Tips and troubleshooting

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    mySAGOV account

    Verifying identity

    If you don't have a vehicle registered in your name or a South Australian driver's licence or learner's permit, visit a Service SA customer service centre.

    Verifying email address

    When creating your account, you will need to verify your email address. An email with instructions to confirm your email address will be sent to you. This link is valid for 2 hours.

    If your link expires, log in again using the email address and password you used to create your account and another verification email will be sent.

    Email address already in use

    If you are presented with this error, it means you have already created an account using the email address you entered.

    If you remember this email address, log in using those details.

    If you need to change the email address associated with your account,visit a Service SA customer service centre.

    If you receive an error when verifying your identity that says 'an account already exists for this licence/client number with a different email address, try logging in using that email address, if you remember it.

    If you need to change the email address associated with your account,visit a Service SA customer service centre.


    mySAGOV app

    Updating the app

    To access the latest features in the mySAGOV app, it’s important to keep it updated to the latest version. Regular updates may also include important security patches and bug fixes.

    Version 1.8.2, released on 6 July 2022, introduces a card identification number (CIN) on the details page for credentials such as driver's licence, permits, proof of age cards. This number is a security feature generated at the time a card is issued. It ensures the card is legitimate.

    Users who have not installed the update will see the CIN, but without the text explaining what the number is.

    How to check if your app needs updating

    On your mobile device, search for mySAGOV app on the App Store or Google Play.

    If you have the latest version there will be an ‘Open’ button.

    If you have an ‘Update’ button, then an update is required.

    Vaccination certificates

    To use 'VaxCheck' (ie use the app to display your vaccination certificate) you only need a basic mySAGOV account and don't need to confirm your identity. If you are asked to confirm your identity after verifying your email, log out of the mySAGOV account. The next time you log in to your account via the mySAGOV app, your basic account will be set up.

    Adding proof of COVID-19 vaccination to the app

    • Ensure you have the latest version of both the mySAGOV app and Medicare Express app installed prior to sharing your COVID-19 vaccination certificate with your mySAGOV app.
    • If you are an iPhone user, and you are using iOS 11 or 12, you will need to use the Express Plus Medicare app to share your digital certificate with the mySAGOV app. To use your Medicare online account using myGOV you will need IOS 13 or later.
    • If using your Medicare online account using myGOV, you appear to be looping in the process of sharing, try linking from the Express Plus Medicare app.

    Android phone not linking vaccination certificates to mySAGOV app

    Service SA is aware and currently investigating issues being experienced by some android phone users where their vaccination certificate is not linking within the mySAGOV app.

    While this issue is being investigated, try these suggestions (your phone may use slightly different wording):

    • Make sure you have the latest version of both the mySAGOV app and Medicare Express app installed prior to sharing your COVID vaccination certificate with your mySAGOV app.
    • Set your default browser to Google Chrome:
      Phone settings> Apps > Chrome > Browser app > select Chrome
    • Check app defaults:
      Phone settings > Apps > mySAGOV > Set as default > Open supported links > In this app
    • Clear cache for both mySAGOV and Medicare Express apps:
      Phone settings > Apps > Storage > Clear Cache (at bottom of screen)
    • Check supported web addresses:
      Phone settings> Apps > mySAGOV > Defaults - if 'checkin.covid-19.sa.gov.au' does not already appear here, you should be presented an option to 'Add' a link.
    • Return to your myGOV account to link your certificate again.
    • Repeat steps in Medicare Express to share your vaccination certificate with your mySAGOV app.

    Support

    Email

    Phone

    Phone Service SA on 1300 450 422 (Monday to Friday) during business hours.


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    Page last updated 26 July 2022

    Provided by:
    Department of the Premier and Cabinet
    URL:
    https://www.sa.gov.au/mysagov/troubleshooting
    Last Updated:
    26/07/22
    Printed on:
    15/08/22
    Copyright statement:
    SA.GOV.AU is licensed under a Creative Commons Attribution 4.0 Licence. © Copyright 2022
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