SA.GOV.AU - mySAGOV troubleshooting

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margin: 0; } .page_contents ul#toclist>li:after { content:none; } </style> <p style="margin-bottom:0px"><b>On this page</b></p> <ul id="toclist"></ul> </div> </div> <div class="bluebreakout"> <div id="component_908791"> <p>If you're looking for Australian government services such as the Australian Taxation Office or Centrelink, visit the <a href="https://my.gov.au/en">myGov website</a>.</p> </div> </div> <div id="component_856825"> <h2>Create an account</h2> </div> <h3 class="accordion" >Don't have a payment number or licence card number</h3> <div><p>Contact us and we'll finish creating your account for you. Once this is done, you'll be able to access online services quicker next time.</p><h3>Phone</h3><p>Phone Service SA on <a href="tel:13-10-84">13 10 84</a> between 9:00 am and 5:00 pm Monday to Friday.</p><p>You'll need to provide <a href="https://www.sa.gov.au/topics/driving-and-transport/licences/tests/evidence-of-identity">evidence of your identity</a> for us to verify it's really you.</p><h3>In person</h3><p>Attend a <a href="https://www.sa.gov.au/topics/about-sa/directories/customer-service-centres/locations-and-opening-hours">Service SA centre</a> with your SA driver's licence or with <a href="https://www.sa.gov.au/topics/driving-and-transport/licences/tests/evidence-of-identity">evidence of your identity</a>.</p></div> <h3 class="accordion" id="differentemail">My details are already linked to an account but with a different email</h3> <div><p>You may have already created an account and linked your details using a <strong>different</strong> email address.</p><p>If you remember this email address, <a href="https://account.ezyreg.sa.gov.au/account/home.htm">log in</a> using those details. You can <a href="#changeemail">change your email</a> after you have logged in.</p><p>Can't access the old email address? Contact us and we'll change it for you.</p><h3>Phone</h3><p>Phone Service SA on <a href="tel:13-10-84">13 10 84</a> between 9:00 am and 5:00 pm Monday to Friday.</p><p>You'll need to provide <a href="https://www.sa.gov.au/topics/driving-and-transport/licences/tests/evidence-of-identity">evidence of your identity</a> for us to verify it's really you.</p><h3>In person</h3><p>Attend a <a href="https://www.sa.gov.au/topics/about-sa/directories/customer-service-centres/locations-and-opening-hours">Service SA centre</a> with your SA driver's licence or with <a href="https://www.sa.gov.au/topics/driving-and-transport/licences/tests/evidence-of-identity">evidence of your identity</a>.</p></div> <div id="component_856844"> <h2>Logging in</h2> </div> <h3 class="accordion" >Forgot my password</h3> <div><p>You can reset your password by selecting <strong>Forgot password</strong> on the <a href="https://account.ezyreg.sa.gov.au/account/home.htm">login screen</a>.</p><p>Enter the email address linked to your mySAGOV account, and we’ll send you a link to reset the password. Make sure you check your junk folder.</p><p>If you don't receive the link, this may mean you don't have an account with that email address. If you have another email, try logging in with that one. Otherwise, create a new account.</p><p>There's a different process if you're trying to reset your password, but you <a href="#changeemail">can't access your email address</a>.</p></div> <h3 class="accordion" id="cantgetcode">Can't receive my code to log in</h3> <div><p>You may need to recover your account if:</p><ul><li>your mobile number has changed</li><li>you cannot access your authenticator app - eg you got a new phone.</li></ul><p>To recover your account, you'll need to reset your password.</p><p>Follow these steps:</p><ol><li>Open your internet browser using one device (computer or mobile) - do not use the mySAGOV app.</li><li>Open the <a href="https://account.ezyreg.sa.gov.au/account/home.htm">login screen</a> and select <strong>Forgot password</strong>.</li><li>Enter your email address. You'll be sent a link to your email to reset your password.</li><li>Open a new tab in the same internet browser and log into your email account. Make sure you do this step in the same internet browser, do not use a separate app to access your email.</li><li>Select <strong>update your password</strong>.</li><li>Create a strong and unique password, then enter it again to confirm it. Select <strong>Submit</strong>.</li></ol><p>Once you've reset your password, you'll be directed to the home screen in your account.