Review Insights · App Store
myID - Australian Government
Australian Taxation Office · 23 ratings · ★ 1.5
1.5
★★★★★
23 ratings
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Top complaints - extracted from 42 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"verify"
10 negative reviews mention this · 24% of all complaints
★★★★★ "Errors errors errors. Trying to verify passport while overseas. Info entered several times. Seems to be an issue with given/middle names not being accepted. Account shows only first name even though I signed up with both First and Middle names." - Numero ripoff
2
"account"
10 negative reviews mention this · 24% of all complaints
★★★★★ "Errors errors errors. Trying to verify passport while overseas. Info entered several times. Seems to be an issue with given/middle names not being accepted. Account shows only first name even though I signed up with both First and Middle names." - Numero ripoff
3
"doesn"
10 negative reviews mention this · 24% of all complaints
★★★★★ "So bad. I set up the ID with a different email to my mygov but when I tried to login to myGov it says the ID has to have the same email as myGov. So then I read the instructions to change the ID which is to tap on the myGov personal identity, and t…" - JWJW12321
4
"update"
8 negative reviews mention this · 19% of all complaints
★★★★★ "Waste. “Update”? “Open” And around we go. Installed one day ago. Waste of time." - lironisa
5
"work"
8 negative reviews mention this · 19% of all complaints
★★★★★ "Worst ever!. 1st of all, I don’t know why they need to waste taxpayers money to change something that works to something not working. 2ndly, if decide to change for whatever reason, do it properly. Now, everytime I need to access mygov account, I have…" - Suiluhnao
6
"passport"
7 negative reviews mention this · 17% of all complaints
★★★★★ "Errors errors errors. Trying to verify passport while overseas. Info entered several times. Seems to be an issue with given/middle names not being accepted. Account shows only first name even though I signed up with both First and Middle names." - Numero ripoff
7
"government"
7 negative reviews mention this · 17% of all complaints
★★★★★ "Worst ever!. 1st of all, I don’t know why they need to waste taxpayers money to change something that works to something not working. 2ndly, if decide to change for whatever reason, do it properly. Now, everytime I need to access mygov account, I have…" - Suiluhnao
8
"cannot"
7 negative reviews mention this · 17% of all complaints
★★★★★ "An absolute embarrassment. I am trying to set up government services after living overseas for a few years. I know my previously used email address and I still have the same phone number as always. I logged in, scanned my passport, showed my other ID and it says “c…" - Ozexpat
9
"doesn work"
7 negative reviews mention this · 17% of all complaints
10
"overseas"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Errors errors errors. Trying to verify passport while overseas. Info entered several times. Seems to be an issue with given/middle names not being accepted. Account shows only first name even though I signed up with both First and Middle names." - Numero ripoff
11
"waste"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Waste. “Update”? “Open” And around we go. Installed one day ago. Waste of time." - lironisa
12
"access"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Worst ever!. 1st of all, I don’t know why they need to waste taxpayers money to change something that works to something not working. 2ndly, if decide to change for whatever reason, do it properly. Now, everytime I need to access mygov account, I have…" - Suiluhnao
📋 All 42 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Errors errors errors
Trying to verify passport while overseas. Info entered several times. Seems to be an issue with given/middle names not being accepted. Account shows only first name even though I signed up with both First and Middle names.
Waste
“Update”?
“Open”
And around we go.
Installed one day ago.
Waste of time.
“Open”
And around we go.
Installed one day ago.
Waste of time.
Hopeless
Apparently I have to update the App to use it, but there is no option to update the App in the App Store. So unusable.
Worst ever!
1st of all, I don’t know why they need to waste taxpayers money to change something that works to something not working. 2ndly, if decide to change for whatever reason, do it properly. Now, everytime I need to access mygov account, I have to uninstall and reinstall the app, put in all my ID information to activate it. This situation persists for months by now. Multiple phone calls made to the service centre. The ultimate solution is to uninstall and reinstall. It’s a shame that a government app is badly designed. Never used an app this bad! Not even deserve one star as the effort is not necessary. I want the old app back!
Yup, it’s terrible
I think it might be harder to make a worse, more frustrating app if you tried.
An absolute embarrassment
I am trying to set up government services after living overseas for a few years. I know my previously used email address and I still have the same phone number as always.
I logged in, scanned my passport, showed my other ID and it says “cannot verify identity.”
The only way to rectify the issue is to call a phone number which has been experiencing “unprecedented call volume” for the last 6 months and therefore cannot answer the line.
