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Troubleshooting

When you create, strengthen or log in to your Queensland Digital Identity you may receive an error message that will tell you what happened and what steps to take.

Error messages

Find actions to try if you experience any of the following error messages:

Unexpected error

Cause of error: Your device’s connection to the Queensland Digital Identity system has been interrupted.

Steps to try:

  • Check your device’s internet access is working and stable.
  • Close the browser and then clear your browser’s cache (history and website data) within your device settings.
  • Return to the service you were trying to use and login to your Queensland Digital Identity.
  • If you still can’t connect, try using a different browser on your device. For example, if you usually use Chrome, try Safari or Firefox.

Unauthorised access

Cause of error: You tried to browse straight to a Queensland Digital Identity service page by entering the URL directly or used a bookmarked page.

Steps to try:

  • Return to the online service that you were trying to access. Use the link within that service to access the Queensland Digital Identity — it is the only way to access Queensland Digital Identity.
  • If you still experience the error, clear your browser's cache (history and website data) within your device settings or try a different browser.

Password incorrect (after you recently set a new password)

Cause of error: Your device has your old password stored and the login form auto fills with this previous password

Steps to try:

  • When your device asks you to autofill your password, select No, and enter it manually. If your device then asks to update your password, select Yes.
  • Remove the old password from your browser settings or password manager.

Service unavailable

Cause of error: The Queensland Digital Identity system is currently down, and you will not be able to continue.

Step to try:

  • Access the service you were trying to use again later.

Already in use

Cause of error: The credential (identity document) you are trying to use has already been used for another Queensland Digital Identity.

Steps to try:

  • If you have created a Queensland Digital Identity using another email address, login with that email address.
  • If you are unsure if you have previously created a Queensland Digital Identity or would like to change your email address, contact us.

Your session has expired due to inactivity

Cause of error: Your session has timed out. Certain screens during the Queensland Digital Identity setup process are time limited.

Step to try:

  • Close the browser window which will return you to the service that you were trying to access. Login with your email address and password to continue creating your Queensland Digital Identity.
  • When you log in, you’ll be returned to the step that you were at before your session timed out.

Verification failed

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

Step to try:

  • Enter the details exactly as they appear on your document.
  • Ensure to include any middle names if you have them, and spaces if shown on your documents. If you’re having trouble finding these details, visit how to find information on your documents.
  • If the details on your document are incorrect, contact the issuing agency to have them updated.

Help and support

Contact us if you are still experiencing issues with your Queensland Digital Identity.

Last updated:
19 June 2025