LEX 73338 Decision Documents Final.pdf

LEX 73338 Page 1 of 7
This information is for internal use ONLY. Copies of this information
should not be given to customers or any other external organisation.

myGov Code Generator app 133-17111700
Currently published version valid from 22/04/2023 12:08 AM
Background

Do not share this information externally. See Freedom of Information – Information Publication Scheme.
This document outlines the features, functionality and usage guidelines of myGov Code Generator app. The app
creates a one-time access code for users to sign in to their myGov account instead of using secret questions and
answers or security codes by SMS.
myGov Code Generator app
The myGov Code Generator app gives myGov users a secure option to sign in to their myGov account. The app
creates a one-time access code when signing in to myGov. When the app is downloaded and linked to an active
myGov account, the code generated may replace the security codes by SMS or secret questions people currently
use.
Related links
myGov messages and error codes
How customers create a myGov account and link services
Using myGov accounts
Troubleshooting myGov

Process

myGov Code Generator app

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Item
Description
1
Setting up myGov Code Generator app + Read more ...
Users must be made aware:
  before downloading the app, they should set up security codes by SMS as a sign in backup
  not having SMS codes set up means if they lose access to their mobile device:
o  they will not be able to sign in to their myGov account, and
o  they will have to create a new myGov account
The myGov Code Generator app will prompt them to set up security codes by SMS as their sign in backup
and warn them of the potential loss of access to their myGov account.
To set up the myGov Code Generator app, a user needs to:
  download myGov Code Generator app from the App Store or Google Play. The Apple iOS or
Android smartphones guides can provide help
  open the app to begin the registration process. Advice is provided about what the app does and
offers the opportunity to change their myGov sign in option to the myGov Code Generator app
  enter their myGov sign in details (username and password), and answer a secret question or enter a
security code. This will connect the mobile device to their myGov account
  set up security codes by SMS in their myGov account as a sign in backup if required. This back up
method will stop the need to create a new myGov account if the app is deleted or the user no
longer has their device as long as the mobile number remains the same. A new account will be
required if the new device has a different mobile number to the number they have registered in
their myGov account
  read and accept the Terms of Use to complete the registration process
A message notifies them that by continuing, their sign in option will change before registration is finalised.
This changes the second factor authentication option to the myGov Code Generator app.
A 6-digit one-time code is generated by the app to use each time they sign in to their myGov account. The
app creates a new code every 30 seconds. This code is valid for a maximum of 60 seconds.
2
Changing sign in options + Read more ...
To stop using the myGov Code Generator app, they can:
  Sign in to myGov
  Select Account settings
  Select sign-in options
  Enter Password
  Select myGov Code Generator app
  Select Remove or Turn off
3
Removing myGov Code Generator app + Read more ...
Users may want to remove the myGov Code Generator app from their mobile device or use the app on
another device.
To disconnect a device from their myGov account on the myGov website, they need to:
  sign in to their myGov account
  select Account settings
  from Sign in settings, select Edit next to Sign in options
  enter their password and select Next
  If the myGov Code Generator sign in option is On:

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o  change to Off
o  select Continue, then Turn off
o  change the myGov Code Generator sign in option to On, the option to disconnect should
now be presented
o  select Disconnect
  If the myGov Code Generator sign in option is off:
o  change to On
o  select Disconnect
Once removed, they can:
  download the app, on the same mobile device or a new one, and
  set up their app registration again
4
Lost, stolen or new device + Read more ...
Users can still sign in to their myGov account if they have SMS codes set up as their sign in backup by
following these steps:
  go to my.gov.au to sign in
  enter username and password
  select I cannot access my app
  select Send me a code by SMS, this will be sent to the mobile number registered to the myGov
account. If this step is not presented:
o  the security codes by SMS have not been enabled and the process cannot be completed
o  a new myGov account will be required. Service Officers can offer to release their email
address. For more information, see Troubleshooting myGov
  enter the code on the Enter code page to complete sign in
This will only work, if they keep the same phone number that is registered with their myGov account.
Once they have signed in, advise them to remove the myGov Code Generator app from their myGov
account. Follow steps in Item 3 above.
Once removed, the sign in option will automatically default to SMS code.
To reuse the myGov Code Generator app, they will need to:
  download the myGov Code Generator app on the new device
  complete the registration process with their myGov sign in details, See Item 1
This will connect the new device to their myGov account.
5
System requirements + Read more ...
myGov Code Generator app requires a minimum operating system of:
  iPhone (4S and above), with a minimum operating system of iOS 9.0
  Android devices with a minimum operating system of 4.4
The Resources page contains links to Digital Support Products, the Digital Support Directory, Services
Australia website and myGov Access talking points (FAQ).

