When will access to Online services for agents be available?

Updated - 24/01/19

Online services for agents is currently being released in a progressive public beta rollout

Between now and 31 March 2019 we will send an email inviting you and your practice staff to participate in the public beta. The email will include the details you need to access the new service.

Error message displayed 'We are currently experiencing technical difficulties. We apologise for any inconvenience' when opening Practice mail attachments received from ATO

Updated - 11/02/19

This is a known issue and is currently under investigation.

We recommend viewing the secure message attachments in Tax Agent Portal.

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 - 07/02/19

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.

Predictive search is only displaying 10 matches when more than 10 are expected.

Updated - 07/02/19

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 - 07/02/19

Resolution

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

1. Using an ABN as the unique client identifier, can only access specific accounts, not including the income tax accounts
2. Receive error message 'This client is already in your client list' when attempting to add the client again using the TFN
3. How do I add the client for income tax?

Updated - 07/02/19

Resolution

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 - 07/02/19

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.

Associates of self-managed superfunds (SMSF) are not listed under 'Associates'

Updated - 07/02/19

The Associates for SMSF are not currently displayed in Online services for Agents.

Refer to the Australian Business Register for full Associate details.

AUSKey via USB stick Error message:

'You don’t have the required AUSkey software downloaded'

Updated - 31/01/19

If you receive this error:

• Clear the cacheExternal Link of the browser on the AUSkey USB stick. Complete this step first and close browser.
• Copy the Online services for agents URL/hyperlink
• Open the Firefox browser on the AUSkey USB (not the desktop)
• Paste the URL/hyperlink into address field of the browser and press Enter
• Select Online services from the login page (add to favourites or set as the default homepage for USB Firefox Browser)

Authenticate AUSkey as per usual

'Software download required' message received when using Internet Explorer

Updated - 31/01/19

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

Portal and/or other web browser applications are slow or experiencing errors

Maintenance page displaying after system maintenance is completed

System error page displaying after system issue is resolved

Clear your browser cache

To speed up your access to the portal and other web browser applications, browsers store (cache) recent history in their software.

It is a good idea to clear your internet browser cacheExternal Link at regular intervals to ensure current web pages are displayed and errors minimised.

Internet Explorer

Open Internet Explorer:

• For Internet Explorer 8 – from the Tools menu , select Internet options                          
  • Select Delete under the 'Browsing history' section                          
    • uncheck Preserve favourites website data at the top of this window
    • choose the elements you want to clear, but ensure Temporary internet files and Website files are checked.
     
   
• For Internet Explorer IE9+                                                             
  • select Tools from the left menu (if displayed) or select the Gear icon on the right toolbar
  • select Internet options and then the General tab
  • select Delete, located under the 'Browsing history' section
  • uncheck Preserve favourites website data at the top of this window
  • select the elements you want to clear, but ensure Temporary internet files and Website files are checked
  • select Delete. Deleting files may take a while if you have a lot of files and history
  • select Apply, then OK to close the window.
   

Mozilla Firefox

• select Open menu (the icon with three lines) at the top right of your browser.
• select History, then select Clear recent history.
• select the time range to clear from the drop-down menu.
• select the beginning of time to clear all of the cache.
• select Details to choose what history elements you want to clear.
• check Cache and Offline website data along with any other elements you want to clear.
• select Clear now. 

Trust to Trustee and Superfund to Trustee links are not displaying

Updated - 24/10/18

ATO portals are currently restricted to displaying only one Trustee for Trusts and Superfunds. This is a display issue only.

Refer to the Australian Business Register for any additional Trustee details

Session Timeout/Session has Time Out (A927.42 / A927.39) error on Tax Agent Portal and Online services for Agents

Updated - 02/07/18

See technical helpdesk at the following link;

Session Timeout error A927.42-A927.39External Link

General Purpose Financial Statements (GPFS)

How to lodge

Tax Agent Portal and Business Portal

Updated - 12/06/18

The only method to lodge a GPFS is via the GPFS form link located under ‘Client forms’ in the Tax Agent Portal, 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. 

