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  • Troubleshooting for individuals

    You can use this page to troubleshoot known systems issues affecting ATO online services for individuals, including myTax and other related services.

    On this page:

    Linking the ATO to your myGov account

    Table 1: Troubleshoot error messages you may receive when linking to myGov

    Error message

    What you can do

    Unable to verify

    This means the information provided does not match ATO records.

    Check you’ve entered these details correctly:

    • TFN – there should be no spaces
    • Your given name, family/surname and date of birth
      • Check the name by which you’re known to us. This will be on any letters we’ve sent to you recently.
      • If your given name or family/surname is longer than 40 characters, enter only the first 40 characters.
      • If you’re known by only one name, leave the given name field blank and enter your name in the family/surname field.

     

    Two attempts remaining / one attempt remaining

    Check you’ve entered your details correctly by following the advice in Unable to verify above.

    For questions specific to you:

    • Ensure this information is entered in the correct format. Check the instructions or click on help for format advice.
    • Alternatively, you can select another ‘Question specific to you’.

     

    Linking lockout

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

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

    You can try again to link us to your myGov account after the one-hour lockout has expired.

    Unable to complete link as myGov name and date of birth does not match customer record

    First, check you’ve entered these details correctly:

    • The name by which we know you – this will be on any letters we’ve sent to you recently.
    • Your myGov personal details (name and date of birth) at the top right side of the myGov homepage. Note: these details will only appear if you’re linked to either Medicare or Centrelink. If these details are correct and the error is still occurring, you need to contact us to confirm your details. If these details are not correct, you’ll need to contact either Centrelink or MedicareExternal Link to update them.

     

    Ineligible to link

    We don’t have the information needed to confirm your identity. This may be because you’re a first-time or infrequent lodger.

    If you get this error message you’ll need to contact us for help with linking.

    The following error message appears when attempting to navigate from myGov to ATO online: 'Cannot find link'

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

    Return to the myGov Services page and check the ATO link status.

    If the ATO is not shown as linked, press the green link icon to begin the linking process.

    If the ATO is shown as linked, you'll need to click on the red unlink icon. Once you've received confirmation that the ATO has been unlinked, you should click the green link icon to re-link to us.

    If you are still experiencing issues, phone us.

    Accessing ATO online services

    Table 2: Troubleshoot known issues when using ATO online services

    Known issues

    What you can do

    The screen is blank or fails to load when navigating from myGov to ATO online services

    If you are using ad blocker software, make sure this is 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.

    Try using a different device. Some users have reported success on a different device.

    Try using another browser. Some users have reported using Mozilla Firefox or Google Chrome has resolved their issue.

    If you have disabled ad blocker software, tried another device and browser and are still experiencing issues, phone us.

    The following error message appears when attempting to access ATO online services: ‘This site is currently experiencing some technical difficulties’

    This may happen when a large number of users access our online services simultaneously.

    Try using a different device. Some users have reported success on a different device.

    Try again later, or try using another browser. Some users have reported using Mozilla Firefox or Google Chrome has resolved their issue.

    If you have tried another device and browser and are still experiencing issues, phone us.

    A system issue error message is displayed

    Examples include:

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

     

     

    • Close all your browser windows; then
    • Open a new browser window; then
    • Go to myGovExternal Link and try again

    If the error persists, try clearing the cache in your browser using this method:

    • Go to the help function/menu in your browser
    • Search using the term ‘clear cache’
    • Follow the instructions
    • Return to myGovExternal Link and try again.

    Try using another browser. Some users have reported using Mozilla Firefox or Google Chrome has resolved their issue.

    If you are still experiencing issues, phone us.

    Using myTax

    myTax 2017

    Table 3: Troubleshoot known issues when using myTax 2017

    Known issue

    What you can do

    When starting your tax return, the message 'Retrieving your prefill details' is displayed but no progress is made

    This may happen when a large number of users access our online services simultaneously.

    Navigate back to the home page and try again.

    There is no ‘Lodge’ button or link on the ATO online home page

    The ‘Lodge’ button or link will not appear in the following circumstances:

    • If you indicated that your last lodged tax return was your final return, or
    • You lodged a non-lodgment advice for 2017.

    You will not be able to access myTax17 via the ATO online home page.

