• Troubleshooting for businesses and tax practitioners

    Tax Agent Portal Dashboard – updates on the availability and performance of the Tax Agent Portal.

    BAS Agent Portal DashboardExternal Link – updates on the availability and performance of the BAS Agent Portal.

    Superannuation DashboardExternal Link – updates on the availability and performance of the superannuation enabling services.

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

    Alerts

    Clearing cache may resolve some portal and web browser slowness and errors

    Click the link below for known system issues affecting:

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

    Portals

    Click the link below that matches your system issue:

    General

    Summary

    Action required

    Limited Registration Entity clients are unable to download a transaction list if using Safari browser

     

    HTML and CSV lists will not download

     

    Updated – 26/09/2017

    This is a known issue and is currently under investigation 

     

    We suggest using an alternative browser.

    Unable to complete or submit a Superannuation Guarantee Charge Statement on Business Portal when resuming an unfinished form

     

    'Technical difficulties' error message occurring when using 'Resume saved form' function

     

     

     

     

     

    Updated – 06/10/2017

    This is a known issue and is currently under investigation.  

    This is only affecting Business Portal users. To complete the Superannuation Guarantee Charge Statement, use;

     

    SGC statement and calculator toolThis link opens in a new window

     

    To lodge the PDF;

     

    • Attach in a new mail message via the business portal, or;
    • Post to ATO using address on the printed statement. 

     

    Unable to view or lodge activity statements

     

    When selecting an activity statement you may experience the following:

     

    • A message displays that ad blockers are detected or your browser is unsupported

     

    • Screen does not progress past the loading bar or

     

    • Screen displays portal banner and menu only, all else is blank

     

     

    Updated – 27/07/2017

    Recent updates to the Portals have in some cases been impacted by the end users native internet browser settings that impact Activity Statements.

     

    Ensure you are using the latest version of your browser.

     

    Portals are no longer supported by Microsoft Vista or Windows XP

     

    You may also need to update your Firefox or Chrome AUSkey browser extensionExternal Link

     

    You should also check your AUSkey compatibilityExternal Link

     

     

    If you use Internet Explorer update to IE11 and ensure ato.gov.au sites have been removed from 'Compatibility view'.

     

    How to remove ato.gov.au sites from compatibility view in IE11:

     

    • Open browser
    • Navigate to the top right corner and select the Tools (cog icon).
    • Select Compatibility View Settings from the menu
    • Identify ato.gov.au (or any other ATO sites listed), select it, and click 'Remove'.
    • Clear browser cache
    • Re-open and Login to Portal and access Activity Statements.

     

    Check for browser add-ons or ad blockers that may be blocking the activity statement function. These will need to be turned off or disabled.

     

    For the most common browsers :

     

    • Open the Menu or Tools from the Toolbar
    • Select Add-ons
    • Select Extensions
    • Search for content blockers and either disable or remove the add-on.

     

    Alternatively, you may be able to add an exception so the add-on doesn’t run when you access the portal.

     

    If you are still unable to resolve this issue, contact the ATO technical helpdesk on 1300 139 373.

    Portal and/or other web browser applications are slow or experiencing errors

     

    Maintenance page displaying after system maintenance is completed

     

    System error page displaying after system issue is resolved

    Clear your browser cache

    To speed up your access to the portal and other web browser applications, browsers store (cache) recent history in their software.

     

    It is a good idea to clear your internet browser cache at regular intervals to ensure current web pages are displayed and errors minimised.

     

    Internet Explorer

    Open Internet Explorer:

    • For Internet Explorer 8 – from the Tools menu , select Internet options    
      • Select Delete under the 'Browsing history' section    
        • Uncheck Preserve favourites website data at the top of this window
        • Choose the elements you want to clear, but ensure Temporary internet files and Website files are checked.
         
       
    • For Internet Explorer IE9+     
      • Select Tools from the left menu (if displayed) or select the Gear icon on the right toolbar
      • Select Internet options and then the General tab
      • Select Delete, located under the 'Browsing history' section
      • Uncheck Preserve favourites website data at the top of this window
      • Select the elements you want to clear, but ensure Temporary internet files and Website files are checked
      • Select Delete. Deleting files may take a while if you have a lot of files and history
      • Select Apply, then OK to close the window.
       

     

    Mozilla Firefox  

    • Select Open menu (the icon with three lines) at the top right of your browser.
    • Select History, then select Clear recent history.
    • Select the time range to clear from the drop-down menu.
    • Select the beginning of time to clear all of the cache.
    • Select Details to choose what history elements you want to clear.
    • Check Cache and Offline website data along with any other elements you want to clear.
    • Select Clear now.

