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  • Troubleshooting for businesses and tax practitioners

    Agent online services dashboardExternal Link – updates on the availability and performance of Online services for agents.

    Practitioner lodgment service dashboardExternal Link – availability and performance of the practitioner lodgment service.

    Superannuation DashboardExternal Link – availability and performance of superannuation enabling service.

    Technical HelpdeskExternal Link – for assistance with technical log-on, connection, firewall and virtual private network (VPN) issues.

    Systems

    Online services for agents

    Refer to the Online services for agents user guide for more information on Online services for agents.

    Summary

    Action required

    Clients' details may not be current

     

    There are delays in processing information transferred from the Australian Business Register (ABR).

     

     

     

     

     

     

     

     

    Updated – 02/12/2019

    Functions that are affected by these delays include:

    • ABN updates
    • new role registrations
    • updates of client information to other systems

     

    Details displayed and client reports may not display the most current information.

     

    Changes to your clients' details have been captured by our systems, so we ask that you don't resend this information to us or phone us to have them updated.

     

    We are treating this issue as a priority and have allocated additional resources to address the processing backlog.

    Change in 'Submit' buttons

     

    There has been a change to the buttons used to process or finalise Activity Statements.

     

     

     

     

     

     

    Updated – 02/12/2019

    Instalment activity statements

     

    If no changes have been made, then clicking the 'Continue' button will finalise the Activity Statement.

     

    If you have made changes to the instalment activity statement then clicking the 'Submit' button will finalise the activity statement.

     

    Business Activity Statements

     

    By clicking on 'Lodge', the activity statement will be finalised.

    When adding or removing a client my client list does not reflect the change

     

     

    Updated – 07/11/2019

    When you add or remove a client, your client list may take up to 15 minutes to refresh.

     

    During this time you can access the client's record using an identifier to search or by the link provided on the confirmation screen.

    When removing a client my Favourite client list is not updated

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated – 07/11/2019

    Once you remove the client from your practice you will no longer be able to access their records.

     

    Although they are no longer a client, it does not automatically remove them from the Favourites clients list. A ‘You don’t have permission to access this record’ error message will be displayed if you select the client.

     

    To remove them from your Favourite client list go to;

    • My practice drop down menu
    • Select 'Favourite clients'
    • Locate the client and then remove

     

    Each user in your practice will need to remove the client from their own Favourite client list if they had added the client.

    Error message when lodging or saving the Early stage innovation companies report

     

    Updated – 06/11/2019

    Do not cut and paste content from other sources as this will result in an error.

     

    Enter details directly into the ESIC report which is visible under Client forms in the Lodgments drop down menu.

    Unable to access a deceased clients account

     

     

     

     

     

    Updated 05/11/19

    This is a known issue. A change to permit access deceased client's information where you are the Legal personal representative of the deceased client is scheduled to be deployed on 2 December 2019.

     

    From 2 December 2019 all access to deceased clients is removed when we receive official notification of their death. However you can re-add the client after confirming you are their Legal personal representative to access the information.

    Tax type summary reports is not available

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated 06/11/19

    This is a known issue and we are scheduling a fix for March 2020.

     

    In the interim, to access amounts on your activity statements including PAYG withholding, use the following reports.

     

    For a total annual amount for an income year, view the relevant client report:

    • Year to date revenue product summary report - Currently available for 2017, 2018, 2019
    • PAYG instalment report - Currently available for 2016, 2017, 2018, 2019
    • Year to date interest summary report - Currently available for 2017, 2018, 2019

    For a breakdown of the income tax year amount you will need to view the relevant activity statement interest amounts, go to the relevant account. Then use the filter to select the dates for the income tax year to view or download and sort.

    For Excise amounts you will need to go to the Excise and Resources Rent Tax accounts. Then use the filter to select the dates for the income tax year to view or download and sort.

    Can't navigate activity statement account transactions

     

     

     

     

     

    Updated 05/11/19

    This is a known issue and we are scheduling a fix.

     

    You can navigate to the relevant activity statements by opening multiple tabs and windows.

     

    For GIC calculation details use the GIC calculator on the Tax accounts screen or contact us on 13 72 86 FKC 3 1 2

    Non-lodgment advice for non-individuals not available

     

     

     

     

     

    Updated 05/11/19

    This is a known issue and we are scheduling a fix.

     

    You can lodge a Non-lodgment advice for non-individuals using your practitioner lodgment service (PLS) enabled software.

     

    If your software doesn't include non-lodgment advice, contact us on 13 72 86 FKC 3 1 2 for further assistance.

