Tips and troubleshooting

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    mySAGOV account

    Creating an account


    I don’t have a licence or a vehicle registered in my name

    To protect your account, you will need to visit a Service SA customer service centre so we can verify your identity.


    The link to verify my email address has expired

    The link to verify your email address is valid for 2 hours. If your link expires, log in again using the email address and password you used to create your account. Another verification email will be sent.


    The system says a mySAGOV account already exists using this email address

    If you are presented with this error, it means an account has already been created using that email address.

    If this is your account, try logging in instead. You can reset your password if you don't remember it.

    Each mySAGOV account must have a unique email address. If you share an email address with someone else, only one of you can use this email to create an account. This means if the email address is already in use, you will need to use a different one.


    The system says a mySAGOV account already exists for my licence or client number with a different email address

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

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

    If you need to change the email address associated with your account, you'll need to visit a Service SA customer service centre so we can verify your identity.

    Signing in


    How to log in if you forget your email or password

    Forgot password

    You can reset your password by selecting Forgot password on the login screen.

    Enter the email address linked to your mySAGOV account, and we’ll send you a link to reset the password.

    Forgot email

    If you're not sure which email address is linked to your mySAGOV account, try resetting the password. Use Forgot password on the login screen.

    Enter the email address. You’ll need access to the email address. If you receive an email with a link to reset your password, then an account exists using this email.

    Cannot access email

    If you no longer have access to the email address linked to your mySAGOV account and do not know your password, you will need to visit a Service SA customer service centre so we can verify your identity and update your details.


    I can't access the 6-digit verification code to log in to my account

    You can recover your account online if:

    • the mobile number used to set up two-factor authentication has changed and you are unable to receive the code
    • you cannot access the authenticator app used to set up two-factor authentication - eg you got a new phone.

    To recover your account, you will need to reset your password.

    Follow these steps:

    1. Open your internet browser using one device (computer or mobile) - do not use the mySAGOV app.
    2. Open the login screen and select Forgot password.
    3. Enter your email address. You'll be sent a link to your email to reset your password.
    4. Open a new tab in the same internet browser and log into your email account. Make sure you do this step in the same internet browser, do not use a separate app to access your email.
    5. Select update your password.
    6. Create a strong and unique password, then enter it again to confirm it. Select Submit.

    Once you have reset your password, you'll be directed to the home screen in your account. You can now update your two-factor authentication.

    To do this, select My account then Manage two-factor authentication under 'Account details'.

    For detailed steps on how to update two-factor authentication, see Managing your account.

    Managing your account

    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.

    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.

    Registration expiring

    The app is telling me my registration is expiring soon but I pay by direct debit

    If you have set up reminder notifications in the app and your registration is on direct debit, you may receive invalid notifications advising your registration is expiring.

    This is because the information is updated when you open the app. If you don’t open your app regularly, it does not register that a payment has been made.

    It is recommended that you switch off reminders if your registrations are on direct debit. If not all your registrations are on direct debit and you still wish to receive the reminders, then you can ignore the reminders for any registrations that are on direct debit.

    If there is an issue with your direct debit, you will receive an email from Service SA.

    Vaccination certificates


    Android users receiving invalid notifications about vaccination certificates expiring

    These reminders are incorrect and can simply be disregarded.

    To fix the issue:

    1. Update the app to the latest version (version 1.8.4).
    2. Check app defaults: Phone settings > Apps > mySAGOV > Set as default > Open supported links > In this app.
    3. Remove the COVID-19 vaccination certificate.
    4. Relink or reshare the certificate to the app.

    Displaying vaccination certificate

    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.

    Contact details

    Contact Service SA

    Online

    Send us your details and we’ll get back to you as soon as we can. Be sure to include your full name, licence number and the phone number you’d like us to contact you on.

    Start now

    Phone

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


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    Page last updated 30 November 2022

    Provided by:
    Department for infrastructure and Transport
    URL:
    https://www.sa.gov.au/mysagov/troubleshooting
    Last Updated:
    30/11/22
    Printed on:
    01/12/22
    Copyright statement:
    SA.GOV.AU is licensed under a Creative Commons Attribution 4.0 Licence. © Copyright 2022
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