     

    HTTP 404 Not Found error

     

    Users receive this message when trying to log into the portal, or submitting forms in the portal.

    Try an alternative browser. For example, Chrome or Firefox.

     

    For Chrome and Firefox you will need to install the Chrome and Firefox Extension by following these steps:

    • Go to the ABR websiteExternal Link:
    • Select Chrome and Firefox Browser Extension – go to Download AUSkey installer and follow the instructions
    • Close all your browsers then open Chrome, access the portal via the ato.gov.au website.

     

    If you continue to encounter this error call us for assistance on 1300 287 539.

    GST Calculation worksheet

    Business Portal

    Tax Agent Portal

     

    Print function not working

    The following options are available for printing:

    • Right click on the screen with your mouse and select Print from the pop up menu
    • Using the keyboard shortcut: Ctrl + P
    • Copy the data from the screen, paste it in to a Word document and then Print

     

    Notice of Assessment (NOA) not issued / Not viewable

     

    Refund has been received but NOA has not issued and is not viewable on Portal.

    Some notices of assessment (NOA) have not issued and are not viewable on the portal even though the refund has been received.

     

    This is a known issue and is under investigation and remediation.

     

    If a copy of the NOA is required, contact us on 13 72 86.

    No access to the portal

     

    Lost access to the portals could be from an error associated with connection to the portal.

    If you are affected by this problem, phone us on 1300 287 539 option 2

     

    If you receive the A899.01 Unknown Error, do the following:

    • note the time you received the error – we can then match this to our error logs on our systems
    • if you receive more than one error message, take a screen shot of each error message you receive.
    • Also note:   
      • what you were doing prior to receiving the error
      • the operating software you are using, for example Windows 7
      • the browser you are using, for example Internet Explorer 11
      • the type of connection to the internet you have, if it is – direct (for example ADSL model) or networked.
       
    • Once you have this information, phone us on 1300 287 539 option 2.

     

    Issues when generating pre-filling report, payment slip and printer friendly pages

     

    Users may receive a blank page or be looped back to the original page.

    This is caused by individual web browser or PDF settings.

     

    Back to top

    Logging in

    Summary

    Action required

    Mozilla Firefox

     

    Can’t login or authenticate OR Firefox upgrades early 2017

    You will need to download the relevant browser extensionExternal Link to use your AUSkey with Firefox in Windows and Mac.

     

    Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals)

    4305 Failed to Load Applet error

    This error could be caused by a Java plug in error.

     

    When attempting to activate/use an AUSkey, you may be prompted to enable Java. These prompts may appear in the address bar or elsewhere in the browser.

     

    Follow these troubleshooting tipsExternal Link or phone us on 1300 287 539 option 2.

    Access Manager Error

     

    'AMP081 – Your attempt to login to Access Manager has been unsuccessful. You must be an Access Administrator to use Access Manager'

    Under investigation

     

    If you experience this issue phone us on 1300 139 373 or email your Name and ABN to technical.help@ato.gov.au with the error message for instructions to resolve this issue.

    Java and browser updates

     

    If your Java software or browsers are not up to date you may have problems logging in.

    Ensure these are up to date. The current version of Java is Java 8, which was initially released in March last year.

     

    If you still experience difficulty connecting to the portal, you can phone us on 1300 287 539 option 2.

    Google Chrome

     

    Can’t log in or can’t authenticate

    You need to download the browser extension for AUSkeyExternal Link to use your AUSkey with Google Chrome in Windows and Mac.

     

    Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

    Login link doesn't work

     

    When clicking on the Login link to enter the portal sometimes the dynamic footer of the browser (invisible to users) covers the link and doesn't allow the mouse click to register.

    • Maximise your browser window and try again.
    • If this doesn't work click on the window once and then hold the control key down and use the scroll wheel on your mouse to roll the wheel to zoom out. An alternative is to hold the control key down and press the minus key to zoom out.

     

    This should remove the footer and allow access to the Login link.

    • Another approach for Internet Explorer 11 is to go to Compatibility view settings in the Tools menu and select Add. This will add the current website and automatically change the position of the footer to allow access to the link. 

     

    The login screen:

    • hangs
    • stays greyed out, or
    • a system error screen displays

     

    When logging in, the screen remains greyed out while loading and either fails to load and remains grey or results in the system error message 'An error has occurred while detecting your system configuration'.

     

    The user is prevented from logging in.

     

    This is a generic error that can have many causes.