    Blank payment slip

     

     

     

    Updated 05/11/19

    This is a known issue.

     

    Where you do not have a payment slip you can provide payment details to your client by printing the Payment Options, which will also include the Payment Reference Number and balance of the account.

    Lodgment performance data for 2018-19 and 2019-20 may be incorrect

     

     

     

     

     

     

     

     

    Updated 24/10/19

    We are aware of this issue and are working to resolve it.

     

    The information reported in your annual performance summary email issued in August 2019 is correct.

     

    Check your Client list and client lodgment history to work out your 2019-20 lodgment performance.

     

    More information about the lodgment performance calculation is available at How we calculate your lodgment performance

    Clients that I no longer represent (old clients) are visible in my client list

     

     

     

     

     

     

    Updated – 8/10/19

    This is because your authorisation as the clients' registered tax or BAS agent still exists for some or all roles and accounts. This can happen when;

    • A final return was lodged,
    • Clients become deceased,
    • Clients whose role or accounts were cancelled by ATO but the link has been retained (to facilitate subsequent role/account reinstatement).

    Refer to the Client List to find out how to remove clients you no longer represent.

    Error adding a client when choosing 'Practice' or 'Client' at the Activity Statement notification field via the 'My practice' drop down menu

     

    Updated – 15/09/19

    This is a known issue and we are scheduling a fix. To add the client;

    • Go to Profile drop down menu
    • Select communication preferences
    • Choose 'Practice' or 'Client' notification method.
     

    Incorrect notional year printed on PAYGI letter

     

     

     

     

    Updated – 12/09/19

    Some agents may receive a PAYGI letter with the incorrect financial year printed associated with the estimate of tax that will be due.

     

    The amount of notional tax stated on the letter is correct and does not affect how you lodge the activity statement.

    Tax returns are not visible in 'Not lodged' and 'historical lodgments' only for SAP late balancing entities

     

     

    Updated – 02/09/19

    This is a known issue that we are currently investigating.

     

    This is affecting July, August, September, October, November and December late balancers.

    ‘No eligible lodgments are available' and ‘No historical lodgments are available' is displaying when BAS agents are viewing Taxable payments annual report (TPAR) data

     

     

    Updated – 14/08/19

    This is a known issue that we are currently investigating.

     

    This is occurring as there is no data displayed in the ‘Not Lodged’ or ‘History’ tabs. Refer to your own records for lodgment requirements and historical data.

     

    This does not affect the way that you lodge.

    Pre-fill reports – After adding a client I am not returned to the search field to add another client

     

     

    Updated – 06/08/19

    This is a known issue and we are scheduling a fix. To return to the Search field to add a new client;

    • Using the mouse, click the Search and add Field
    • Using the keyboard press Shift + Tab twice to return.
     

    Error message received 'No registered agent number found' for new AUSkey holders that are linked to the Registered agent number in Access manager

     

     

    Updated – 30/07/19

    You may be required to perform this for each new AUSkey. To resolve;

     

    • De-select the agent number in Access manager and save,
    • Select the agent number in Access manager again and save.
     

    Authorisation error occurring when accessing Quicklinks, Client list, Advanced Search, My Details and Add Client

     

     

    Updated – 02/12/19

    • To continue using these Online Services for agents features, you can add your practice as a client in PLS.
     

    Unable to add clients.

    Known issue impacting agents that operate under a trust to trustee structure.

     

    Updated – 02/12/19

    We are currently investigating.

    To remedy this;

    • Add your clients using the PLS.

    We will provide an update once more information is available.

    Unable to view lodgment program data.

    Know issue impacting agents that operate under a trust to trustee structure

     

    Updated – 27/05/19

    We are currently investigating.

    We will provide more information once more information is known.

    Error message displaying when removing a restricted client

     

     

     

     

     

    Updated – 02/12/19

    Users will experience an error when attempting to remove a client that has been classified as restricted in Access Manager. To ensure that you do not receive an error;

    • Users with Access Manager administration access will need to remove the restriction of the user in Access Manager prior to removing the client in Online services for agents
     

    Error message displayed after selecting ‘Submit’ when removing a client using a unique identifier

     

    ‘You have errors in the following fields:

    • Search clients
    • Select a client

     

    Updated – 07/02/19

    To resolve:

    • With your cursor in the search field press 'enter', or
    • click the search icon to the right hand side of the identifier entered
    • this will display the Client’s information to proceed with removing the client.
     

    Internet Explorer browser users may not be able to access AUSkey enabled online services.

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated – 02/12/2019

    Due to changes to Internet Explorer and Java occurring in April 2019, Internet Explorer users may not be able to access AUSkey enabled online services such as Online services for agents.

