Last updated 6 October 2026. App details checked on the App Store (version 1.22.4, released 22 September 2026) and Google Play (updated 24 August 2026).
We're not Home Affairs, and we don't lodge ETAs. The Australian ETA is applied for only in the official app, published by the Department of Home Affairs. The app's service fee is AUD20; confirm it on the official ETA page. This guide is free help. If you hold a European or British Citizen passport, the free eVisitor may let you skip the app altogether.
Quick fix finder
| What you see | Most likely cause | Try first |
|---|---|---|
| "Device not supported", or the app won't install | Phone too old for the current app, no NFC, or a modified operating system | Use a compatible phone, which can be a family member's |
| Passport photo page won't scan | Glare, a cover, or fingers over the MRZ lines | Flat surface, no covers, even light |
| Chip not read, or no NFC prompt | NFC is off, a case is in the way, or the phone is in the wrong spot | Turn NFC on, remove cases, slide slowly |
| Live photo won't capture | Lighting, background, glasses or framing | Plain light wall, phone at eye level |
| Forgot the passcode, or the passcode isn't accepted | The app requires its own passcode | See the passcode options |
| Location error, or "Currently in Australia" | Location permission denied, or Home Affairs' records show you in Australia | Allow location; use the official form |
| Email code never arrives | Code expired (5 minutes) or the email provider blocked it | Request a new code or use another email |
| Crashes, "unable to load", submission failed | App version, connection, maintenance, or an ineligible application | Update, check for maintenance, read the message |
What the app needs before you start
Home Affairs lists these requirements for applying in the Australian ETA app:
- A mobile device with a camera that can take your photo and an image of the passport data page.
- Near-field communication (NFC) enabled on the device.
- Location services enabled on the device.
- A valid email address you can open during the application.
- A payment method for the service fee: card, Apple Pay or Google Pay.
- The traveller, physically present, with their passport.
"Device not supported" or the app won't install
iPhone
On 6 October 2026 the App Store listing said the app "Requires iOS 17.6 or later". Apple released iOS 17 for the iPhone XS, XS Max, XR and later models, so an iPhone X or older can't run the current version. Go to Settings → General → Software Update and install the latest iOS your phone supports.
Android
The Google Play listing doesn't show a minimum Android version in its public page, but the phone must have NFC. If Play shows "Your device isn't compatible with this version", the phone probably lacks NFC or doesn't meet the app's technical requirements. Traveller reports (unofficial): rooted phones and some custom operating systems, such as GrapheneOS, have reported "device not supported" messages. A standard, up-to-date phone avoids this.
The fix that always works
Use another compatible phone. A friend or family member can help on their device, as long as the traveller is physically with them.
App crashes, won't load, or "application submission failed"
- Update the app from the App Store or Google Play, and update your phone's operating system.
- Check for maintenance. Home Affairs' industry guidance says a maintenance message appears every time the app is opened, for at least one day before a planned outage. If you see one, wait until the stated time.
- Switch connection between Wi-Fi and mobile data, and turn off any VPN (traveller tip, unofficial).
- Read the "unable to submit" message. Home Affairs' guidance says an application can't be submitted if its systems show the applicant is in Australia, or already has an application being assessed. Reinstalling won't change that. See location and "Currently in Australia".
- Expect to start again after a crash. Home Affairs' industry guidance says closing the app deletes unsubmitted applications on agents' devices.
Passport photo page won't scan
The app first photographs your passport's data page, then reads the chip. For the photo, Home Affairs' guidance says:
- Remove covers from both the phone and the passport.
- Open the passport at the personal data page and lay it on a flat surface.
- Make sure nothing covers the details, photo or machine-readable zone (the two lines of chevrons at the bottom). That includes fingers, glare, reflections and shadows.
- Hold the phone in portrait or landscape. When the passport sits inside the green frame, the scan happens automatically. A red frame means adjust; follow the prompt at the top of the screen.
The details look wrong after scanning
Rescan only if something is genuinely wrong. For some countries, given names appear inside the family name field, and names longer than 24 characters are cut to 24. Both are expected, and Home Affairs says not to rescan. If your passport has no national ID number, the app may ask you to type one.
Passport chip won't read (NFC)
- Turn NFC on. On Android, go to Settings → Connected devices (or Connections) and switch on NFC. iPhones read NFC automatically when an app asks.
- Remove every case from the phone and the passport. Magnetic wallets and card holders block the signal.
- Place the phone flat on the passport with no gap. Start on the front cover, then try the back cover. US passports are different: open the data page and place the phone on the page opposite it.
- Slide slowly over the top, middle and bottom of the document until the app finds the chip.
- Hold still once it connects. Android shows "Hold still"; iPhone shows a yellow progress bar. Moving the phone breaks the read.
- If it fails, tap retry or watch the in-app guidance video, then repeat.
Traveller tips (unofficial): an iPhone's NFC reader sits near the top edge of the phone, so lead with the top. Take the phone off a metal table, and turn off battery-saver modes. A damaged or very old passport chip may never read. If yours won't, the app can't be used for that passport.
Live photo or selfie won't capture
The app takes a live photo to confirm the traveller matches the passport. Home Affairs' video guide and industry guidance say:
- The traveller must be physically present and take a passport-style photo, facing the camera with eyes open.
- Stand in front of a plain, light background in a well-lit area. Avoid direct overhead light where possible.
- Hold the phone at eye level, and move it slowly until your face fills the oval. The red oval turns green and the photo is taken automatically.
- Avoid shadows or glare on your face. Remove glasses where possible; heavy-rimmed frames make capture difficult. Avoid heavy makeup, and keep hair, hats and hands away from your face and eyes.
- No other people or objects in the frame.
