MyGovID App Reviews

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Careful. It’s the worst thing I’ve been through. Once you put your information, you cannot deactivate your account or do anything! Not so clear why they made this app. Even apps that are made for scams are more clear than this one! Don’t waste your time.

Do you need an Aussie passport to get the “strong” account?. Seems like would have been good for Centrelink to call this out before I started this process

Will not open. I never get past the welcome splash because the app crashes every time. This leaves me unable to use Services Australia at all.

Broken. I can’t login to ATO portal because the app isn’t “up to date” however when I open to update the app is up to date.

Truly incompetent. An app that doesn’t work A failure to the size you would only ever see in government

No button to proceed after entering password. There is no button to proceed to the next screen after entering password during account creation...

Doesn’t work.. Like our government this is a waste of time around and around and around and around. Still no access for overseas Aussie’s. This is exactly a good example of how the Australian government works. A JOKE!!!!

The worst app in the world. Horrible app to use. Seriously bad customer service. Please remove this as an app

Data validation doesn’t work. Just the worst app. The validation for ids doesn’t work across multiple sources. Keeps locking me out. Massive inconvenience given the recent need to use this to register as a director with threat of fines. Least they could do is make the gateway to this work

Not sure. I live in new York can I use this site

App doesn’t work. I have been trying constantly to use this app so I can access My Gov from overseas. Constant errors. (Error code NWK). Please fix the bugs.

Typical SNFU. The MyGovID account is in the US App Store, but not the MyGov app. Setup MyGovID but can’t link it to the MyGov app…because it’s not available. Argh! So short sighted.

Really poor experience. 1. Had it all set up, ready to go after ten minutes. Decided to add another ID to strengthen verification. That ID didn't verify properly, so the whole app froze up and said: "Unable to verify". 2. Despite having created a profile already, I had to go through the whole process again! 3. Didn't save any files on device or cloud, so another ten minutes wasted setting it up.

Constantly says update required even when I’ve updated my version. No longer works as it says I don’t have the most updated app when I’ve uninstalled and re downloaded multiple times. Help line has no answer

Tells me it needs an update. Then goes to App Store. Endless loop

So bad. I set up the ID with a different email to my mygov but when I tried to login to myGov it says the ID has to have the same email as myGov. So then I read the instructions to change the ID which is to tap on the myGov personal identity, and then on email and update - but there is no button, it doesn't exist and now I cannot use find anyway to use this ID OMG

“Update app” error. Just comes up with an error saying “update app”. When I click the update button it takes me to the App Store but I already have the latest version of the app. Have tried deleting the app and reinstalling but no difference. Australian government please get this fixed so your citizens living overseas can file their taxes and not get fined. Please and thank you

Doesn’t work at all. Won’t let me sign up at all - always errors out after entering the email 2FA code

Driver License. It is very difficult to use. When re-logging into the account or transferring to another mobile phone, when verifying the driver's license information again, it always prompts that it cannot be verified. cause it not to work properly.

Doesn’t work. Tried add my passport. Just froze up and crashed. Forces you to start whole process all over again. A complete waste of time.

New version not working. Without it, can’t access online services.

My IPhone lets me open App in App store only. I cannot download the app. No option in the Apple Store to download it. Useless without the app.

Error code upon opening. NWK000003

Most frustrating App I have experienced. The app just hangs while trying to verify the documents. Got the the support line and waited 21 minutes to speak to someone who validated all my documents over the phone but the App still hangs. Every time I have to reset and start again. Update after reading the developer response — thanks for sharing that it could take up to 15 minutes to verify a document. Two suggestions to consider please. First, communicate that in the App so people think that the App is locked up. Second, please let your customer support center know since when I called for help and waited a long time on hold before speaking to someone, I was told that it should take seconds to verify documents.

Dead end. Successfully got one ID scanned after 10 minute wait, then another 10 minutes for 2nd ID, then got a failure alert. Now the app tells me “ Your identity is not strong enough. Go back and verify any two documents.” My account details are up there. but there’s nowhere to verify ID, nothing to click on.

Creates a new account for existing user. Get a new iPhone. Try to login again. Can’t remember which email address you used, so you login as an existing user. If you use the wrong email address it doesn’t say this user does not exist, it CREATES A NEW USER for that email address and doesn’t tell you. Illogical. Poor process flow. Terrible app. Concept of validating with this type of app is outdated and redundant. Less secure and so many more logical and easier methods to securely access online systems. Why does the Australian government spend so much reinventing the wheel so we can be their application testers instead of using existing tried and proven methods which don’t require us to report their illogical and buggy apps they develop in house?

Terrible APP for ATO purpose. It is the worst app specifically designed to convey important personal information to gov departments, especially for oversea individuals. Only Australian phone number be able to drive it. Additionally, the methods it provides are impractical, I ‘ve submitted all information to prove the identity, such as drive license, Medicare and visa info, which already enough for meeting the standards verification, however it still requires to fill in the last information of Australian passport to verify my identity, which I don’t have. That means no way to complete the verification and not allowed to continue to log in my gov. It has a bug of this mandatory requirement which go against the reality. The whole process was despairing. What’s even more ridiculous is that , following the advice of customer service, I reset the ID originally registered email and attempted to register with a new ID using a different email, tried to link ATO , Centrelink and other information over to the new account to retrieve it, once entered the driver license info, the system was immediately locked, the reason given was that same personal details was registered with another email , not allowed continuing with new ID & must use existing one to do. It is even worse that existing ID was reset, and the lockout not allowed to delete the newly registered ID, so I ended up stuck in a dead loop. No solution!