     

    Users may receive the following error messages when using Internet Explorer to login with your AUSkey:

     

    • AUSkey login screen displays a general 'System Error'.
    • Your AUSkeys are not displayed, with 'myGov' option visible.

     

    If you receive any of the above messages, try using an alternate browser such as Firefox or Chrome. Visit the Download software for AUSkeyExternal Link page for more information.

     

     

    If you use Practitioner Lodgment Service (PLS) enabled software via desktop you should not be affected but some cloud provider services may be impacted.  If you experience any issues you will need to discuss your options with your software provider.

    ‘Enter letters only’ error when attempting to enter a country into the other field when updating addresses

     

     

     

     

     

     

    Updated – 18/03/2019

    Users may experience an error when attempting to update addresses. If you select ‘other’ in the Country* field you will be asked to input a country in the ‘If other, specify here*’ field.

    An issue exists with validating the value input in this field which will return an error. If you receive the error:

    • Return to the ‘Country*’ field and select the relevant country, or
    • If the country is not in the list, call 13 72 86 FKC 3 3
     

    'Agent type' field in My details screen does not display correct agent classification

     

     

     

     

    Updated – 15/03/2019

    When viewing My details; agent type field will display as 'Tax Agent' for all classifications of agent.

     

    This does not affect your accesses and registrations.

     

    This is a known issue that is currently under investigation.

    Predictive search is only displaying 10 matches when more than 10 are expected

     

     

     

     

    Updated – 07/02/19

    Predictive search only returns 10 matches in the dropdown box. To view the full list of results:

    • With the cursor in the search box, press 'enter', or
    • click the search icon to the right hand side of the quick search field
    • this will navigate you to the Advanced search screen to display the full list of the predictive search results.
     

    Authorisation issues - client account

     

    Do not have authorisation to act on behalf of a client for all relevant accounts

     

     

    Updated – 07/02/19

    To update the client accounts that you are currently authorised for, go to:

    • the Client’s Client summary page
    • select 'Profile' then 'Maintain authorisations'
    • select appropriate account.
     

    Authorisation issues - Income tax account

     

    • Using an ABN as the unique client identifier, can only access specific accounts, not including the income tax accounts
    • Receive error message 'This client is already in your client list' when attempting to add the client again using the TFN
    • How do I add the client for income tax?

     

     

    Updated – 07/02/19

    To update the accounts that you are currently authorised for, go to:

    • the Client’s Client summary page
    • select 'Profile' then 'Maintain authorisations'
    • select Income tax.

     

    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 – 07/02/19

    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.

    AUSKey via USB stick Error message:

    'You don’t have the required AUSkey software downloaded'

     

     

     

     

     

     

     

    Updated – 31/01/19

    If you receive this error:

    • Clear the cacheExternal Link of the browser on the AUSkey USB stick. Complete this step first and close browser.
    • Copy the Online services for agents URL/hyperlink.
    • Open the Firefox browser on the AUSkey USB (not the desktop).
    • Paste the URL/hyperlink into address field of the browser and press Enter.
    • Select Online services from the login page (add to favourites or set as the default homepage for USB Firefox Browser).
    • Authenticate AUSkey as per usual.
     

    'Software download required' message received when using Internet Explorer

     

     

     

     

     

     

     

    Updated – 31/01/19

    To rectify this, on an Internet Explorer browser page:

    • Select 'Tools' (Cog icon, top right).
    • Select 'Internet options'.
    • Click on 'Settings' (under Browsing history).
    • In the 'Temporary Internet Files' tab, under 'Check for newer versions of stored pages', select; 'Every time I visit the webpage' and then press OK.
    • Close out of 'Tools' window.
    • Clear the cacheExternal Link.
     

    Session Timeout/Session has Time Out (A927.42 / A927.39) error

     

    Updated - 02/07/18

    See technical helpdesk at the following link;

     

    Session Timeout error A927.42-A927.39External Link

    When varying the activity statement the T9 label does not update

     

    Updated – 29/07/19

    If varying the activity statement the T9 figure will update after you press the submit button. 

    Back to top

    Practitioner lodgment service (PLS)/Standard business reporting (SBR)

    Refer to the PLS user guide for more information on PLS.

    SBR Authentication errors

    List of PLS/SBR issues

    Summary

    Action required

    ‘Service Action Denied’ error received when using SBR2 Prod 1 to lodge

     

     

     

     

     

     

     

     

     

     

    Updated – 30/08/19

    This will occur as SBR Prod 1 is being decommissioned on 31 August 2019. If you are using a desktop version of your software without the latest updates, you may receive the ‘Service Action Denied’ error message.