    AUSkey holders

     

    Users are advised to try the following:

    • refresh the page (press F5 or right click with the mouse and select refresh)
    • close all browser windows and try again
    • restart the computer and try again
    • try another browser, for example if using Internet Explorer, try Chrome or vice versa
    • update Internet Explorer (IE) trusted sites   
      • Open IE
      • Select Tools > Internet options > Security > Trusted sites icon > click Sites button
      • Add these websites, including the asterisk (*)  
        • *.ato.gov.au
        • *.abr.gov.au
        • *.business.gov.au
         
       
    • disable any of the following plug-ins (DivX, AVG Security toolbar, Skype). Contact 1300 287 539 for further assistance
    • ensure Internet Explorer is opening in 32 bit mode (not 64 bit mode).

     

    AVG anti-virus users unable to log in

     

    Some AVG anti-virus users are getting a system error message during the authentication process while logging into the portals.

    There are three possible workarounds for this error:

    • disable Link Scanner option in AVG
    • in Internet Explorer disable the AVG add-on
    • pressing F5 during the authentication screen while it is greyed out and before the error occurs.

     

    Disabling the Link Scanner option in AVG is the preferred option.

    The login screen displays 'an error has occurred with a result code 4402' (Safari 6.1 and 7)

    AUSkey holders

    • Attempt to log in and then manually update Safari preferences:     
      • open Safari Preferences
      • select Security
      • select Manage website settings
      • select Java on the left
      • click the drop down list next to authentication.business.gov.au and select Always allow
      • click the list again and select Run in unsafe mode (Note: This will not make the computer unsafe as the setting only controls access to the government website)
      • click Trust on the message that pops up
      • click Done and go back to the portal welcome page and attempt to log in again.
       
    • An alternative solution is to use the Chrome browser.

     

    'Software download required' message when logging in using Internet Explorer version 11 (IE11)

     

    Users are receiving this message even though they have already installed the AUSkey software.

     

    The user is prevented from logging in.

    AUSkey holders

     

    IE11 appears to block AUSkey software by default. Users are advised to try the following:

    • update browser settings:   
      • select the Tool icon at the top right of the browser
      • click compatibility mode
      • add business.gov.au to the list.
       
    • refresh the screen
    • use alternate browser such as Chrome
    • uninstall and reinstall the AUSkey software.

     

    Alternatively, Business Portal users can use Manage ABN Connections to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

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    Activity statements

    Summary

    Action required

    PAYGI (rate) is not displaying on pdf and print friendly versions of quarter one activity statements

     

    Users may not see PAYGI rate on PDF and print friendly versions of quarter one activity statements.

     

     

     

     

     

    Updated – 16/10/2017

    This is a known issue and is currently under investigation.  

     

    This is affecting only quarter one activity statements. If you experience this issue;

    • Click 'Edit' on PAYG Instalment
    • Select the 'Rate' option
    • Insert a '0' at T1
    • Press 'Save and Continue'
    • Select either PDF or Print friendly version and to display the rate  
    • Return to T1 and insert the correct PAYG instalment income
     

    Payment Reference Number displayed in Portal is different on the printed payment statement

     

     

     

     

     

    Updated – 06/10/2017

    This is a known issue and is currently under investigation.  

     

    If you experience this issue, print from the lodged activity statement as the preferred option and not from the confirmation screen.

     

    Payments made using the Payment Reference Number from the lodged activity statement or the confirmation screen will be allocated to the correct account.

    'Save as' functionality for Activity Statements is changing

     

    The saved copy of the activity statement is not readable

     

     

     

     

     

     

    Updated – 18/09/2017

    To save an activity statement with the formatting preserved;

     

    • Select the 'Print friendly version' button
    • Select the 'Print' button
    • In the print window box, select the option to save to PDF or 'Microsoft XPS Document Writer' following the prompts to save

     

    If you are still unable to save the activity statement in a readable format, contact our technical helpdesk on 1300 139 373.

    GST labels are not displaying on the print friendly version of the Business Activity Statement

     

    This is only for Business Activity Statements for periods prior to 1 July 2017

     

     

     

    Updated – 12/09/2017

    This is a known issue and is currently under investigation.

     

    This is affecting Agents and/or clients. To ensure this error does not occur;  

     

    • choose GST reporting method option 1 or 2 prior to selecting the print friendly version button.

     

    'No ektron data found' error message when attempting to access activity statements for Portal users

     

     

     

     

     

     

     

    Updated – 30/08/2017

    This is a known issue and is currently under investigation.

     

    Use an alternative lodgment channel;

    • SBR
    • ELS
    • Lodge via Paper

    If you are still unable to lodge, contact;

    • for Tax Agents – 13 72 86 FKC 1 3 1 1
    • all other business portal users – 13 28 66 option 3 4

     

    Error message occurring if there is no figure input into W1 & W2 PAYGW fields

     

    Unable to leave W1 & W2 PAYGW labels blank which will result in 'This is a required field' error message

     

    Updated – 10/08/2017

    This is a current system requirement. It is being reviewed to improve online experiences for tax professionals.