Cannot perform a simple task. The application does not receive the necessary code for desktop sign-in. The primary purpose of this app is to enable you to receive a verification code, and it is unable to fulfill this task.

Terrible malfunctioning app. I’ve had over 10 different error messages. The app is bugging out and freezing at various stages. I have used the app before where I managed to get it working (with difficulty) but now it appears totally broken. I don’t know how this could be such a broken experience

The worst!!. Cannot verify identity. Installed, re installed, created new email addresses just for myGov. If this was a commercial operation it would have been broke by day 1. Unfortunately Australians have no other option than this horrific system. I wonder how many duplicate users and people that cannot access their own information there are. Would give minus 5 starts if I could.

Complete waste of time. So it can’t verify my Australian passport or VIC licence! When it hits “unable to verify” the only way to try a different document is to delete the app and reinstall to try again!!! Insane!!!

Frustrating app. Same as everyone else said. Horrible, useless app

Terrible and so time consuming. This app is the most poorly designed and frustrating app to use and it is required for some government purposes. For starters, there are issues with verifying your ID; for example, if a passport scan doesn’t work you have to delete the app, reinstall it and manually enter your passport details.

Not working. How did this make it into production? Same issue as many other users. Documents do not verify, the app is blocked for half an hour and eventually ends up in a dead end - being asked to verify at least two documents but no links or options to do so.

Joke of an app. Seriously can’t find the words to describe how terrible this is. The only purpose of it is to verify documents and yet I scan my passport and it can’t be found. Absolute joke. Goverment probably paid some crap developer millions for this garbage too. Taxpayer money at work folks.

Top app thanks. Not naming names but ATO has done well with this one.

Terrible User Experience. Trying to figure out how to import my birth certificate and none of the information I put in is accepted so I keep trying different approaches for my remaining attempts. No where did it say it would lock me from the app for 24 hours if the system couldn’t find my information. So not only is the system for importing data painful, you’re punished for trying to use the system. On top of this all the documentation for help doesn’t actually line up with what is on my birth certificate.

Buggy. If you don’t complete the setup first go then your identity will be set to Basic and tell you that you need to verify 2 more documents. But there is literally no way to submit any documents via the app at that point.

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Linking to government agencies is a mess. This is a great idea, but what a nightmare trying to link this to the MyGov account and link it to the various agencies. When the different agencies, like the passport office, medicare, drivers lisence registry dont have fully consistent databases then this becomes a nightmare to set up. When the passport doesnt have separate first name and middle name fields - just a single “given name(s)” field, but the drivers lisence registry just has the middle initial in the middle name field, then we have a missmatch. Then when you try to connect the myGov account to Medicare, which has the full middle name it wont link because they dont match. This needs more work behind the scenes to consolidate these key matching attributes across agencies. Otherwise people will give up on this.

Verification problems and no still waiting for updates and solutions... This app is rubbish! I haven’t even managed to get the verification of ID to work. My passport is in my maiden name so not recognised, my birth certificate is in my maiden name (surprise surprise) so won’t be recognised, I got my Medicare card to verify but it won’t verify my Tasmanian licence so no go for me! Don’t have enough ID to get the app to work, this is going to effect my ability to do my job. I need it working in the next 2 weeks (before AUSKeys stop working, 27th March) and it seems there is nothing I can do about it, I’m not paying for a new passport nor am I changing my name on my birth certificate so unless you fix the issues with verification in the next 2 weeks I’m not sure what else I can do. I just tried again (after trying intermittently for months to get it to work) but then I notice here you haven’t even put an app update out in 2 months so it can’t have got any better in that time, I shouldn’t have been so hopeful. Very disappointed.

App times out. Can’t go back and register documents. I don’t normally leave negative feedback so hoping this is constructive. I’ve tried several times to register documents and the app times out. I did manage to get my driver’s license registered on one attempt but it timed out on my passport. Once this happens it appears you can no longer verify additional documents and you have to reset the app and start from scratch. After 3 attempts, with excellent network connectivity, the app still times out on verification. Impossible to register past a basic user and a frustrating experience to something that should just work. Please update this, it is clearly timing out on the interfaces and users should be able to try again rather than have to reset the app from scratch

Terrible app and support. Called the support line to resolve an issue today and the operator said they’re not trained on it and didn’t know how to help but guessed at something I could try which has now locked me out completely. I need this app for my work regularly. Was trying to get advised there process for name change due to marriage. Was told to try changing the email associated with my account, then delete and reinstall and create new account with work email. That failed, many times as it bombed due to being unhappy with the name change documents and the fact that same of my documents were used in another account! Also can’t use those same documents to do it again in my old account as the names are now different so it crashes it. once the verification process bombs out there is no way to try again it just says you can’t be verified and you have to uninstall, reinstall and start from beginning. I’m now at point of despair after doing it about 20 times and I have no one to call that can actually see what is happening on your end and help me to fix it. How can this app be the foundation of the government systems we need to interact with, with no tech support?

Worst app ever and shocking support. If I could I would give this no stars. I have spent hours trying to set up my gov Id so I can lodge my BAS however because my surname has two names with a space the app just can’t handle it. I have deleted and removed cache as advised by support multiple times and each time when I enter my correct surname the app removes the first part of my surname so that only part of my surname remains. This means that none of my documents will verify my identity (passport / drivers licence or Medicare card) as my name does not match. Support had the audacity to say that my ID documents need to be changed to match ... ummm hello ... these are legal documents that have my correct details on them - if your silly app would just accept my actual name then there wouldn’t be a problem!! Now what do I do when I can’t lodge my BAS because I can’t log in and the ATO decide to penalise me. I know what I’ll be doing - passing that fine onto you!!!

