Systems troubleshooting
If you have trouble accessing our online services, there are some common issues relating to browsers, web connectivity or operating systems that may be the cause. Check our guide to troubleshooting common errors and issues.
Dashboards
We provide real-time operational status updates for a number of our online services:
- Online services for agents dashboardExternal Link
- Practitioner lodgement service dashboardExternal Link
- Superannuation dashboardExternal Link
- Online services for business dashboardExternal Link
Online services for agents
Refer to the Online services for agents user guide for more information on using this service.
Summary |
Action required |
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Unable to lodge super elections for Excess Concessional Contributions (ECC) and Division 293 using Online Services for Agents (OSFA) services |
This is a known issue for some clients.
If your client is nearing their election due date, please contact us. We are working to resolve this as a priority. |
Client is not displaying when searching by client name |
This is a known issue and may occur if you have recently added a client to your list. |
The bulk preferencing Filter functionality is returning an error message |
This issue occurs when Filtering client list and making a selection from the Communication preferences dropdown and the client list has more than 25 clients. |
Negative amounts reported on Clients 2023 Income statements are not being provided in the Pre-fill report. Affecting Online services for agents and PLS. Added 17/11/2023 |
When an individual’s gross amount or total allowance amount is reported as a negative value on their 2023 Income statement, the pre-fill report is displaying the negative amount as zero. To ensure accurate information is provided review your client's income statement before lodging. What you need to do:
This is a known issue that we are working to resolve. |
Super fund transactions are not displaying the same amount as the client's super fund Updated 15/09/2023 |
This is occurring intermittently and is a display issue only. We are working to resolve this as a priority. |
Error 32 received when attempting to view a Practice Mail message Added 09/06/2023 |
Confirm your access permissions with a system access administrator in your practice. If your accesses are confirmed as correct, try again later. |
'This XML file does not appear to have any style information associated with it. The document tree is shown below.' – error message received when attempting to open a Notice of assessment from Lodgments Income Tax history Updated 18/04/2023 |
To view the Notice of assessment:
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Notice of assessment issued with an incorrect payment due date Added 03/04/2023 |
This only affects some 2022 individual and trust tax returns with a 15 May 2023 lodgment due date that were lodged on either 13 February, 13 March or 14 March 2023. To verify the correct payment due date:
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Error received when attempting to access My Details in the My Practice menu Added 13/02/2023 |
Your practice details are maintained as per the Tax Practitioners Board register. If your details do not reflect the register, phone 13 72 86 Fast Key Code 3 2 2. |
‘The attachment service is currently unavailable. Try again later.’ – error message received when attaching an ATO PDF form in Practice Mail Updated 25/07/2023 |
To prevent this error, use the Save form button that is in the form. Then attach the saved PDF to your practice mail message. |
Error message received when attempting to update Financial Institution Account (FIA) details Added 28/07/2022 |
If you receive this error phone 13 72 86 Fast Key Code 1 2 5 2 to update the financial institution account details. |
Quick links not responding when clicked Updated 17/05/2022 |
The quick links redirect you to the Online services for agents menu item. Your anti-virus or anti-malware software may be interpreting this as redirecting you to an untrusted location. You need to whitelist the ato.gov.au domain in your anti-virus and anti-malware software. Your anti-virus and anti-malware software may also require exceptions specifically for onlineservices.ato.gov.auExternal Link If you need further support, please visit Troubleshooting common errors and issues. Ensure you have at hand the details of the problem, and the internet browser, anti-virus and anti-malware software you are using. |
On-demand income tax lodgment status report missing clients that don’t have due lodgments Updated 10/03/2022 |
Clients not obligated to submit tax returns are no longer included in this report. For more information go to Client list. To obtain your client list data use Advanced search or View client list. |
On-demand activity statement outstanding lodgment report displaying incorrect withholding payer number (WPN) Updated 03/04/2023 |
This is a known issue that we are working to resolve. |
On-demand income tax lodgment status report is missing the middle initial in client's names for sole traders and individuals Updated 10/03/2022 |
This is a known issue that we are working to resolve. |
Lodged attribution managed investment trust (AMIT) tax return is not appearing under the income tax ‘History’ tab Added 03/03/2022 |
If the trust return does not appear as outstanding under the ‘not lodged’ tab, you can confirm the lodgment has been processed by reviewing the income tax account transactions. The income tax lodgment status report (current year + previous 3 years) will display the status of your clients not lodged, lodged and not necessary Income tax returns (including AMIT returns). To download the report:
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Outstanding activity statements On-demand report may provide an incorrect registered agent number (RAN) for some clients Updated 07/03/2022 |
RANs in the activity statement outstanding lodgment report may display incorrectly. To confirm the registered agent linked to the account, refer to the client level menu ‘profile’ and then select Maintain authorisations. |
Outstanding activity statements on-demand report is providing incorrect payment reference numbers (PRN) for activity statement and income tax instalment for non-ABN clients when the report is opened in Excel Updated 21/01/2022 |
To ensure the PRN displays correctly you will need to Download and then Import the .csv file into Excel. If the data is not imported, it could provide incorrect PRNs and result in misallocated payments. To import:
Refer to Excel help search for instructions on how to use this function by searching 'import csv'. All other fields will appear correctly. Refer to payment options in the client level accounts summary to check the correct activity statement and income tax instalment PRN for non-ABN clients. |
Payment reference number displays as a formula on activity statement On-demand report Updated 21/01/2022 |
To access the correct values for all PRNs in the report:
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'No Australian business number (ABN) found.' – error message received when logging into Online services for agents Updated 20/03/2023 |
Check your myGovID is linked to the relevant practice in RAM. If not, find out how to get started with RAMExternal Link. If your myGovID is already linked to the practice, log in to your myGovID app and check your identity strength at the top of your dashboard or by selecting My identity. If your identity strength is:
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Family trust elections (FTE) and interposed entity elections (IEE) report may not be displaying for some clients as expected Added 04/03/2021 |
Some client FTE and IEE elections or revocations may not be displaying as expected on the FTE and IEE report in Online services for agents. You should continue to lodge these forms. Elections and revocations will continue to process as expected against the intended client record. If you need to confirm the FTE and IEE request has been received, phone 13 72 86 Fast Key Code 2 1 3. ATO operatives can validate the receipt and status of an election or revocation received by checking internal systems. |
5A and T9 instalment amount on activity statement adjusted in Online services for agents and PLS and SBR Added 25/03/2020 |
This occurs when the varied amount at label T9 does not equal the system calculated value that is based on the amount you have provided at label T8. You may be required to report an amount at label T9 that is greater than 25%, 50% or 75% of the estimated tax for the income year. To ensure accurate reporting of PAYG, review the instalment amount before lodging or resubmitting the form. To work out the correct T8 amount to use in each quarter refer to the information below:
This does not take into account any 5B credits that may have been claimed in previous quarters. For assistance phone 13 72 86 Fast Key Code 1 4 1. |
Unable to access the practice mail in AUSkey mailbox Updated 20/03/2023 |
While AUSkey can no longer be used, the associated mailboxes still exist for reference purposes. To access practice mail in these mailboxes, it needs to be transferred to the mailbox associated with your myGovID. If you:
To transfer the mail:
Once transferred, the mail will appear as unread. |
Error received when sending mail attachments with ‘.xlsx’ file type Added 18/02/2020 |
Some users may receive an error message when attempting to send attachments with ‘.xlsx’ file type via practice mail. This may include deferral requests. We suggest that you save the file as ‘Excel 97-2003 Workbook (*.xls)' before attaching to your practice mail message. |
General interest charge (GIC) null display on statement of account debit and credit Updated 29/12/2019 |
If a GIC charge has been applied and reversed, a null result is displayed on the activity statement account transaction screen (under the debit and credit headers). To review the debit and credit transactions, expand the transaction. Note: This is the same for the print friendly version of this report. |
Authorisation issues – client account - you do not have authorisation to act on behalf of a client for all relevant accounts Updated 07/02/2019 |
To update the client accounts that you are currently authorised for, go to:
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Authorisation issues – income tax account
Updated 07/02/2019 |
To update the accounts that you are currently authorised for, go to:
This will allow you to view and act on behalf of your client for all accounts. Note: Tax agents who are authorised to act on behalf of the client for all accounts must use the TFN as an identifier when adding the client in Online services for agents. |
No response when selecting ‘Print friendly version’ on some pages Updated 07/02/2019 |
This issue may be related to your browser, browser settings or add-ons. Try using an alternative browser such as Chrome or Firefox. Turn off or disable browser ad blockers or add-ons that may be blocking this function. |
Practitioner lodgment service (PLS) and Standard business reporting (SBR)
Refer to the PLS user guide for more information on PLS. See also information on Authentication errors.
