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Rola(Newbie)Newbie
31 Aug 2023

I'm super frustrated with this issue. I have downloaded, deleted, and redownloaded this app multiple times. When I tap on the Australian passport button to enter the details, it switches to it for half a second and then immediately goes back to the my identity main section - almost like an error. I have lived out of Australia for 13 years and aside from my Australian birth certificate I have no other ID that would allow me to move from basic to strong, which I need to set up up a Director's ID number.


There is no way to login from a browser, only the app, so I have no other way to prove my identity.


Any ideas?

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2 replies
797 views
2 replies

Most helpful response

Most helpful reply

DanielleATO(Community Support)Community Support
31 Aug 2023

Hi @Rola,


When it comes to using myGovID to verify your identity. It could be it when you have removed the app from your device. That the backend of the app may not have been reset. If you follow the instructions for the error UNK000001. This may resolve the issue you are experiencing.


If you are needing to apply for a Director ID and you are overseas. If you cannot get the myGovID working. There are other options for applying for Director ID.


All replies

Most helpful reply

DanielleATO(Community Support)Community Support
31 Aug 2023

Hi @Rola,


When it comes to using myGovID to verify your identity. It could be it when you have removed the app from your device. That the backend of the app may not have been reset. If you follow the instructions for the error UNK000001. This may resolve the issue you are experiencing.


If you are needing to apply for a Director ID and you are overseas. If you cannot get the myGovID working. There are other options for applying for Director ID.


mi_guv_eye_d(Master)Master
11 Sept 2023

The app behaviour described here has been mentioned by several other myGovID users. The app doesn't get to a stage where the user can input their passport information.


Please note that a Standard myGovID is sufficient to apply online for a DirectorID. Strong is not mandatory.


@Rola Have you downloaded and installed the latest version of the myGovID app? If the error persists please contact the myGovID support line to report your experience and be sure to include specific information:

  • Device you are using (Brand and model)
  • Method of connection (Mobile data / wifi)
  • Version of mobile device operating system
  • Version of myGovID app
  • Specific time and date that issue occurred
  • Specific app steps undertaken and in what order


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MyGovID app wont let me add my passport it immediately returns to main section - is there a bug? | ATO Community