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

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    Systems

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    Online services for agents

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

    Summary

    Action required

    Unable to vary PAYG Income Tax instalment

     

     

     

     

     

    Added 19/10/2021

    This is because of an error that is occurring or missing options that are not appearing.

     

    This is only impacting Internet Explorer users.

     

    We recommend using an alternate web browser or your Practitioner Lodgment Software.

     

    Internet Explorer will be unsupported by Microsoft from 15 June 2022. It is recommended you move to a new browser before this date for an optimal user experience.

    Practice mail - Some agents are unable to open practice mail messages we sent

     

     

     

     

     

    Added 27/08/2021

    This may occur for clients who previously had an ABN and the ABN has since been cancelled.

     

    Phone 13 72 86 Fast Key Code 3 3 to have the mail item re-issued.

     

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

    Shares and units records are displaying duplicated information

     

     

    Added 23/08/2021

    We suggest you download the information via CSV and remove the duplicated data.

     

     

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

    New and existing clients that are entering and re-entering into PAYG instalments are automatically defaulted to a digital channel preference

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Added 13/08/2021

     If no channel preference exists or for new and returning PAYG instalment clients, the paper channel preference will be applied.

     

    If you have a paper channel preference, we will reissue the paper instalment notices for the period ending June 2021.

     

    All PAYG instalment notices with a 28 July 2021 due date will be deferred until 30 August 2021. You will need to vary or pay by the new due date.

     

    All previously issued PAYG instalment notices with a due date after 30 August 2021 that went to the incorrect channel will be cancelled and re-issued to the correct channel unless they have already been finalised.

     

    Penalties or interest applied for missed payments or lodgments because of this error will be removed or remitted.

     

    We apologise for the inconvenience caused. Phone 13 72 86 Fast Key Code 2 1 1 for further information or to discuss your client’s circumstances.

     

    This is a known issue that we are working to resolve

    AMP999 Error received when attempting to download the 'Access history report' if there are more than 1000 rows

     

    Added 06/06/2021

    To ensure that the error message is not received, change the search criteria to reduce the number of returned rows and try again.

     

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

    Error has occurred message received when submitting a 'Lodge an objection', 'Private ruling application' and 'Submit further information for lodged private ruling/objection'

     

     

    Added 14/05/2021

    The error is received when the file name for any attachment contains special characters.

     

     

    We recommend re-naming the file to only include alpha-numeric characters. The form should then submit.

    I receive the error message 'No Australian business number (ABN) found' when logging into Online services for agents

     

     

     

     

     

     

     

    Added 14/04/2021

    This may occur if you only have a ‘Basic’ myGovID identify strength.

     

    You need to have ‘Standard’ myGovID identify strength before Online services for agents can be accessed. To confirm:

     

    • Log into your myGovID app and confirm your identity strength. The identity strength is located next to your name
    • If the identity strength is 'Basic' you will need to verify 2 documents to uplift the identity strength to ‘Standard’.

     

    Error message when selecting ‘Advanced search’ or ‘View client list’ from the Client Summary screen

     

     

    Added 17/03/2021

    Navigate to the agent homepage and then select 'Advanced search' or 'View client list'.

     

     

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

    Client details appear on Agent level screens

     

     

     

     

     

     

     

     

     

    Added 17/03/2021

    This is a known issue if you:

     

    • navigate from the client summary page to the Agent homepage, or
    • navigate to the Favourite clients page using the 'My Practice' menu while on a client summary page

     

    Then the Client header (Client name and identifiers) of the client you were viewing remains displayed.

     

    This is a display issue that we are working to resolve.

    Some agents, particularly from larger firms where there are several practice mail accounts, may experience a short delay when opening their Practice Mail items.

     

    Added 23/04/2021

    We recommend users persist as the mail account should load in due course.

     

     

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

    I recently updated my postal address with the Tax Practitioner Board (TPB) and:

    • the ATO address has not updated, or
    • the ATO address has reverted to an older address, or
    • the postal address of my clients has not been updated to reflect the changes




     

     

     

     

     

     

    Added 16/03/2021

    This is only impacting a small number of tax professionals.

     

    Ensure the address is reflected correctly with the TPB. If it is incorrect update with the TPB.

     

    Check the postal address we have on record for your practice. You can check this in Online services for agents (OSFA):

    • Log into OSFA.
    • Select My Practice.
    • Select My details.