Despite this, I’m still required to pay taxes for this garbage service. The crazy thing is that I moved back here after living and working in a developing country and their infrastructure was far superior to this. How embarrassing as an Australian.
I logged in, scanned my passport, showed my other ID and it says “cannot verify identity.”
The only way to rectify the issue is to call a phone number which has been experiencing “unprecedented call volume” for the last 6 months and therefore cannot answer the line.
Despite this, I’m still required to pay taxes for this garbage service. The crazy thing is that I moved back here after living and working in a developing country and their infrastructure was far superior to this. How embarrassing as an Australian.
Insanely bad app
This app has been such an inconvenience to me as someone who lives overseas. Every time I try to log into myGov I end up having to speak to someone on the phone. This app is useless and it’s comical that it exists in this day and age. 1 star is way too generous.
Terrible APP for ATO purpose
It is the worst app specifically designed to convey important personal information to gov departments, especially for oversea individuals. Only Australian phone number be able to drive it. Additionally, the methods it provides are impractical, I ‘ve submitted all information to prove the identity, such as drive license, Medicare and visa info, which already enough for meeting the standards verification, however it still requires to fill in the last information of Australian passport to verify my identity, which I don’t have. That means no way to complete the verification and not allowed to continue to log in my gov. It has a bug of this mandatory requirement which go against the reality. The whole process was despairing. What’s even more ridiculous is that , following the advice of customer service, I reset the ID originally registered email and attempted to register with a new ID using a different email, tried to link ATO , Centrelink and other information over to the new account to retrieve it, once entered the driver license info, the system was immediately locked, the reason given was that same personal details was registered with another email , not allowed continuing with new ID & must use existing one to do. It is even worse that existing ID was reset, and the lockout not allowed to delete the newly registered ID, so I ended up stuck in a dead loop. No solution!
Cannot perform a simple task
The application does not receive the necessary code for desktop sign-in. The primary purpose of this app is to enable you to receive a verification code, and it is unable to fulfill this task.
Frustrating app
Same as everyone else said. Horrible, useless app
My IPhone lets me open App in App store only
I cannot download the app. No option in the Apple Store to download it. Useless without the app.
So bad
I set up the ID with a different email to my mygov but when I tried to login to myGov it says the ID has to have the same email as myGov. So then I read the instructions to change the ID which is to tap on the myGov personal identity, and then on email and update - but there is no button, it doesn't exist and now I cannot use find anyway to use this ID OMG
Terrible and so time consuming
This app is the most poorly designed and frustrating app to use and it is required for some government purposes. For starters, there are issues with verifying your ID; for example, if a passport scan doesn’t work you have to delete the app, reinstall it and manually enter your passport details.
Creates a new account for existing user
Get a new iPhone. Try to login again. Can’t remember which email address you used, so you login as an existing user. If you use the wrong email address it doesn’t say this user does not exist, it CREATES A NEW USER for that email address and doesn’t tell you. Illogical. Poor process flow. Terrible app. Concept of validating with this type of app is outdated and redundant. Less secure and so many more logical and easier methods to securely access online systems. Why does the Australian government spend so much reinventing the wheel so we can be their application testers instead of using existing tried and proven methods which don’t require us to report their illogical and buggy apps they develop in house?
Driver License
It is very difficult to use. When re-logging into the account or transferring to another mobile phone, when verifying the driver's license information again, it always prompts that it cannot be verified. cause it not to work properly.
Data validation doesn’t work
Just the worst app. The validation for ids doesn’t work across multiple sources. Keeps locking me out. Massive inconvenience given the recent need to use this to register as a director with threat of fines. Least they could do is make the gateway to this work
Doesn’t work.
Like our government this is a waste of time around and around and around and around. Still no access for overseas Aussie’s. This is exactly a good example of how the Australian government works. A JOKE!!!!
Careful
It’s the worst thing I’ve been through. Once you put your information, you cannot deactivate your account or do anything! Not so clear why they made this app. Even apps that are made for scams are more clear than this one! Don’t waste your time.
Complete waste of time
So it can’t verify my Australian passport or VIC licence! When it hits “unable to verify” the only way to try a different document is to delete the app and reinstall to try again!!! Insane!!!
Doesn’t work at all
Won’t let me sign up at all - always errors out after entering the email 2FA code
“Update app” error
Just comes up with an error saying “update app”. When I click the update button it takes me to the App Store but I already have the latest version of the app. Have tried deleting the app and reinstalling but no difference. Australian government please get this fixed so your citizens living overseas can file their taxes and not get fined. Please and thank you
The worst!!
