ImmiAccount says my email is already in use

What does Home Affairs say?

Its help pages explain who can create an individual or organisation account. They do not say whether an email address can be used for more than one account, and they do not explain this error message. We are saying that plainly rather than guessing.

Why might my email be "already in use"?

These are the common reasons, in order of how likely they are:

1. You already made an account. Many people forget they did, especially if they applied years ago.
2. A friend, relative or agent used your email. People helping with an application sometimes create the account for you.
3. An old account used the same email. For example, from a previous visa application.

Treat that as good practice, not a published rule.

What should I try, in order?

1. Look for an existing account. On the login page, use the forgotten username link. If you get a message that goes to your email, you already have an account.
2. Search your inbox. Look for emails from Home Affairs or ImmiAccount, including spam and junk folders.
3. Ask anyone who helped you. If an agent or relative created an account with your email, ask them for the account details, and then change the email and secret questions to your own after you log in. Home Affairs says you can update your email and secret questions in your account settings.
4. Use a different email address. Choose one you can open today and will still have later. Avoid shared or work emails that may be closed.
5. Ask for technical help. If it is a fault in the system, you can use the ImmiAccount technical support form. The department says that form is not for account access or recovery, and it aims to answer within ten business days.

What should I avoid?

• Don't create several accounts to see which one works.
• Don't share your login with an agent or friend. The Law Council of Australia has advised people to stop sharing ImmiAccount credentials.
• Don't give your details to a site that offers to "fix" the error for a fee.

Can I change the email on my account?

Yes, after you log in. Home Affairs says you can update your email and secret questions in your account settings.