Not secure. As a victim of identity theft, I am extra paranoid of criminals using my identity for nefarious purposes. Imagine my surprise that in order to verify one’s identity with this app, all you need is the driver’s licence number (and not even the card issuance number or the string of numbers at the back of the card). I’m 100% sure the criminal who hacked into my phone service provider has my drivers licence number. It is extremely difficult to get service nsw to change the driver licence number so am stuck with this one. Anyway, service nsw reassured me that they would need the string of numbers at the back of the card to verify my identity but this doesn’t appear to be the case for myGovID. Further to this, just out of curiosity, I registered my details with this app using my phone and email, then asked a friend to register MY details using my friend’s phone and email. It worked. This means that even if I have already registered my details with this app, the criminal who has my details can just as easily register my details too and pretend to be me. Oh joy.

Is there such a thing as Govt Services that work. How is it that contractors to bureaucrats…. Not even well paid bureaucrats- are paid and eyewateringly obscene amount of taxpayers money to create an App that doesn’t work? Why is that even a surprise of the Australian Government, with a strong history of patronising, dehumanising citizens in a degenerative economic system? ESPECIALLY, particularly and EMPHATICALLY when it comes to accessing government services- on systems built on dysfunction and overpaid Senior Executive staff with limited competencies to fix broken systems Last time I checked, I’ve been a citizen of Australia since birth- for better or for worse- but according to the software, I can’t verify my identity…. It’s as insulting and dysfunctional, but I’m Caucasian, educated , and don’t nearly suffer as much undignified government engagement as anyone on a social welfare payment, a person of colour, with a disability or other marginalising feature to be undermined by punitive government services designed for inefficiency and lack of productivity

Needs work. So I'm told everything has to come through mygov now including documents I need to 'sign' for our business. Fine. Except the mygovid app which worked fine before crashes. So I go through all the troubleshooting. Takes half the morning. No go. Then I ring the helpline and spend another cpiple of hours going through everything expectingthey are getting me back on but then at end of call they say someone will take a look at it within the next 14 days! A private company providing that kind of service would go broke! I have a business trying to set me up with authorisation to do the tax etc and I can't even get into mygov and have to wait two weeks just to get help to login!! Update: I was called back in a couple of days and a gentleman was very helpful in helping me resolve the issue. Turns out it’s related to the problem they are having with not being able to change emails which they said they are working on.

Absolutely pathetic assistance and service. For the third time I have tried to contact the phone helpline as my verification was not able to be confirmed and the website just sends you around in circles. The first two times I was on hold for nearly two hours before my phone went flat and I had to leave for an appointment. This time I only had to wait for an hour before someone answered then 15 minutes into her trying to resolve the issue - her phone dropped out - no call back so I rang again to be told they were experiencing heavy calls volumes so try the website or ring again another day! Absolutely no bare no assistance no service and the most unfriendly convoluted “service” I have come across - disgusting - have wasted another 3 hours today for no result at all.

I can’t verify my identity to get setting complete. It is so frustrated to try to get the app working. I phoned up the helpline at least 6 times NO body seemed to be able to help me as Every time , I keyed in my eg licence / Medicare cards , the ends results were the same “ Can not identify my identity at this stage “ The worse is “ no body at the helpline seems to be able to help me “ I really do not know what to do now , I really need help but could not get one … Very frustrated I CAN NOW WORK in MyGovID helpline I eventually figured out myself the problem why I could not verify my identities. My account already had an email address for myGovid as I am not sure how it is happened .. I DID not know that the ridiculous App is so rigid that I Had to key in the Same email address for the app to be able to verified my identities. Why the “ Mo***” at the helpline could not advised me this simple step ?? Why the email address is part of the verification of identity?? How many people can remember the email address they had used ?? MyGovID should only identify the personal identities cards etc Such a horrible app

Neat and simple. This application was easy to set up for me, I did question at first why the need for this linked application, although I see now why as it secures my genuine identity to my business through the ATO. I’m not sure why there seem to be so many bad reviews but most of them seem fixable issues. Like all government services they are usually set up basic then improved over time, and it probably helps having identity documents verified as Australian government compatible especially if you are from another country. I hope this application attracts more positive feedback that it deserves. Cheerio

I cannot apply for a TFN. I need a TFN (Tax File Number) and I have gone through all the steps that seem to be there. Create a account, login on my phone set up the account to the strong stage. Then I try and login on my computer with the password I created not 5 minutes prior and it doesn’t work. What. I have full access to the MyGovID app but cannot login on any other device. I went to try and login to the MyGov app to see if there was any changes. I click on the ‘sign in using MyGovID’ as I know that one is already working (bear in mind this is all on the same device, my apple phone.) and after logging my into MyGovID it asks me for the password, so I reluctantly type in the password I had previously created. And it is ‘wrong’ so after retrying I have been locked out twice (which locks you out for 2 hours) and now my account has been permanently closed. Supposedly it’s super easy to get a TFN but when you click on any links it is just a seemingly never ending circle with no actual tips or helpful information on how to do it.

