If you contact us by phone, you'll need to verbally confirm some security questions about your account before we can assist you. The questions can vary depending on what you're calling about.
If you're unable to confirm all required information over the phone, you'll need to attend in person with identification.
For mySAGOV account assistance or updating details
In addition to our standard security questions, you'll need to provide an identity document number so that we can verify it using our Document Verification System.
This applies to:
- Any mySAGOV account support
- Updating your phone number or email address
- Residential or postal address updates
- Changing your residential or postal address.
Acceptable identity documents:
- a current Medicare card showing your name (may include other persons' names and your name does not need to be the primary name)
- an Australian Births, Deaths and Marriages office issued full birth certificate showing parental details
- a current Australian passport or one that has expired within the previous 3 years
- a current Australian visa (with a foreign passport and accompanied by a visa grant notice) or an electronic travel authority (with a foreign passport)
- a current New Zealand passport (where the Australian visa cannot be verified)
- marriage certificate issued by an Australian Births, Deaths and Marriages office
- Australian Citizenship Certificate, Certificate of Naturalisation, Declaratory Certificate of Australian Citizenship, Evidentiary Certificate of Australian Citizenship, Citizenship by Descent extracts (formerly Registration of Citizenship by Descent)
- an Australian Government ImmiCard (current or expired) (Evidence of Immigration Status or Australian Migration Status or Permanent Resident Evidence or Residence Determination) issued by the Department of Home Affairs
- document for travel to Australia issued by the Department of Home Affairs.
Page last updated 12 June 2026