    Navigate to the ‘Income tax' page by following these steps:

    • Select the ‘Tax’ tab on the ATO online home page
    • Then select ‘Income tax’ followed by ‘Lodge return’.

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

    If you previously lodged a non-lodgment advice for 2017, select the 'History' tab on the 'Income tax' page.

    In either case a 2017 tax return link should appear. Follow further on-screen instructions to start your 2017 return.

    Note: The word 'Lodge' will not appear on the page.

    Screen goes blank when you try to print your lodged tax return

    Try the following:

    • Log out of myGov
    • Clear the cache in the browser
    • Close all browser windows
    • Open a new browser window and try again (log back into myGov and access myTax).

    If this does not work, you should try a different browser (eg Mozilla Firefox or Google Chrome). You may need to repeat the above steps using the new browser.

    myTax 2016

    Table 4: Troubleshoot known issues when using myTax 2016

    Known issue

    What you can do

    When starting your tax return, the message 'Retrieving your prefill details' is displayed but no progress is made

    This may happen when a large number of users access our online services simultaneously.

    Navigate back to the home page and try again.

    There is no ‘Lodge’ button or link on the ATO Online home page

    The ‘Lodge’ button or link will not appear if you have previously indicated that your last lodged tax return was your final return.

    You will not be able to access myTax16 via the ATO online home page.

    Navigate to the ‘Income tax – not lodged’ page by following these steps:

    • Select the ‘Tax’ tab on the ATO online home page, then
    • Select ‘Income tax’ followed by ‘Lodge return’. A 2016 tax return link will be on this page
    • Follow the on-screen instructions to start your 2016 return.

    Note: The word 'Lodge' will not appear on the page.

    Compatibility issues with certain mobile devices

    Certain mobile devices (eg Windows Mobile 8+) may render poorly when using some of the integrated tools (eg the Depreciation and capital allowances tool).

    Save and exit your myTax return and resume on another device if available.

    This issue cannot be resolved; it is a compatibility issue with certain devices.

    Screen goes blank when you try to print your lodged tax return

    Try the following:

    • Log out of myGov
    • Clear the cache in the browser
    • Close all browser windows
    • Open a new browser window and try again (log back into myGov and access myTax).

    If this does not work, you should try a different browser (eg Mozilla Firefox or Google Chrome). You may need to repeat the above steps using the new browser.

    myTax 2015

    There are currently no known issues with myTax 2015.

    myTax 2014

    Table 5: Troubleshoot known issues when using myTax 2014

    Known issues

    What you can do

    This message appears: ‘You are not eligible to use this service’

    This message will display if you have pre-fill information for fields that are not catered for in myTax14. This might include:

    • Business income or personal services income
    • Super income streams
    • Lump sum payments
    • Employment termination payments.

    The types of data that make you ineligible to use myTax14 are outlined in the myTax eligibility checklist.

    If you're not eligible to use this service, you can complete a paper tax return or use a registered tax agent.

    If you started your myTax14 return previously and get this message when you attempt to resume your return, it's likely to be because data reported and available for pre-filling was not available when you started.

    If you're sure you're eligible to use myTax14 and hadn't previously started your myTax return, phone us.

    Save and resume function not working

    This issue occurs when you have saved and attempted to resume your myTax14 return, but your information has not been saved.

    The save and resume option in myTax14 saves the tax return to your local device storage (browser storage). This saved return will be available for 28 days as long as you don't clear your cache or use private browser mode.

    Otherwise, you should start your return again as it is unlikely the return you saved can be reinstated.

    A private health insurance error message appears on the Medicare screen

    You may get this error message if you have not selected the relevant tax claim code for your private health insurance policy details.

    Select the ‘pen’ icon to edit your tax claim code selection. Tax claim code details will appear in full and you will be able to select the relevant one.

    There is a help file with instructions for selecting the relevant tax claim code – see the link below the Private health insurance heading.

    Using the ATO app

    Table 6: Troubleshoot known issues when using the ATO app

    Known issues

    What you can do

    This message appears: ‘Unable to upload your records’

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

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

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

    myDeductions tool: trip recording on Oppo devices

    For some Oppo users, the app stops responding when attempting to save a trip. This occurs across all trip recording options ie. GPS, Odometer and Point to point.

    This issue is currently being investigated.

    At this point there is no workaround.

    Last modified: 21 Jun 2018QC 41368