It’s fine, what’s all the fuss. Maybe I’m lucky, but passport and Medicare worked just fine. I avoided the birth certificate option as it has a different surname, which is always problematic for me so I rarely use it. The only feedback I would offer is that the initial password set up process wasn’t friendly with 1Password. When I auto filled the first password box, it was fine. It wouldn’t auto fill the ‘confirm password’ box so I pasted it in. But then the process won’t progress, i.e. no ‘next’ button appears, you’re just stuck. (My password met all parameters). Then I restarted the process and typed in a password (that I know by heart) directly both times, which let me proceed. Given that password managers are popular now and safer than typing in your old faithful password for every log in you have, making sure people can use things like 1Password seamlessly would be great. This is not “the worst app ever”. People can be a teeny bit over dramatic in App Store reviews ... just sayin’ 😎

Not able to get into app. I’m not able to even begin using this app . I had downloaded the mygovid app about 8 months ago and wasn’t able to complete my registration then. Now when I revisit the app to continue with my registration , a pop up note comes up to say that “ the app needs updating and to update now “ . I click on the update button , it brings me to the App Store to the mygovid app which now says “ open” . When I click on open it brings me back to the mygovid app on my phone which then advises me to “update the app” . I update the app and it brings me back to the App Store to the mygovid app which gives me the option to “open” again. The whole same cycle keeps repeating itself . I have spent more than an hour reading up help for a situation like this , deleted the app , rebooted my phone and downloaded it again as well as try to find alternative ways to register online , to no avail . I give up !

The worst app I have ever used. I am a patient person and but this app is the most frustrating app I’ve ever used. I’ve made over 50 attempts to verify my identity with no success. I’ve spent hours on the phone with tech support. They said my items of ID were all valid but the app won’t accept more than one. So I can enter my passport and it accepts it but then fails on my drivers license. Or I can enter my drivers license first and it accepts that but then fails on my passport. With each attempt the app has to be deleted and the entire account re-set up with 10 digit password then facial recognition photo … each time! It’s insane. At least make the app keep the items of ID that have been accepted. Just so frustrating especially as even phone support can’t fix it.

Why?. I have used the MyGov website for a couple of years now. Today am trying to set up on the MyGovId app. Obviously, I was satisfactorily verified via all necessary documents when I first set up website access. Why do I have to do it all again to use the App???? I have uploaded my Passport, DL, and Birth Certificate details, however because I am married and have a change of maiden to married name I need to provide Marriage Certificate Registration Number. Well my marriage certificate does not have one noted - to get it I would need to order a typed certificate at a cost of $60 plus at least a 2 month wait. How can it be that I am satisfactorily verified and have 2 factor authentication to get to my account on the website, but do not have the same ease of access to the app. It astounds me how difficult this is proving to be.

Frustrated and annoyed tax agent without systems access. This app goes down often. It is the only way tax agents can access the systems to do their work. This means that when you push through untested and broken app fixes and updates we can’t do our work. We look like idiots to our clients and can’t keep using the excuse that the ATO is down again. We understand things go wrong but we are being impacted too much by these outages. We hv our own lives to live, work to do and livelihoods to maintain. No we don’t want it fixed up on the weekends / it needs to work and be reliable - you need to provide access to allow us to do our work . I’m going to potentially lose clients over this . Please fix this app and your other systems - I'm sorry they are very hit and miss and the number of times it goes down is ridiculous. Fed up and unimpressed yet again…

Appalling app - DON’T USE IT!!!!. Downloaded the app trying to get a Director ID. App wouldn’t approve my details because of a change of name (marriage) so I called the number it had listed to get help. Waited for 58minutes to get through to someone who could barely speak English and had no idea what I was asking for, he was only able to repeatedly say that I needed to delete the app and reload it to get it to work properly (had already done this and it made no difference). Upon my asking to speak to someone else (I tried for ages to get him to understand me) he promised he would get his supervisor and then immediately dumped me back to the beginning of the queue. I gave up on the whole thing after being on the phone for over 80 mins. Absolutely appalling service and useless app - DON’T BOTHER!!!!

If I could give it zero star I would.. It’s absolutely garbage. I have to use this stupid app to connect to Centrelink but for whatever the frigging reason it was using my work email address. I guess it was because I HAD TO use this app to notify the govt about change of my work situation coz of my security clearance. Then I can’t connect to my Centrelink coz it uses my personal email. Tried to change the email, your help instructions don’t work. So I tried to set up a different one with my personal email address and then it tells me my passport has already been used to verify another account. What a load of BS. I can’t have multiple email address but I need to have matching emails for different purposes. Just absolutely garbage. Called the help line and to be told they can’t take my call. Just beyond frustration. If I could punch through the screen I would and I normally am not a violent person. It’s just so beyond ridiculous it’s such a joke. And I work in this commonwealth. Just embarrassing.

