Can't Sign In to myGov? What to Try Before Calling
myGov is the doorway to Medicare, Centrelink, the ATO and other government services. When sign-in fails, the problem usually falls into one of a few buckets: forgotten details, missing codes, a changed phone, an app issue, or a service-linking problem. This guide helps you work out which one you are dealing with.
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Important: SettleAU cannot access, reset or verify a myGov account. Do not send us, or anyone else, your myGov password, sign-in code, TFN, Medicare number, passport details or identity documents. Use the official myGov and Services Australia links in this guide.
Start Here: Work Out What Is Actually Failing
Before you keep retrying the same screen, identify the exact point where myGov breaks. That saves time and helps if you need to call the helpdesk.
Use the official Forgot username path first.
Use the official Forgot password path and check which username, email or mobile you used.
Check whether you are using SMS, the myGov Code Generator app or an authenticator. Each recovery path is different.
This is usually a Centrelink, Medicare or ATO linking issue, not a myGov password issue.
If you are helping a parent, partner or friend, keep them with you while calling. The myGov helpdesk says it can only help with the account holder's own account.
If You Forgot Your Username, Password or Email
Forgot username
Use Forgot username on the myGov sign-in screen. The official myGov help page says to enter the email address registered to the account. If that email is registered, myGov sends the username there.
Forgot password
Use Forgot password on the sign-in screen. myGov lets you enter the detail you normally sign in with, such as username, email address or mobile number, depending on what you have turned on.
Forgot which email you used
Try the email addresses you may have registered by using the official username recovery path. Do not create a second myGov account just because you cannot remember the first one. Duplicate accounts can make linking Centrelink, Medicare or ATO harder later.
If Codes Are Not Working or You Changed Phones
myGov sign-in uses multifactor authentication. That may be SMS codes, the myGov Code Generator app or an authenticator. The fix depends on which option your account expects.
If you are overseas or changed SIM cards: SMS can become unreliable. Check the official myGov help for accessing myGov while overseas and consider whether your account is set up for a code generator or authenticator option before you travel next time.
SMS code not arriving
- Check the phone number is still active and has reception.
- Check blocked messages, spam filters and any dual-SIM settings.
- Wait a few minutes before requesting another code.
- If you no longer have that phone number, use the official recovery options or call the helpdesk.
Code Generator or authenticator app issue
If you can still sign in, update your sign-in settings while you have access. If you cannot access the app or authenticator at all, use the official account recovery options. myGov also has a Digital ID recovery path using myID for some users.
If You Can Sign In But Cannot Link Centrelink, Medicare or ATO
Getting into myGov is only step one. Each linked service has its own identity checks. A myGov account does not automatically mean Centrelink, Medicare or the ATO are linked.
Centrelink
To link Centrelink, your myGov name must match your Centrelink record. Services Australia also has separate guides for linking with a CRN, a linking code, Centrelink identity verification or Digital ID. If you are a new migrant and have no Centrelink history, you may need to get a CRN first.
Medicare
If you recently enrolled in Medicare, wait until you have your Medicare number or interim number. If the online link fails, check that your name, date of birth and address match your Medicare record.
ATO
For tax, you usually need your TFN and enough identity details to link ATO online services. If your TFN letter has not arrived yet, finish the TFN step first and keep your application receipt.
When to Call the myGov Helpdesk
Call the Online Services Support Hotline on 132 307 and select option 1 for myGov if you still cannot sign in after using the official recovery options. The myGov helpdesk can help with signing in and using your account.
Have these details ready before calling:
- Your full name and date of birth.
- The email address or mobile number you think is attached to the account.
- Which sign-in option is failing: password, SMS, app code, authenticator or Digital ID.
- The exact wording of any error message.
- The service you are trying to use: Centrelink, Medicare, ATO or something else.
If your issue is only with a linked service after you successfully sign in, the myGov helpdesk may send you to that service's support line instead.
Safety Checks Before You Try Again
myGov accounts are sensitive because they can connect to tax, Medicare, Centrelink and other personal records. Treat sign-in problems carefully.
- Type my.gov.au into the browser yourself instead of clicking links in texts or emails.
- Do not give anyone your myGov code, even if they say they are helping.
- Do not email screenshots that show your TFN, Medicare number, CRN, passport or visa details.
- If an email or text creates urgency about your myGov account, stop and check the official myGov scams page first.
- If you think someone accessed your account, use official myGov security guidance and call the helpdesk.
New to Australia and still setting up?
myGov is only one piece. Use the first-month checklist to work through phone, bank, TFN, Medicare, myGov, Centrelink and rental paperwork in a sensible order.