     

    To ensure that you do not receive this error message key a 0 or the correct PAYGW figure at W1 & W2. 

    PAYGW labels not saving “0” on Activity Statements

     

    When inputting “0” at PAYGW labels and saving and exit the form but not lodging; the next time the form is opened “0” will be removed.

     

    Updated – 08/08/2017

    This is a known issue and is currently under investigation.

     

    This is impacting activity statements with all amounts entered as “0” at PAYGW labels. The workaround for this is to key the "0" at PAYGW labels prior to lodging. 

    PAYGI Label T9 is non-editable

     

    This field will auto-populate with an estimate of tax payable for the period based on the notional tax and the amounts at T7 and T8.

     

     

     

    Updated – 21/07/2017

    If the auto-calculated amount at T9 is different from the actual amount payable, a message will display after you submit/lodge. Review and submit/lodge again.

     

    If you are still unable to resolve this issue, contact;

    • for Tax Agents – 13 72 86 FKC 3 3
    • all other business portal users – 13 28 66 option 3 2

     

    Unable to view or lodge activity statements

     

    When selecting an activity statement you may experience the following:

     

    • A message displays that ad blockers are detected or your browser is unsupported

     

    • Screen does not progress past the loading bar or

     

    • Screen displays portal banner and menu only, all else is blank

     

     

    Updated – 27/07/2017

    Recent updates to the Portals have in some cases been impacted by the end users native internet browser settings that impact Activity Statements.

     

    Ensure you are using the latest version of your browser.

     

    Portals are no longer supported by Microsoft Vista or Windows XP

     

    You may also need to update your Firefox or Chrome AUSkey browser extensionExternal Link

     

    You should also check your AUSkey compatibilityExternal Link

     

     

    If you use Internet Explorer update to IE11 and ensure ato.gov.au sites have been removed from 'Compatibility view'.

     

    How to remove ato.gov.au sites from compatibility view in IE11:

     

    • Open browser
    • Navigate to the top right corner and select the Tools (cog icon).
    • Select Compatibility View Settings from the menu
    • Identify ato.gov.au (or any other ATO sites listed), select it, and click 'Remove'.
    • Clear browser cache
    • Re-open and Login to Portal and access Activity Statements.

     

    Check for browser add-ons or ad blockers that may be blocking the activity statement function. These will need to be turned off or disabled.

     

    For the most common browsers :

     

    • Open the Menu or Tools from the Toolbar
    • Select Add-ons
    • Select Extensions
    • Search for content blockers and either disable or remove the add-on.

     

    Alternatively, you may be able to add an exception so the add-on doesn’t run when you access the portal.

     

    If you are still unable to resolve this issue, contact the ATO technical helpdesk on 1300 139 373.

    Change in 'Submit' buttons

     

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

    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.

    Concessional date not applied to finalised 2016 GST Return (GSTR) and GST Annual (GSTA)

     

    In limited circumstances the 15 May 2017 concessional due date is not being applied to finalised 2016 GSTR and GSTA

     

    Updated – 21/09/2017

    This is a known issue and is currently under investigation.  

     

    • If one of your clients has this issue call us for assistance on 13 72 86 FKC 1 3 2

     

    Back to top

    Client communication list (CCL)

    Summary

    Action required

    Unable to access or view communications of clients with a cancelled ABN

     

    A small number of agents may receive '403 – Forbidden: Access is denied' error message when trying to access or view attachments or previous documents of a client with a cancelled ABN.

     

     

    Updated – 25/07/2017

    This is a known issue and is under investigation.

    Download List

     

    The ‘download list’ button does not open or save a list.

    This is a known issue and is under investigation.

    CCL and Internet Explorer 9 (IE9)

     

    Some agents are unable to open the CCL when using IE9

    Update your Internet Explorer browser to a later version or use an alternative browser such as Chrome.

    Calendar date picker

     

    The ‘Choose date’ calendar function does not allow you to select valid dates.

    You will need to manually key in the date in the ‘From’ or ‘To’ field in the DD/MM/YYYY format.

    HTML and PDF format

     

    Some communications in the Client communication list displays as HTML format, while most is in PDF format.

    HTML correspondence items currently relate to Activity Statement notifications from MyGov.

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    Client details

    Summary

    Action required

    Client directory search – not showing inactive, cancelled and no role-active clients

     

    A small number of users cannot see their non-active clients via the ‘client directory’ screen in the Tax agent portal

     

    Updated – 16/10/2017

    To view all clients; 

    • Generate a client list in ELS or PLS and identify Inactive, Cancelled or No role-active clients;
    • Delete or choose to retain these clients (this can be completed via your software if the functionality is enabled)
    • Generate the client list which will show all clients 
     

    ASIC Registered Business Address

    Registered business (Registered office) addresses are no longer maintained by the ATO.