Sooo frustrating. I think one star is being generous. I have tried numerous times to set up this app but every time I get stuck at the verification process. It accept my passport but will not accept my WA drivers licence. I tried photographing it -no luck. I tried manually entering the details. Again no luck. At every stage I checked and rechecked I was entering things correctly. I left the app for a week then came back and tried again. Same problem. I deleted the app and started again. No luck. The exact same problems occurred. So I rang support on Saturday at 12:11pm WST only to receive a recorded message that the office was closed and to ring back during office hours. The office hours are stated as being 10:00- 2:00pm on a Saturday and page includes the statement “ All times are local unless otherwise stated.” So I deleted the app and tried again. Again it accepted my passport. This time I used my WA birth certificate but the app would not recognise the Registration Number. And yes, I did remove the / and the year. So now I need to wait another 7 days before I can try again with no real hope that any thing will be different. Because the hours are office hours, and if my recent experience is anything to go on, the times support is open are eastern daylight saving times I cannot ring during said office hours. So, if I could give the app 0 stars I would

Not that hard. I’ve just had to use this app due to a change in business process - very simple to use after an initial minor hiccup. The main issue I think that is occurring with some users is relying on the image scan and not reading the instructions properly. This caught me out first time with the Vic licence DVS. The licence only lists your middle initial but the form requires your full middle name. If you scan the card then it will only parse the middle initial. The error reporting, quite reasonably, does not report what metric failed (this would be a massive security flaw). So it might not be obvious why it failed. If in doubt, manually type in all DVS data points as requested and it works every time. Already used the app to login to my first service and it’s great. Be even better if it just linked to my MYGOV account!!!! (Very confusing that).

Email address is more powerful than actual ID. I can’t believe an government app and service claims to make connection to government online services quicker and faster, but actually makes it harder and confusing everyone to get connected. I signed up, and verified all my details to get to highest level. And changed phone, after a long time not using the app, open the app, all gone and just like everyone else left their feedback here, I got frustrated with the app for not able to verify my ID due to I previously verified the same ID with a different email. I tried a few time with a few of my regular emails, but no luck. I think this is stupid, you make it hard for pple to use this service over a email address. How is it possible that an changeable email address can have this much affect or overpower my actual IDs. All IDs and docs to be verified are government issued, I can’t just change it as I please, but I can change my email addresses easily. To have my IDs bounded to an email address is so stupid. Who ever come up with this idea, should be fired, and not to work in government jobs any more. You’re dragging everyone down, you should be making things process faster and easier, not harder and more frustrating. Unbelievable, this is developed country guys, be better. Apple should have negative ratings btw

Can’t believe they can’t fix all these issues. Long story cut short as I have already wasted hours on trying to get this to work. But basically when I first set up the account I didn’t put my middle name in. So now it won’t verify my license or birth certificate (in maiden name but also added marriage certificate). Have been told that you can not reset entered details from first set up. Have to open a new email account and set up again using id that hasn’t been used before. Ummmm not much I’d to choose from really..... what happens when someone can no longer access their email account (e.g changed providers) they can no longer get access as their verified id has been used on old email and can’t be changed. There has been many complaints in the reviews, yet no updates to fix these issues.

So frustrating!. I have tried all combinations to verify ID and used up all email addresses have even contacted customer service and after wasting countless hours I still have not set up mygovid! This is so stressful and under the circumstances unnecessary. I have no middle name just first and last so I’m completely baffled and so was the poor lady on the phone who could only respond “I don’t understand why it’s not working “ I see on here so many having same issues You have added stress and frustration to small business and sole traders like things aren’t already bad enough! I now need to know as I’ve given up how I will be able to get past this as we need to pay super, lodge bas and try to complete our tax obligations as the next thing we know we will probably be receiving a fine for being late! Someone please help! There has to be another way 🤦🏻‍♀️

terrible. This app is terrible at doing it’s job. It’s supposed to verify your identity, but what I don’t understand is why it is there in the first place? Banks such as ANZ, Westpac etc. all allow verification online. What happens to those who cannot download the app? This is a problem for everyone. The only benefit to this app is that you can scan your source of identities, but other than that - this app honestly makes it so much more difficult. It takes 20+ minutes to verify one identity and I had to make a new account just to find where I can verify my account because when you exit the app, all the verification identities disappear. Make it easier for everyone and just let us verify online instead of having to call customer service like many have done.

Doesn’t Work, Hinders Business. Very, very, very poor experience. Have been trying to use the app for 3 days and it is still unable to verify documents before the app crashes or the session times out. I have closed and reloaded, and uninstalled and reinstalled countless times. I contacted MyGov and was told there was nothing I could do except get a new device (iPhone 11, 3 months old) or go through the process to apply for a different document to use (currently using my drivers licence, passport and Medicare card). I need the app to proceed with linking an ABN for a business and completing urgent tasks. I have been given no estimation of when the issue may be fixed. I have contacted myGov directly and filled out the feedback form. The only option I’ve got is to spend more time trying to get the app to work.

Long wait times. My WA birth cert could not be verified checked the help button to remove / letters and year did same and still did not work. Contacted number on web page was waiting 35 mins for call to be answers to be told I’ve rung the Wong number rang correct number just before 5pm on hold for 40mins told only to be told I need to speak to supervisor who aren’t there and to ring back in business hours. I asked when to ring back reply was between 8 and 6pm I was in between those times so not sure why there was no one in to answer my call. Helpful person said to delete app and try again told me to add 01 in front of birth cert reg number asked where this info is on the web page - she said it was not it was only on internal webpage. I did same and my birth cert was accepted however now my marriage cert cannot be identified (I’ve tried trouble shooting luring in webpage) and and I’ve been locked out again. SUPER FRUSTRATING and extremely time consuming and not going anywhere!!

It’s a mess. Yes it is fussy, confusing and messy. I managed to log on and find stuff after providing information etc. It covers a lot of services, so getting it working at all would be daunting. It may designed to meet the government’s needs but it is frustrating to use. For example, it took me a long time to locate the “inbox” to retrieve a message. It was there, just well hidden and made to look unimportant which is in itself illogical. The app is only designed to start the linking process to government web sites and act as a gatekeeper for establishing your identity. This makes it somewhat annoying and confusing when you are trying to get important things done. Once you get past that, it still requires lots of work which seems like a very unfriendly way to treat citizens. Perhaps it needs a more work to explain its role and a clearer way to guide users through.

