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  • Troubleshooting for businesses and tax practitioners

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

    Practitioner lodgment service dashboardExternal Link – availability and performance of the practitioner lodgment service.

    Superannuation DashboardExternal Link – availability and performance of superannuation enabling service.

    Business portal dashboardExternal Link – availability and performance of the online business service portal.

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

    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

    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.

    Unable to add clients - Attempts to add a client result in error message “has not been added as client”

     

    Added – 28/07/2020

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

     

    To add these clients contact the ATO on 13 72 86 FKC 1 1 3

    Activity statements incorrect effective date on the accounts transaction screen

     

     

     

     

     

     

     

     

     

     

     

    Updated – 27/08/2020

    If an activity statement is lodged before a related deferral request is finalised, the deferred date will only be displayed against the effective date of each debit transaction. For activity statements with:

     

    • Multiple financial transactions - view the correct effective date in the OSfA Account summary screen by clicking on the chevron on the right to open the account transactions.

     

    • Single financial transaction - view the correct effective date in OSfA by selecting View activity statement. Currently, the correct effective date is not able to be displayed on the OSfA Account summary screen. However, the debit amount for the statement will be included in the amount displayed in the ‘Not yet due’ field at the top of the Account summary screen.
     

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

     

     

     

     

     

     

     

     

     

    Added – 03/05/2020

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

     

    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.

    Error message received when attempting to register client for PAYGW or FTC role

     

     

     

    Updated – 16/06/2020

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

     

    If you are attempting to register a client for these roles and you receive an error that prevents you from completing the registration contact the ATO on 13 72 86 FKC 1 1 3

    "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.

    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.

    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 you want 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.

    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

    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.

    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.
     

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    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

    IITR item #24 (Other Income) – amount is omitted when processing the tax return

     

     

     

     

     

     

     

     

     

     

     

    Added – 03/08/2020

    We are working to resolve this as a priority.

     

    An issue has been identified where the amount declared under ‘other income’ (Q24) is omitted when processing the tax return.

     

    We are in the process of identifying impacted clients and any returns already issue will be actioned accordingly.

     

    You or your client do not need to take any action at this time.

     

    We will provide a further update to this article once the issue has been resolved.

    Error received when attempting to lodge IITR where bank account number prefill data contains characters such as a full stop -  "."

     

     

    Added – 28/07/2020

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

     

    To ensure that you do not receive an error, manually remove the “.” character and any characters to the right from the banking institution account number details prior to lodgment.

    Validation error(s) received due to inconsistent rounding of negative dollar amounts

     

     

     

     

     

    Added – 28/07/2020

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

     

    In some circumstances, negative values are not matching for certain calculations due to inconsistent rounding being applied.

     

    To ensure that you do not receive an error remove the ‘cents’ from the value(s) prior to lodgment.

    Error received when attempting to pre-lodge IITR containing Employment termination payment (ETP) and Foreign income amounts

     

     

     

     

     

     

    Updated – 28/07/2020

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

     

    In some cases an error is occurring when attempting to pre-lodge an IITR where there is an Employment termination payment and/or Foreign income amount present.

     

    A workaround is to lodge without utilising the pre-lodge function.

    Error CMN.ATO.GEN.XML03 ‘A field contains invalid data’ received when attempting to lodge IITR which contains a prefilled Dividends reference number

     

    Added – 08/07/2020

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

     

    To resolve manually remove the asterisk from the Investment/Dividends reference number prior to lodgment.

    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 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

    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, contact the ATO on 13 72 86, FKC 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.

    2018 Individual income tax return (IITR)

     

    SBR.GEN.FAULT.FAULTFROMAGENCY

     

    This error may appear for the following scenarios:

     

    There is an anomaly with the Medicare levy surcharge, or

     

    A general fault has been detected within ATO systems

     

     

    Updated – 10/07/2018

    Medicare levy surcharge anomaly

     

    To confirm if this is the cause of the error message, you will need to;

    • check the number of days your client was not liable for surcharge or their spouse income details, as required.
    • Then, attempt to lodge the return again.

    A fix is being developed to return the correct error message for all scenarios that occur with this error as soon as possible.

    Once the issue is resolved we will update this message and advise Digital Service Providers (providers of your practice management software).

    Contact the ATO on 13 72 86 FKC 3 1 2 for further support.

    A general fault

    This fault was likely caused by a transitory degradation in system performance. We suggest you wait a while before attempting the transaction again.