</p><p>To make sure you can log in easily next time, update your two-factor authentication (2FA) details by following these steps:</p><ol><li>Select <strong>My account</strong>.</li><li>Select <strong>Manage two-factor authentication</strong>.</li><li>Select <strong>Remove</strong>.</li><li>Select <strong>Continue</strong>.</li></ol><p>You can now set up 2FA again, this time entering your new mobile number or choosing a different verification method.</p></div> <div id="component_857820"> <h2>Manage my account</h2> </div> <h3 class="accordion" id="changeemail">Email address has changed</h3> <div> <div id="component_857501"> <p>You can update your email address used for your mySAGOV account.</p><ol><li>Log in to your mySAGOV account using your internet browser (not the mySAGOV app). Make sure you log in using the current email address linked to your account. Select <strong>Start now</strong> below to begin.</li><li>Select <strong>My account</strong>.</li><li>Select <strong>Change email address</strong>.</li><li>Enter your new email address and click <strong>Save</strong>.</li><li>Select <strong>Back to EzyReg Account </strong>(located at the top right-hand corner of the screen).</li><li><strong>Log out</strong> of your account.</li><li>To complete the verification, <a href="https://account.ezyreg.sa.gov.au/account/home.htm">log back in</a> to your mySAGOV account. You will be sent a verification link to your new email address.</li><li>Open a new tab and log into your email account.</li><li>Open the email from mySAGOV.</li><li>Select <strong>Verify your email address</strong>.</li></ol><p><a href="https://account.ezyreg.sa.gov.au/account/home.htm" class="action">Start now</a></p><p>Once you have verified your new email address, you'll be directed to the home screen in your account. Your new email address should display at the top right-hand corner of the screen.</p><h4>Forgot email</h4><p>If you're not sure which email address is linked to your mySAGOV account, try resetting the password. Use <strong>Forgot password</strong> on the <a href="https://account.ezyreg.sa.gov.au/account/home.htm">login screen</a>.</p><p>Enter the email address (you’ll need access to the email address). If you receive an email with a link to reset your password, then an account exists for this address.</p><h4>Can't access your email</h4><p>If you no longer have access to the email address linked to your mySAGOV account and don't know your password, you'll need to <a href="https://www.sa.gov.au/topics/about-sa/directories/customer-service-centres/locations-and-opening-hours">contact Service SA</a>. You'll need <a href="https://www.sa.gov.au/topics/driving-and-transport/licences/tests/evidence-of-identity">evidence of your identity</a> for us to verify it's really you.</p> </div> </div> <h3 class="accordion" >Mobile number has changed</h3> <div> <div id="component_857497"> <p>Depending on how you have chosen for mySAGOV to use your mobile number, you may need to follow <strong>both </strong>of the processes below to correctly update it.</p><h4>Two-factor authentication (2FA)</h4><p>If you have 2FA enabled, follow these steps to update your mobile number or change your preferred verification method:</p><ol><li>Log in to your mySAGOV account using your internet browser (not the mySAGOV app). Select <strong>Start now</strong> below to begin.</li><li>Select <strong>My account</strong>.</li><li>Select <strong>Manage two-factor authentication</strong>.</li><li>Select <strong>Remove</strong>.</li><li>Select <strong>Continue</strong>.</li></ol><p><a href="https://account.ezyreg.sa.gov.au/account/home.htm" class="action">Start now</a></p><p>You can now set up 2FA again, this time entering your new mobile number or choosing a different verification method.</p><p>If you're having trouble logging in, you can <a href="https://www.sa.gov.au/mysagov/troubleshooting#cantgetcode">recover your account</a> instead.</p><h4>Notification preferences</h4><p>If you receive your registration renewal notices or direct debit notifications to your mobile number, follow these steps to update your mobile number:</p><ol><li>Log in to your mySAGOV account using your internet browser (not the mySAGOV app). Select <strong>Start now</strong> below to begin.</li><li>Select <strong>My account</strong>.</li><li>Select <strong>Change mobile</strong>.</li><li>Enter your new mobile number and select <strong>Save<em>.</em></strong></li><li>To complete the process, you will need to SMS the verification code shown on the screen to the mobile number provided.</li><li>You will receive a text message to confirm your mobile number has been verified.</li><li>Click <strong>Done</strong> on the screen in your mySAGOV account.