Zero Star Rating - Horrible User Experience and Interface. Whoever is developing this app needs to be fired. Worst User Experience I’ve ever encountered. Already had a MyGovID set up last year (5th convoluted try later as it kept dropping out and not linking) when I finally linked my ABN to my TFN and lodged tax returns. I thought that was the end of my woes with this app. I reopened app in Jan 2020, was asked to update the mobile version of MyGovID, and when update completed, it had wiped everything I had set up last year. Requesting me to Create a whole new MyGovID with all the documentation scans again. For privacy reasons, I’m more than curious to find out what has happened to all the private identification scans I had previously uploaded!!!! I don’t even want to give this app any stars - but the whole system is rigged so you can’t leave feedback without leaving a star. This MyGovID app is embarrassing.

Frustrating as hell. Trying to verify using my Drivers Licence and it keeps telling me my details are incorrect but my licence is right here staring me in the face and I have confirmed the details and entered completely accurately 5 times and it’s now locked me out. What the hell is wrong with their system if it’s telling me the details on my licence (which I’ve triple quadruple checked both physical card and digital copy in the service now app) are incorrect and don’t match up with their records???!!! Can’t call them as it’s Sunday, so now something I’ll have to waste my time on again tomorrow trying to sort out on the phone (which I can only imagine will be at least a five hour wait to speak to someone probably incompetent). Sorry not sorry to sound negative, but this is just a ridiculous app to tell me my ID details are incorrect. Infuriating I must say.

App should not be released without testing. Can’t say I am surprised, reading the reviews I was not expecting a flawless experience and I certainly wasn’t disappointed as indeed the app is broken. Same as others have said everything times out when trying to verify licence. So I tried going back into the app and try again, I love it that the app makes it really clear that I am only in Basic strength and they give u all this info on why u should upgrade it to higher strength, but then make sure u don’t have any option to upgrade it. Going to the website it finally tells u there is an Edit button on the top right hand corner. But ofcourse it’s not on the app. Can the government please use my tax money to actually get a developer that tests these apps and make sure things make sense? I think the star ratings and reviews show they really need to get their act together especially in this pandemic when we need working ID apps to access myGov.

Terrible. Just like everything designed by the government lots of red tape and little result. Webpage just like app after inputting all data required keeps coming up with error messages. Access to any help is extremely difficult. Glitches after glitches and after a few attempts to submit correct details is coming up with message- too many attempts. I start thinking to hire someone just to fill in those forms. With all resources at the government’s disposal this many glitches is to confuse people who are too old, or having English as second language… My accountant was having trouble doing it so what hope the rest of us have? But for identity thieves everything will be in one app to their convenience… No security at all protecting those details…

What a disaster! Should have kept the AusKey!. Please update this app so that you can reset/delete information. My passport is n my maiden name, my license & Medicare cards in my married name. Because I scanned my passport first, the identity details I had originally entered, were changed to my maiden name. So my ID has been set up in my maiden name and it can’t be changed to my married name. So frustrating!!! And no, I don’t have another email address that can be used to set it up again, as all my identity documents have been scanned when I originally set it up. Reading the reviews, I’m not the only person that has had this issue with documents in their maiden name. Surely when you call the ATO, they could have the ability to edit the name, when you have all the supporting documents. I have been told that this may happen with a new update, but how long will that be??

Time waster: Your tax dollars at ‘work’.. Over 9,000 reviews and an average of 1.6 stars tells a story. Like many things involving the Australian government, at least for the last ten years, this is designed to be as ineffective and frustrating as possible. I didn’t get past scanning my passport before ‘Unable to verify’ popped up. I then went to the troubleshooting page which listed a myriad of possible issues, but did nothing to identify mine. Really, is it so problematic to just let users know what the problem is? And no, I won’t ‘come back in 24 hours’. I’ve got better things to do with my life than spending hours trying to sort out problems that some well-paid programmers can’t be bothered with. Read the reviews please, and fix the problems.

Worst program I’ve ever used. This program links to the ATO which I require for my business. I had a name change which the ATO have accepted, but as it was not through marriage and my birth certificate which has the name change details on it was issued in Victoria, I am unable to update these details through the app. Their help centre including the supervisor who I had to repeatedly request to be put through to also couldn’t do this simple task. So because the app itself and its support staff are unable to correct my last name, my clients are unable to have their STP finalizations lodged, BASs and TPARs etc all are unable to be lodged until this app can do a simple task like correct a last name. For something that links with the ATO, you’d think they’d be able to put some decent developers on payroll to make this a possibility.

MyGov ID needs to be better. As someone who just got stood down from a job with an accounting firm during Covid-19 I was lucky enough to be offered a position at another accounting firm but am receiving no help from anyone at the ATO when I call. My old employers won’t help me with my MyGov ID that was set up with my old work email, I don’t have access to it. So I set up a new MyGov ID using another personal email address and two ID docs that weren’t used previously. Unfortunately my Medicare details are wrong and this can take up to 8 weeks to be fixed I’m told. In the meantime the ATO won’t help me upgrade my basic access to standard access which I need for my job. This is so wrong, you need to update this app ASAP so we can at least change the email address or list another ID document as an option for verifying identity. This may very well cost me my new job...