Resources

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myGov Code Generator app FAQs
Item
Question
1
What does the myGov Code Generator app do? Who needs to use it?
The myGov Code Generator app creates a 6 digit one-time access code. This code replaces the SMS code or
secret question and answer sign in option.
The code is used along with their username and password to sign into their myGov account.
The myGov Code Generator app is a secure option for users registered to sign in with SMS codes and should
be used when they are:
  are planning to travel overseas, or
  have limited or poor mobile reception
2
How do you sign in to a myGov account using the myGov Code Generator app?
To sign in to a myGov account using the myGov Code Generator app users:
  go to my.gov.au and enter their username and password
  enter their code when asked
  open the app on their mobile device to create their one-time access code, and
  enter the 6 digit code to complete their sign in
3
Why do users need another sign in option?
Services Australia is committed to ensuring online services are as secure as they can be and users will
continue to receive more options to securely sign in to their account. myGov Code Generator app supports
users who:
  are not able to get their SMS code while overseas
  have limited or poor mobile phone coverage
4
Do users still need to use their SMS code or answers to secret questions with the myGov Code
Generator app code?
SMS codes and secret questions will cease once they install and set up the myGov Code Generator app on
their mobile device.
They will use the app to generate a code every time they sign in to their myGov account.
5
Do users still need to enter their username and password when using myGov Code Generator app?
Yes, to sign in they will need to enter:
  their username and password, and
  a code generated by the myGov Code Generator app

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6
Do users need mobile coverage to use the myGov Code Generator app? Does the process use mobile
data to create the code?
The app does not rely on a data connection or mobile coverage to create a one-time access code. The app is
ideal for users:
  accessing myGov from overseas, or
  have limited or poor mobile phone coverage, and
  have internet access to access their myGov account
7
Can users download the myGov Code Generator app to a friend or family member’s mobile device to
sign in to their myGov account?
The myGov Code Generator app cannot be shared and will only work on one device. Each device can only
be connected to one myGov account. It is not advisable to set up the app on someone else’s device as:
  access to the other persons device would be required every time the user wanted to access their
myGov account
  the other person would be unable to use the app to access their own myGov account
8
Can users set up the myGov Code Generator app on their mobile device once they are overseas?
Yes, however it is recommended users download and set up the myGov Code Generator app on their
device before travelling overseas.
To set up the myGov Code Generator app from overseas they sign in by:
  answering their secret questions, or
  use an SMS code, to use this method they will need to have international roaming connected on
their device
If a user wants to use the app while overseas, they need to:
  sign in to their existing myGov account using secret questions and answers, or
  create a new myGov account using secret questions and answers. To set this up:
o  select Skip when asked to add a mobile number during the account creation
o  use secret questions and answers to sign in
o  download and complete registration for the app and start using access codes to sign in
9
Can the myGov Code Generator app be used to complete myGov business?
No, myGov Code Generator app does not allow access to action their myGov account. The app only
generates a 6 digit one-time access code to sign in.
To complete their myGov business, they need to sign in to their myGov account at my.gov.au or use the
myGov app.
10
Is the myGov Code Generator app code the same as the myGov PIN used to sign in to the Express
Plus Centrelink and Child Support apps?
No, the myGov Code Generator app code cannot be used to sign in to the Express Plus Centrelink and Child
Support mobile apps as these require a 4 digit myGov PIN to sign in.
11
Does it cost anything to get myGov Code Generator app?

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No, the app is free to download from the App Store or Google Play. The app does not use data when it
generates a one-time access code, however downloading the app and connecting a device with myGov for
the first time will require data or Wi-Fi connection.
12
User cannot see the step Send me a code by SMS?
If this step is not presented as an option for security codes by SMS has not been enabled and the process will
not proceed.
They will need to create a new myGov account. Service Officers can offer to release their email address. For
more information, see Troubleshooting myGov.
myGov website
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  About this site
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o  About myGov
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o  Share feedback
o  Help using myGov
Contact details
Online support - includes the myGov helpdesk number for users
Services Australia website
About myGov
myGov online help guides
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