    • ASIC maintains the Registered business address.
    • ASIC updates not shared with the ATO.
    • Historical details held by the ATO are not updated. 

     

    Incorrect Spouse details displaying on Portal

    Historic spouse details may still display via portals due to how this information was previously captured by ATO systems. This historic data is not utilised by ATO systems. New/Correct spouse details if advised will not be displayed via the portals.

    Unable to update or add client contact details.

     

    Some agents may experience issues when attempting to update or add client contact details via the Tax Agent Portal.

    Users are advised to contact us if they experience issues when attempting to update contact details for their clients via the portals.

    Clients' details may not be current

     

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

    Functions that are affected by these delays include:

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

     

    Details displayed on the portals 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.

    Updating Client Addresses

     

    Tax Bonus Payment role

    You cannot update the Tax Bonus Payment role. If Select all is chosen you need to deselect the Tax Bonus Payment role before you can update the other addresses.

    Portal showing incorrect status of 'not lodged' for recently registered clients

     

    The portal is showing recently registered clients as not having lodged tax returns for financial years prior to the year they registered.

    This is a known issue and no action is required.

     

    You do not need to enter a return not necessary (RNN) for years prior to the client's registration. Our processing system is accurately showing that these returns are not necessary and no lodgment demand letter will be issued.

     

    The 85% on-time lodgment requirement is calculated on the current year’s return and therefore there is no impact on the performance calculation.

     

    You can check your list of expected lodgments using the Due lodgment report available through ELS, which provides a list of all clients with an expected lodgment. RNN and further return not necessary (FRNN) clients will not appear on the ELS Due lodgment report.

    ATO is contacting me for clients I removed from my client list

    This can occur when you have removed a client from your client list using the Tax Agent Portal but your registered agent number is still attached to one of the client’s accounts.

     

    You can check which of your client's accounts are linked to you in the portal:

    • from the portal home page enter the client's TFN/ABN.
    • under Select the client view choose Authorisation summary
    • click Search
    • The authorisation summary list will appear.
    • To remove your details from your client's accounts    
      • click the Select all on this page button
      • then click the Remove client button.
      • the Authorisation – confirm postal address screen will be displayed.
      • update your client's postal address to ensure you no longer receive their mail by selecting one of the following options for each role:  
        • Correct – if your client's postal address is to remain the same
        • Unknown – if you don't know your client's postal address
        • Update – to provide your client's last known postal address.
         
       

     

    Back to top

    File transfer

    Summary

    Action required

    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.

    Unable to submit a file

     

    When submitting a file to test or lodge, some users may experience an on-screen message displaying '0% upload'; with a message ‘Opening ATO Portal Takeon' – do you want to open or save this file’ even though the file has been received by the ATO.

    The message is related to your browser.

     

    Go to the File status screen to check that the file was successfully transmitted.

     

    If the file status shows that the lodgment or test was not successful, select the link to download the validation report to view any errors or warnings that need to be corrected.

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    Forms

    Summary

    Action required

    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

    Early stage innovation companies report (ESIC) 

     

    Tax Agent Portal and Business Portal

     

    You receive error message when lodging or saving the Early stage innovation companies report in Tax Agent or Business Portals

     

    Updated – 01/08/2017

    Do not cut and paste content from other sources as this will result in an error. Enter details directly into the ESIC report.

     

    The Early stage innovation companies report is located under Client forms in the Tax Agent portal. For the Business Portal it is located under Online forms.

    Early stage innovation companies report (ESIC) 

    Tax Agent Portal

     

    Unable to see the Early stage innovation companies report in Tax Agent Portal

    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 in the Tax Agent portal.

    Certificate of Coverage form

     

    Tax Agent Portal

     

    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

     

    Tax Agent Portal

     

    Business Portal

     

    Error message when the secondment end date has passed.

    Continue to Lodge the Certificate of Coverage form with the current date in the secondment end date field.

     

    When submitted, send an email with a subject heading ‘Secondment end date has passed’ to SuperannuationBilateralAgreements@ato.gov.au

     

    Include the reference number and the correct secondment end date in your email.

    Certificate of Coverage form

     

    Tax Agent Portal

     

    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.

    Superannuation Guarantee Charge Statement

     

    Business Portal

     

    The limit to the date of birth year dropdown box does not go above 80 years old in the employee details section.

    If you require an earlier year which is not available, select the oldest year and continue preparing the form.

    Employee Share Scheme (ESS) Annual Report

     

    Tax Agent Portal

     

    Unable to locate the form

    The form can be used to submit an ESS report for no more than 50 employees. 

