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NiaX101(Newbie)Newbie
10 Oct 2021

I am trying to apply for a TFN; however, my verification status is currently "standard" but needs to be "strong" to apply for one but; to do that, I have to verify my photo by using the app. Whenever I try to prove my face, the app always glitches out, and I never get to the flashing stage when the photo is taken. Does anyone else have this problem, and if so, how do I solve it? I've contacted the myGov helpline, but they haven't been able to help me and I've tried everything from deleting and refreshing the app to re-verifying my account using the same email but nothing has worked.

11,586 views
8 replies
11,586 views
8 replies

Most helpful response

Most helpful replyATO Certified Response

JeremyATO(Community Support)Community Support
ATO Certified Response12 Oct 2021

Hi NiaX101, Sorry to hear you’re having trouble with applying for a TFN. We've followed up with our specialist area and they've let us know that the Verifying your photo and Strong identity strength are new features which are currently in public beta. This means we're still testing and improving on the technology. The Android app has had some recent updates, so if you’re using an Android device you can check the Google Play store to make sure you’re using the latest version of the app (version 1.9.2.1) and try again. We’re also aware of an intermittent issue impacting some myGovID users when they're verifying their identity document or photo. It sounds like you could be experiencing this issue. If that's the case, don’t delete your app, just force close it and try again a bit later. We’re working to resolve this issue as a priority. If you try again later and you're still unable to verify your identity and apply for your TFN using your myGovID, you can check the alternative methods to apply for a TFN.

All replies

Most helpful replyATO Certified Response

JeremyATO(Community Support)Community Support
ATO Certified Response12 Oct 2021

Hi NiaX101, Sorry to hear you’re having trouble with applying for a TFN. We've followed up with our specialist area and they've let us know that the Verifying your photo and Strong identity strength are new features which are currently in public beta. This means we're still testing and improving on the technology. The Android app has had some recent updates, so if you’re using an Android device you can check the Google Play store to make sure you’re using the latest version of the app (version 1.9.2.1) and try again. We’re also aware of an intermittent issue impacting some myGovID users when they're verifying their identity document or photo. It sounds like you could be experiencing this issue. If that's the case, don’t delete your app, just force close it and try again a bit later. We’re working to resolve this issue as a priority. If you try again later and you're still unable to verify your identity and apply for your TFN using your myGovID, you can check the alternative methods to apply for a TFN.

MJ30(Newbie)Newbie
22 Feb 2023

Is this still an issue? Because I have tried today to verify my identity (scan a passport) and it said 'unable to verify' and now that's my status! I can't do ANYTHING ELSE and the help line won't answer my call!

vb_aussie(I'm new)I'm new
25 Mar 2024

I tried all your advised methods for face recognition for myGovID failing and errors but it is not working. It is now 3 years from this topic and yet no solution? Can you please advise what can be done? I uninstalled and reinstalled the app. Changed all the possible lighting options and holding very still but still getting the errors. It has been around 3 hours now and I really need to get this sorted to be able to use my Centrelink. This is adding a lot of unnecessary stress to our lives for a service....

Please help and fix this issue

CaroATO(Community Support)Community Support
3 Apr 2024

Hi @vb_aussie,


To access Centrelink, you don't need a myGovID. Instead, create a myGov account and link it to Centrelink.


Keep in mind, myGovID is your digital identity whereas your myGov account allows you to access government services.

ClementB(I'm new)I'm new
29 June 2024

@CaroATO

Hi, I want to add some things about what do you tell. If you aren’t Australian citizen, if you don’t have a Medicard as well you must to use your Mygouv ID for link your account Mygouv at the Centrelink. So what is the solution ? I’ve got the same problem.

Petes(Newbie)Newbie
30 June 2024

This app is the biggest piece of garbage to ever exist. Facial recognition just refuses to work. So in the end, can’t identify for any services. Can’t do tax. No doubt some useless overpaid IT person still has no clue how to get this right after all these years. Or more likely a bean counter has refused to pump money into it so it gets resolved. Worst design to be created, yet millions gets spent on paintings for the wall.

quirkyban(Newbie)Newbie
1 July 2024

@CaroATO

Hi CaroATO, unfortunately this response does not completely answer the original question this user asked and does not address the main issue of photo verification not working. Please try again.

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