MyGovID iPhone app keeps crashing
The MyGovID iOS app can crash on launch, freeze during identity verification, or close mid-session. Most causes are local to your phone, not to MyGovID itself.
Quick checklist
Make sure iOS is up to date
Settings → General → Software Update. The MyGovID app requires a recent iOS version. If you're on an older iOS, update first.
Make sure the app is up to date
Open App Store → tap your profile photo → scroll to pending updates. Update MyGovID if listed. Old versions of the app are the most common cause of repeat crashes.
Restart the phone, not just the app
A full restart clears memory and resets the camera permissions the verification flow uses.
Reinstall the app
If steps 1-3 don't help: delete the MyGovID app, restart, then reinstall from the App Store. You'll need to log in again. Your account data is not lost — it lives on MyGovID's servers, not on the phone.
Free up storage
The MyGovID identity verification flow captures photos and video; if your phone is full it can crash mid-capture. Settings → General → iPhone Storage. Free up at least 1 GB before trying verification again.
Check camera and Face ID permissions
Settings → MyGovID → check Camera, Face ID and Photos permissions are enabled. The verification step won't proceed without them.
Specific crashes
Crashes immediately on launch (open and close)
Almost always an app-version vs. iOS-version mismatch. Update both as above.
Crashes during the document capture step
Lighting or background interference with the document-capture algorithm. Move to a well-lit room, put the document on a plain dark surface, hold the phone steady about 15 cm above.
Crashes during the selfie / liveness step
Camera permission, lighting, or face-detection failing. Face the camera directly with good front lighting; remove glasses, hats, or face coverings; ensure Face ID/camera permissions are enabled in Settings.
"Something went wrong, please try again" loop
This usually means the verification has been suspended on the back-end pending manual review. Wait 24 hours and try again. If still failing, the alternative path is to visit an Intreo Centre to verify in person.
What MyID cannot do
We are an editorial site. We don't have any access to the app's backend, your account, or the verification queue. If you've exhausted the steps above, the official Help and Support page is the next step.
FAQ
Will reinstalling the app log me out everywhere?
It will log you out of the MyGovID app on this device. It won't affect other devices logged into the same account.
Does deleting the app delete my MyGovID account?
No. Your account lives on MyGovID's servers. Deleting the app only removes the app from your phone.