myGovID 4+

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!

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.

Developer Response ,

Hi, We are sorry you are having a negative experience with myGovID and trouble verifying your documents. You may need to remove the app from your device and install it again in order to create your account again. If you experience a delay when verifying an identity document, please leave your app open while it verifies your identity document. This process could take up to 15 minutes. For assistance verifying your documents visit www.mygovid.gov.au/need-help

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?