Find your problem
| Problem | What to do first |
|---|---|
| Forgot your username or email address | Select Forgot username and enter the email address registered to your account. myGov emails your unique username: 2 letters followed by 6 numbers. |
| Forgot your password | Select Forgot password, enter your sign-in details, choose how to receive the code, then enter the code and a new password. |
| No forgot-password code by email or SMS | myGov may have turned off your email and mobile as usernames after unusual activity. Sign in with your unique username and current password. |
| Account locked | Unlock it with your unique username and current password (steps below). |
Unlocking a locked account
Your account may be locked if sign-in details are entered incorrectly too many times. myGov emails your registered address and gives you your unique username.
- Enter your unique myGov username and current password on the Sign in page.
- Select Unlock your account now.
- Enter your security code.
- Answer your secret question.
- Enter and re-enter a new password, then select Confirm.
SMS code not arriving when you sign in
If a code still does not arrive, you may be able to sign in with your Digital ID (if connected), a passkey created for myGov, or the myGov app. The myGov Code Generator app is being retired; choose another sign-in option.
- Check you have reception and that flight mode is off.
- Turn your phone off and on again.
- Check the phone has enough storage, and look in blocked, junk or spam folders.
- Update your phone's software if needed.
Still cannot sign in
If your account is not locked, you can use your Digital ID to recover it. myGov says myID is the only Digital ID you can use with myGov, and recovery needs a Strong identity strength, with your name, date of birth and email matching your myGov account.
If your account is locked and you cannot unlock it, you will need to create a new myGov account and relink your services. To reuse the same email address, contact the myGov helpdesk.
Contacting the myGov helpdesk
The helpdesk can only help with your myGov account. For a linked service, such as the ATO or Centrelink, contact that service. If you call on behalf of someone else, they need to be with you.
| How | Details |
|---|---|
| Phone in Australia | 132 307, then option 1 |
| Hours (local time) | Monday to Friday 7am to 10pm; Saturday and Sunday 10am to 5pm. Closed on national public holidays. |
| From overseas | +61 1300 169 468, then option 1 |
Common questions
What does a myGov username look like?
Your unique myGov username has 2 letters followed by 6 numbers. Use Forgot username to have it emailed to your registered address.
Can I sign in with myID while my account is locked?
No. myGov says you cannot sign in with your Digital ID, passkey or the myGov app until you unlock your account.
Official information
- myGov: sign in help
Forgotten username and password steps, turned-off usernames, SMS checks, Code Generator retirement, unlocking and next steps. Sources checked 8 October 2026.
- myGov: recover your account using Digital ID
myID as the only Digital ID for myGov and the recovery requirements. Sources checked 8 October 2026.
- myGov: contact
Helpdesk numbers, hours, overseas number and scope. Sources checked 8 October 2026.