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When you can't sign in to your myGov account

How to access your myGov account if you can't sign in and relink the account to the ATO.

Last updated 2 June 2024

Sign in issues

You may not be able to sign in to your myGov account because you:

  • changed your mobile phone number
  • went overseas and no longer have access to your Australian mobile number
  • deleted the myGov Code Generator app
  • can't answer your secret question
  • forgot your password.

If you forget your password, reset it by selecting Forgot password on the myGov sign in page.

When you can't sign in to your myGov account, you can either:

Recover your account using myGovID

If you used SMS security codes or Answer a secret question as your sign in method, you can use myGovID to recover your account.

To recover your myGov account, download the myGovID app and set it up to a Strong identity strengthExternal Link.

Your name, date of birth and email address for your myGov account must match the details you use to set up your myGovID.

After you set up your myGovID, you can recover your account:

  1. Go to the myGov sign inExternal Link page.
  2. Enter your username and password and select Sign in.
  3. Select I didn’t get my code or I can't answer my question.
  4. Select Continue with Digital Identity.
  5. Sign in with your myGovID.

Online access strength

Once you’ve recovered your account with your Strong myGovID and linked or accessed ATO online services, you’ll:

  • have a Strong online access strength
  • need to use your Strong myGovID whenever you sign in to myGov to access ATO online services.

This is to help protect your information and increase your online security.

Your online access strength only applies to ATO online services. It doesn't apply to your myGov account or other linked services.

Create a new myGov account and relink to the ATO

If you can't recover your account using myGovID, you need to create a new myGov account and relink to the ATO.

You can choose to use a different email address when creating your new account. If you want to use the same email address, the myGov help desk must release it. Contact the myGov help desk:

  • In Australia, phone 13 23 07 and select option 1.
  • Outside Australia, phone +61 1300 169 468.

Avoid losing access in future

To avoid losing access to your new myGov account, we recommend you use myGovIDExternal Link to sign in and enabling a back-up sign in method:

  1. In myGov, go to My account.
  2. Select Account settings.
  3. Select Sign in options and follow the prompts.

If you connect your myGovID and use it to sign in and access ATO online services, your highest identity strength becomes your online access strength and you’ll use your myGovID for all future access.