</li></ol><p><a href="https://account.ezyreg.sa.gov.au/account/home.htm" class="action">Start now</a></p> </div> </div> <h3 class="accordion" >Change or update credit card details</h3> <div> <div id="component_857493"> <p>You can update your bank or credit card details used for your mySAGOV account.</p><p>If you have a new expiry date for your card, you can update an existing payment method.  Once you have updated your payment method, any direct debit agreements using this payment method will be updated automatically.</p><p>If you have a new card (with different card numbers) or want to switch to a different payment method - eg bank account, you can add a new payment method. To make sure your registrations on direct debit use this newly added payment method, you'll also need to update the direct debit agreement for each registration.</p><h4><strong>To get started:</strong></h4><ol><li>Log in to your mySAGOV account using your internet browser (not the mySAGOV app). Select <strong>Start now</strong> below to begin.</li><li>Select <strong>My account</strong>.</li><li>Select <strong>Payment methods</strong>.</li></ol><p><a href="https://account.ezyreg.sa.gov.au/account/home.htm" class="action">Start now</a></p><p><strong>To update an existing payment method:</strong></p><ol><li>Under <strong>Your payment methods,</strong> select the payment method you wish to update.</li><li>Select <strong>Update</strong>. If updating a credit card, select <strong>Edit details</strong>.</li><li>Enter your new bank account or credit card details and select <strong>Next</strong> then <strong>Finish</strong>.</li><li>Any direct debit agreements using this payment method will now be updated.</li></ol><p><strong>To add a new payment method:</strong></p><ol><li>Under <strong>Add a new payment method,</strong> select the payment type you wish to add.</li><li>Select <strong>Next</strong>.</li><li>Enter your new bank account or credit card details and select <strong>Finish</strong>/<strong>Save</strong>.</li><li>Now, to update your direct debit agreement, go to the Home screen in your account.</li><li>Select <strong>Vehicle list</strong>.</li><li>Select <strong>Modify vehicles on direct debit</strong>.</li><li>Select the vehicles you want to use the new payment method and select <strong>Continue</strong>.</li><li>Select the new payment method from the drop-down list and select <strong>Continue</strong>.</li><li>Select<strong> I agree</strong>.</li><li>Select <strong>Finish</strong>.</li></ol> </div> </div> <h3 class="accordion" >Close my account</h3> <div><p>To close your account, you will need to log in to your mySAGOV account.</p><p>You will retain a 'mySAGOV' account, but you will no longer have access to mySAGOV account services.</p><p>Any vehicles you have nominated for direct debit must be unsubscribed from direct debit before you can close your account.</p><p>If you have subscribed to digital renewal notices, you will be unsubscribed from the service and receive paper notices instead.</p><p>Follow these steps:</p><ol><li>Open your internet browser using one device (computer or mobile) - do not use the mySAGOV app.</li><li>Open the <a href="https://account.ezyreg.sa.gov.au/account/home.htm">login screen</a> and <b>enter</b> your email and password.</li><li>Select <strong>My account </strong>in the top menu of your home page.</li><li>Select<strong> Close account</strong> under <strong>Your identity.</strong></li></ol><p>Once your account has been closed you will need to verify your identity again should you wish to use mySAGOV account services.</p></div> <div id="component_790563"> <h2 id="app">Using the mySAGOV app</h2> </div> <h3 class="accordion" >Can't update my details or find what I'm looking for</h3> <div><p>The mySAGOV app is different to your mySAGOV account.</p><p>With the app you can add your digital licence to your phone, check your registrations and set up renewal reminders.</p><p>You will need to <a href="https://account.ezyreg.sa.gov.au/account/home.htm">log into your mySAGOV account</a> using your internet browser instead to do things like:</p><ul><li>notify you've sold your vehicle</li><li>update your address</li><li>view your driving offences in detail</li><li>download your registration certificate or receipts</li></ul><p>If you're looking for Australian government services such as the Australian Taxation Office or Centrelink visit the <a href="https://my.gov.au/en">myGov website</a> instead.</p></div> <h3 class="accordion" >App isn't loading</h3> <div><p>Your app may not be loading if it needs to be updated.