     

    To resolve;

     

    • Install the latest version of your software and attempt to lodge again.
    •  
    • If this does not resolve the issue, review the information provided by your digital service provider.
    •  

    If you continue to experience issues, contact 13 72 86 FKC 3 1 2

    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, contact the ATO on 13 72 86, FKC 3 1 2 for further support.

    Access to on-demand and EFT reconciliation reports

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated 02/124/2019

    From April 2019, a PLS error is preventing a very small number of agents using cloud services (less than 200) from subscribing to EFT Reconciliation reports or accessing a number of other reports. Examples are:

     

    • EFT reconciliation report
    • activity statement client report
    • activity statement lodgment report
    • income tax lodgment performance report
    • income tax client report.
    •  

    This is an ATO problem and not a problem with software. Information provided in the activity statement and income tax clients reports is available through Online services for agents.

     

    Online services for agents will also provide information about lodgment performance.

     

    If you're unable to subscribe to the EFT reconciliation report, phone our EFT Helpdesk on 1800 802 308.

    Duplicated Electronic Fund Transfer reconciliation statement (EFTRS) reports.

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated – 26/03/2019

    Due to migration to updated services in ATO systems, some users may experience duplication of previously retrieved and opened EFTRS reports.

     

    Depending on how your software retrieves reports, you may need to:

     

    Select ‘All Reports’

    Or

     

    Request ‘Next’ and open each report

    …to retrieve and open up to 90 days of previous reports.  This will then provide you access to the latest report.  Consequently, this may include reports you have already received and viewed.

     

    While an irritant, this will be a one off occurrence as a result of your software product migrating to the upgraded ATO system.

    Unable to lodge company tax return due to incorrect duplication error

     

     

     

     

     

     

    Updated – 16/10/2018

    This is a known issue and is under investigation.

     

    Some users may receive an incorrect duplication error when lodging company returns using Practitioner Lodgment Service (PLS). This is occurring in limited circumstances.

     

    We have found in many cases removing the ABN from the return you are trying to lodge will resolve this error.

    CMN.ATO.AS.EM005 - .is a mandatory field

     

    When attempting to lodge activity statement, ‘CMN.ATO.AS.EM005 - .is a mandatory field’ error is returned that does not specify which field is mandatory

     

    Updated - 15/08/18

    ‘Does G1 include GST’ Y/N indicator at field G1 is mandatory if entry exists at G1

     

    Update Y/N indicator and re-submit

    PLS/SBR pre-fill

     

    The 2017/18 Net Farm Management Deposits or Repayments pre-fill data is displaying without a pre-fill date in 'Available for pre-filling'  

     

     

     

     

     

     

    Updated - 01/08/18

    This is a known issue currently under investigation.

     

    The “Available for Pre-filling” date will display in the relevant header, which is indicative of the data currency.

     

    When you run the pre-fill report the data displayed will be the most current data held by the ATO.

    2018 Individual income tax return (IITR)

     

    SBR.GEN.FAULT.FAULTFROMAGENCY

     

    This error may appear for the following scenarios:

     

    There is an anomaly with the Medicare levy surcharge, or

     

    A general fault has been detected within ATO systems

     

     

     

     

     

     

     

     

     

     

     

     

    Updated - 10/07/18

    Medicare levy surcharge anomaly

     

    To confirm if this is the cause of the error message, you will need to;

    • check the number of days your client was not liable for surcharge or their spouse income details, as required.
    • Then, attempt to lodge the return again.

     

    A fix is being developed to return the correct error message for all scenarios that occur with this error as soon as possible.

     

    Once the issue is resolved we will update this message and advise Digital Service Providers (providers of your practice management software).

     

    Contact the ATO on 13 72 86 FKC 3 1 2 for further support.

     

    A general fault

     

    This fault was likely caused by a transitory degradation in system performance. We suggest you wait a while before attempting the transaction again.

     

    However, if you encounter the same error, contact the ATO on 13 72 86 FKC 3 1 2 for further support.

    Undefined exception or transaction error

     

    Practitioner lodgment service (SBR enabled) software that also provides ELS services may return non-descript errors if user ELS profile information is not recorded in software product.

    Add your ELS profile information to your software product.

     

    Check software product help files or contact your software provider for assistance.

    ELS and Windows 8 and 10 connectivity issue

     

    Practitioner lodgment service (SBR enabled) software that also provides ELS service may be impacted by older versions of CISCO VPN Client.

    Cisco VPN Client is not supported for Windows 10 and is best effort support for Windows 8.