     

    In order to access the form, the user must ensure the client has been added to their client list for the 'Income Tax' role. 

     

    Users must have the correct permissions set by their Administrator in Access Manager to view and lodge the form.

     

    To set required permissions in Access Manager:

    • Under ‘My Business’, select ‘Access and permissions’
    • Select the user to be modified
    • Select ‘Client’ tab
    • Under ‘ATO Transactions’, tick both the ‘Prepare’ and ‘Lodge’ check boxes next to ‘Employee Share Scheme Annual Report’
    • Under ‘Administration’, tick the ‘View and action own mail’ check box

     

    To locate the form:

    • Select a client
    • Click on ‘Client Forms’ from the left hand menu
    • Choose ‘Employee Share Scheme Annual Report’ 

     

    Employee Share Scheme (ESS) Annual Report

     

    Business Portal

     

    Tax Agent Portal

     

    The form is not loading/working correctly when using Internet Explorer or Chrome.

    Issue may be related to your browser.

     

    Use an alternative browser such as Chrome.

    Employee Share Scheme (ESS) Annual Report

     

    Business Portal

     

    Tax Agent Portal

     

    The input data isn’t saving when using the options to ‘Save’ or ‘Save & Continue’.

    Use the ‘Save & Exit’ button to save your input data to a server. This appears periodically throughout the form completion process.

    Employee Share Scheme (ESS) Annual Report

     

    Business Portal

     

    Tax Agent Portal

     

    Unable to print a form summary.

    The form summary can be printed once the form has been submitted.

    Employee Share Scheme (ESS) Annual Report

     

    Business Portal

     

    Tax Agent Portal

     

    Input data is lost although the data is being saved (using ‘Save & Exit’) on one day and the draft form resumed on a different day.

    Under investigation

    Employee Share Scheme (ESS) Annual Report

     

    Business Portal

     

    Tax Agent Portal

     

    Unable to add more than one scheme per employee

    Under investigation

    Employee Share Scheme (ESS) Annual Report

     

    Business Portal

     

    Tax Agent Portal

     

    The ‘Plan date’ is showing as a mandatory field for ‘Startup schemes’

    Under investigation

     

    No plan date is required for Startup schemes.

     

    Use the ‘Acquisition Date’ in this field until a fix is deployed.

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    Lodgment status/RNN-FRNN

    Summary

    Action required

    Portal may be displaying an incorrect status of ‘not lodged’ for a subsidiary member of a consolidated group when the subsidiary is not required to be lodged

    This is a known issue and no action is required.

     

    Our processing system is accurately showing that this return is not necessary and no lodgment demand letter will be issued.

     

    Do not attempt to lodge a return not necessary for a subsidiary as an error message will be received.

     

    The 85% on-time lodgment requirement is calculated on returns that are expected to be lodged and therefore subsidiary members with no return necessary will not impact your lodgment performance calculation.

     

    You can check your list of expected lodgments using the 'due lodgment report' available through ELS, which provides a list of all clients with an expected lodgment. Subsidiary members of a consolidated group will not appear on the ELS 'due lodgment report'.

    Portal may be displaying an incorrect status of ‘not lodged’ for some income tax years when there is backdating of further return not necessary (FRNN) for multiple years

     

    The issue has been identified to occur when there is backdating of FRNN for multiple years. The FRNN is displayed for the first year of the non-reporting period and the current year the form was ‘received' in.

    For example:

    1. Outstanding lodgment for 2009, 2010, 2011 and 2012.
    2. In May 2012 the agent requests an FRNN from 2009 or 30 June 2009.
    3. Portal shows 2009 and 2013 years as lodgment 'not necessary'
    4. Portal shows ‘Not lodged’ for 2010, 2011, 2012. This is incorrect.

     

    Note: ATO internal systems 'end dates' the income tax role from 30 June 2009 and does not expect any further lodgments post 30 June 2009.

    GAP years for FRNN lodged for multiple years post commencement date of a non-reporting obligation have the correct lodgment status of 'no expected lodgment required' in ATO systems.

     

    Do not attempt to lodge a return not necessary.

     

    Refer to ELS Due lodgment report to identify clients that have lodgment obligations.

     

    The incorrect lodgment status displayed via the portal does not impact the agent's 85% performance benchmark relating to 'on-time lodgment requirement'.

    Portal showing incorrect status of 'not lodged' for recently registered clients

     

    The portal is showing recently registered clients as not having lodged tax returns for financial years prior to the year they registered.

    This is a known issue and no action is required.

     

    You do not need to enter an RNN for years prior to the client's registration. Our processing system is accurately showing that these returns are not necessary and no lodgment demand letter will be issued.

