Getting a ServiceWA login error with a tree already in the ground? You’re not alone — this is one of the most common problems we hear about at treebate.com.au, and almost every case comes down to one of a handful of fixable issues. Here is exactly what to check, in order.
Why This Happens
Treebate claims are submitted through the ServiceWA app, and ServiceWA requires you to sign in with a Digital ID — myID — set to at least **Standard identity strength**. Basic strength is not enough. If your myID isn’t at Standard or higher, or if something has gone wrong with your setup, you’ll be blocked before you even reach the Treebate claim form.
This is a myID/ServiceWA account issue, not a treebate.com.au issue — but because we hear about it constantly, here is the complete troubleshooting path.
Step 1: Check Your Identity Strength First
Before troubleshooting anything else, confirm what strength your myID is currently set to.
– Open the myID app and go to **My identity**.
– If you’re at **Basic**, you will not be able to submit a Treebate claim. You need to increase to **Standard** or above.
– To reach Standard strength, you’ll need to verify at least one identity document — a WA driver’s licence, Australian passport, or Medicare card are the usual options.
If you’ve never set up myID before, allow yourself a few minutes to work through document verification before you try to claim — don’t leave this until you’re standing at the nursery.
Step 2: Make Sure You’re Running the Latest App Version
A large share of myID errors come down to an outdated app.
– Update **both** the myID app and the ServiceWA app via the App Store or Google Play — they’re separate apps and both need to be current.
– If an error persists after updating, quit the app fully and reopen it before trying again.
Step 3: Common Error Messages and What They Mean
Your identity isn’t strong enough
This usually means one of two things: your myID was set up again after being deleted or reset, and it’s now at a lower strength than before — or you’re accessing ServiceWA on a device where your identity strength doesn’t match your highest verified level on another device. Set up again using the same identity documents you used originally, to the same strength.
Insufficient access” or “Strengthen your Digital Identity
This appears when you’ve transferred the myID app to a new phone but weren’t prompted to re-verify. Go to **More → Reset app** in the myID app and follow the re-verification prompts.
Email address errors (“This email is taken” / can’t update email)
Your myID email is separate from your myGov email — a common point of confusion. You can only change your myID email once every 24 hours, so if you’ve just changed it, wait before trying again.
OID error or unexplained failure at login
Quit the app completely and log back in later. This is usually a temporary sync issue.
Pending document blocking an upgrade
If you’re trying to increase your identity strength and it won’t progress, check **Increase identity strength** for any document showing as “pending” — a greyed-out or incomplete document can block the process. Cancel it and start that document again.
Step 4: If You’ve Set Up myID on Multiple Devices
myID tracks the *highest* identity strength you’ve achieved across any device. If you reached Standard strength on your phone but you’re now trying to claim from a tablet or a second phone that’s only ever been set up to Basic, you’ll need to bring that second device up to the same level before it will work.
Check **My devices** in the myID app to see a summary of your setup history across devices.
Step 5: Still Stuck? Contact the Right Support Line
myID and ServiceWA are two different systems with two different support channels — contacting the wrong one wastes time.
– **myID app or identity verification issues:** use the in-app support line via the myID help section.
– **ServiceWA app or Treebate claim submission issues:** call ServiceWA Customer Care on **13 33 92**, available 24/7, or email **support@digital.wa.gov.au** (monitored 8:30am–4:30pm weekdays).
– **General Treebate program questions** (not app/login related): email **treebate@dwer.wa.gov.au**.
What If My Species Isn’t in the ServiceWA Dropdown?
This is a separate issue from login problems, but it comes up in the same conversations. If your tree’s species doesn’t appear in the app’s dropdown list when you’re submitting your claim, don’t guess or pick the closest match — email a clear photo of your plant label to **support@digital.wa.gov.au** and they’ll assist directly.
Quick Reference — Who to Contact
| myID setup or verification errors | In-app myID support | Available via the myID app help section |
| ServiceWA app or claim submission | 13 33 92 | Available 24/7 |
| ServiceWA email support | support@digital.wa.gov.au | 8:30am–4:30pm weekdays |
| Species not in dropdown | support@digital.wa.gov.au | Attach a clear plant label photo |
| General Treebate program questions | treebate@dwer.wa.gov.au | Not for login issues |
Summary
Most myID and ServiceWA login problems come down to identity strength, an outdated app, or a mismatch between devices — all fixable without needing to contact support. Work through Steps 1 to 4 first. If none of it resolves the issue, ServiceWA Customer Care on 13 33 92 is available around the clock and is the fastest path to a real fix.
Once you’re through, the actual Treebate claim itself is simple — see our Complete Guide to Claiming Your $150 WA Treebate for the full invoice and plant label requirements.
*Information in this guide is verified against the ServiceWA Treebate page, DWER Treebate FAQ, and the official myID help pages. treebate.com.au is an independent guide and is not affiliated with DWER, ServiceWA, or the WA Government. Always verify current app requirements at myid.gov.au and wa.gov.au/treebate.*