Summary
|
Action required
|
COVID-19 JobKeeper
Step 2 Identify Eligible Employees page - Hitting the Enter key after changing the number of employees pre-filled in the Fortnight 1 field takes you to the Business Monthly Declaration
Updated – 04/05/2020
|
When completing the Identify Eligible Employees page that has been prefilled with Single Touch Payroll data, if you change the numbers of employees at Fortnight 1 for the month of April and then hit the Enter key, you will be taken to the next page (“the Business Monthly Declaration” page) instead of the next field.
Use the Back macro-button at the bottom left of the Business Monthly Declaration page to return to the Identity page, if you must adjust Fortnight 2 as well.
Only Submit the Business Monthly Declaration after ensuring both fortnight fields have been completed correctly.
|
COVID-19 JobKeeper
Step 2 Identify Eligible Employees page - Page scrolls to the top when the Fortnight 1 field is cleared
Added – 03/05/2020
|
When completing the Identify Eligible Employees page, if the number of employees claiming in Fortnight 1 and Fortnight 2 are prefilled, and you clear the contents of Fortnight 1 to enter in a new figure, a software bug causes the screen to scroll to the top of the page and displays a field not completed error.
Scroll back to the Fortnight 1 field and complete it before tabbing to the Fortnight 2 field.
|
COVID19 – JobKeeper
Step 2 Identify Eligible Employees - I lose the data I have entered when I press the browsers back button
Added – 03/05/2020
|
Do not use the browsers back button when completing the form.
Use the back button located at the bottom of the form to navigate to previous screens.
|
"Permission denied this client’s record cannot be viewed” error message received when attempting to access the Practice Trust record
Added – 30/04/2020
|
This is a known issue that we are working to resolve as a priority.
To view the record go to the business portal.
|
Unable to log into Online services for agents. Receive error message “Session expired.”
Added – 29/04/2020
|
This message is received when logging in to Online services for agents (OSfA) and you enter the myGovID code.
The computer or other device you are logging in with has an incorrect clock time. The time may not have been reset to allow for daylight savings or the time has been manually entered incorrectly.
To resolve ensure that your computer or device is set to the correct time for your region.
|
Where you are linked to a client for activity statement purposes and you search for the client by name, you are only returned with the STP reporting screen
Added – 28/04/2020
|
This is a known issue that we are working to resolve as a priority.
Search using the clients ABN or TFN to view all client menu options you are authorised for.
|
Error received when trying to lodge the GST Joint Venture instalment notice
‘We are unable to process your request. Please try again later’
Updated – 23/04/2020
|
We are currently investigating as a high priority.
Until the issue is resolved GST Joint Venture instalment notices will need to be keyed by ATO staff.
We will provide an update once more information is available.
|
Super fund administration accounts – Transactions not appearing and incorrect date range displays when attempting to select role types in Unclaimed superannuation money account
Added – 06/04/2020
|
This is a known issue that we are working to resolve as a priority.
To obtain details of transactions, contact the ATO on 13 72 86 FKC 3 3
|
Non-lodgment advice link not displaying in the Income tax ‘Not lodged’ tab for non-individuals
Added – 25/03/2020
|
This is only occurring for non-individuals.
To lodge a non-lodgment advice go to Lodgments menu and select ‘Non-lodgment advice’.
|
5A/T9 Instalment amount on activity statement adjusted
Online services for agents and PLS/SBR
Added – 25/03/2020
|
This occurs when the varied amount at Label T9 does not equal the system calculated value that is based on the amount you have provided at Label T8.
You may be required to report an amount at Label T9 which is greater than 25%, 50% or 75% of the estimated tax for the income year. To ensure accurate reporting of PAYG, review the instalment amount before lodging or resubmitting the form.
To work out the correct T8 amount to use in each quarter refer to the information below;
- For the first quarter in the income year that you are liable to pay an instalment, multiply T9 by 4
- For the second quarter in the income year, add quarter 1 and 2 instalment amounts then multiply by 2
- For the third quarter in the income year, add quarter 1, 2 and 3 instalment amounts, divide by 3 then multiply by 4
- For the fourth quarter in the income year add quarter 1, 2, 3 and 4 instalment amounts.
This does not take into account any 5B credits that may have been claimed in previous quarters.
For assistance contact ATO on 13 72 86 FKC 1 4 1
|
Practice mail – Unable to see Practice mail after logging in with a myGovID
Added – 19/03/2020
|
This occurs when a user obtains a myGovID and their AUSkey was not imported into RAM.
Each AUSkey and myGovID has its own mailbox. When you login you will only see the mail for the AUSkey or myGovID you have logged in with, unless you have access to other users mailbox.
If want you AUSkey mail to appear under myGovID mailbox you will need to transfer the mail from your AUSkey mailbox.
If you have access to other mailboxes you can transfer the mail yourself.
If you do not have access to other mailboxes, your Access Manager administrator or someone with the permission will need to allocate the mail for you. Items transferred to the myGovID mailbox will appear as unread.
To transfer the mail:
- Navigate to Practice mail from the Communication drop down menu
- Select the ‘Inbox’ tab
- If required, expand the list using the ‘Results per page’ drop down at the bottom right of the screen
- Select records to allocate
- Select ‘Allocate’ button from the bottom left of the screen
- Select myGovID name from the ‘Allocate to’ drop down box
- Press ‘Allocate’ button on the bottom right of the screen
- If you are an administrator you may find it useful to have Access Manager open at the same time to assist you to distinguish between the different credential names and types (AUSkey or myGovID).