     

    The 85% on-time lodgment requirement is calculated on the current year’s return and therefore there is no impact on the performance calculation.

     

    You can check your list of expected lodgments using the Due lodgment report available through ELS, which provides a list of all clients with an expected lodgment. RNN and FRNN clients will not appear on the ELS Due lodgment report.

    Unable to lodge return not necessary (RNN) or further return not necessary (FRNN)

     

    Some agents are receiving a system error message telling them to 'Contact the ATO' when attempting to submit a RNN or a FRNN.

    This is a known issue and no action is required if the following situations apply to your client:

    • Clients who recently registered for a TFN or ABN have a 'not lodged' status for income tax years prior to their registration. The portal is not able to accept RNNs for these years as they pre-date the clients' income tax registration. You do not need to lodge a RNN for income years prior to the year of registration. No action is required.
    • Clients who are a minor beneficiary member will have a ‘not lodged’ status on the portal, even though a return is not necessary. Our processing system is accurately showing that this return is not necessary and no lodgment demand letter will be issued. This will not impact your on-time lodgment performance.
    • If your client is a Centrelink recipient, we may have determined that a return is not necessary for the year, and input a RNN on your behalf.
    • Your client may have failed the business rules related to completing an RNN or FRNN in portal. This is the case when the ATO has demanded lodgment of the year in question or the client has a child support obligation. The client will need to contact the ATO directly.

     

    You can check your list of expected lodgments using the ELS Due lodgment report which provides a list of all clients with an expected lodgment. RNN and FRNN clients will not appear on the ELS Due lodgment report.

    Incorrect year of commencement for lodged further return not necessary (FRNN)

     

    If you lodged an FRNN for the 2011–12 financial year onwards on or after 1 July 2012, the FRNN is incorrectly commencing from the 2012–13 year. The lodgment status for that client for the 2011–12 year is showing as 'unlodged'.

    This is a known issue, and we will input an RNN for your client to correct the income tax return lodgment for the 2011–12 year. Alternatively, you can lodge an RNN for the 2011–12 financial year, and an FRNN for the 2012–13 year onwards.

     

    Further investigation is underway and the year of commencement of the FRNN will be corrected accordingly.

     

    This issue does not occur when you lodge an FRNN using the portal.

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    Mail

    Summary

    Action required

    Secure messaging reminder emails

     

    Alert email is currently working intermittently

    Each time we send a secure message to your portal mailbox, we also send an email to alert you that a secure message is sent.

     

    The alert email is currently working intermittently. We are investigating the cause of this issue.

     

    Ensure you check your portal mailbox regularly for any secure messages from us.

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    Payment slips and registering

    Summary

    Action required

    Issues when generating pre-filling report, payment slip and printer friendly pages

     

    Users may receive a blank page and or be looped back to the original page.

    This is caused by individual web browser or PDF settings.

    • Seek assistance from your IT provider.
    • Download the HTML version of the report for pre-filling.
    • Refer to the Browser settings for viewing and printing on how to update your settings. 

     

    Incorrect payment slip

     

    The payment slip is displaying a previously accessed client’s details instead of the current client (including the name and client identifier).

    This issue is caused by an Internet Explorer setting.

    • Go to the Tools menu then select Internet options and under the Temporary internet files section press the Settings button.
    • Check for newer versions of stored pages should be ticked as Every visit to the page.

     

    Difficulties registering for GST and pay as you go withholding (PAYGW)

     

    Some agents are receiving an intermittent error when attempting to register a client for GST and PAYGW.

    Problem occurs when the client's email address is missing from the client contact screen.

     

    Agents will need to enter and confirm the client's email address before commencing the registration process.

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    Reports

    Summary

    Action required

    Family trust elections (FTE) and Interposed entity elections (IEE) report

     

    The FTE/IEE report is not being updated.

    Under investigation

     

    Not all FTE/IEE elections or revocations are displaying correctly on the FTE/IEE report

     

    While we investigate, you should continue to lodge these forms. When processing commences, the report will update with all lodgments received.

     

    If you need to confirm the FTE/IEE request has been received contact 13 72 86 FKC 2 1 3

    Client running balance report – sort function

     

    Client name sort function not working

    This is a known issue to be fixed at a future date.

     

    Sort by TFN only available.

    Portal reports not displaying – open behind main browser screen

     

    In certain circumstances reports are not displaying on 'in focus' window.

    In certain versions of Internet Explorer (8–11) requested reports are generating in a window behind the portal main screen. It may appear that the report has not generated.

     

    Check for other open windows and bring the report window in to focus.

    Standard AUSkey holders unable to open pre-generated reports

     

    This may be caused by clients remaining as ‘restricted clients’ in Access Manager when they are no longer on the practice client list.

