Frequently asked questions - Veteran Card in myGov app

About the Veteran Card in the myGov app

What is the digital Veteran Card?

The digital Veteran Card is an online version of your physical card, accessible in the myGov app. A digital version of your Veteran Card is also available in MyService.

What is the myGov wallet?

The myGov wallet is a feature of the myGov app, where government-issued digital cards and certificates can be stored securely, including a digital version of the Veteran Card. Adding the digital Veteran Card to the myGov app is one option for carrying the Veteran Card and using it to access services.

Adding a card to the myGov app

What DVA cards can I add?

The Veteran White Card and the Veteran Gold Card are available to add to the myGov app.

How do I add my Veteran Card to the myGov app?

1. You must first have a DVA issued White or Gold card, a smart phone or other smart device, and a DVA MyService account linked to myGov. 
2. Ensure you have the myGov app downloaded on your smart phone or other device and sign in to the myGov app. 
3.  In the myGov app, go to the myGov wallet (on the home screen) and select ‘Add to wallet’ (if no other cards are already there), or the + symbol.
4. Select ‘Veteran card’ from the available list. For DVA, only the Veteran Gold Card and Veteran White Card will be available.
5. Confirm consent by selecting ‘I agree’.

For quick access to the Veteran Card, you can also save it to your myGov app home screen.

For guidance on: 

• how to create a MyService account go to MyService page.
• how to link MyService to myGov, go to MyService page.

Do I have to add my Veteran Card to the myGov app? 

No. You are not required to add your Veteran Card to the myGov app. You can continue to use your physical card and the MyService digital card, if that is your preference.  The myGov app is simply another option for carrying the Veteran Card and using it to access services.

What if I don’t use the myGov app – can I add the card via the myGov website?

The myGov wallet feature is not available in the myGov website.

Can I add my Veteran Card to the Apple or Google wallet? 

Digital cards can only be added to the digital wallet within the myGov app.

If I add my Veteran Card to the myGov app, will it still be in MyService?

Yes, you’ll still have a digital copy of your Veteran Card in your MyService account. The myGov app is just one option for carrying and using your Veteran Card.

Information and security in the myGov app

How is this different to the digital Veteran Card in the Department of Veterans’ Affairs MyService account?

The myGov app is available offline so you can view cards you’ve already added to the wallet, even without an internet or cellular connection.

One of the benefits of the myGov app is that you can store and access your government digital cards and certificates all in one place. 

The Veteran Card in the wallet also has improved security features to help protect it from fraud and theft.

The choice is yours. If you prefer, you can still use your digital Veteran Card in MyService or your physical card.

Why do the Veteran Cards in the myGov app look different to how they appear in MyService?

The security features of the myGov app mean your Veteran Card looks slightly different in the wallet to how it appears in MyService.  It retains many familiar features, such as the card colour, the poppy, and the Department of Veterans’ Affairs logo.

Your personal details appear on a separate screen when you tap your card in the wallet. On this screen, you will also see the security features that help protect it from fraud and theft.

What are the myGov app security features? 

The Veteran Card in the myGov wallet has the following security features:

• An animated hologram of the word ’myGov’- this indicates the information shown is not a screen shot.
• A Verify card button – generates a QR code, which is regularly refreshed.  This can be scanned with the QR code scanner in the myGov app to confirm the card is a valid myGov credential. It does not contain any other information.
• ‘Last updated’ - information in the myGov app is refreshed daily. This should show the current date, and the time the card was last refreshed.  It can also be manually refreshed if needed: select the three dots at the top right of the screen, and select ‘update card’.
• If you are no longer eligible, the card will be removed automatically. Refer to myGov Wallet - Information for health professionals (servicesaustralia.gov.au) (PDF 578 KB) for more information on how providers can verify cards in the myGov wallet.

What information is attached to my Veteran Card in the myGov app?

The Veteran Card in the myGov app contains the same information as your physical Veteran Card:

• Card type: “all conditions within Australia” or “specified conditions”
• Special eligibility category, if applicable: TPI, DEPENDANT, EDA, WAR WIDOW, WAR WIDOW EDA, TPI WAR WIDOW
• Your name
• File Number
• Card expiry date (or on recall)

What do I do if my Veteran Card in the myGov app shows incorrect information? 

The details displayed on Veteran Card in the myGov app should match the details printed on your physical card, except where additional information such as rank, title or post-nominal, is requested as part of the card holder’s name on the card.  It is not possible to display this information in the digital version.     
If other incorrect details are displayed on your digital card, please contact DVA on 1800 VETERAN (1800 838 372);

Using the Veteran Card in the myGov app

How do I use my Veteran Card in the myGov app?

You can use the Veteran Card in the myGov app in the same way you use your physical card, or the digital Veteran Card in MyService.  Open your myGov app, and from the home screen tap on your Veteran Card to show the card details. This will display the card type, your name, DVA file number and the card expiry date to the service provider.     
In some instances, the service provider may ask for additional information to confirm your eligibility for their service offer.  The service provider may ask to confirm the card is current and valid.  

Will my service providers accept my digital Veteran Card?

Health professionals and individual services will have their own policies on what form of the card they accept. myGov has developed a secure and viable option that can potentially improve this transaction, and it may become people’s preferred choice in the future.

We encourage health professionals to accept digital Veteran Cards and understand not all health professionals may accept the new digital cards straightaway.     

You can still use your physical Veteran Card.

Why won’t a provider accept my digital Veteran Card as proof of my eligibility for a concession?

Concessions are at the discretion of the provider. Eligibility for some concessions depends on other DVA entitlements, such as proof of an income support pension or type of disability compensation payment. There is a range of statements of payment and letters for concession available in MyService in the Correspondence screen or you can contact DVA to request one be sent to you.

I have a White Veteran Card for Specific Conditions. Are my Accepted Conditions listed with my Veteran Card in the myGov app?

Specific conditions will not be displayed with your digital Veteran Card in the myGov app to support privacy of client data. You can access this information using the myGov app. Tap on your card in the wallet and select ‘manage your card’.  This will take you to your MyService account to the ‘cards’ screen, where you can access a list of your accepted conditions.

My Veteran Card eligibility has changed. How do I make sure the current version is in the myGov app?

Information in the myGov app is refreshed daily.  Your Veteran Card includes a ‘last updated’ date and time.  This should show the current date, and the time the card was last refreshed.  

If you’re currently eligible for a Veteran Card, it will appear as an item you can add to the wallet in the myGov app.    
When your Veteran Card expires, or your eligibility changes, it will automatically be replaced. The digital card will be updated in the wallet with a new expiry date, if you remain eligible.

If you are no longer eligible for a Veteran Card, the card will be removed automatically and show the date it was removed from their myGov app.    
You can also manually refresh cards in your myGov wallet if needed: select the three dots at the top right of the screen and select ‘update card’.

Why do I have two Veteran Cards in the myGov app?

When you notify DVA that you have moved interstate, you will be issued a new DVA file number and a new Veteran Card. When this happens, you may have two Veteran Cards in your wallet in the myGov app for a period of approximately 5 weeks. One will have your old DVA file number, valid in your former state of residence until it is recalled. Once it is recalled, it will no longer be available in your myGov wallet. The other will have your new DVA file number, valid in your new state of residence.  

If you haven’t moved interstate, and there are two cards appearing in the myGov app, contact DVA on 1800 VETERAN (1800 838 372) .