Can’t create an account

Troubleshoot common reasons you can’t create an Export Service account.

If you are having trouble creating an Export Service account, it could be for the following reasons.

You don't have a myGovID

You need a myGovID to create an account. If you don’t have one, go to How to set up, opens in a new tab a myGovID and follow the steps. You will need 'standard’ identity strength.

If you are a business owner or principal authority, you will need 'strong' identity strength.

Your name doesn’t match myGovID in RAM

Employee names in myGovID and Relationship Authorisation Manager (RAM) must match exactly.

The business owner or principal authority may have provided a different name for an employee in RAM to their myGovID name.

If the names don’t match in RAM, an employee won’t be able to create an Export Service account. Ask the business owner what name they added to RAM.

To change a name in RAM, the business owner or principal authority can:

  1. Log in, opens in a new tab to RAM with myGovID.
  2. Enter the email address linked to your myGovID. A code will appear.
  3. Open myGovID on a smart device, log in and enter the 4-digit code into the app. Tap ‘Accept’.
  4. Select ‘View or manage authorisations’.
  5. Under ‘Entity name’, select the business name.
  6. Under ‘Representative name’ find the person’s name.
  7. Select ‘Edit’ and change the name(s) to match the employee’s myGovID.
  8. Follow the prompts to continue and submit the authorisation.

An authorisation email will be sent to the employee with a new code to enter in RAM. The employee must follow the prompts to accept authorisation to RAM and the Export Service.

Department access is not enabled in RAM

When a business owner or principal authority authorises someone to access the Export Service for a business, they also need to give the person access to the Department of Agriculture, Fisheries and Forestry (DAFF).

If not, they won’t be able to create an account. To allow access to DAFF in RAM, the business owner or principal authority can:

  1. Log in, opens in a new tab to RAM with myGovID.
  2. Enter the email address linked to your myGovID. A code will appear.
  3. Open myGovID on your smart device, log in and enter the 4-digit code into the app. Tap ‘Accept’.
  4. Select ‘View or manage authorisations’.
  5. Select ‘Business name’.
  6. Under ‘Representative name’, select ‘Edit’ next to the employee’s name to check their access.
  7. Under ‘Agency access’, change DAFF’s level of access to ‘Full’.
  8. Follow the prompts to continue and submit the authorisation.

You don’t have Australian documents

If you were not born in Australia or are not an Australian citizen, you won’t have Australian identity documents.

This means you can’t prove who you are online and get a Digital Identity or myGovID. You need a myGovID to create an Export Service account.

Temporary residents can use their visa (using their foreign passport) as an identity document to get a ‘standard’ myGovID. If you are a principal authority, you will need an Australian passport to create a ‘strong’ myGovID.

You can’t link a business to your myGovID in RAM

The business owner or principal authority must link their myGovID in RAM to create an Export Service account.

If you can’t, it may be because your role and name are not recorded in the Australian Business Register, opens in a new tab (ABR).

Your first and last name recorded in the ABR must be the same as your name as it appears when you log in to RAM. If it isn’t, you won’t be able to link your business in RAM online.

To change these ABN details, you can contact the Australian Taxation Office on 1300 287 539. If none of these apply and you still can’t create an account, contact us.

Need more help?

Call 1800 571 125, Monday to Friday, 9 am to 5 pm AEST