    An administrator AUSkey holder will be required to remove clients from within ‘Restricted Clients’ in Access Manager if they have been removed from the practice client list.

    Issues when generating pre-filling report, payment slips and printer friendly pages

     

    Users may receive a blank page or be looped back to the original page.

    This is caused by individual web browser or PDF settings.

     

    Seek assistance from your IT provider.

     

    Download the HTML version of the report for pre-filling.

     

    Refer to the Browser settings for viewing and printing on how to update your settings.

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    Tax Returns

    Summary

    Action required

    Incorrect 31 October lodgment due dates on the portal

     

    Some of your clients’ 2016 tax returns may be showing an incorrect 31 October lodgment due date on the Tax Agent Portal.

     

    The issue is affecting a small number of your clients and we are working to resolve the issue as soon as possible.

    Whilst we recognise this may cause confusion for your affected clients there is no need to request a lodgment deferral.

     

    To confirm your clients’ lodgment due date information in relation to the Lodgment program is available on our website Due dates page.

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    Practitioner Lodgment Service (PLS) / Standard Business Reporting (SBR)

    Summary

    Action required

    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

    Electronic lodgment service (ELS)

    Click the link below that matches your system issue:

    General

    Summary

    Action required

    Some returns lodged show data missing in their accompanying International dealing schedules

    No action required.

     

    All accounts impacted by this issue will be automatically corrected and the incorrectly imposed general interest charge (GIC) will be remitted accordingly.

    ELS and Windows 8 and 10 connectivity issue

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

     

    If you intend to use Windows 8 or Windows 10 for ELS lodgments contact your ELS software provider for advice. The Cisco AnyConnect product superseded VPN Client and is supported for Windows 8 and 10.

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    Forms

    Summary

    Action required

    Some PAYG instalment status letters are not issuing to the preferred address selected on the Correspondence Preference (CP) form

     

    Our system is not recognising specific correspondence preferences you may have selected for activity statement related mail, using the electronic lodgment service (ELS) CP form.

     

    This issue only affects pay as you go (PAYG) instalment status letters, including:

    • welcome letters
    • exit letters
    • rate variation letters.

     

    These letters are currently issuing to the postal address recorded on your client’s activity statement account.

     

    All other correspondence, including activity statements, are issuing to the selected correspondence preference.

    Users are advised to contact us to update their correspondence preference for PAYGI.

    Selected PAYGI correspondence preference (CP) not functional

     

    The correspondence preference is experiencing errors and updates are not being recognised by our system.

    Users are advised to contact us to update their correspondence preference for PAYGI.

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    Reports

    Summary

    Action required

    ELS lodgment report number differs from the lodgment program performance summary

    This may be due to further returns not necessary (FRNN).

     

    Lodgment of a FRNN does not remove the client from your client list. FRNNs are not shown on the ELS reports as an expected lodgment, however they are included in the 85% on-time lodgment calculation for the year they are lodged.

    ELS and Windows 8 connectivity issue

    Old version of Cisco VPN Client does not support Windows 8.

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    AUSkey

    Summary

    Action required

    'Continue' button may not appear on Portal Login screen for some users

     

     

     

     

     

     

    Updated – 24/08/2017

    This is a known issue that may affect some Portal users.

      

    To display the 'continue' button;

    • deselect your credential - select the field 'Please select a credential from the list'
    • select your credential again and the continue button should appear.

     

    If this does not resolve the issue refer to Technical HelpdeskExternal Link

    Google Chrome

     

    Can’t log in or can’t authenticate

    You need to download the browser extension for AUSkeyExternal Link to use your AUSkey with Google Chrome in Windows and Mac.

     

    Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

    Mozilla Firefox

     

    Can’t login or authenticate OR Firefox upgrades early 2017

    You will need to download the relevant browser extensionExternal Link to use your AUSkey with Firefox in Windows and Mac.

     

    Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals)

    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

     

    Option 4 Business Portal users can use Manage ABN Connections to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

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    Departing Australia Superannuation Payment (DASP) online application system

    Summary

    Action required

    Google Chrome

     

    Can’t log in or can’t authenticate

    You need to download the browser extension for AUSkeyExternal Link to use your AUSkey with Google Chrome in Windows and Mac.

     

    Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

    Mozilla Firefox

     

    Can’t login or authenticate OR Firefox upgrades early 2017

    You will need to download the relevant browser extensionExternal Link to use your AUSkey with Firefox in Windows and Mac.

     

    Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals)

    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)

    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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    Data Transfer Facility

    Summary

    Action required

    No current issues

     

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    Other

    Summary

    Action required

    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.

    Last modified: 16 Oct 2017QC 41616