    However, if you encounter the same error, contact the ATO on 13 72 86 FKC 3 1 2 for further support.

    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 us on 13 72 86 FKC 3 1 2

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    Authentication errors

    List of authentication errors

    Summary

    Action required

    SBR.GEN.AUTH.002 

     

    Mandatory information provided in the transmission is invalid.

     

    Updated – 19/07/2019

    Check that you have correctly recorded client information in your practice management software.

    SBR.GEN.AUTH.003

     

    Reporting party identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

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

    SBR.GEN.AUTH.004

     

    Check credential details match the details of the user submitting the information.

     

    Updated – 30/03/2020

    Check that the correct credential has been selected for this lodgment.

     

    If necessary, contact your Authorisation Administrator.

     

    If you still need help, contact 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

     

    The software provider has not been nominated to secure your online (cloud) transmissions

     

     

     

     

     

    Updated – 19/07/2019

    You must nominate your software provider before attempting to lodge. To resolve;

     

    • Log onto Access Manager
    • select 'My hosted SBR software services'
    • follow the instructions to nominate a provider. 

    If you are unable to nominate a software provider, contact us on 1300 852 232 or use Access Manager to notify us of a hosted SBR software service.

     

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

    SBR.GEN.AUTH.007

     

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

     

    Updated – 19/07/2019

    Contact your software provider.

    SBR.GEN.AUTH.008

     

    Your nomination with the online (cloud) software provider does not contain the correct software ID.

     

    Updated – 30/03/2020

    Check and update your hosted SBR software ID through Access Manager. To resolve;

     

    • Log onto Access Manager
    • select 'My hosted SBR software services'
    • update the nomination.

    If you are unable to update your hosted SBR software ID, contact us on 1300 852 232.

    SBR.GEN.AUTH.009

     

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

     

    Updated – 30/03/2020

    Review your permissions in Access Manager or contact your Authorisation Administrator.

    SBR.GEN.AUTH.010

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

    Updated – 30/03/2020

    The credential used by the software provider for securing online (cloud) transmissions is not enabled for these services.

    Contact your software provider.

    SBR.GEN.AUTH.011

     

    The software provider has disabled your nomination.

     

    Updated – 19/07/2019

    Contact your software provider or nominate a new hosted software service by contacting us on 1300 852 232.

    SBR.GEN.AUTH.012

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    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 – 19/07/2019

    Insert the correct ABN into the field.

    SBR.GEN.AUTH.014

     

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

     

    Updated – 19/07/2019

    Insert the correct ABN, TFN, WPN or ARN into the field.

    SBR.GEN.AUTH.015

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated – 30/03/2020

    Check your permissions in Access Manager or contact your Authorisation Administrator.

     

    If you still require assistance, contact the Technical help desk on 1300 287 539.

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    myGovID

    List of myGovID issues

    Summary

    Action required

    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 Menu's.

     

    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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    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.

    Contact ATO on 13 72 86 FKC 1 3 1 1 to enable your authority.

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    Other

    List of other issues

    Summary

    Action required

    Superannuation Guarantee Charge Statement

     

    Business Portal

     

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

     

     

     

     

     

    Added - 15/06/2020

    In order to be able to successfully submit the SGC statement(s) you will need to

     

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

     

    If this is unsuccessful you will need to lodge using the Spreadsheet versionThis link will download a file and attach it to a new portal mail message.

     

    To do this select 'new message'.

    • choose ‘Superannuation’ as the mail topic.

    ‘Lodge SGC statement’ as the mail subject.

    Superannuation Guarantee Charge Statement

     

    Business Portal

     

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

     

    Added – 15/06/2020

    If you intend to lodge an amended SGC statement for 31 or more employees , lodge using the Spreadsheet versionThis link will download a file and attach it to a new portal mail message.

     

    To do this;

    • 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 call us for assistance on 13 72 86 FKC 

    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

    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 Business Portal

     

    Added – 17/02/2020

    To update or revise a lodged GPFS form;

     

    • Navigate to lodgments menu
    • select client forms and 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 Business Portal

     

    Updated – 12/06/2018

    The only method to lodge a GPFS is via the form link located under ‘Client forms’ which is in the Lodgments drop down menu in Online services for agents, or under ‘Online Forms’ in the Business Portal.

     

    If you are unable to access the link 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 

     

    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.

    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: 27 Aug 2020QC 41616