Having trouble sharing your COVID-19 digital certificate to the ServiceWA app?

Information to help you troubleshoot if you are having trouble sharing your COVID-19 digital certificate to the ServiceWA app.
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You have been directed to this page because you may be having trouble with sharing your COVID-19 digital certificate to the ServiceWA App. Please read the following questions and information to help you troubleshoot.

Do you have the ServiceWA App installed?

ServiceWA app icon

If not, download the ServiceWA App from the Google Play store or the App Store.

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It is recommended that the ServiceWA app be installed on devices running the following operating systems:

  • ioS 12 and above
  • Android 5 and above 

For more information on the ServiceWA App visit wa.gov.au/servicewaapp.

Once you have ServiceWA installed and setup you can return to your myGov Medicare account or Express Plus Medicare App and share your COVID-19 digital certificate.

Are you using a Samsung phone browser or the Firefox browser?

It is recommended that you use either the Google Chrome browser or the Apple Safari browser to access your myGov account to share your COVID-19 digital certificate to ServiceWA. You will not be able to share your certificate with your device using the Firefox browser.

Alternatively, you can log into your myGov account and share your certificate using the Express Plus Medicare app.

If you are using the Samsung phone browser and do not wish to download the Google Chrome browser, then please complete the following steps before sharing your certificate:

  1. Open the Internet app on your Samsung device.
  2. Open Menu (bottom right).
  3. Open Settings and then select Useful features.
  4. Enable the Open links in other apps by toggling the button to ON.

Please see below for steps on how to download and share your certificate using Google Chrome or the Express Plus Medicare app.

Download and share your certificate using Google Chrome

  1. Visit the Apple App Store or Google Play Store on the mobile device that you have downloaded the ServiceWA app on.
  2. Search ‘Google Chrome’ and install the Google Chrome application.
  3. Open the Google Chrome application and type in my.gov.au/
  4. Sign in to your myGov account and navigate to Medicare or Individual Healthcare Identifier (IHI), whichever service is most relevant to you.
  5. Follow the steps to share your COVID-19 digital certificate to the ServiceWA app.

Download and share your certificate using the Express Plus Medicare app

  1. Visit the Apple App Store or Google Play Store on the mobile device that you have downloaded the ServiceWA app on.
  2. Search ‘Express Plus Medicare’ in the app store and install the Express Plus Medicare app.
  3. Open the Express Plus Medicare app and log in to your myGov account.
  4. Follow the steps to share your certificate to the ServiceWA app.

Are you experiencing issues relating to name matching?

When setting up the ServiceWA app with a Digital Identity using myGovID and downloading your COVID-19 digital certificate you will be asked to verify your identity documents.

In order to successfully set up the ServiceWA app and download proof of vaccination, your full name must match across all of these documents, your myGov account and linked Medicare or Individual Healthcare Identifier (IHI) service.

If your name does not match on your identity documents, you will need to contact the relevant provider in order to get your name updated. If you’re unable to verify your identity documents, you will not be able to use the myGovID and ServiceWA apps.

Name matching and myGovID

You will need to set up your myGovID to a minimum Standard identity strength. You will need to enter your personal details and verify at least two of the following Australian identity documents. Please note, your name must match on both:

  • driver’s licence or learner’s permit
  • birth certificate
  • visa (using your foreign passport)
  • citizenship certificate
  • ImmiCard
  • passport (not more than three years expired)
  • Medicare card.

Tip: The name on these documents should be the same name that is associated with your Medicare or IHI service. For information on how to update your name with Medicare visit the Services Australia website.

If your name does not match against your identity documents, you may be able to verify this using a marriage certificate.

If you’re having trouble verifying your identity, you can find support on the myGovID website.

The myGovID website has additional troubleshooting information if you are seeing error messaging when verifying your myGovID.

Name matching and importing your COVID-19 digital certificate

When importing your COVID-19 digital certificate into ServiceWA, the app will check that you are importing a certificate with the same name that is associated with the myGovID you created. If the name on your myGovID is different to the name on your COVID-19 digital certificate, you will not be able to import your certificate into ServiceWA.

Therefore, it is important when setting up your myGovID that you choose identity documents that have the same name as your linked Medicare or IHI service.

There are more resources available on the Services Australia website to assist, including more information on:

  • Updating your personal details for Medicare.
  • Common error messages when linking Medicare to myGov myGOVID.

If you are still experiencing issues with your myGov or Medicare account and need further assistance you can call the Online Services Support Hotline on 132 307.

Alternatively, if your names match on both your myGovID and the relevant service that is linked to your myGov (Medicare or IHI) then please call ServiceWA on 13 33 WA (13 33 92).

Still having issues?

If you still can’t find the information you’re looking for and require additional help, please get in contact via:

Phone: 13 33 WA (13 33 92)

Email:support@digital.wa.gov.au