using the same SIM.

  • myGov Code Generator app: Open the app and enter the temporary code shown (it refreshes every 30 seconds).

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Step 6: If you forgot your password, on the login screen select Forgot password, enter your email, username, or mobile number, and follow the instructions to reset it.

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Step 7: If you don’t receive the code:

• Check your mobile signal and restart your device.

• Clear your browser’s cache and cookies or try another browser.

• Switch to another login method (Digital ID, passkey, or code generator app).

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Step 8: If you previously used secret questions, note that they are no longer available for some services since October 2024. Update your login method to avoid issues.

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Step 9: If nothing works, call the myGov help service at 132 307, option 1 (during service hours) or use the digital assistant on the website.

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Helpful tips:

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• Always use a modern, updated browser.

• Make sure your device’s date and time are correct (this affects temporary codes).

• Avoid using incognito mode when setting up two-factor authentication.

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Still having trouble?

Send us a message and we’ll guide you step by step!