     

    If the address is incorrect phone 13 72 86 Fast Key Code 3 3.

    If the practice address within OSFA and the TPB is correct but you have identified some clients with an incorrect address, this is likely due to the client address not matching with the previous practice address which prevents an automatic update. You will need to update the client address in OSFA.

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

     

    The FTE/IEE report may not be displaying for some clients as expected

     

     

     

     

     

    Added 04/03/2021

    Some client FTE/IEE elections or revocations may not be displaying as expected on the FTE/IEE report in Online services for agents.

     

    You should continue to lodge these forms. Elections and revocations will continue to process as expected against the intended client record.

     

    If you need to confirm the FTE/IEE request has been received due to information not present on the FTE/IEE report, phone 13 72 86 Fast Key Code 2 1 3. ATO operatives can validate the receipt and statues of an election/revocation received by checking internal systems.

    Superannuation Guarantee Improving Responsiveness (SGIR) Letters are not visible in Client Communication History or available for digital delivery

     

     

     

     

     

    Updated 17/03/2021

    These letters provide updates about an employee’s unpaid super enquiry.

     

    Due to a recent system change some previously issued SGIR letters may no longer be visible in the Client Communication History or the Inbox and will no longer be available for digital delivery.

     

    If your client requires a copy of a missing letter, they can phone us on 13 28 65 to ask that the letter be re-sent to their postal address.

    PAYG instalment and FBT instalment tax credits are not displaying immediately in the client’s account

     

    Added 03/02/2021

    When a PAYG Instalment or FBT Instalment Activity statement is lodged after we have assessed the corresponding Income tax or FBT tax return, you need to allow 1 to 2 days for the credit to update and display in the client’s account.

    Error message when attempting to add employees, submit payment instructions or update details in Small Business Superannuation Clearing House (SBSCH)

     

    Added 23/11/2020

    Users are unable to add employees, submit payment instructions or update details in SBSCH.

     

    This occurs when using Firefox browser. To resolve, we suggest that you update the browser to version 83.0 or later.

    OSFA Practice Home screen displays after attempting to access the ABN selection screen via the ABN/RAN selector drop down

     

    The first time selecting the ABN/RAN selector drop down Change link, you are directed to the Practice Home page instead of the ABN Selection screen 

     

    Added 11/11/2020

    To access the ABN selection screen, return to the ABN/RAN selector drop down and select Change again.

     

     

    This will need to be done each time you log in to OSFA.

     

     

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

    Unable to add a client using a WPN

     

     

     

     

    Added 27/09/2020

    Unable able to add a client using a WPN.

     

    Contact us to add the client.

     

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

    On-demand income tax lodgment status report

     

     

     

    Added 10/08/2020

    If, after we have updated the current year lodgment dates, your client has a ‘not lodged’ status for the current year and does not have a lodgment due date displayed, they may no longer have an obligation to lodge.

     

    Refer to the ‘For action ‘screen to determine if lodgments are up to date.

    HTML and CSV format downloads of Statement of Account not displaying expanded transaction view

     

     

     

     

     

     

     

     

    Added 03/05/2020

     When downloading Statement of Account transaction lists in HTML or CSV format they are being displayed in an aggregated transaction format and not in the expanded transaction view.

     

    While the summary detail amounts are correct, the detailed account transactions are not visible.

     

    You can use the ‘Print Friendly’ option to view and print the expanded transaction view for Activity Statement accounts.

     

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

    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

     Search using the client's ABN or TFN to view all client menu options you are authorised for.

     

     

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

    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 that 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 phone 13 72 86 Fast Key Code 1 4 1

    Practice mail – Unable to access the Practice mail in my old AUSkey mailbox.

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated 27/08/2021

    Each myGovID has its own mailbox. When you login you will only see the mail for the myGovID you have logged in with, unless you have been given access to other users mailbox in access manager, or you are an administrator.

     

    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).

     

    It is good practice to end date the AUSkey in Access Manager once all the mail has been moved from the old AUSkey mailbox.

    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.

    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. Sighted users can do this 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.

    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, select Search and add Field
    • using the keyboard press Shift + Tab twice to return.

     

    Unable to view lodgment program data

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

     

    Updated 27/05/2019

    This issue is currently under investigation.

     

    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, phone 13 72 86 Fast Key Code 3 3.

