Are you having trouble signing in?

Confirm you are signing in to the correct platform

There are two GovTEAMS platforms, at the OFFICIAL:Sensitive and PROTECTED classifications. Each platform operates independently for security purposes, with separate log in credentials.   

You should have registered for the standard GovTEAMS service unless you have been otherwise directed, or have a specific requirement to share Protected information. 

Confirm you are signing in using your GovTEAMS username

If you are a member, make sure you are using your GovTEAMS username: @govteams.gov.au or @protected.govteams.gov.au

If you are a guest, make sure you are using the email address that was nominated during registration. 

If you are unsure of your account type, please visit the page: Account Types

Close your internet browser and try a new one

Some issues that you receive using GovTEAMS can be caused by your internet browser. The fastest way to confirm a browser issue is to switch to an alternative browser. Recommended browsers are recent versions of Google Chrome or Microsoft Edge. If the alternative browser does not fix the problem, please try clearing your cache and cookies or opening an incognito or InPrivate browser window.

Try clearing your cache and cookies 

To clear your cache and cookies in Google Chrome:

  1. In Chrome, select More > More tools > Clear browsing data.
  2. Choose a time range. To delete everything, select All time.
  3. Next to Cookies and other site data and Cached images and files, check the boxes.
  4. Select Clear data.

To clear your cache and cookies in Microsoft Edge:

  1. In Edge, select Settings under the three dots > Settings > Privacy and security.
  2. Under Clear browsing data, select Choose what to clear.
  3. Under Time range, choose a time range.
  4. Select Cookies and other site data, and then select Clear now.

Please note, you may not be able to clear your cache if your organisation manages the settings within your device. Contact your internal IT area for more information.

Try opening a private browser

To open a private browser in Google Chrome:

In Chrome, select More > New Incognito Window.

To open a private browser in Microsoft Edge:

In Microsoft Edge, select Settings and more > New InPrivate window OR Right-click the Microsoft Edge logo in the taskbar and select New InPrivate window.

Are you receiving one of the following errors?

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

Troubleshooting tips:

  • If you are a member, make sure you are using your GovTEAMS username (firstname.lastname@govteams.gov.au OR firstname.lastname@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: 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
Error: 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. 
Error You're missing out, ask your admin to enable Microsoft teams for GovTEAMS
Error: 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
Error: 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.
error this site can't be reached
Error: Pick an account. We couldn’t sign you in. Please try again

Troubleshooting tips:

If only one Microsoft account appears:

  • 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.
error we couldn't sign you in please try again

If two or more Microsoft accounts appear:

The error may 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: 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.
Error: Loading Page/Communities

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.

Note: The page may also sometimes appear completely blank, this is also related to the same issue. 

error loading communities
Error: Buttons are greyed out

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.
error buttons are greyed out
Last modified: February 26, 2021