Summary |
Action required |
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Some occupation codes for salary and wages are either missing, or when chosen, result in an error within your PLS software. Added 22/03/2024 |
Below is a list of affected salary and wage occupation codes: 223311 If the code you want is missing, or you receive an error when choosing one, you should select the next most appropriate code from our published list. This is a known issue that we are working to resolve. |
Negative amounts reported on Clients 2023 Income statements are not being provided in the Pre-fill report in Online services for agents and PLS Added 17/11/2023 |
When an individual’s gross amount or total allowance amount is reported as a negative value on their 2023 Income statement the pre-fill report is displaying the negative amount as zero. To ensure accurate information is provided review your client's income statement before lodging. What you need to do:
This is a known issue that we are working to resolve. |
Tax return lodgment status progress Added 22/05/2023 |
There are different ways to view the lodgment progress on your client’s tax return, depending on which system (or software) you use. For Online services for agents;
For PLS, check with your Digital Service Provider (DSP) for availability of lodgment and lodgment progress services available to purchase. General information on checking the status of tax returns and their processing times can be found on After you lodge. For more information on the expected level of service, refer to Current year commitments. The best way you can reduce delays in processing is to ensure you’ve included all the required information on the return. Check out how to prevent delays in lodging returns. If a return has exceeded the ATO service standard and you’re unable to get a status update in Online services for agents or your PLS (or chosen) software, phone 13 72 86 with Fast Key Code 1 3 1 1. |
Error CMN.ATO.AS.EM170 received when attempting to electronically lodge a revised Activity Statement Updated 13/04/2023 |
This occurs when a value is not valid for the type of Activity Statement being lodged. For example, a revision to Business Activity Statement F (Quarterly Activity Statement) where a value is included at 8B will return the error 'CMN.ATO.AS.EM170. 8B is not valid for the summary of this activity statement. The value reported will be removed from the summary'. To resolve:
If you are unable to remove the value, lodge via Online services for agents (see Activity statement lodgment). |
CMN.ATO.IITR.EM000378 received when attempting to electronically lodge Individual income tax return Updated 03/05/2024 |
This error is received when a WPN is provided as an identifier at either employment termination payment (ETP) or Australian Superannuation Lump sum payments. To resolve:
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Notice of assessment ‘Other information relevant to your assessment’ section shows labels being adjusted from 0 to 0 Added 27/05/2022 |
No further action required. This is a display issue only and does not impact the client's tax assessment. |
Medicare Levy Surcharge commencement and finalisation dates for client health funds (multiple funds within the financial year) are not available via SBR pre-fill service Updated 29/03/2022 |
This information is available in pre-fill that is accessible through Online services for agents. |
Unable to electronically progress income tax returns for client's aged between 35–39 years old, who received 'working holiday maker' income Added 24/03/2022 |
If you receive this error you need to lodge a paper income tax return. |
Error CMN.ATO.CTR.428057 received when attempting to electronically lodge company tax return
Added 15/02/2022 |
This error occurs when the total salary and wages expense at ‘financial and other information’ (label 8D) is greater than ‘total expenses at profit and loss’ (label 6Q) due to negative cost of sales (label 6A). If you receive this error you need to lodge a paper Company tax return. |
Error message received when managed fund distribution values at item 13 are left blank Added 21/01/2022 |
To resolve this error input zero into the values at item 13. |
I have received refunds in my trust account, but I have not received an electronic funds transfer (EFT) reconciliation report via my practitioner lodgment service (PLS) Added 10/12/2021 |
If you have received refunds and you have not received your EFT reports phone 13 72 86 Fast Key Code 3 1 2. |
Duplicate checking error message ‘CMN.ATO.GEN.DUPLICATE ENTRY’ received when lodging company tax returns (CTR) with substituted accounting period (SAP) Added 27/09/2021 |
If you receive this error remove the ABN from the return and attempt to lodge again. If you have attempted to re-lodge and still receive the error phone 13 72 86 Fast Key Code 3 1 2. |
Validation error VR.ATO.IITR.300101 received when attempting to lodge individual income tax return Added 16/07/2021 |
