Troubleshooting your mySAGOV account or mobile app

If you're having trouble using your mySAGOV account or the mobile app this page may help.

Account help

1. Go to the mySAGOV login screen (use a browser - not the app)
2. Select Forgot password
3. Enter your email address
4. Follow the reset link in your email.

If you don't get the email:

• check your junk or spam folder
• try another email you may have used.

If you still need help contact Service SA.

If you have two-factor authentication set up, the 6-digit verification code we send to your phone:

• verifies that it's you trying to log in
• protects your account from unauthorised access.

If you can't verify the code, follow these steps:

1. Go to the mySAGOV login screen (use a browser - not the app)
2. Don't log in
3. Select Forgot password
4. Enter your email – you'll be sent a reset link
5. Open a new tab in the same web browser
6. In the new tab, log in to your email account
7. Follow the reset link in your email.

Once you’ve reset password you should be logged in to your account.

Now you can update your two-factor authentication (2FA) method, follow these steps:

1. Select My account
2. Select Manage two-factor authentication
3. Choose Remove > Select Continue
4. Set up 2FA again using your new mobile number or another verification method.

If you still need help contact Service SA.

• Try logging in to mySAGOV with another email address.
• If you can't remember the password, use Forgot password.

If you still need help contact Service SA.

If you can't verify your identity online, contact Service SA for help setting up your account.

To get a mySAGOV account for your company, you must have a client number with Service SA for your business.

If you can’t set up or log in to your account:

• visit a Service SA centre
• bring your driver's licence and evidence of your company.

For help, call the mySAGOV Service SA hotline on 1300 450 422:

• Monday to Friday - 9 am to 5 pm
• Wednesday - 9:30 am to 5 pm.

Update your account details

• Log in to mySAGOV using a browser - not the mobile app.
• Go to My account > Close account.

Important:

• You'll need to cancel any direct debits first.
• All digital services will be removed.
• You'll return to receiving paper renewals.
• You'll need to verify your identity again to reopen access later.

Mobile app help

Try the following:

• Check for an app update in your App Store or Google Play.
• Make sure your phone software is up to date.
• Swipe down on the credentials screen.
• Log out and back in.
• Clear app cache (see below for steps).

How to clear app cache

For Android:

1. Open Settings.
2. Go to Apps or App Management.
3. Select mySAGOV app.
4. Tap Storage.
5. Tap Clear cache.

For iOS:

1. Open Settings.
2. Go to General > iPhone Storage.
3. Find and select mySAGOV app.
4. Tap Offload App > then Reinstall app.

If you still need help contact Service SA.

Try the following:

• Check for an app update in your App Store or Google Play.
• Clear app cache (see steps above).
• Make sure your phone software is up to date.

If you still need help contact Service SA.

This can happen if the app hasn't been refreshed since your payment.

Try opening your app and swipe down to refresh.

If you pay by direct debit:

• allow a few days for the update to appear
• turn off 28-day app reminders to give your payment time to finalise.

• Check for an app update in your App Store or Google Play.
• Clear app cache (see steps above).
• Make sure your phone software is up to date.

If you still need help contact Service SA.

You'll be logged out after 30 days of inactivity (for security). When logged out, you'll need to re-enter your PIN or biometric login.

Your mySAGOV account email must match the email address registered with the agency (such as Consumer and Business Services) of the credential you're trying to add.

Occupational licences

• Enter your licence number and client number.
• Don't know your client number? Retrieve it online or call Consumer and Business Services on 131 882.

Firearms licences

• Licence number must be 6 digits +1 letter (for example 023456X). If yours is less than 6 digits, add 'zeros' (0's) at the start, for example 000012N.
• You may need to wait up to 2 weeks if the licence was recently issued.
• For more help download the digital firearms licence user guide (PDF 1.2MB).

A vehicle may still appear in your app for a few reasons:

1. It was sold to an SA buyer who hasn't transferred the registration yet (they have 14 days to do so).
2. It was sold interstate or written off - if the vehicle hasn't been re-registered in SA, you'll still appear as the last registered owner.
3. You manually added the vehicle to track its registration status.

To remove a vehicle you have manually added, tap on the vehicle, then:

• Android users select the Delete icon.
• iOS users - select the 3 dots ... on the top right-hand corner of screen, then select Remove vehicle.

If you no longer own the vehicle

• Notify Service SA you've sold the vehicle
• This updates the system and helps you avoid being responsible for the new owner's fines or offences.

To show your digital licence is not a screenshot (for a venue or checkpoint), you may need to shake your phone. This will display the current date and time.

If it's not working:

1. Go to Settings > Accessibility.
2. Make sure Animations are enabled.
3. Turn off any 'Reduce Motion' or similar settings.

Some phones may block shake features if animations are disabled.

If you still need help contact Service SA.

What you can do in the mobile app

• Add South Australian licences and credentials to your phone.
• View your vehicle and boat registrations.
• Get reminders before expiry dates.
• Use the app as valid ID.

You can not

• Change your contact details.
• Manage payments.

To manage your account details and payments, log in to mySAGOV using a browser - not the mobile app.

Contact Service SA if you need more help