MyGov Account Recovery Tool
Select the options that best describe your situation. All fields marked * are required.
How This Recovery Tool Works
The MyGov Account Recovery Tool asks about your specific access situation — including what information you still have access to, what type of verification is enabled on your account, and what services are linked — to identify the most appropriate recovery path for your circumstances.
This tool does not access any MyGov accounts, does not recover passwords, does not perform identity verification, and does not communicate with any government database. It is an educational guidance tool only. All actual recovery steps must be completed directly through the official MyGov website or by contacting Services Australia.
Forgot Password Recovery
Forgetting your MyGov password is the most common account access issue — and generally the easiest to resolve, provided you still have access to the email address or mobile number registered to your account.
Password Reset Options
From the MyGov sign-in page, select Forgot password. You will be asked to enter your username (your registered email address) and then verify your identity. MyGov will send a one-time code to your registered mobile or email, which you use to set a new password.
Security Verification
During a password reset, MyGov applies security checks to confirm you are the account owner. This typically involves a code sent to your registered contact details. If you cannot receive this code, see the Verification Code Problems section below.
Account Protection After Reset
After resetting your password, review your security settings. Choose a strong, unique password that you do not use for other services, and ensure your contact details — mobile number and email — are current. See our MyGov Password Reset Guide for step-by-step instructions.
Forgot Username Recovery
Your MyGov username is the email address you used when you created your account — not a separate username you chose. This means if you know which email address you registered with, you already know your username.
Email-Based Identification
Check your email inboxes — including older or less-used accounts — for any confirmation or notification emails from MyGov. The address those emails were sent to is your username. Search for subject lines containing "MyGov", "my.gov.au", or "account".
Linked Service Verification
If you have a Centrelink or Medicare account and can access it through another channel, you may be able to confirm which email address is linked to your MyGov account. Services Australia staff may also be able to assist with username identification. See our MyGov Login Problem Solver for further guidance.
Lost Mobile Number Recovery
Changing or losing your mobile number can disrupt MyGov's two-step verification, making it difficult to sign in or complete account updates even if you remember your username and password.
If You Can Still Sign In
If you can still access your account (perhaps via email verification or by temporarily disabling two-step verification), update your mobile number immediately in My details under your MyGov account settings. Once updated, two-step verification will send codes to your new number.
If You Cannot Sign In
If you are locked out because verification codes are going to your old number, contact Services Australia on 132 307 or visit a service centre. Bring photo identity documents — such as a passport or driver licence — to verify your identity. Staff can assist with updating your contact details. See our MyGov Security Guide for prevention tips.
Lost Email Access Recovery
Because your email address is also your MyGov username, losing access to your email can make account recovery more complex — particularly if two-step verification is also linked to that email.
Recover Your Email Account First
Before attempting MyGov recovery, try to recover your email account through your email provider (such as Google, Outlook, or iCloud). Most providers have account recovery options including SMS verification or backup email addresses. Recovering email access is usually faster than going through MyGov identity recovery.
If Email Cannot Be Recovered
If your email address is permanently lost, you will need to contact Services Australia to arrange alternative verification. You may need to prove your identity in person at a service centre. Once identity is confirmed, you may be able to create a new MyGov account linked to a new email address, with your existing services re-linked.
Updating Contact Details
After recovering or changing your email, log in to MyGov and update your email address in your account settings. This ensures future communications and recovery codes are sent to your current address.
Verification Code Problems
Verification codes are a key part of MyGov's two-step sign-in process. Several common issues can prevent codes from arriving when expected.
Check your mobile has coverage and is not in Do Not Disturb mode. Confirm the number on your MyGov account is correct. Some SMS codes are filtered as spam by carriers — check your blocked or filtered messages.
Check your spam or junk folder for codes from MyGov or my.gov.au. Add my.gov.au to your safe senders list. Codes typically expire within a few minutes — request a new one if needed.
If using an authenticator app, ensure your device clock is correctly synchronised. Time drift of even a few seconds can cause codes to fail. Check your app's sync or time settings.
SMS and email codes can sometimes be delayed due to network congestion. Wait two to three minutes before requesting a new code. Requesting multiple codes in quick succession can cause further delays.
If you recently changed your phone or phone number, your verification details may point to an old device or number. Contact Services Australia to update your details if you cannot sign in to update them yourself.
Account Locked Recovery
MyGov automatically locks accounts after a number of consecutive failed sign-in attempts. This is a security feature designed to protect accounts from unauthorised access.
Temporary Lockouts
Short-term lockouts following a few failed attempts typically resolve themselves after a waiting period — usually 15 to 30 minutes. Do not continue attempting to sign in during the lockout period, as this can extend the lockout duration.
Extended Lockouts
If your account has been locked due to repeated failed attempts or suspected security activity, you will need to reset your password or contact Services Australia. Use the Forgot password option on the sign-in page as a first step.