If the oval never turns green, check that the app has camera permission in your phone's settings.
"Photo service not available" (unofficial): travellers report this as a temporary server-side message. Waiting and retrying later, on a different connection, is the usual advice. Home Affairs doesn't publish a meaning for it.
Forgotten or rejected passcode
Home Affairs' guidance confirms you must set a passcode when you first open the app, to protect the personal information stored in it. You can also turn on biometric login (the fingerprint or face unlock your phone uses). It does not publish a passcode reset procedure.
- Try biometric login if you enabled it.
- Traveller-reported workaround (unofficial): deleting and reinstalling the app lets you set a new passcode, but any unsubmitted application stored in the app is lost.
- Already submitted? Your ETA is linked to your passport by Home Affairs, not stored only on your phone. You can check it with the Check an ETA / VEVO service without the app.
- Still stuck? Use Contact us in the app's "… more" tab, or email the support address on the app's Google Play listing.
Location errors and "Currently in Australia"
If the app asks for access to your location, you must allow it to continue. Turn on location services for the app in your phone's privacy settings. You must also be outside Australia to apply.
If you're outside Australia but get "Currently in Australia", the Australian Embassy in Japan advises sending the following through the Australian Immigration Enquiry Form: a copy of your passport's biodata page, the ETA additional information form, and the date and time you last departed Australia.
If you see "Refer applicant to Australian Embassy" or "Refer to the website of the nearest Australian mission", the embassy says to make sure you're applying through the official Australian ETA app. That is the only way to apply.
Email verification code not arriving
The code is valid for five minutes. If it doesn't arrive, request a new one and check your junk folder. Some providers, including government email accounts, block these messages; Home Affairs suggests using a different address. Use an address you'll keep checking, because the outcome and the payment receipt go there too.
Payment problems
The app accepts card, Apple Pay or Google Pay. Several applicants can be paid for in one transaction on the same device. If a card is declined, try another method, but check your email for a receipt first so you don't pay twice.
After you submit
- Home Affairs says most results arrive immediately, but some are delayed. Check your email, including junk mail.
- Check status with Visa check in the app or with VEVO / Check an ETA.
- If Home Affairs asks for more information, follow the letter's link to an online form in ImmiAccount and attach Form 1554. Don't submit another ETA in the app; Home Affairs says you'll get the same result.
When to switch to the eVisitor instead
Home Affairs' ETA page says: "If you are ineligible or unable to apply for an ETA using the Australian ETA app, you can apply online for another visa that suits your needs through ImmiAccount. European passport holders may be eligible for an eVisitor (subclass 651) visa. There is no charge to make an eVisitor visa application."
The eVisitor needs no app, chip scan or selfie, and gives the same 12 months of multiple entry and up to 3 months per visit. It's open to 36 European passports, including UK British Citizen, German, French, Irish, Italian, Dutch and Spanish passports. If your passport is on that list and the app keeps failing, switching is usually the fastest fix.
US, Canadian, Japanese and other non-European ETA passport holders can't use the eVisitor. If the app won't work for you, Home Affairs points to the Visitor visa (subclass 600).
European or British Citizen passport? Apply for an eVisitor with our help (US$49 per applicant; the eVisitor itself is free from Home Affairs), or apply yourself free on ImmiAccount. Not sure which visa fits? See ETA vs eVisitor.
Frequently asked questions
Why is the Australian ETA app not working on my phone?
Usually a missing requirement: camera, NFC switched on, location services, an email you can open, or a payment method. On iPhone, the App Store listing (checked 6 October 2026) requires iOS 17.6 or later.
Why does the Australian ETA app say "device not supported"?
Usually the phone is too old for the current app version, lacks NFC, or runs a modified operating system. Travellers have reported this on rooted phones and custom systems such as GrapheneOS. Update the phone, or use another compatible phone with the traveller physically present.
Why won't the ETA app scan my passport chip?
Turn NFC on, remove all cases, and place the phone flat on the passport cover with no gap. Slide it slowly over the top, middle and bottom, starting with the front cover and then the back. For US passports, use the page opposite the data page. Keep still when Android shows "Hold still" or iPhone shows a yellow progress bar.
Why is the live photo not working in the ETA app?
Use a plain, light background and good light (not overhead), hold the phone at eye level, avoid glare and shadows, and remove glasses where possible. The oval turns green and captures automatically.
I forgot my Australian ETA app passcode. What can I do?
Home Affairs requires a passcode but doesn't publish a reset procedure. Try biometric login if you enabled it. Travellers report that reinstalling the app lets you set a new passcode, but unsubmitted applications are lost. A submitted ETA can be checked in VEVO without the app.
Can I get an Australian ETA without the app?
No. The ETA is applied for only in the Australian ETA app. If you can't use the app, Home Affairs says to apply for another visa in ImmiAccount: European passport holders may be eligible for the eVisitor, which has no charge, and others may apply for a Visitor visa (subclass 600).
What does "Currently in Australia" mean in the ETA app?
Home Affairs' systems show you as being in Australia, and you can't apply for an ETA from inside Australia. If you've actually left, the Australian Embassy in Japan advises sending a copy of your passport biodata page, the ETA additional information form and your last departure date and time through the Immigration Enquiry Form.
Can someone else apply for my ETA if the app won't work on my phone?
A friend, family member or authorised travel agent can use their phone to apply for you, but you must be physically with them for the passport scan and live photo. We don't lodge ETAs.
Sources (checked 6 October 2026): Home Affairs, ETA (601) · Australian ETA app guidance notes (PDF) · ETA app video guides · Australian Embassy Japan, ETA help · App Store · Google Play. Tips marked "unofficial" come from traveller reports, not Home Affairs.