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  • Troubleshooting for online services – individuals

    Use this page to troubleshoot known systems issues affecting ATO online services for individuals, including linking issues, myTax and the ATO app.

    On this page:

    Linking your myGov account to the ATO

    If you're having trouble linking your myGov account to the ATO and receiving an error message, use the table below to troubleshoot the issue.

    See also:

    Table 1: Troubleshoot known issues you may receive when linking to the ATO

    Error message/Known issue

    What you can do

    Unable to complete link as details do not match customer record

    Check you’ve entered these details correctly:

    • The name we know you as – this will be on any letters we’ve sent to you recently.
    • Your name and date of birth in myGov are the same as ATO records (these details will only appear if you’re linked to either Medicare or Centrelink).

    If these details are:

     

    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 name (surname) and date of birth.                    
      • Check the name we know you as – this will be on any letters we’ve sent to you recently.
      • If your given name or family name (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 the information is entered in the correct format. Check the instructions or click on help for format advice.

    If you're unable to answer, you can select another Question specific to you. Question topics include:

    • BSB and account number for a bank account where you receive your income tax refund
    • BSB and account number for a bank account that has earned interest in the last two years
    • date of issue and reference number from a notice of assessment from the last five years
    • gross income from a PAYG payment summary or income statement from the last two years
    • your member number and Superfund ABN, you can find this on your superannuation account statement from the last five years or
    • investment reference number from a dividend statement from the last two years
    • taxable income from a Centrelink payment summary from the last two years.
     

    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.

    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 do not have enough information to answer the questions specific to you, you'll need to phone us on 13 28 61 to get a unique linking code and complete the process.

    Before you phone us, have your identification information ready, such as your TFN, driver's licence or Medicare card.

    Cannot find link

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

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

     

    Your myGov account needs to be linked to the ATO before you can access ATO online services. See Get started with myGov and ATO online services for instructions.

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

    • If 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, contact us.

    Using ATO online services

    Table 2: Troubleshoot known issues when using ATO online services

    Error message/known issue

    What you can do

    An error has occurred (001)

    If the problem persists, contact us.

    Your settings are blocking this page from loading (002)

    • Check your device to see if you have ad blocker, browser add-ons or anti-virus software installed, considering                  
      • ad blockers and other add-ons are often shown as icons near the address bar in browsers
      • updating settings for these products (refer to the software provider’s instructions) can allow our website to display (for example, whitelisting/adding an exception for the ato.gov.au domain).
       
    • Try using another browser or device.

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

    A system issue error message is displayed

    Examples include:

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

     

    If the problem persists, contact us.

    Using myTax

    Table 3: Troubleshoot known issues when using myTax

    Known issue

    What you can do

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

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

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

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

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

     

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

     

    Follow further on-screen instructions to start your return.

     

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

     

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

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

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

    If you:

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

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

    Using the ATO app

    Table 4: Troubleshoot known issues when using the ATO app

    Known issues

    What you can do

    This message 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 contact us to report the issue.

    myDeductions tool – trip recording on OPPO devices

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

    To resolve this issue:

    • On your device, select Settings > Battery > Energy Saver
    • Tap on ATO app
    • Turn off Background Freeze.

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

    Last modified: 23 Oct 2020QC 41368