Suspected Unauthorised Access
If you suspect someone has been trying to access your account without your permission, contact Services Australia immediately. You may be asked to verify your identity and review recent account activity. Consider updating your password and enabling two-step verification once access is restored.
Identity Verification Problems
Identity verification issues typically occur when the information you provide during recovery does not match the details held on your MyGov account or by linked government agencies.
Matching Account Information
When completing identity checks, ensure the details you provide exactly match what you provided when creating your account — including name spelling, date of birth, and address. Minor discrepancies can cause verification to fail.
Linked Government Services
If you have services such as Centrelink, Medicare, or the ATO linked to your MyGov account, those agencies hold identity records that can assist with verification during recovery. Services Australia staff can cross-reference your identity using these records.
Personal Information Updates
If your name or personal details have changed since you created your account (such as after marriage or legal name change), Services Australia may need to verify the change through documentation before recovery can proceed.
Recovering Linked Services
Your linked government services can be valuable assets during MyGov account recovery. Staff at these agencies can sometimes use your existing records to help verify your identity and facilitate account restoration.
Centrelink holds records including your CRN (Customer Reference Number), address, and payment history. Visiting a Centrelink service centre with identity documents can support MyGov recovery and re-linking. See our Centrelink Guide.
Your Medicare card details and registration information can be used as an identity verification layer. A Medicare service centre can confirm your identity and may assist with account recovery steps. See our Medicare Guide.
If your Tax File Number (TFN) is linked to your MyGov account, the ATO may be able to assist with identity confirmation. Contact the ATO directly if needed. See our TFN Guide.
If Child Support is linked to your account, Services Australia may be able to use your Child Support records as part of the identity verification process during recovery.
Common Recovery Mistakes
Certain actions during the account recovery process can complicate or delay resolution. Avoid these common mistakes:
- Creating a duplicate account: If you cannot access your existing account, do not create a new MyGov account with the same email address. This can cause conflicts with your linked government services and is not the correct recovery process.
- Using incorrect information: Entering details that do not match your account records — even small errors — will cause verification to fail. Use the exact details you provided when creating your account.
- Sharing login details: Never share your MyGov username, password, or verification codes with anyone — including people who claim to be government representatives. MyGov staff will never ask for your password.
- Ignoring security warnings: If MyGov sends you an unexpected password reset email or security notification that you did not initiate, do not ignore it. Someone may be attempting to access your account. Contact Services Australia immediately.
- Failing to update contact details: If your mobile number or email address changes, update your MyGov account immediately. Delayed updates are the most common reason people lose access to verification codes.
How to Protect Your MyGov Account
The best way to avoid account recovery situations is to keep your account secure and your contact details current. Work through this checklist to protect your access:
- Use a strong, unique password for your MyGov account — do not reuse passwords from other services
- Enable two-step verification using your mobile number or an authenticator app
- Keep your registered mobile number updated whenever your number changes
- Keep your registered email address current and accessible
- Save a secure record of your MyGov username and the email address associated with the account
- Review your MyGov security settings at least once per year
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Frequently Asked Questions
How do I recover my MyGov account?
What if I forgot my MyGov password?
What if I forgot my MyGov username?
What if I changed my mobile number?
What if I lost access to my email?
Why am I not receiving MyGov verification codes?
Why is my MyGov account locked?
Can linked services help with account recovery?
Is this recovery tool official?
Can this tool recover my MyGov account?
How long does MyGov account recovery take?
Where can I find official MyGov account recovery information?
Related Guides
Explore further guides on MyGov and related government services:
Official Resources
For accurate account recovery support, always contact official Australian Government sources. This tool provides guidance only — actual account recovery requires action through official channels.
Why Use PublicAccess.au
PublicAccess.au is an independent information platform designed to help Australians navigate government services and understand their options — without the complexity of official government portals.
We are not affiliated with any government agency. Our content is editorially independent and focused on clarity.
Our tools walk you through the most common recovery scenarios so you can identify the right path quickly.
We provide practical, plain-English security advice to help you protect your government account long-term.
Step-by-step guidance written in plain language — no jargon, no unnecessary complexity.
We link directly to official government services so you can take action through the right channels.
Every page references official sources so you can verify information and take the next step with confidence.
Summary
The PublicAccess.au MyGov Account Recovery Tool is designed to help you quickly identify the most appropriate recovery path for your specific situation. Whether you have forgotten your password, lost access to your mobile or email, been locked out after too many failed attempts, or are experiencing identity verification difficulties, the tool maps your circumstances to the guidance most likely to help.
Account recovery issues are common and in most cases resolvable — the key is knowing which approach to take. Use this tool as your starting point, then take action through the official MyGov website or by contacting Services Australia directly.
For further help, explore our MyGov Login Problem Solver, review the MyGov Account Setup Checklist to protect against future issues, or visit my.gov.au ↗ to begin recovery directly.