</p><p>App updates include important bug fixes and security patches. Keeping it updated also ensures you'll have access to the latest features of the app.</p><h4>How to check if your app needs updating</h4><p>On your mobile device, search for mySAGOV app on the App Store or Google Play.</p><p>If you have the latest version, there will be an <strong>Open</strong> button.</p><p>If you have an <strong>Update</strong> button, then an update is required.</p></div> <h3 class="accordion" >App keeps logging me out</h3> <div><p>For security reasons, you'll be automatically logged out after 30 days of inactivity. After this time, you'll be asked to log in again. This means you'll need to set up your PIN and fingerprint or facial recognition again.</p></div> <h3 class="accordion" >Licence won't verify when I shake my device</h3> <div><p>Animations must be enabled on your device for this feature to work.</p><p>Go to your phone's <strong>Accessibility</strong> settings to check your animations settings.</p><p>You will want to ensure that <strong>Remove or reduce animations</strong> is <strong>turned off</strong>.</p></div> <h3 class="accordion" >Remove a vehicle from the app</h3> <div><p>If you've recently sold or disposed of a vehicle, and it's still showing in your app this may be because:</p><ol><li>The new owner hasn't transferred the registration into their name yet.</li><li>The vehicle's been sold to an interstate buyer.</li><li>The vehicle's been written off or taken to a wrecking yard.</li></ol><p>If the vehicle's been sold to an SA buyer, the new owner has 14 days to <a href="https://www.sa.gov.au/topics/driving-and-transport/registration/vehicle-registration/transfers/transfer-registration">transfer the registration</a> into their name.</p><h4>Sold interstate or wrecked</h4><p>If the vehicle's been sold to an interstate buyer, been written off or taken to a wrecking yard, Service SA's system will continue to record you as the last registered owner. This is because it's not being registered in a new SA owner's name.</p><p>As the system records you as the last registered owner, this means the vehicle will continue to show in your app.</p><h4>What you can do</h4><p>If you've sold the vehicle, it's important that you <a href="https://www.sa.gov.au/topics/driving-and-transport/registration/vehicle-registration/transfers/lodge-disposal-notice">submit a notice of disposal</a>. This ensures Service SA is notified and can record on the system that you aren't the current owner of the vehicle.</p><p>If the vehicle's been declared a write-off, the insurer will notify Service SA within 7 days.</p></div> <h3 class="accordion" >App says my registration is expiring soon but it's been paid</h3> <div><p>Your information is updated everytime you open the app. This means if you don't open your app regularly, it does not register that a payment has been made.</p><p>We recommend opening your app and refreshing the data after you pay your registration renewal.</p><p>If you pay by direct debit, we recommend switching off reminders in the app. Alternatively, you can ignore the reminders for any registrations paid by direct debit as if there's an issue with your payment, Service SA will contact you directly.</p></div> <div id="component_798466"> <div id="component_787685"> <h2>Need help?</h2><h3 class="accordion">Contact Service SA</h3><div><h4>Online</h4><p>Send us your details and we’ll get back to you as soon as we can. Be sure to include your full name, licence number and the phone number you’d like us to contact you on.</p><p><a href="https://forms.sa.gov.au/#/form/58cf0fff088f9a1930196991" class="primary_btn" title="Start now: contact Service SA">Start now</a></p><h4>Phone</h4><p>Phone Service SA on <a href="tel:1300-450-422">1300 450 422</a> (Monday to Friday) during business hours.</p></div> </div> </div> <div class="toc_rellink_wrapper toc-mobile"> <h3>Related</h3> <ul id="man_toclist"> <li class="no_bullet"><a href="https://www.sa.gov.au/mysagov/account" title="">mySAGOV account</a></li> <li><a href="https://www.sa.gov.au/mysagov/my-sagov-mobile-app" title="">mySAGOV mobile app</a></li> <li><a href="https://www.sa.gov.au/mysagov/security" title="">Account security</a></li> </ul> </div> <style> /* related links / TOC component - desktop only */ .toc_rellink_wrapper.toc-desktop { display: none; } @media (min-width: 768px) { .toc_rellink_wrapper.toc-desktop { display: block; } } /* related links / TOC component - mobile only */ @media (min-width: 768px) { .toc_rellink_wrapper.toc-mobile { display: none; 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