Trying to create a DirectorID using MyGovID. I have a google pixel 6a android device. I have installed mygovID app. Cleared cache and data. Uninstalled app and reinstalled. Select I am an existing user. Enter email address and continue receive SMS 6 digit code. Then keep getting (lost count) system unavailable message.
Hi @JLennox
We have some trouble shooting information that we recommend trying for error POI11000(500).
Take a look at our most helpful response on a similar thread for the steps to try.
If you are receiving the error message POI11000(500) this is a fatal system error. There is nothing you can do to fix this yourself.
There is a specific reason for this error appearing and there are several thousand other people who have yet to become aware of it when next they need to recover their myGovID at a future date.
You will need to contact the myGovID support line and tell them to escalate you issue so that it can be further investigated.
It will take a minimum four weeks for this to be resolved from day of escalation.
You can work around this by making a formal complaint when your call to the myGovID support line is answered and this will reduce the resolution timeframe considerably.
Hi @JLennox
We have some trouble shooting information that we recommend trying for error POI11000(500).
Take a look at our most helpful response on a similar thread for the steps to try.
24 Aug 2025 · 2 min read time
2 Dec 2025 · 3 min read time
24 Aug 2025 · 3 min read time
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