     

    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.

     

    Back to top

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

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

    List of PLS/SBR issues

    Summary

    Action required

    Duplicate Checking Error message ‘CMN.ATO.GEN.DUPLICATE ENTRY’ received when lodging Company Tax Returns (CTR) with Substituted Accounting Period (SAP)

     

     

    Added 27/09/2021

    If you receive this error remove the ABN from the return and attempt to lodge again.

     

     

    If you have attempted to relodge and still receive the error phone 13 72 86 Fast Key Code 3 1 2.

    Validation error VR.ATO.IITR.300101 received when attempting to lodge Individual Income Tax Return

     

     

     

     

     

     

     

     

     

     

     

    Added 16/07/2021

    It has been identified that this validation rule incorrectly includes Assessable First Home Super Saver (FHSS) released amount – Category 3.

     

    Ensure any Assessable First Home Super Saver (FHSS) released amount – Category 3 income is included in the total entered at Estimated total income.

     

    Including the Assessable FHSS release amount in the Estimated total income will NOT affect the calculation/determination of a client’s entitlement to government super contributions.

     

    This is determined internally, based on the income information provided in the IITR including responses to A3 Government super contributions.

    Validation errors VR.ATO.IITR.730259 and VR.ATO.IITR.730260 received when attempting to lodge 2020 and 2021 Individual Income Tax Returns

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Added 28/06/2021

    These errors can occur when income from a financial investment has not been included elsewhere in the return.

     

    If you receive these errors, and you believe the errors are incorrect, we suggest that you lodge the return by paper. Then send a message through Online services for agents with supporting information.

     

    To do this:

    • select Practice mail
    • select New
    • choose Topic 'Debt and lodgment'
    • choose Subject ‘Managed lodgment program’.

     

    In the message, you must include the following:

    • advice that a deferral is required and the reason why you are unable to lodge
    • the client name and their TFN
    • the date the return was posted to the ATO.

     

    Note: you can't lodge a tax return via practice mail.

     

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

    When pre-lodging the Individual Income Tax Return you are returned with error message 'CMN.ATO.GEN.0002 Lodgment failed. Contact the ATO. Error code 50137'

     

    Added 05/05/2021

    Determine if the return contains exempt foreign income in the income details schedule.

     

    If so, ensure that foreign income deductible expenses are not greater than exempt foreign income and attempt to lodge the return again.

    Delay in processing of tax return if inputting an amount at ‘Net foreign rent from a managed fund’

     

     

     

     

     

     

     

    Added 01/03/2021

    This will create an error in ATO systems which will require manual intervention and delay the processing of an individual tax return.

     

    To ensure that this error does not occur do not input any figures at 'Net foreign rent from a managed fund'.

     

    If the ‘Net foreign rent from a managed fund’ amount is known then record the information in ‘Total other foreign income from managed fund’ and ‘Your share of other foreign income from managed fund’ at label 20M on the tax return.

    Temporary full expensing and loss carry back forms available to SAP early lodger balancers or company part year returns

     

     

     

     

     

    Added 01/03/2021

    For clients who want to lodge their 2020–21 return before 1 July 2021, the Temporary full expensing and loss carry back forms are downloadable from ato.gov.au. Refer to the following links for access to forms:

     

    Lump Sum Payment in Arrears Tax Offsets for Foreign Pension LSPIA is not being assessed

     

     

     

     

     

     

    Added 17/02/2021

    This is a known issue. It occurs as an indicator in ATO systems is not stopping the tax return before the offset can be assessed and applied in the calculations of the tax return.

     

    To ensure that the tax return is reviewed we suggest that you include in the Additional Information Schedule the sentence 'Please review LSPIA tax offset entitlement for Foreign Pension LSPIA.' The LSPIA details should still be included in the Income Details schedule.

    CMN.ATO.IITR.730053 and CMN.ATO.IITR.730061 

    Agents completing 2020 individual client tax return. Error specifically relates to taxpayers:

    • who are in receipt of a Capped defined benefit income stream (reported at Label 7M of the main IITR)
    • who are over 60 years of age
    • where  
      • the benefit is made up only of taxed elements, they have had tax withheld.
       