     

    Contact your PLS/SBR/ELS software provider for advice on updates and patching.

    Non-individual Income Tax Return (ITR) produces error: “GENERALERRORINCORE" and/or "CMN.ATO.GEN.200001"

    Determine if the ABN being used has a status of Cancelled. If:

    • Yes – remove the ABN and resubmit the ITR.
    • no – contact your software developer. 
     

    CMN.ATO.AUTH.007

     

    You do not have the correct permission to submit this request or retrieve this file.

    Desktop software users:

    • review your permissions in Access manager or contact your AUSkey Administrator.
    • contact your AUSkey administrator to authorise your AUSkey for the relevant registered agent number.
    •  

    Desktop and Cloud software users:

    • check that the client ABN has not been cancelled. If cancelled;
      • remove the ABN from the form for lodgment and resubmit, OR
      • remove the ABN from your practice management software and the form for lodgment and resubmit.
       
    • Check that the client identifiers in your practice management software are correct:                                                                
      • is the ABN correct for the TFN?
      • is the TFN correct for the client name?
      • is the ABN correct for the client name?
       

    If necessary set up your permissions in Access manager.

     

    If you have confirmed your Access Manager settings are correct but the error persists, phone us on 13 72 86 FKC 3 1 2

    Back to top

    Authentication errors

    List of known authentication errors

    Summary

    Action required

    SBR.GEN.AUTH.002 

     

    Mandatory information provided in the transmission is invalid.

     

    Updated – 19/07/2019

    Check that you have correctly recorded client information in your practice management software.

    SBR.GEN.AUTH.003

     

    Reporting party identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    Check that you have included the reporting party identifier (TFN or ABN).

    SBR.GEN.AUTH.004

     

    Check AUSkey details match the details of the user submitting the information.

     

    Updated – 19/07/2019

    Check that the correct AUSkey has been selected for this lodgment.

     

    If necessary, contact your AUSkey Administrator.

     

    If you still need help, contact the AUSkey help desk on 1300 287 539.

    SBR.GEN.AUTH.005

     

    Misalignment of identifying information

     

    Updated – 19/07/2019

    Check that the client identifiers (TFN or ABN) entered into the practice software match the client identifiers used for the lodgment.

    SBR.GEN.AUTH.006

     

    The software provider has not been nominated to secure your online (cloud) transmissions

     

     

     

     

     

     

     

     

     

     

    Updated – 19/07/2019

    You must nominate your software provider before attempting to lodge. To resolve;

     

    • Log onto Access Manager (AUSkey required)
    •  
    • select 'My hosted SBR software services'
    •  
    • follow the instructions to nominate a provider. 
    •  

    If you are unable to nominate a software provider, contact us on 1300 852 232 or use Access Manager to notify us of a hosted SBR software service.

     

    See Cloud software authentication and authorisation for more information on hosted SBR services.

    SBR.GEN.AUTH.007

     

    The software provider has not been accredited as an online (cloud) software provider

     

    Updated – 19/07/2019

    Contact your software provider.

    SBR.GEN.AUTH.008

     

    Your nomination with the online (cloud) software provider does not contain the correct software ID.

     

     

     

     

     

     

    Updated – 19/07/2019

    Check and update your hosted SBR software ID through Access Manager. To resolve;

     

    • Log onto Access Manager (AUSkey
    •  
    • select 'My hosted SBR software services'
    •  
    • update the nomination.
    •  

    If you are unable to updated your hosted SBR software ID, contact us on 1300 852 232.

    SBR.GEN.AUTH.009

     

    You do not have the correct permission to submit this lodgment.

     

    Updated – 19/07/2019

    Review your permissions in Access Manager or contact your AUSkey Administrator.

    SBR.GEN.AUTH.010

     

    Your transaction failed due to a problem with the online (cloud) software provider's system.

     

    Updated – 19/07/2019

    The AUSkey used by the software provider for securing online (cloud) transmissions is not enabled for these services.

     

    Contact your software provider.

    SBR.GEN.AUTH.011

     

    The software provider has disabled your nomination.

     

    Updated – 19/07/2019

    Contact your software provider, or nominate a new hosted software service by contacting us on 1300 852 232.

    SBR.GEN.AUTH.012

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    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 – 19/07/2019

    Insert the correct ABN into the field.

    SBR.GEN.AUTH.014

     

    A client’s ABN, TFN, WPN or ARN is required for this request.

     

    Updated – 19/07/2019

    Insert the correct ABN, TFN, WPN or ARN into the field.

    SBR.GEN.AUTH.015

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    Check your permissions in Access Manager or contact your AUSkey Administrator.