It has been identified that this validation rule incorrectly includes assessable first home super saver (FHSS) released amount – Category 3. Ensure any of these assessable account released amount – Category 3 income is included in the total entered at estimated total income. Including the assessable account release amount in the estimated total income will not affect the calculation or determination of a client’s entitlement to government super contributions. This is determined internally, based on the income information provided in the individual income tax return including responses to A3 government super contributions. |
Validation errors VR.ATO.IITR.730259 and VR.ATO.IITR.730260 received when attempting to lodge individual income tax returns Updated 08/09/2022 |
These errors can occur when income from a financial investment has not been included elsewhere in the return. If you receive these errors, and you believe the errors are incorrect, we suggest that you lodge the return by paper. Then send a message through Online services for agents with supporting information. To do this:
In the message, you must include the following:
Note: You can't lodge a tax return via practice mail. |
When pre-lodging the individual income tax return you receive the error message 'CMN.ATO.GEN.0002 Lodgment failed. Contact the ATO. Error code 50137.' Added 05/05/2021 |
Determine if the return contains exempt foreign income in the income details schedule. If so, ensure that foreign income deductible expenses are not greater than exempt foreign income and attempt to lodge the return again. |
Delay in processing of tax return if inputting an amount at ‘Net foreign rent from a managed fund’ Added 01/03/2021 |
This will create an error in ATO systems which will require manual intervention and delay the processing of an individual tax return. To avoid this error, do not input any figures at 'Net foreign rent from a managed fund'. If the ‘Net foreign rent from a managed fund’ amount is known, record the information in ‘Total other foreign income from managed fund’ and ‘Your share of other foreign income from managed fund’ at label 20M. |
CMN.ATO.IITR.730053 and CMN.ATO.IITR.730061 Agents completing individual client tax returns. Error specifically relates to taxpayers who:
Updated 08/09/2022 |
Validation rule VR.ATO.INCDTLS.000014 requires a value greater than 0 at any of the fields:
In this specific scenario agents should both:
On the main IITR, agents should ensure the correct amount is reported at label 7M. |
5A and T9 instalment amount on activity statement adjusted in Online services for agents and PLS and SBR Added 24/03/2020 |
This occurs when the varied amount at label T9 does not equal the system calculated value that is based on the amount you have provided at Label T8. You may be required to report an amount at label T9 that is greater than 25%, 50% or 75% of the estimated tax for the income year. To ensure accurate reporting of PAYG, review the instalment amount before lodging or resubmitting the form. To work out the correct T8 amount to use in each quarter:
This does not take into account any 5B credits that may have been claimed in previous quarters. For assistance phone 13 72 86 Fast Key Code 1 4 1. |
CMN.ATO.IITR.000224 – Tax withheld from Australian Government pensions and allowances incorrect Tax withheld amounts from Australian Government pensions or allowances are greater than or equal to the amount of Australian Government pensions. Both amounts must be correct. Updated 02/08/2019 |
There are circumstances where Centrelink clients may have payment summaries that include a tax withheld amount greater than the taxable amount. This can be the result of changing payment types during the year or repaying payments that had tax withheld. If you experience this issue, phone 13 72 86 Fast Key Code 3 1 2 for further support. |
Unable to lodge company tax return due to incorrect duplication error Updated 16/10/2018 |
Some users may receive an incorrect duplication error when lodging company returns using practitioner lodgment service (PLS). This is occurring in limited circumstances. In many cases we have found that you can resolve the error by removing the ABN from the return you are trying to lodger. |
'CMN.ATO.AS.EM005 – .is a mandatory field' – error received when attempting to lodge activity statement. The error does not specify which field is mandatory. Updated 15/08/2018 |
If an entry exists at field G1, the ‘Does G1 include GST’ Y/N indicator is mandatory. Update Y or N indicator and resubmit. |
Non-individual income tax return (ITR) produces error 'GENERALERRORINCORE' or 'CMN.ATO.GEN.200001' Updated 09/08/2022 |
Determine if the ABN being used has a status of cancelled. If:
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CMN.ATO.AUTH.007 You do not have the correct permission to submit this request or retrieve this file Updated 30/03/2020 |
Desktop software users:
Desktop and cloud software users:
If necessary, set up your permissions in Access Manager. If you have confirmed your Access Manager settings are correct but the error persists, phone 13 72 86 Fast Key Code 3 1 2. |
Authentication errors
Summary |
Action required |
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SBR.GEN.AUTH.001 Mandatory information missing from the transmission. Contact your software provider. Added 27/08/2021 |
Inform your digital service provider that the following element or attribute {AttributeName} was not found in the transmission. |
SBR.GEN.AUTH.002 Mandatory information provided in the transmission is invalid Updated 27/08/2021 |
Check that you have correctly entered identifiers in your software (for example, the ABN and TFN.). Contact your digital service provider for assistance. |
SBR.GEN.AUTH.003 Reporting party identifier information is missing from the lodgment Updated 27/08/2021 |
Check that you have included the reporting party identifier (TFN or ABN) in the lodgment. |
SBR.GEN.AUTH.004 Check the credential details match the details of the business/agent submitting the information Updated 27/08/2021 |
Check the ABN in the credential matches the business or registered agent details (for example, ABN or RAN) in the transmission. If necessary, contact your authorisation administrator. If you still need help, phone the technical help desk on 1300 287 539. |
SBR.GEN.AUTH.005 Misalignment of identifying information Updated 19/07/2019 |
Check that the client identifier (TFN or ABN) is entered into the practice software matches the client identifiers used for the lodgment. |
SBR.GEN.AUTH.006 A notification does not exist for your software provider for sending your online (cloud) transactions Updated 27/08/2021 |
A notification must exist in Access Manager for your digital service provider before attempting to transact. Phone 1300 852 232 or use Access Manager to notify us of a hosted SBR software service. You will need to provide the following details:
See Cloud software authentication and authorisation for more information on hosted SBR services. |
SBR.GEN.AUTH.007 Contact your software provider Updated 27/08/2021 |
The digital service provider has not been accredited as an online (cloud) software provider. Contact your digital service provider. |
SBR.GEN.AUTH.008 Your notification for the online (cloud) software provider does not contain the correct software ID Updated 27/08/2021 |
Check and update your hosted SBR software ID through Access Manager or by phoning us on 1300 852 232. |
SBR.GEN.AUTH.009 You may not have the correct permission to submit this lodgment Updated 27/08/2021 |
You may not have the correct permission for this transaction. Contact the authorisation administrator for your business or practice to update your permissions in Access Manager and then try again. |
SBR.GEN.AUTH.010 Your transaction failed due to a problem with the online (cloud) software provider's system Updated 27/08/2021 |
The credential used by the digital service provider for securing online (cloud) transmissions made by the business is not enabled for these services. Contact your digital service provider. |
SBR.GEN.AUTH.011 Contact your software provider Updated 27/08/2021 |
The digital service provider has disabled your nomination. Contact your digital service provider, or nominate a new hosted software service by calling 1300 852 232. |
SBR.GEN.AUTH.012 Intermediary identifier information is missing from the lodgment Updated 27/08/2021 |
Ensure that the TFN, ABN or ARN of the intermediary is in the appropriate field. |
SBR.GEN.AUTH.013 The ABN of the business being acted on behalf of is required Updated 27/08/2021 |
Attempt to correct the field. |
SBR.GEN.AUTH.014 A client’s Australian business number, withholding payer number or ATO reference number is required for this request Updated 27/08/2021 |
Attempt to correct the field. |
SBR.GEN.AUTH.015 You are not authorised to submit this request. Review permissions in Access Manager and try again Updated 27/08/2021 |
You may not have the correct permission for this transaction. Contact the authorisation administrator for your business or practice to update your permissions in Access Manager and then try again. |
SBR.GEN.AUTH.016 Mandatory information missing from the lodgment Added 27/08/2021 |
Information required for authorisation processing is missing from the lodgment. Review and update required information. |
Online services for business
Summary |
Action required |
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Error message received when attempting to update Financial Institution Account (FIA) details Added 28/07/2022 |
If you receive this error, contact us directly to update these details. |
Error message ‘No Australian business number (ABN) found’ received when logging into Online services for business Updated 20/03/2023 |