     

     

     

     

     

     

     

     

    Added 13/01/2021

    Validation rule VR.ATO.INCDTLS.000014 requires a value greater than 0 at any of the fields:

     

    • Superannuation income stream taxable component taxed element
    • Superannuation income stream taxable component untaxed element
    • Superannuation income stream tax free component
    • Superannuation income stream lump sum in arrears taxable component taxed element
    • Superannuation income stream lump sum in arrears taxable component untaxed element
    • Superannuation income stream lump sum in arrears tax free component.

     

    In this specific scenario agents should:

    • include a single dollar ($1) in the 'Superannuation income stream tax free component' field, and
    • place a $0 in all other fields identified in validation rule VR.ATO.INCDTLS.000014.

     

    On the main IITR agents should ensure the correct amount is reported at label 7M.

    5A/T9 Instalment amount on activity statement adjusted

     

     

    Online services for agents and PLS/SBR

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Added 24/03/2020

    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 that 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:

    • 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 phone 13 72 86 Fast Key Code 1 4 1.

    CMN.ATO.IITR.000224 – Tax withheld from Australian Government pensions and allowances incorrect

     

    Tax withheld amounts from Australian government pensions or allowances are greater than or equal to the amount of Australian government pensions. Both amounts must be correct

     

    Updated 02/08/2019

    There are circumstances where Centrelink clients may have payment summaries that include a tax withheld amount greater than the taxable amount. This can be the result of changing payment types during the year or repaying payments that had tax withheld.

     

     

    If you experience this issue, phone 13 72 86 Fast Key Code 3 1 2 for further support.

    Unable to lodge company tax return due to incorrect duplication error

     

     

     

    Updated 16/10/2018

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

     

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

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

     

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

     

    Updated 15/08/2018

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

     

    Update Y/N indicator and re-submit.

    PLS/SBR pre-fill

     

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

     

    Updated 01/08/2018

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

     

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

    Commencement and finalisation dates for client Health funds (multiple funds within the financial year)

     

     

    Added 15/07/2021

    Publishing of dates associated with clients swapping between health funds within the financial year within PLS prefill has been temporarily suspended.

     

    This information continues to be available to agents within prefill accessed through OSFA.

    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.

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated 30/03/2020

    Desktop software users:

    • review your permissions in Access manager, or
    • contact your Authorisation Administrator.

     

    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 13 72 86 Fast Key Code 3 1 2.

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    Authentication errors

    List of authentication errors

    Summary

    Action required

    SBR.GEN.AUTH.001

    Mandatory information missing from the transmission. Contact your software provider

     

    Added - 27/08/2021

    Inform your digital service provider that the following element/attribute {AttributeName} was not found in the transmission.

    SBR.GEN.AUTH.002

     

    Mandatory information provided in the transmission is invalid.

     

    Updated 27/08/2021

    Check that you have correctly entered identifiers in your software (as examples, the ABN and TFN.). Contact your digital service provider for assistance.

    SBR.GEN.AUTH.003

     

    Reporting party identifier information is missing from the lodgment.

     

    Updated 27/08/2021

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

    SBR.GEN.AUTH.004

     

    Check the credential details match the details of the business/agent submitting the information 

     

    Updated 27/08/2021

    Check the ABN in the credential matches the business or registered agent details (for example, ABN or RAN) in the transmission.

     

    If necessary, contact your authorisation administrator.

     

    If you still need help, phone the Technical help desk on 1300 287 539.

    SBR.GEN.AUTH.005

     

    Misalignment of identifying information

     

    Updated 19/07/2019

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

    SBR.GEN.AUTH.006

     

    A notification does not exist for your software provider for sending your online (cloud) transactions 

     

     

     

     

     

     

     

     

     

     

     

    Updated 27/08/2021

    A notification must exist in Access Manager for your digital service provider before attempting to transact. Phone 1300 852 232 or use Access Manager to notify us of a hosted SBR software service. You will need to provide the following details:

    • digital service provider name
    • their ABN and software ID.

     

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

    SBR.GEN.AUTH.007

     

    Contact your software provider. 

     

    Updated 27/08/2021

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

     

    Contact your digital service provider.

    SBR.GEN.AUTH.008

     

    Your notification for the online (cloud) software provider does not contain the correct software ID.

     

    Updated 27/08/2021

    Check and update your hosted SBR software ID through Access Manager or by phoning us on 1300 852 232.