     

    If you still require assistance, contact the AUSkey help desk on 1300 287 539 option 4.

    Back to top

    myGovID

    List of myGovID issues

    Summary

    Action required

    Activity statement save and resume functionality is not working

     

    myGovID authentication

     

    Updated – 21/11/19

    This is a known issue for users who login with their myGovID.

     

    Currently this functionality is only working for AUSkey users.

    Selecting Notice of Assessment link in Income tax history may take you to myGov login page

     

    myGovID authentication

     

    Updated – 21/11/19

    This is a known issue for users who login with their myGovID.

     

    To view the Notice of Assessment, use Communication History.

     

    Alternatively login in using your AUSkey.

    Selecting Non- Lodgment link in Income tax history may take you to myGov Login page in error

     

    myGovID authentication

     

     

    Updated – 21/11/19

    This is a known issue for users who login with their myGovID.

     

    To submit a Non-Lodgment advice for an Individual client, navigate using the client menu.

     

    Alternatively login in using your AUSkey.

    If you are in the Practice level menu and select the Home icon it may redirect you to myGov login page in error

     

    myGovID authentication

     

    Updated – 21/11/19

    This is a known issue for users who login with their myGovID.

     

    To ensure that this error does not occur, use alternate navigation using the Search, Client and Practice Menu's.

     

    Alternatively login in using your AUSkey.

    Selecting an action now link within a client detail update notification may take you to myGov Login page in error

     

    myGovID authentication

     

    Updated – 21/11/19

    This is a known issue for users who login with their myGovID.

    Use the Profile menu to check and update client details.

     

    Alternatively login in using your AUSkey.

    Navigating in Communication History page may divert to myGov Login page in error

     

    myGovID authentication

     

    Updated – 21/11/19

    This is a known intermittent issue for users who login with their myGovID.

     

    If this occurs, try to access the client communication content again.

     

    Alternatively login in using your AUSkey.

    When logging into Online services for agents, user may be taken to myGov Login page in error

     

    myGovID authentication

     

    Updated – 21/11/19

    This is a known intermittent issue for users who login with their myGovID.

     

    Attempt to login again or use AUSkey to authenticate.

    A user has been granted full access in RAM allowing them to access all restricted clients for the practice, all Registered Agent Numbers (RAN) and all business level permissions. However, the practice wants to customise the user’s permissions and cannot with the Full Access level.

     

     

    myGovID authentication

     

     

     

    Updated – 21/11/19

    A principal authority or authorisation administrator will need to log in to Relationship Authorisation Manager (RAM) to edit the users’ authorisation and change the level of access for Australian Taxation Office from full to custom.

     

     

    After making the change, a link is provided to the user’s authorisation in Access Manager where they can re-setup the user’s permissions (the user will have no AM permissions by default after the change in RAM).

    Alternatively login in using your AUSkey.

    Unable to search using client name on quick search, access client lists, access quick links and view practice details

     

     

    myGovID authentication

     

     

     

     

     

     

     

     

    Updated – 21/11/19

    This is a known issue for users who login with their myGovID.

     

    This occurs where the ABN of the intermediary business is a restricted client in Access Manager. Users without access to the restricted client permission lose access to the ability to search by name.

     

    Client records can still be accessed using the client identifier (ABN or TFN).

     

    Alternatively users can be granted the restricted client permission.

    • If the user should not have access to Restricted clients, use AUSkey to authenticate.
     

    I can't access the file transfer function when I log in with myGovID and Relationship Authorisation Manager (RAM)

     

     

     

    Updated 31/10/19

    This is a known issue which we are working to resolve.

     

     

    You can still access the file transfer function in Online services for agents by using your AUSkey to log in.

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    AUSkey

    List of AUSkey issues

    Summary

    Action required

    Expired AUSkey

     

    If you are presented with any of the following scenarios:

    • a 'Credential required' error is appearing on the screen
    • the AUSkey does not appear when at log in screen
    • an expired AUSkey error message is appearing in your software

     

    You will need to register for a new AUSkey. Use the same details (given name, family name and email address) used for the expired AUSkey to retain the same access to online government services.

     

    1. Ask an AUSkey Administrator to visit abr.gov.au/auskey
    2. Select Login (to AUSkey Manager)
    3. Select Register an AUSkey
    4. Enter your details (same given name, family name and email address as before)
    5. When you receive your Install AUSkey email, install the AUSkey on the same computer you normally use.

