Frequently asked questions

Other

I have received a lockout message. What does this mean?

You have been locked out of the system because you have failed three attempts to provide your correct details. You must ensure that you are entering the correct details as you have previously reported them to us. We only allow three attempts before your account is locked for one hour for security reasons.

We can help you to update your details with us so you can successfully register to use our online services, but we cannot unlock your account or reset your password during this one hour period. You must wait one hour before attempting to establish your identity again.

If you need to update/check your details phone 13 28 61, then press 5, between 8.00am and 6.00pm Monday to Friday to speak with a customer service representative.

Why has my session expired?

Your session will expire if your session remains inactive for 20 minutes. Close your web browser window and log in again.

If there are issues with the system where can I find more information?

From time to time we will undertake scheduled maintenance on our online services which may impact on your ability to register. For details about system availability, we recommend you regularly check system maintenance and issues.

Sections within Individuals

• Password
• Tax file number (TFN), name and date of birth
• CAPTCHA code
• Shared secrets
• Other