Unable to print barcode on payment slip when using Portal

Browser ad-blocker is disabling the ability to view the barcode

Updated – 02/03/2018

Check for browser ad blockers or add-ons that may be blocking this function. These will need to be turned off or disabled.

For the most common browsers :

• open the Menu or Tools from the Toolbar
• select Add-ons
• select Extensions
• search for content blockers and either disable or remove the add-on.

Alternatively, you may be able to add an exception so the ad blockers or add-ons don’t run when you access the portal. 

Numerical characters used in Authorised contact position field when applying for ABN or TFN in ABR will cause a processing delay

Updated – 28/02/2018

This known issue occurs when users applying for an ABN or TFN via ABR enter their tax agent number in Authorised contact position field.

The Authorised contact position field is an ‘alpha-only’ field, so while entering a number by itself or with your name is accepted by the ABR, the number will cause the application to stall during processing, leading to delays in finalisation. 

No access to the portal

Lost access to the portals could be from an error associated with connection to the portal.

If you are affected by this problem, phone us on 1300 287 539 option 2

If you receive the A899.01 Unknown Error, do the following:

• note the time you received the error – we can then match this to our error logs on our systems
• if you receive more than one error message, take a screen shot of each error message you receive.
• Also note:                                                           
  • what you were doing prior to receiving the error
  • the operating software you are using, for example Windows 7
  • the browser you are using, for example Internet Explorer 11
  • the type of connection to the internet you have, if it is – direct (for example ADSL model) or networked.
   
• Once you have this information, phone us on 1300 287 539 option 2.

Issues when generating pre-filling report, payment slip and printer friendly pages

Users may receive a blank page or be looped back to the original page.

This is caused by individual web browser or PDF settings.

• seek assistance from your IT provider.
• download the HTML version of the report for pre-filling.
• refer to the Browser settings for viewing and printing on how to update your settings.

Portal access for Safari (Version 12)

Updated – 18/09/2018

We are aware that users can no longer access the portals when using the new release of Safari (Version 12) in combination with an AUSkey.

Version 12 is packaged with the next release of MAC OS codenamed “Mojave”.

If you are impacted by this please switch to Firefox or Chrome to access the portals.

Refer to technical helpdeskExternal Link for further information on supported browsers.

Unable to login into portal for Safari version 10 and 11 and Internet Explorer users

Updated – 20/09/2018

If you have experienced issues logging in, we recommended clearing the Java cacheExternal Link. To do this:

For Microsoft Windows users:

• Click Start, then go to Control Panel
• Locate and double click the Java icon in the Control Panel
• Click Settings under Temporary Internet Files
• Click Delete Files
• Select all boxes and click OK on Delete Temporary Files window
• Click OK on Temporary Files Settings window
• Click OK to close the Java Control Panel.

For MAC OS X users:

• Double click your Mac hard drive
• Double click Applications
• Double click Utilities
• Double click Java Preferences
• Click the Network tab
• Click the Delete Files button
• When prompted to delete your temporary files for Java, make sure all boxes are selected with check marks
• Click OK
• Close the Java Preferences window

If you use an Oracle Operating System on your Macintosh computer:

• Click on Apple icon at the top
• Click the System Preferences icon to open
• Click on Java icon located under the Other section to open Java Control Panel
• In Java Control Panel click on Settings under Temporary Internet Files
• Click on the Delete Files button on Temporary Internet Files window
• Click OK to confirm delete

If you are still unable to access the portal, contact our technical helpdesk on 1300 139 373.

Portal login redirecting to myGov

Tax Agent Portal and Online services for agents (Beta)

Updated - 23/07/18

A time-out error may cause the Portal login ‘continue’ button to redirect to myGov.

Follow these troubleshooting tipsExternal Link to resolve the issue.