     

    If you are the only AUSkey Administrator for the business:

    1. Go to abr.gov.au/auskey
    2. Select Register for an AUSkey
    3. Follow the instructions to Register for an Administrator AUSkey
    4. When you receive your Install AUSkey email, install the AUSkey on the same computer you normally use. 
     

    Internet Explorer browser users may not be able to access AUSkey enabled online services

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated -18/03/2019

    Due to changes to Internet Explorer and Java which occurred in April 2019, Internet Explorer users may not be able to access AUSkey enabled online services such as Online services for agents.

     

    Users may receive the following error messages when using Internet Explorer to login with your AUSkey;

    • AUSkey login screen displays a general 'System Error'
    • Your AUSkeys are not displayed, with 'myGov' option visible

     

    If you receive any of the above messages, try using an alternate browser such as Firefox or Chrome. Visit the Download software for AUSkeyExternal Link page for more information.

     

    If you use Practitioner Lodgment Service (PLS) enabled software via desktop you should not be affected but some cloud provider services may be impacted. If you experience any issues you will need to discuss your options with your software provider.

    Windows 8 and Internet Explorer 10

    Internet Explorer 10 (IE10) launched from the ‘Metro’ (Start) screen in Windows 8 does not have any plug-in support.

     

    This means that the AUSkey Java plug-in will not run and causes the following issues:

     

    Failed to load Applet

     

    Browser not supported

     

    However, IE 10 works in Windows 8 via the Desktop mode

    Option 1 – Update to Windows 8.1

     

    Version 8.1 does not have this issue

     

    Option 2 – Launch IE10 from Desktop mode

    • select the Desktop icon from the 'Metro' Start screen
    • launch IE10
    • perform the AUSkey function required (for example, install the AUSkey, log in etc.).

     

    Option 3 – use another browser such as Chrome

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    Single Touch Payroll

    List of single touch payroll issues

    Summary

    Action required

    Single Touch Payroll (STP) troubleshooting for employers and intermediaries

     

    Updated - 15/08/18

    STP troubleshooting

    Lodgment of duplicate amounts in Single Touch Payroll (STP) and PSAR (Payment Summary Annual Report) are creating duplicates. This may impact employee's pre-fill

     

     

    Updated – 16/07/18

    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.

    Authorisation to lodge Single Touch Payroll Reports at 'Add' and 'Authorisation' screens

     

     

    Updated – 27/07/2018

    If you provide payroll services only, you will need to ensure you are authorised to act for your client before you can lodge Single Touch Payroll reports.

    Contact ATO on 13 72 86 FKC 1 3 1 1 to enable your authority.

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    Departing Australia Superannuation Payment (DASP) online application system

    List of DASP issues

    Summary

    Action required

    Unable to confirm identity

    When entering the DASP Online system you must enter the clients 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.

    Unable to claim unclaimed super money on behalf of a client

    When accessing DASP Online on behalf of a client, a search for unclaimed super money (USM) will only be conducted where 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 client can access DASP Online or Tax Agent can lodge a paper claim form.

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    Electronic commerce interface (ECI)

    List of ECI issues

    Summary

    Action required

    Users are unable to lodge using ECI

    In order for ECI to work through your firewall try the following:

    • ensure your firewall traffic allows the address eci.ato.gov.auExternal Link
    • check your firewall allows the transmission of zip files to and from the URL address eci.ato.gov.auExternal Link and that your firewall does not strip headers from the packets that are transmitted from this address
    • access Program control feature within your firewall and ensure that Sun Microsystems Java is given full access to the internet and not set to block.
     

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    Other

    List of other issues

    Summary

    Action required

    Superannuation Guarantee Charge Statement

     

    Business Portal

     

    If you are claiming late payment offset or lodging an amendment for 31 or more employees, use the spreadsheet

     

    Updated – 11/11/2019

    If claiming late payment offsets or you intend to lodge an amended SGC statement for 31 or more employees , lodge using the Spreadsheet version and attach it to a new portal mail message.

     

    To do this;

    • select 'new message'.
    • choose ‘Superannuation’ as the mail topic.
    • ‘Lodge SGC statement’ as the mail subject
     

    Concessional date not applied to finalised 2016, 2017, 2018 and 2019 GST Return (GSTR) and GST Annual (GSTA)

     

    In limited circumstances the concessional due date is not being applied to finalised 2016, 2017 and 2018 GSTR and GSTA

     

    Updated – 02/12/2019

    This is a known issue .If one of your clients has this issue call us for assistance on 13 72 86 FKC 

    Certificate of Coverage form

     

    Online services for agents and Business Portal

     

    Receipt number not provided once the Submit button is selected

     

     

     

     

     

     

     

    Updated – 11/07/2018

    If a receipt number is not provided after the first time you select the Submit button, this may cause the error message 'We're currently experiencing technical difficulties, try again later' to appear. If this does occur do not press the Submit button again as this may create multiple lodgments.

