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  • Help and support for online services – individuals

    Use this page if you are having trouble linking to ATO online services for individuals, using myTax or the ATO app.

    On this page:

    Linking to ATO online from myGov

    If you get an error message when you try to link your myGov account to the ATO, check your personal details are in the correct format.

    TFN – nine-digit number, no spaces

    Given name – the first 40 characters

    Family name – the first 40 characters

    One name only – enter your name in the family name field only

    If you still get an error message use the table below to check for common issues and what you can do. If your error message has an error code, you can search for the code by selecting ctrl + F and enter the code.

    Known issues or errors you may experience when linking to ATO online services

    Error message or known issue

    What you can do

    Unable to complete link as details do not match customer record

    First, check you’ve entered these details correctly.

    Your myGov personal details (name and date of birth) at the top right side of the myGov homepage. These details will only appear if you have a link to either Medicare or Centrelink.

    If these details are incorrect, you’ll need to contact either Centrelink or MedicareExternal Link to update them.

    Two attempts remaining/one attempt remaining

    Check the information is entered in the correct format. Check the instructions or click on help (?) icon in myGov for format advice.

    If you're unable to answer, go to Information you need for linking to us on myGov and select another question specific to you.

    Linking lockout

    This occurs when you’ve had three failed attempts to link to us.

    For security purposes you won’t be able to link for one hour.

    Try again after the one-hour lockout has expired.

    Check the information is entered in the correct format. Check the instructions or click on help (?) icon in myGov for format advice.

    Or go to Information you need for linking to us on myGov and select another question specific to you.

    Unable to login to myGov

    You may not be able to login to your myGov account if you don't have access to security codes.

    Check, When you can't log in to your myGov account.

    If this applies to you, you'll need to create a new myGov account and link it to the ATO again.

    Cannot find link (A951.24)

    This message appears when attempting to navigate from myGov to ATO online.

    This means your myGov account is not linked to the ATO.

    You need to link your myGov account to the ATO before you can access ATO online services. See Link your myGov account to the ATO for instructions.

    If you have previously linked your account to the ATO, return to the myGov Services page and check the ATO link status.

    • If not showing as linked, press the green link icon to begin the linking process.
    • If linked, you'll need to click on the red unlink icon.

    Once you've received confirmation that the ATO has been unlinked, you should click the green link icon to link again.

    • Unable to verify (A932.06)
    • Ineligible to link (A932.02)
    • Unable to link (A932.57)

    If you're seeing the following error messages, you will need to phone us.

    Using ATO online services

    Known issues or errors when using ATO online services

    Error message or known issue

    What you can do

    An error has occurred (001)

    If the problem persists, contact us.

    Your settings are blocking this page from loading (002)

    Check your device to see if you have ad blocker, browser add-ons or anti-virus software installed, considering:

    • ad blockers and other add-ons are often shown as icons near the address bar in browsers
    • updating settings for these products (refer to the software provider’s instructions) can allow our website to display (for example, whitelisting/adding an exception for the ato.gov.au domain).

    Try using another browser or device.

    If you have followed the above steps and require technical assistance, you can contact our technical helpdesk on 1300 139 373.

    A system issue error message is displayed

    Examples include:

    • A927.06 – The ATO system has encountered an unexpected error while processing your request
    • Proxy error
    • Unknown error
    • Unexpected system error
    • Session terminated

    Session expiry. 

    If the problem persists, contact us.

    Using myTax

    Known issues or errors when using myTax

    Known issue

    What you can do

    There is no ‘Prepare’ button or link on the ATO online home page for a specific year

    The ‘Prepare’ button or link will not display in the following circumstances:

    • you lodged a non-lodgment advice for the year you're trying to lodge now.
    • you indicated that your last lodged tax return was your final return

    You will not be able to access that year's myTax via the ATO online home page.

    Navigate to the Income tax lodgments page by selecting the Manage tax returns quick link. 

    If you previously lodged a non-lodgment advice for the year you're trying to lodge now, select the History tab on the Income tax lodgments page.

     

    Follow further on-screen instructions to start your return.

     

    If you previously indicated that your last lodged tax return was your final return, select the Not lodged tab on the Income tax lodgments page.

     

    If a link does not display allowing you to lodge your tax return you will need to contact us to have your account reactivated.

    Lodged return still displaying as 'Not lodged' or 'Resume' on the ATO online home page

    Some returns may not display as lodged immediately after lodgment and may still appear in the For action section on the ATO online home page.

    If you:

    • have a lodgment receipt number, do not attempt to lodge your return again
    • don’t have a lodgment receipt number, try lodging the return again.

    If the lodgment is not displaying after three days, contact us.

    Using the ATO app

    Table 4: Troubleshoot known issues when using the ATO app

    Known issues

    What you can do

    This message displays: ‘Unable to upload your records’

    This might happen when you are attempting to upload myDeductions records to the ATO.

    • Check for any known system issues currently affecting the ATO app – see System maintenance.
    • Ensure your device is connected to the internet.
    • Ensure you have the latest version of the app installed.
    • If you have trips recorded using the Point to Point method, ensure you have entered a start and end location.
    • Try again later.

    If you continue to receive this error message, you can contact us to report the issue.

    myDeductions tool – trip recording on OPPO devices

    OPPO phones include a ‘Background Freeze’ energy saver setting which prevents apps from running in the background. If you go out of the app or your device goes into standby mode while recording a GPS trip, this setting can cause the ATO app to suspend and your trip to stop tracking.

    To resolve this issue, on your device, select

    • Settings
    • Battery
    • Energy Saver
    • Tap on, ATO app
    • Turn off, Background Freeze.

    Note: These steps may vary slightly depending on the device you have.

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    Last modified: 26 May 2021QC 41368