If you continue to experience difficulty connecting to our online services, you can phone us on 1300 287 539 option 2.

Google Chrome and Mozilla Firefox

Can’t login or authenticate OR Firefox upgrades early 2017

Updated – 16/05/2018

You will need to download the relevant browser extensionExternal Link to use your AUSkey with Firefox in Windows and Mac.

Alternatively, Business Portal users can use Manage ABN Connections (their myGov login details) to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

4305 Failed to Load Applet error

This error could be caused by a Java plug in error.

When attempting to activate/use an AUSkey, you may be prompted to enable Java. These prompts may appear in the address bar or elsewhere in the browser.

Follow these troubleshooting tipsExternal Link or phone us on 1300 287 539 option 2.

Access Manager Error

'AMP081 – Your attempt to login to Access Manager has been unsuccessful. You must be an Access Administrator to use Access Manager'

Under investigation

If you experience this issue phone us on 1300 139 373 or email your Name and ABN to technical.help@thd.ato.gov.au with the error message for instructions to resolve this issue.

Java and browser updates

If your Java software or browsers are not up to date you may have problems logging in.

Ensure that you have the latest version of Java.

If you still experience difficulty connecting to the portal, you can phone us on 1300 287 539 option 2.

Login link doesn't work

When clicking on the Login link to enter the portal sometimes the dynamic footer of the browser (invisible to users) covers the link and doesn't allow the mouse click to register.

• Maximise your browser window and try again.
• If this doesn't work click on the window once and then hold the control key down and use the scroll wheel on your mouse to roll the wheel to zoom out. An alternative is to hold the control key down and press the minus key to zoom out.

This should remove the footer and allow access to the Login link.

• Another approach for Internet Explorer 11 is to go to Compatibility view settings in the Tools menu and select Add. This will add the current website and automatically change the position of the footer to allow access to the link.

The login screen:

• hangs
• stays greyed out, or
• a system error screen displays

When logging in, the screen remains greyed out while loading and either fails to load and remains grey or results in the system error message 'An error has occurred while detecting your system configuration'.

The user is prevented from logging in.

This is a generic error that can have many causes.

AUSkey holders

Users are advised to try the following:

• refresh the page (press F5 or right click with the mouse and select refresh)
• close all browser windows and try again
• restart the computer and try again
• try another browser, for example if using Internet Explorer, try Chrome or vice versa
• update Internet Explorer (IE) trusted sites
  • open IE
  • select Tools > Internet options > Security > Trusted sites icon > click Sites button
  • Add these websites, including the asterisk (*)                              
                             
    • *.ato.gov.au
    • *.abr.gov.au
    • *.business.gov.au
     
   
• disable any of the following plug-ins (DivX, AVG Security toolbar, Skype). Contact 1300 287 539 for further assistance
• ensure Internet Explorer is opening in 32 bit mode (not 64 bit mode). 

AVG anti-virus users unable to log in

Some AVG anti-virus users are getting a system error message during the authentication process while logging into the portals.

There are three possible workarounds for this error:

• disable Link Scanner option in AVG
• in Internet Explorer disable the AVG add-on
• pressing F5 during the authentication screen while it is greyed out and before the error occurs.

Disabling the Link Scanner option in AVG is the preferred option.

The login screen displays 'an error has occurred with a result code 4402' (Safari 6.1 and 7)

AUSkey holders

• attempt to log in and then manually update Safari preferences:                                                             
  • open Safari Preferences
  • select Security
  • select Manage website settings
  • select Java on the left
  • click the drop down list next to authentication.business.gov.au and select Always allow
  • click the list again and select Run in unsafe mode (Note: This will not make the computer unsafe as the setting only controls access to the government website)
  • click Trust on the message that pops up
  • click Done and go back to the portal welcome page and attempt to log in again.
   

An alternative solution is to use the Chrome browser.

'Software download required' message when logging in using Internet Explorer version 11 (IE11)

Users are receiving this message even though they have already installed the AUSkey software.