     

    If the receipt number is not provided once the Submit button is selected or the error message appears, send an email to;

    SuperannuationBilateralAgreements@ato.gov.au with the subject heading ‘CoC Request Multiple Lodgments'.

     

    Provide the following information in your email in relation to the application you are trying to submit;

    your contact details

    Australian employer name and ABN

    Seconded employee name and Date of Birth

     

    This will allow us to identify and process the application on your behalf, or contact you if further information is required.

    Certificate of Coverage form

     

    Online services for agents and Business Portal

     

    Unable to edit the authorised contact details when trying to amend a previously submitted certificate of coverage request

     

     

    Updated – 24/05/2018

    Where this occurs, send an email to;

     

    SuperannuationBilateralAgreements@ato.gov.au  with the subject heading ‘CoC Request Authorised Contact Details’.

     

    Provide the following information in relation to the application you are trying to submit;

     

    your contact details

    receipt ID of the request you are trying to amend

    details of the authorised contact you are trying to add to your request

    We will contact you to assist

    Unable to open forms from ato.gov.au - for example, Objection form

     

     

     

     

     

     

     

     

     

     

    Updated – 13/09/2017

    Update to the latest PDF viewer version and/or;

    Follow prompts provided by browser to move past warning messages or to open in an alternate viewer or;

    Download the form directly and save to local laptop or desktop device in an appropriate folder. For these browsers;

    Firefox - Right click form link and select 'Save link as'

    Internet Explorer - Right click form link and select 'Save target as'

    Chrome - Right click form link and select 'Save link as'

    Continue for all browsers - Open file directly from saved file location (do not run/open from browser prompt)

    Click OK to close any Java script warning messages and open form.

     

    IOS devices will not support downloads containing Java script

    Certificate of Coverage form

     

    Online services for agents and Business Portal

     

     

    Unable to select Australia as the secondment address country for Greek self-employed requests.

     

    Updated – 19/07/2017

    Continue to Lodge the Certificate of Coverage form with Greece selected as the country code within the secondment address section. 

     

    There is no need for you to take any further action.

    Certificate of Coverage form

     

    Online services for agents and Business Portal

     

    Unable to attach documents

    file types must be .doc, .pdf, .gif, .jpg, or .png.

    other file type extensions such as .docx are not supported.

    up to 6 files, with a total size of 10MB.

     

    If you are unable to attach documents to your request, send an email with a subject heading ‘CoC Request Documents <insert reference number of application>’ to SuperannuationBilateralAgreements@ato.gov.au Include the document you want to attach which must be in an acceptable format. If you are attaching more than one document, include all reference numbers in the email subject heading.

    Unable to see the Early stage innovation companies report

     

     

     

     

     

     

     

     

     

    Updated - 02/12/19

    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:

     

    • under My Business select Access and permissions
    • select the user to be modified
    • select the Client tab
    • under ATO Transactions tick both the Prepare and Lodge check boxes next to Early stage innovation companies reporting form
    • save changes

     

    The Early stage innovation companies report is located under Client forms which are in the Lodgments drop down menu.

    General Purpose Financial Statements (GPFS)

     

    How to lodge

     

    Online Services for Agents and Business Portal

     

    Updated - 12/06/18

    The only method to lodge a GPFS is via the form link located under ‘Client forms’ which is in the Lodgments drop down menu in Online services for agents, or under ‘Online Forms’ in the Business Portal.

     

    If you are unable to access the link ensure that:

    • you have the correct permission in Access Manager to prepare and lodge a GPFS
    • your Administrator can grant you permission.
    • the ABN of the entity is valid and has not been cancelled 
     

    File failed to load error

     

    Business Portal

     

    When submitting a file to test or lodge, users may experience a ‘file failed to load’ error even though the file has been received by the ATO.

    Check the file status screen to check the file was successfully transmitted and received by the ATO. If the file has not been received, try uploading the file again.

    Email not delivered -Microsoft Office 365 user

    In some limited instances you may have an issue with new Microsoft Office 365 installations where some emails sent to an official and current ATO email address may not have been 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 impacting emails sent from your practice, it will require a correction to your Office 365 configuration (unfortunately there is nothing the ATO can do to fix this). Consult your software service provider or contact your software vendor for more information and guidance.

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    If you cannot find a reference for the system issue you are experiencing, Contact us.

    Last modified: 09 Dec 2019QC 41616