Cannot verify identity. Installed, re installed, created new email addresses just for myGov. If this was a commercial operation it would have been broke by day 1. Unfortunately Australians have no other option than this horrific system. I wonder how many duplicate users and people that cannot access their own information there are. Would give minus 5 starts if I could.
Constantly says update required even when I’ve updated my version
No longer works as it says I don’t have the most updated app when I’ve uninstalled and re downloaded multiple times. Help line has no answer
Tells me it needs an update
Then goes to App Store. Endless loop
Broken
I can’t login to ATO portal because the app isn’t “up to date” however when I open to update the app is up to date.
Terrible User Experience
Trying to figure out how to import my birth certificate and none of the information I put in is accepted so I keep trying different approaches for my remaining attempts. No where did it say it would lock me from the app for 24 hours if the system couldn’t find my information.
So not only is the system for importing data painful, you’re punished for trying to use the system. On top of this all the documentation for help doesn’t actually line up with what is on my birth certificate.
So not only is the system for importing data painful, you’re punished for trying to use the system. On top of this all the documentation for help doesn’t actually line up with what is on my birth certificate.
The worst app in the world
Horrible app to use. Seriously bad customer service. Please remove this as an app
Terrible malfunctioning app
I’ve had over 10 different error messages. The app is bugging out and freezing at various stages. I have used the app before where I managed to get it working (with difficulty) but now it appears totally broken. I don’t know how this could be such a broken experience
App doesn’t work
I have been trying constantly to use this app so I can access My Gov from overseas. Constant errors. (Error code NWK). Please fix the bugs.
Error code upon opening
NWK000003
Do you need an Aussie passport to get the “strong” account?
Seems like would have been good for Centrelink to call this out before I started this process
Not working
How did this make it into production? Same issue as many other users. Documents do not verify, the app is blocked for half an hour and eventually ends up in a dead end - being asked to verify at least two documents but no links or options to do so.
Most frustrating App I have experienced
The app just hangs while trying to verify the documents. Got the the support line and waited 21 minutes to speak to someone who validated all my documents over the phone but the App still hangs. Every time I have to reset and start again.
Update after reading the developer response - thanks for sharing that it could take up to 15 minutes to verify a document. Two suggestions to consider please. First, communicate that in the App so people think that the App is locked up. Second, please let your customer support center know since when I called for help and waited a long time on hold before speaking to someone, I was told that it should take seconds to verify documents.
Update after reading the developer response - thanks for sharing that it could take up to 15 minutes to verify a document. Two suggestions to consider please. First, communicate that in the App so people think that the App is locked up. Second, please let your customer support center know since when I called for help and waited a long time on hold before speaking to someone, I was told that it should take seconds to verify documents.
Doesn’t work
Tried add my passport. Just froze up and crashed. Forces you to start whole process all over again. A complete waste of time.
Dead end
Successfully got one ID scanned after 10 minute wait, then another 10 minutes for 2nd ID, then got a failure alert. Now the app tells me “ Your identity is not strong enough.
Go back and verify any two documents.” My account details are up there. but there’s nowhere to verify ID, nothing to click on.
Go back and verify any two documents.” My account details are up there. but there’s nowhere to verify ID, nothing to click on.
Will not open
I never get past the welcome splash because the app crashes every time. This leaves me unable to use Services Australia at all.
Truly incompetent
An app that doesn’t work
A failure to the size you would only ever see in government
A failure to the size you would only ever see in government
Typical SNFU
The MyGovID account is in the US App Store, but not the MyGov app. Setup MyGovID but can’t link it to the MyGov app…because it’s not available. Argh! So short sighted.
Buggy
If you don’t complete the setup first go then your identity will be set to Basic and tell you that you need to verify 2 more documents. But there is literally no way to submit any documents via the app at that point.
No button to proceed after entering password
There is no button to proceed to the next screen after entering password during account creation...
Really poor experience
1. Had it all set up, ready to go after ten minutes. Decided to add another ID to strengthen verification. That ID didn't verify properly, so the whole app froze up and said: "Unable to verify".
2. Despite having created a profile already, I had to go through the whole process again!
3. Didn't save any files on device or cloud, so another ten minutes wasted setting it up.
2. Despite having created a profile already, I had to go through the whole process again!
3. Didn't save any files on device or cloud, so another ten minutes wasted setting it up.
New version not working
Without it, can’t access online services.
Sentiment summary
13%
Positive (4-5★)
0%
Neutral (3★)
87%
Negative (1-2★)