The user is prevented from logging in.

AUSkey holders

IE11 appears to block AUSkey software by default. Users are advised to try the following:

• update browser settings:                                                           
  • select the Tool icon at the top right of the browser
  • click compatibility mode
  • add business.gov.au to the list.
   
• refresh the screen
• use alternate browser such as Chrome
• uninstall and reinstall the AUSkey software.

Alternatively, Business Portal users can use Manage ABN Connections to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

When an electronic revision is lodged for an activity statement and the client is a paper lodger, the lodgment delivery method for the next activity statement may incorrectly revert to electronic.

Updated – 02/03/2018

This is a known issue and we are working on a solution.

If you lodged the revision via Portal, SBR or ECI, to reactivate the paper delivery preference for your clients activity statements, call 13 72 86 FKC 1 4 1

If you lodged the revision via ELS the paper activity statement delivery preference can be reactivated by either;

• navigating to the Client Preferences section when in a client record in the Tax Agent Portal;
• completing the ELS Client Update Form;

Contact us on 13 72 86 FKC 1 4 1 to request that the paper activity statement delivery preference be turned on

'Save as' functionality for Activity Statements is changing

The saved copy of the activity statement is not readable

Updated – 18/09/2017

To save an activity statement with the formatting preserved;

• select the 'Print friendly version' button
• select the 'Print' button
• in the print window box, select the option to save to PDF or 'Microsoft XPS Document Writer' following the prompts to save

If you are still unable to save the activity statement in a readable format, contact our technical helpdesk on 1300 139 373.

'No ektron data found' error message when attempting to access activity statements for Portal users

Updated – 30/08/2017

This is a known issue and is currently under investigation.

Use an alternative lodgment channel;

• SBR
• ELS
• Lodge via Paper

If you are still unable to lodge, contact;

• for Tax Agents – 13 72 86 FKC 1 3 1 1
• all other business portal users – 13 28 66 option 3 4

Unable to view or lodge activity statements

When selecting an activity statement you may experience the following:

• A message displays that ad blockers are detected or your browser is unsupported

• Screen does not progress past the loading bar or

• Screen displays portal banner and menu only, all else is blank

Updated – 27/07/2017

Recent updates to the Portals have in some cases been impacted by the end users native internet browser settings that impact Activity Statements.

Ensure you are using the latest version of your browser.

Portals are no longer supported by Microsoft Vista or Windows XP

You may also need to update your Firefox or Chrome AUSkey browser extensionExternal Link

You should also check your AUSkey compatibilityExternal Link

If you use Internet Explorer update to IE11 and ensure ato.gov.au sites have been removed from 'Compatibility view'.

How to remove ato.gov.au sites from compatibility view in IE11:

• open browser
• navigate to the top right corner and select the Tools (cog icon).
• select Compatibility View Settings from the menu
• identify ato.gov.au (or any other ATO sites listed), select it, and click 'Remove'.
• Clear browser cacheExternal Link
• re-open and Login to Portal and access Activity Statements.

Check for browser add-ons or ad blockers that may be blocking the activity statement function. These will need to be turned off or disabled.

For the most common browsers :

• open the Menu or Tools from the Toolbar
• select Add-ons
• select Extensions
• search for content blockers and either disable or remove the add-on.

Alternatively, you may be able to add an exception so the add-on doesn’t run when you access the portal.

If you are still unable to resolve this issue, contact the ATO technical helpdesk on 1300 139 373.

Change in 'Submit' buttons

There has been a change to the buttons used to process or finalise Activity Statements.

Instalment activity statements

If no changes have been made, then clicking the “Continue” button will finalise the Activity Statement.

If you have made changes to the instalment activity statement then clicking the 'Submit' button will finalise the activity statement.

Business Activity Statements

By clicking on 'Lodge', the Activity Statement will be finalised.

