Error messages

How you resolve problems signing into your GovTEAMS account depends on the type of issue preventing you from signing in. For example, are you having a password problem? Did you forget your username? Or did you get a message that your account is locked?
To help you find the correct solution, please take a look at some of the error messages our users have experienced and try some of the troubleshooting tips that assisted them. 

Troubleshooting tips

Example: Sorry, but we’re having trouble signing you in

Troubleshooting tips:

  • If you are a member, make sure you are using your GovTEAMS username (ending in @govteams.gov.au or @protected.govteams.gov.au).
  • Make sure you are logging in to govteams.gov.au and not your organisation’s Microsoft page
  • Try clearing your cache and cookies or using a private browser window
error sorry but we are having trouble signing you in
error this site can't be reached

Example: This site can’t be reached

Troubleshooting tips:

  • This message appears if your agency's network settings stop you from accessing GovTEAMS. You can test this by trying to access GovTEAMS through an ‘off network device’ (personal device). If GovTEAMS works for you on a personal device, contact your internal IT area for further information.

Example: Pick an account

Troubleshooting tips:

  • Close your internet browser and try using an alternate one. It is best to use Google Chrome or Microsoft Edge browsers. If the alternate browser does not fix the problem, try signing in on an ‘off network device’ (personal device). If you can successfully sign in on a personal device, we can confirm that the issue is related to the internet browser you are using, or the settings implemented on your work device. You will need to contact your internal IT area for further information.
  • The error may also occur due to being logged into more than one Microsoft account within the same web browser. Microsoft is unable to determine which account you would like to remain signed into.
  • Try using another internet browser after clearing your cache and cookies, or try a New InPrivate, guest, or Incognito session in your internet browser if an alternative isn't available. It is best to use Google Chrome or Microsoft Edge browsers.  
  • For a long term solution, we recommend using separate internet browsers when logging into each of your Microsoft associated accounts.
Error You're missing out, ask your admin to enable Microsoft teams for GovTEAMS

Example: You’re missing out! Ask your admin to enable Microsoft Teams for GovTEAMS

Troubleshooting tips:

  • Your account is likely inactive. Please see the Verify your Account page to unlock your account. 

Example: We’re sorry. You can’t reset your own password because you haven’t registered for password reset

Troubleshooting tips:

  • You will receive this error if the multi-factor authentication (MFA) process wasn’t completed during registration. Please contact GovTEAMS support, we will reset your password for you and this will prompt you to complete your authentication options. For more information please visit the MFA page.
Error we are sorry. You can't reset your own password because you haven't registered for password reset

Example: Something went wrong

Troubleshooting tips:

  • Close your internet browser and try using an alternate one. It is best to use Google Chrome or Microsoft Edge browsers. 
  • If the alternate browser does not fix the problem, try signing in on an ‘off network device’ (personal device). If you can successfully sign in on a personal device, we can confirm that the issue is related to the internet browser you are using, or the settings implemented on your work device. You will need to contact your internal IT area for further information.

Example: This site is not secure

Troubleshooting tips:

  • Try using another internet browser after clearing your cache and cookies, or try a New InPrivate, guest, or Incognito session in your internet browser if an alternative isn't available. It is best to use Google Chrome or Microsoft Edge browsers.  
  • If the alternate internet browser does not resolve the issue, you will need to contact your internal IT area for further information.
Error this site is not secure