In this article, you can find some common questions about identity verification. And — you can contact us anytime if you can't find your question in this list.
In this article
Why can't I use my international passport?
You must hold a valid Australian visa to verify your identity. If your personal details have changed or you have been issued a new passport since your visa was granted, you'll need to notify the Australian Department of Home Affairs. You can try again after a few business days.
I hold dual citizenship. Which document should I use to verify?
If you hold dual-citizenship, you must use your Australian passport or another document for identity verification.
Why is my document being rejected?
Make sure that all parts of your document are visible and legible. If using a driver licence, make sure the text within the transparent stripe of your licence is legible. And, check to see if a security hologram is obscuring your photo or text on the document.
Make sure that you're entering your personal details exactly as seen on the document in question. You'll need to enter your name — including your initials — as they appear on the driver licence, Medicare card or passport.
I've already verified one document. Why can't I progress?
In some cases, we'll require two identity documents to proceed with verification.
Why is my identity verification stuck on pending?
In rare cases, your identity verification may require further attention from us. We aim to resolve most verification issues within one business day, and will be in touch if we need any further detail or action from you. You can contact us if you have any concerns.
Why am I being asked to verify my identity again?
- You were verified on or before 2018 - you will need to re-verify your identity if you were verified on or before 2018.
- Your personal information has changed since identity verification - if your personal information has changed (e.g. you have legally changed your name), you may need to re-verify your identity.