Check your myGovID is linked to the relevant business in RAM. If not, find out how to get started with RAMExternal Link. If your myGovID is already linked to the business, log in to your myGovID app and check your identity strength at the top of your dashboard or by selecting My identity. If your identity strength is:
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Single Touch Payroll
Summary |
Action required |
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Single Touch Payroll (STP) troubleshooting for employers and intermediaries Updated 15/08/2018 |
See STP troubleshooting. |
Lodgment of duplicate amounts in Single Touch Payroll (STP) and payment summary annual reports (PSAR) are creating duplicates. This may impact employee's pre-fill. Updated 16/07/2018 |
If you finalise your employees via STP, do not send a PSAR or file generated from your software with the same information. Only additional disclosures that are not captured in STP should be reported via PSAR or file generated from your software. Lodgment of duplicate amounts may impact the employee's pre-fill. |
Other
Summary |
Action required |
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Superannuation guarantee charge (SGC) statement Online services for business If you have resumed a saved SGC statement and are experiencing issues with the OTR and/or late payment offset fields Updated 09/05/2023 |
To be able to successfully submit the SGC statement or statements you will need to:
If this is unsuccessful you will need to lodge using the Spreadsheet version (XLS, 747KB)This link will download a file and attach it to a new secure mail message. To do this:
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Superannuation guarantee charge (SGC) statement Online services for business If you are lodging an amendment for 31 or more employees, use the spreadsheet Updated 09/09/2021 |
If you intend to lodge an amended SGC statement for 31 or more employees , lodge using the spreadsheet version (XLS, 747KB)This link will download a file and attach it to a new secure mail message. To do this:
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Departing Australia superannuation payment (DASP) – unable to confirm identity Updated 09/09/2021 |
When entering the DASP online system you must enter the client's current passport number. However, if your client has used the DASP online system previously you need to ensure you use the same passport number that was used in the original application. Ensure your client gives you details of their current passport number in addition to any old passport numbers that may have been used previously to access DASP. |
Departing Australia superannuation payment (DASP) – unable to claim unclaimed super money on behalf of a client Updated 09/09/2021 |
When accessing DASP online on behalf of a client, a search for unclaimed super money (USM) will only be conducted when the client's temporary visa has been cancelled and the client is no longer in Australia. Intermediaries are unable to claim USM via DASP online if these conditions are not currently true. Individual clients can access DASP Online or tax agents can lodge a paper claim form. |
Unable to open forms from ato.gov.au – for example, objection form Updated 13/09/2022 |
Try any of the following:
Note: IOS devices will not support downloads containing java script. |
Unable to see the early stage innovation companies (ESIC) report Updated 20/01/2023 |
Users must have the correct permissions set by their administrator in Access Manager to view and lodge the form. To set the required permissions in Access Manager:
The ESIC report is located under Client forms, which are in the Lodgments drop-down menu. |
General purpose financial statements (GPFS) How to update and revise a lodged GPFS form Online services for agents and Online services for business Updated 09/09/2021 |
To update or revise a lodged GPFS form:
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General purpose financial statements (GPFS) How to lodge Online services for agents and Online services for business Updated 09/09/2021 |
The only method to lodge a GPFS is via the form located in the lodgments drop-down menu in Online services for agents or Online services for business. If you are unable to access the report, ensure that:
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Email not delivered – Microsoft office 365 user Updated 09/09/2021 |
You may have an issue with new Microsoft office 365 installations where some emails sent to an official and current ATO email address are not delivered. The problem could be related to the configuration of the sender policy framework (SPF) and domain key identified mail (DKIM) services. If you suspect this problem is affecting emails sent from your practice, it will require a correction to your Office 365 configuration. Consult your software service provider or contact your software vendor for more information and guidance. |
If you cannot find a reference for the system issue you are experiencing, contact us.