Troubleshooting

While creating, securing or logging in to your Queensland Digital Identity you may encounter an error. If you are not able to resolve the error you encounter, contact us to continue troubleshooting.

Please note: If you want to change the email address and/or phone number for your existing Queensland Digital Identity, contact us on 1800 317 389 (Monday to Friday from 8am to 4.30pm, excluding public holidays) to have them updated.

Error messages you may get:

• Verification failed
• Your session has expired due to inactivity
• Too many attempts
• Already in use
• The email or password you have entered is incorrect, check then try again
• An unexpected error has occurred
• Your Queensland Digital Identity did not meet the requirements for the Digital Licence app.

Verification failed

Cause of error: The details entered do not match your credential.

Action to take: Confirm the details you have entered match exactly to what is shown on your credential document. Ensure to include any middle names if you have them and spaces are added if shown on your document.

Your session has expired due to inactivity

Cause of error: You will get this error if your session times out. Certain screens during the Queensland Digital Identity setup process are time limited.

Action to take: Close the browser window, and you will be returned to the Digital Licence start screen. Select Login to log in using your email address and password, and continue creating your Queensland Digital Identity.

Too many attempts

Cause of error: The information from your documents was not entered correctly, and you have exceeded the maximum number of attempts to enter the information.

Action to take: Close the browser window. Try again by selecting Login and use your email address and password to continue creating your Queensland Digital Identity.

Already in use

Cause of error: The credential you are trying to use to verify yourself has already been used for another Queensland Digital Identity.

Action to take: If you have previously created a Queensland Digital Identity using another email address, please log in with that email address. If you are unsure if you have already signed up for a Queensland Digital Identity or would like to change your email address, contact our support team on 1800 317 389.

The email or password you have entered is incorrect, check then try again

Cause of error: There are a number of reasons this error may appear.

Action to take: If you received this error when you first provided your email address for your Queensland Digital Identity, it may be that the email address is already being used for another Queensland Digital Identity. If you have previously signed up for a Queensland Digital Identity, you will need to use Login, and enter your email address and password.

You can create your Queensland Digital Identity with an alternate email address or contact us if you are certain your email address should not have been used for a Queensland Digital Identity.

An unexpected error has occurred

If you receive this error, close the browser window, and return to the service, agency or application that you were attempting to access (including the Digital Licence app). Select Login and use your email address and password to continue creating your Queensland Digital Identity. If the error continues, contact us for assistance.

Your Queensland Digital Identity did not meet the requirements for the Digital Licence app

Cause of error: You selected Cancel while you were setting up your Queensland Digital Identity, and your Queensland Digital Identity does yet not meet the requirements for the Digital Licence.

Action to take: Select the green 'Try again' button to continue creating your Queensland Digital Identity.

Further help and support

If you encounter any errors not listed above, or require further assistance, call us on 1800 317 389, and our support team will continue troubleshooting with you.