Worst government initiative. This is probably the worst app I’ve ever used and I’m a millennial and an accountant. For someone who’s grown up with tech, this is the worst user friendly app. The customer support system can’t do anything either. I had troubles logging into my fathers MyGovID for him which I had to set up a few months back as he’s the company director. Called the customer support and she literally said there’s a 2 month back log and she can’t do anything for me. If there’s a 2 month back log, sounds like I’m not the only one who is having problems. I understand that it needs to be hard accessing these documents but you’ve literally made it impossible. Also, there should be other ways to access rather than just solely relying on your phone. What happens if you forget your phone, you won’t be able to access the ATO portal at work. Great to see our tax money going to waste on stupid applications that don’t work for the vast majority.

Gregory Robertson. Spent over 1 hour on the phone still can’t set up my gov I’d won’t except my drivers license Medicare card is insufficient and doesn’t have middle name just the first letter and can’t go back to try different id it’s just crazy next thing I’ll be getting a threatening letter for not lodging my bas and no other way to login to business portal How can you win My full name is on my drivers license also my passport which was rejected the app would not let me enter any details manually. After deleting the app 7 times it let me do the next day with my passport and driver’s license which was rejected but let me fill in the details manually. I’ve wasted 3 hours of my time over something that should have taken about 5 minutes Medicare card doesn’t have full middle name. The app needs a lot of work to make it better to use.

MUST use to access important business records. Doesn’t F’ing work properly 🤦‍♀️. This is the dumbest thing I’ve ever encountered. The government has now forced us to verify our identity through this app to get access to all government programs including where we pay employee super, our BAS, claim our apprenticeship subsidies… I go to verify my identity and it ridiculously won’t accept my government issued, official marriage certificate to prove my name change. Ring “help” line and they are like ‘oh whoops, the app has a glitch where it’s not accepting most marriage certificates and there is nothing we can do about it till it’s fixed and we don’t know when that will be”. Are you F’ing kidding me??? Why would you introduce this app as the ONLY WAY to access our very important business records and make sure x 200% that IT ACTUALLY WORKS!!!

Need to reinstall all the time. This app is pathetic. After I verify 1 successful ID, if my 2nd ID definitely with the correct details (even Service NSW accepts it), this app says it’s incorrect and resets it and give me a blank screen (before it was under Basic, now is Unable to Verify) The only way is to uninstall the app and install it again. Do the same process again, using another ID this time, also came back with incorrect. Return a blank screen again. And need to uninstall and download the app again from Apple Store… Don’t know what’s wrong with the app. Basically, it’s under a never ending cycle of reinstalling the app and found it doesn’t work. Wasted nearly 2 hours of uninstall and install again to verify my identity and still unsuccessful except for 1 (which is not enough)… what a crappy app…

Terrible app and even worst customer service. App will not accept documentation in my maiden name and need mygovID to complete a change of circumstances form to change to my married name. Was on the phone for over 30 mins with a woman with a french accent who kept telling me to delete the app and switch my phone on and off as a solution. After about the 5th time of me explaining that I had already done that and the issue is with the app not verifying my identity, she told me to upload my medicare card. After explaining another 5 times that the app does not allow medicare cards as a form of identity, I asked to be transferred to another representative to which she agreed and hung up the phone. Seriously ridiculous that this is the only option for us to update official identity and the customer service reps don’t even know anything about the system. Would give 0 stars if I could!!

Worst app ever. I had a mygov account which i used last year during the pandemic. All of a sudden i need to make a new one?? Im so confused and frustrated. I made a “new” account with the same email etc i used last year but trying to upload proof of identity documents is a nightmare!! I uploaded my licence, seemed to be no trouble there. Then i uploaded my passport - i waited for the loading screen for 15 minutes and still nothing. So i closed the app to start again. Now i cant find any of the documents i need to click on to upload but still saying i dont have enough proof of identity. Then i made the huge mistake of clicking “refresh the app”.. now i have to create another account again!!! There is no button to simply log back in only to “create an account”. Why is this? I have never seen an app where you literally have to keep creating an account even though an email address already exists with my information and password in your system. There is no log in button?? Technically the mygovid app already has two accounts of mine. One from last year and one from 2 days ago. Am i honestly supposed to create a third account?!

What’s the point?. The app hardly works and I don’t even really see the point in having it since it just redirects you to MyGov on safari anyway?? - surely I’m missing something. Submitting identification takes ages or straight up doesn’t work and when you quit the app to try again all options for identification disappear so you end up having to reset the app, create an account and try again in hopes that it’ll submit your ID - not sure if it’s the app or if there’s just a lot of people trying to use it at once but this desperately needs fixing. I eventually got it to work after 40 minutes but I ended having to resubmit my ID on the MyGov website again anyway (even after pairing this app to MyGov itself) so I genuinely don’t see what this is meant for.

JUNK. Reading the recent reviews of this app I can’t help thinking that the reviews and the concerns that are articulated all end up in a black hole. The same issues are repeatedly highlighted, viz: 1. Logging into an account takes the user through the account setup screens. I now have two accounts. 2. The passport verification identity simply does not work. The passport is only 6 months old. With a mygovID account that is 2 years old and a recent passport, this process should work flawlessly. 3. My facial recognition attempt to increase my identity from standard to strong either times out or is rejected. ‘Please try again later’, which is the message I receive, is not a good enough response. Like other users, I would like to give this app a minus score for being a waste of everyone’s time. PLEASE FIX THESE REPEATEDLY HIGHLIGHTED ISSUES.

