'USELESS': Problems plague MyGov app on Freedom Day

·3-min read

As NSW opens up, people seem to be having trouble accessing their proof of the Covid-19 vaccination.

Being fully vaccinated in NSW means more freedoms as of today, but residents will be required to show proof of their vaccination when going places unvaccinated people can't.

However, some people have had problems linking their MyGov and Medicare accounts to get their certificate, while others cannot log into their MyGov account at all.

One man told Yahoo News Australia he was trying to reset his password on Monday, but the system never sent him an email to do so.

On Freedom Day in NSW, many venues require proof of vaccination. But some residents are having trouble accessing their certificates. Source: MyGov/AAP

He then spent 20 minutes on the phone trying to get through to Services Australia, only to be told this was a “common problem”.

The woman on the other end said she had received countless calls about this specific issue and said it could be due to a system issue, or the system being inundated with people trying to access their vaccine certificate as NSW opens up.

Other people on social media say they have been waiting quite some time to get their code, which is required to link their accounts.

"Just tried to help an elderly neighbour get his vaxx status on his phone. MyGov ID codes issued late and then rejected," one person said on Twitter.

Others are struggling to even make a MyGov account.

One person said on Twitter they had three attempts trying to make a myGov account, they said each time the website "timed out" before the confirmation email arrived. 

One took over an hour, they said.

In response to one person on Twitter, MyGov said it was experiencing "high call demand".

"We're currently experiencing high call demand, but please be assured our staff are working as fast as possible to help everyone," the tweet said. 

"If you don’t have access to the mobile number you use to sign in to myGov, you can create a new account."

MyGov experiencing 'increased demand'

Services Australia General Manager Hank Jongen told Yahoo News that residents in both NSW and Victoria may have noticed delays, but insisted the problems were not widespread.

"As expected, we have seen an increased demand today across our service channels due to a combination of easing of restrictions in New South Wales and Victorian regional trials," Mr Jongen said.

"We are aware that some customers may have experienced some minor delays today however there have been no widespread issues.

"We’ve put every possible support in place to meet this expected demand, including extending the Australian Immunisation Register (AIR) phone line hours (now available 8am to 10pm Monday-Friday; 8am to 5pm Saturday and Sunday).

"If someone urgently needs help getting proof of their COVID-19 vaccinations so they can return to work, they can contact the AIR on 1800 653 809."

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