    SBR.GEN.AUTH.009

     

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

     

    Updated 27/08/2021

    You may not have the correct permission for this transaction. Contact the authorisation administrator for your business or practice to update your permissions in Access Manager and then try again.

    SBR.GEN.AUTH.010

     

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

     

    Updated 27/08/2021

    The credential used by the digital service provider for securing online (cloud) transmissions made by the business is not enabled for these services.

     

    To resolve, contact your digital service provider.

    SBR.GEN.AUTH.011

     

    Contact your software provider. 

     

    Updated 27/08/2021

    The digital service provider has disabled your nomination.

     

    Contact your digital service provider or nominate a new hosted software service on 1300 852 232.

    SBR.GEN.AUTH.012

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated 27/08/2021

    Ensure that the TFN, ABN or ARN of the intermediary is in the appropriate field.

    SBR.GEN.AUTH.013

     

    The ABN of the business being acted on behalf of is required.

     

    Updated 27/08/2021

    Attempt to correct the field.

    SBR.GEN.AUTH.014

     

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

     

    Updated 27/08/2021

    Attempt to correct the field.

    SBR.GEN.AUTH.015

     

    You are not authorised to submit this request. Review permissions in Access Manager and try again. 

     

    Updated 27/08/2021

    You may not have the correct permission for this transaction.

     

    Contact the authorisation administrator for your business or practice to update your permissions in Access Manager and then try again.

    SBR.GEN.AUTH.016

     

    Mandatory information missing from the lodgment.

     

    Added 27/08/2021

    Information required for authorisation processing is missing from the lodgment.

     

    Review and update required information.

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    myGovID

    List of myGovID issues

    Summary

    Action required

    Some users are experiencing issues when using myGovID and they may receive an error

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Added 18/03/2021

    If you receive CLR000001 error:

    • Upgrade to the latest version of the app on all devices.
    • When prompted to create a myGovID, set up your myGovID again using your latest myGovID email address and the same identity documents that you used previously.

     

    Slowness or STA000001 error when verifying an identity document:

    • Leave your app open as it verifies your identity document – allow 5-15 minutes for the document to verify.
    • If presented with the error, force quit the app and wait 20 minutes before logging back in.
    • When you log in again, check if your identity document verified  
      • if successful, the document will no longer appear in the list of identity documents that can be verified
      • if unsuccessful, try verifying it again following the advice above.
       

     

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

     

    myGovID authentication

     

    Updated 21/11/2019

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

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

     

    myGovID authentication

     

    Updated 21/11/2019

    Use the Profile menu to check and update client details.

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

     

    myGovID authentication

     

    Updated 21/11/2019

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

     

     

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

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

     

    myGovID authentication

     

    Updated 21/11/2019

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

     

    Attempt to login again.

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

     

     

    myGovID authentication

     

     

     

    Updated 21/11/2019

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

     

     

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

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    Online services for business

    List of Online services for business issues

    Summary

    Action required

    Unable to vary PAYG Income Tax instalment

     

     

     

     

     

    Added 19/10/2021

    This is because of an error that is occurring or missing options that are not appearing.

     

    This is only impacting Internet Explorer users.

     

    We recommend using an alternate web browser or your Practitioner Lodgment Software.

     

    Internet Explorer will be unsupported by Microsoft from 15 June 2022. It is recommended you move to a new browser before this date for an optimal user experience.

    Requests for copies of Income tax returns for years prior to 30 June 2000 are delayed

     

     

    Added 24/09/2021

    Due to a high volume of requests, we are working to process the requests as soon as possible.

     

    We apologise for any inconvenience caused.

    I receive the error message ‘No Australian Business Number (ABN) found’ when logging into Online services for business

     

     

     

     

     

     

     

     

     

    Added 27/08/2021

    If you have recently transferred your myGovID app from an old device to a new device, you will need to re-verify your identity.

     

    If your identity strength is 'Standard' you will need to:

    • go to the ‘settings’ menu within the myGovID app
    • choose to ‘reset’ the app
    • recreate your myGovID using the latest email and original ID documents until a Standard ID is achieved.

     

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    Single Touch Payroll

    List of single touch payroll issues

    Summary

    Action required

    Single Touch Payroll (STP) troubleshooting for employers and intermediaries

     

    Updated 15/08/2018

    STP troubleshooting

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

     

     

     

    Updated 16/07/2018

    If you finalise your employees via STP do not send a PSAR or file generated from your software with the same information.