Not good enough!!. This is the worst government app I have ever had to use. I tried for a whole day to upload my identification documents with no luck. I just get a message “unable to verify your identity “ and prompted to call the support line. I eventually got through after many hours. The help desk was very kind but couldn’t help me either as the “system was down “ and had been for a “while “. She had no idea when or whether it would ever work again. In the meantime the app will freeze on the “unable to verify your identity” screen and the only way out (as advised by the support line) is to delete and re-install the app!! This is ludicrous and a joke. To make things worse, there is no way to do this on a desktop computer. There is a MyGov website but no app and a MyGovID app but no website!!! I have three post graduate qualifications and can’t manage it. I pity the older folks that can’t work with a smartphone or computer. This is technological apartheid and an absolute disgrace!! It has been three days and I still haven’t been able to upload my identification documents!

Problem verifying identity. My GovID won’t accept my drivers licence despite checking multiple times the details are entered correctly. My Medicare is in my maiden name but because the middle name is an initial it won’t cross check against my marriage certificate to prove change of name. So when I try to prove my identify with my birth certificate and marriage certificate that doesn’t work either because the marriage certificate has my Roman Catholic confirmation name as an additional middle name which by definition doesn’t exist when you are born so my confirmation name doesn’t exist on the birth certificate. Therefore MyGovID can’t verify and cross check the birth certificate and marriage certificate. I have no more identity documents to be able to prove my identity. I am a sole trader and now I can’t log onto the ATO portal to submit by BAS statements and have to pay additional fees to my accountant to submit my BAS. This App is too inflexible and you need to have human intervention to sort out these identity verifications as a purely digital method doesn’t work. I have checked the online help and none of them work.

Terrible app and customer support. If I could give less than 1 star I would. So trying to upload passport and drivers licence would just leave the app loading for ages. After maybe 20 mins it finally said it had timed out. This happened for both my passport and license. Even after timing out, the app showed that I had uploaded them. Although this resulted in my name Being incorrect in the app. Which should of been verified by my passport and license? After I linked this to myGov it then replaced my name in myGov with the incorrect one, now making me unable to link new services to myGov. I called the myGovID help line and they seemed uninterested in actually helping, instead kept asking why was I installing myGovID. Eventually his suggestion was to delete the app and try creating a new account, even though it clearly says in the app that you can’t do that. Also trying the regular mygov support to get them to fix the name irregularities they were equally unhelpful and told me to contact the ato to have them update my name in their data systems. Even though my name is correct with the ATO. Overall don’t waste your time on this app. Maybe in 10 years they might have got something partially working.

user for Director ID (only so far). I had heard the process was ‘not great’ so read ahead on how to be prepared both on the APP & re Dir ID online ex ATO & ABRS. Found some helpful info (Cheers for the info reviewers!). There were 3 ‘gotchas’ for me but not game stoppers: 1) TEN! characters needed for psswd incl upper lower # and special details 2) scan on passport requires a ‘live selfie’ to match passport details (impressive) 3) when I went to complete the ABRS online on ph & linked the APP ID check & entered TFN I got an ‘error’. No error # provided, just ‘call ABRS’. On ph to ABRS they’re asking for ID info... which is already in the APP... I said ‘we’re not doing this (again) we need AU gov systems to work’ so started again this time online on computer. TFN seems to be registered/kept already (IT crowd moment) & I completed process w/out further incident. Got what I needed & process not complicated if you are prepped, so I give APP 5 x * for now. Here’s hoping you have a mostly good experience (too).

Terrible app and lousy customer service. I had to verify my driver’s license info 4 times before it was able to verify it. My Medicare got verified on the second go while my order took 5 trials and I got locked out for 4 days. In the meantime I checked that the info I gave the app was being verified by home affairs. Today I called customer support to be discouraged from using the app. I insisted, given all the time I spent setting it up, to get help to unlock it. Thus, I had to explain all this information again, as the person was not listening just trying to convince not to use it, as I am an individual and don’t really need it. In the end, the person told me he could not help me, since my app was still locked. Thus, I should just delete the app and start again. Disappointing!!

Poorly designed app, terrible process. It is hard to separate this app from the identification process that it is supposed to “facilitate”. The overall process is so laughably inept that the clunkiness and poor design of the app gets lost in the pain of wading through the morass of poorly designed bureaucracy. My guess is that it arose out of a project to automate the identification and authorization process and quickly sank into a swamp of uncoordinated committees. No one person could design something this bad. I eventually got it to work but only after sitting in a telephone queue and enlisting the assistance of a surprisingly competent real person. Gather your documents together before hand (get more than you are told as some are sure to be rejected) and remember to write your error codes down as you will need them when you are calling the help line.

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Birth certificate verification field is missing. This was in past versions and all .Gov websites still instruct to use it.

Absolute garbage app. All won’t let me identify my passport… saying my details are incorrect when they are in fact perfect to what my passport reads. My name is simple.. and after trying a few attempts my account is locked. I don’t know why it wouldn’t just let you scan your passport or upload a valid document. There is no support email, not even sure what to do now. 0/5 stars if possible :/

Awful. Terrible platform. All I want to do is register for GST, which I would have thought would be a relatively simple process. Turns out it isn’t using MyGovID

Thanks! Locked out of everything now.. Lost access to my ATO account and had my Business Account cancelled on me because I can’t get in. Spent hours on the phone, multiple days, still a mess.

Dont know who made this. No option for temporary residents. After giving all the tax they make such an app..

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