At present you can only allocate up to 30 items at a time.
|
Practice mail – Unable to bulk allocate more than 30 items between mailboxes at a time
Added – 19/03/2020
|
This is a known issue that we are investigating
You can allocate up to 30 items at a time.
We are working to resolve as a priority.
|
Tax type summary – When sorting the effective or processing date columns the sort is not working
March 2020 Quarterly Release
Added – 16/03/2020
|
We are aware of the issue and are working to fix it as soon as possible.
We suggest you do not sort columns until it is resolved.
|
Tax type summary – Information for ‘Assessable interest income’ and the ‘Deductable interest expense’
March 2020 Quarterly Release
Added – 16/03/2020
|
We are aware of this issue, which only impacts the 2020 year when agents click on the balance amount link.
- Transactions are not displayed,
- Income year is displaying zero, and
- Period is displaying incorrect dates.
|
Some clients have incorrect general interest charge (GIC) postings
Added – 06/03/2020
|
As a result of the recent Activity statement financial processing (ASFP) deployment we have become aware of some incorrect GIC postings.
All known GIC issues are being addressed and client accounts are being rectified.
You or your clients do not need to take any action at this time.
We are working to resolve as a priority.
|
Agents registered under a trust to trustee structure who attempt to access their trust record as a client are being redirected to the trustee record
Added – 26/02/2020
|
This is a known issue that we are working to resolve as a priority.
To obtain details, contact the ATO or if attempting to lodge, use PLS.
|
Error received when sending mail attachments with ‘.xlsx’ file type
Added – 18/02/2020
|
Some users may receive an error message when attempting to send attachments with ‘.xlsx’ file type via practice mail. This may include deferral requests.
We suggest that you save the file as ‘Excel97-2003 Workbook (*.xls)” before attaching to your practice mail message.
|
Pre-generated – Year to date interest summary reports are displaying discrepancies.
Updated – 22/01/2020
|
Due to the Dec 2019 system upgrades the Year to date interest summary reports are displaying discrepancies.
It is recommended you do not rely on this report for income tax purposes. until the issue has been resolved.
To obtain the amounts, refer to the interest amount from the client accounts.
We are working to resolve as a priority
|
Pre-generated – Year to date revenue product summary reports are displaying discrepancies.
Updated – 22/01/2020
|
Due to the Dec 2019 system upgrades the Year to date revenue product summary reports are displaying discrepancies.
There are amounts that were visible before the system upgrade and now are not displaying.
To obtain the amounts, refer to the clients activity statements and accounts for all clients.
We are working to resolve as a priority
|
Pre-generated – PAYG Instalments reports are displaying discrepancies.
Updated – 22/01/2020
|
Due to the Dec 2019 system upgrades the PAYG Instalments reports are displaying discrepancies.
There are amounts now displaying that were not visible before the system upgrades.
We are working to resolve as a priority
|
Error message received when attempting to create a payment plan
Updated – 02/01/20
|
Some users may receive an error message that results in the user being logged out of Online services for Agents. If this occurs, log back into Online services for Agents. To create a payment arrangement, contact us on 13 72 86 FKC 1 2 2.
This error is being investigated to be fixed as a priority.
|
General interest charge (GIC) null display on Statement of account debit and credit
Updated – 29/12/2019
|
If a GIC charge has been applied and reversed, a null result is displayed on the activity statement account transaction screen under the debit and credit headers.
To review the debit and credit transactions, simply expand the transaction by clicking on the chevron at the end of the transaction line.
Note this is the same for the print friendly version of this report.
|
Accounts transactions – payments with the same effective and processed date
Updated – 29/12/2019
|
As a result of recent systems upgrades, payments made prior to 24 December 2019 with the same effective and processed date are combined into one payment transaction.
From 1 January 2020 if separate payments are made on the same day they will be listed as separate entries in the account transactions report.
|
Activity statements incorrect effective date on the accounts transaction screen
Updated – 29/12/2019
|
Activity statements that have a deferral allocated may display an incorrect effective date on the accounts transaction screen.
We are aware of this and are working to resolve as a priority.
|
Error adding a client when choosing 'Practice' or 'Client' at the Activity Statement notification field via the 'My practice' drop down menu
Updated – 15/09/2019
|
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 – 12/09/2019
|
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.
|
Pre-fill reports – After adding a client I am not returned to the search field to add another client
Updated – 06/08/2019
|
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.
|
Unable to add clients.
Known issue impacting agents that operate under a trust to trustee structure.
Updated – 02/12/2019
|
We are currently investigating.
To remedy this;
- Add your clients using PLS enabled practice management software.
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 – 27/05/2019
|
We are currently investigating.
We will provide more information once more information is known.
|
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 – 07/02/2019
|
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.
|
‘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.
|
Predictive search is only displaying 10 matches when more than 10 are expected
Updated – 07/02/2019
|
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 – 07/02/2019
|
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 – 07/02/2019
|
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 – 07/02/2019
|
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.
|
'Software download required' message received when using Internet Explorer
Updated – 31/01/2019
|
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.
|