     

    Only additional disclosures that are not captured in STP, should be reported via PSAR or file generated from your software.

     

    Lodgment of duplicate amounts may impact the employee's pre-fill.

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

     

     

     

    Updated 27/07/2018

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

     

    Phone 13 72 86 Fast Key Code 1 3 1 1 to enable your authority.

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    Other

    List of other issues

    Summary

    Action required

    Superannuation Guarantee Charge Statement

     

    Online Services for Business

     

    If you have resumed a saved SGC statement and are experiencing issues with the OTR and/or late payment offset fields

     

     

     

     

     

     

     

     

    Updated 09/09/2021

    In order to be able to successfully submit the SGC statement or statements you will need to:

    • delete the quarter that previously included a late payment offset amount
    • re-enter the quarterly period and late payment information
    • ensure that you do not select ‘Save and exit’ before submitting.

     

    If this is unsuccessful you will need to lodge using the Spreadsheet version (XLS, 747KB)This link will download a file and attach it to a new secure mail message.

     

    To do this:

    • select Communication from top menu
    • then Secure mail
    • select new message
    • choose Superannuation as the mail topic
    • choose Lodge SGC statement as the mail subject.

     

    Superannuation Guarantee Charge Statement

     

    Online Services for Business 

    If you are lodging an amendment for 31 or more employees, use the spreadsheet

     

     

    Updated 09/09/2021

    If you intend to lodge an amended SGC statement for 31 or more employees , lodge using the Spreadsheet version (XLS, 747KB)This link will download a file and attach it to a new secure mail message.

     

    To do this:

    • select Communication from top menu
    • then Secure mail
    • select new message
    • choose Superannuation as the mail topic
    • Lodge SGC statement as the mail subject

     

    Departing Australia Superannuation Payment (DASP) – 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.

    Departing Australia Superannuation Payment – 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 clients can access DASP Online or Tax Agents can lodge a paper claim form.

    Concessional date not applied to finalised 2016, 2017, 2018, 2019 and 2020 GST Return (GSTR) and GST Annual (GSTA)

     

    In limited circumstances the concessional due date is not being applied to finalised 2016, 2017, 2018, 2019 and 2020 GSTR and GSTA

     

    Updated 25/05/2020

    This may also occur if you lodge the GSTR or GSTA out of sequence, for example, if you lodge the GSTR or GSTA before the client's tax return.

     

    If one of your clients has this issue phone 13 72 86 Fast Key Code 1.

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

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated 13/09/2017

    Try any of the following:

    • Update to the latest PDF viewer version.
    • Follow prompts provided by browser to move past warning messages or to open in an alternate viewer.
    • Download the form directly and save to local laptop or desktop device in an appropriate folder.  
      • For  
        • 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

    Unable to see the Early stage innovation companies report

     

     

     

     

     

     

     

     

     

     

     

     

     

    Updated 02/12/2019

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

     

    To set the required permissions in Access Manager:

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

     

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

    General Purpose Financial Statements (GPFS)

     

    How to update/revise a lodged GPFS form

     

    Online Services for Agents and Online Services for Business

     

    Updated 09/09/2021

    To update or revise a lodged GPFS form:

    • navigate to lodgments menu
    • select general purpose financial statements
    • select update for the year that you want to update
    • select the X next to the link and answer yes to delete the statement
    • attach the updated/revised GPFS.

     

    General Purpose Financial Statements (GPFS)

     

    How to lodge

     

    Online Services for Agents and Online Services for Business

     

     

     

    Updated 09/09/2021

    The only method to lodge a GPFS is via the form located in the Lodgments drop down menu in Online services for agents, or Online services for business.

     

    If you are unable to access the report ensure that:

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

     

    Email not delivered – Microsoft Office 365 user

    In some limited instances you may have an issue with new Microsoft Office 365 installations where some emails sent to an official and current ATO email address may not have been delivered. The problem could be related to the configuration of the Sender Policy Framework (SPF) and Domain Key Identified Mail (DKIM) services.

     

    If you suspect this problem is impacting emails sent from your practice, it will require a correction to your Office 365 configuration (unfortunately there is nothing the ATO can do to fix this). Consult your software service provider or contact your software vendor for more information and guidance.

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

    Last modified: 19 Oct 2021QC 41616