I have not been able to use the MYgovID app to log in to any business services as it crashes as soon as I open the notification from sending the code to my phone.
It does not provide any error codes.
I have tried using different wifi connections and also mobile data.
I have cleared caches.
I have uninstalled and reinstalled the app and reverified my identity multiple times.
I have confirmed that my device is compatible and my operating system is as well.
I have also CALLED THE HELPLINE.
The helpline, once it completed the callback I was able to request, spent 30 minutes verifying my identity and then sent me a code to confirm my access through the RAM.
THE RAM THAT I CANNOT ACCESS WITHOUT THE MYGOVID APP WHICH IS NOT WORKING WHICH IS WHAT I CALLED ABOUT.
When I tried to call back the line is in "peak demand" and won't accept my call.
I am furious. This is wasting hours of my and my teams time to sort out. The fact that I waited 45 minutes for a call back only to be helped in the wrong way is unacceptable.
How can I get help with this problem?
Can I get access to ATO online business services without the MYgovID app?
How do I make the app work?
872 views
2 replies
18 months of having this issue and back and forth with ATO and the STRUGGLE and today we managed to resolve it. It took over an hour on the phone. We have been having app issues since day 1.
For others with mygovID app issues:
The phone must be set to AUTOMATIC TIME AND DATE and the language MUST be set to ENGLISH (AUSTRALIAN)
These simple specifications were not stated anywhere I could find on any help site. There was no associated error code. I realise not every bug can be anticipated but users should not be completely locked out of ATO services if there is ANY chance the app will not function, and especially when phone help is limited/difficult to access/overloaded.
I feel that the ATO really needs to change some systems.
1) no way of accessing services without mygovID. This is too limiting. I understand the need for security but if mygovID is non-functional then there is no alternative? Very problematic.
2) Peak Demand hang up. This is an infuriating set up. I would prefer to be told my callback is 2 hours away, or will happen the next day. Being unable to connect AT ALL is ridiculous and forces the user to waste their time calling and calling, when there are clearly call back systems in place - why are these limited? A queue should always be available, even if the offered wait time seems excessive.