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

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

Updated – 14/11/2017

This is a known issue and is currently under investigation.

• if one of your clients has this issue call us for assistance on 13 72 86 FKC 1 3 2

Error occurring when going from print friendly view to the report list

Updated - 30/09/18

This happens when moving from a print friendly view to the report list. This will require the user to login again.

We are working to resolve this problem as a priority.

‘No transactions found’ error occurring when you search using the ‘all clients’ function

Updated – 16/03/2018

This error may occur if your practice has a Trust\Trustee structure.

The ATO links your registered agent number to the TFN of the trustee, not the trust itself. The AUSkey you are using is generally linked to the ABN of the trust.

This issue is under investigation and we will advise when it is resolved.  Suggested workarounds are;

If trustee has an ABN;

• if you have an AUSkey for this ABN - you can use that AUSkey to access the portal. Before using it you will need to associate the RAN to the ABN in Access Manager.

• if you do not have an AUSkey - Apply for an AUSkey under the trustee ABN, then associate the RAN to the ABN in Access Manager.

If trustee does not have an ABN;

• bring a client into focus.  Then view the client's communication using the CCL.  

Unable to access or view communications

Intermittent issues are preventing viewing communications.

Updated – 16/01/2018

This is a known issue and is under investigation.

Download List

The ‘download list’ button does not open or save a list.

This is a known issue and is under investigation.

Internet Explorer 9 (IE9)

Some agents are unable to open the CCL when using IE9

Update your Internet Explorer browser to a later version or use an alternative browser such as Chrome.

Calendar date picker

The ‘Choose date’ calendar function does not allow you to select valid dates.

You will need to manually key in the date in the ‘From’ or ‘To’ field in the DD/MM/YYYY format.

HTML and PDF format

Some communications display as HTML format, while most is in PDF format.

HTML correspondence items currently relate to Activity Statement notifications from MyGov.

Client directory search – not showing inactive, cancelled and no role-active clients

A small number of users cannot see their non-active clients via the ‘client directory’ screen in the Tax agent portal

Updated – 16/10/2017

To view all clients;

• generate a client list in ELS or PLS and identify Inactive, Cancelled or No role-active clients;
• delete or choose to retain these clients (this can be completed via your software if the functionality is enabled)
• generate the client list which will show all clients

ASIC Registered Business Address is incorrect on the Portal

Updated – 06/08/2018

Registered business (Registered office) addresses are no longer maintained by the ATO.

• ASIC maintains the registered business address.
• ASIC updates are no longer shared with the ATO.
• Historical details held and displayed by the ATO are not updated.
• This data will be removed from display when Online services for agents replaces the agent portals

You will need to ensure ASIC has the correct details

Incorrect Spouse details displaying on Portal

Historic spouse details may still display via portals due to how this information was previously captured by ATO systems. This historic data is not utilised by ATO systems. New/Correct spouse details if advised will not be displayed via the portals.

Unable to update or add client contact details.

Some users may experience issues or receive an error message when attempting to update or add client contact details via the Tax Agent and Business portals.

Users are advised to contact us if they experience issues or receive an error message when attempting to update contact details for their clients via the Tax Agent and Business portals.

Clients' details may not be current

There are delays in processing information transferred from the Australian Business Register (ABR).

Functions that are affected by these delays include:

• ABN updates
• new role registrations
• updates of client information to other systems.

Details displayed on the portals and client reports may not display the most current information.

Changes to your clients' details have been captured by our systems, so we ask that you don't resend this information to us or phone us to have them updated.

We are treating this issue as a priority and have allocated additional resources to address the processing backlog.

Updating Client Addresses

Tax Bonus Payment role

You cannot update the Tax Bonus Payment role. If Select all is chosen you need to deselect the Tax Bonus Payment role before you can update the other addresses.

Portal showing incorrect status of 'not lodged' for recently registered clients

The portal is showing recently registered clients as not having lodged tax returns for financial years prior to the year they registered.

This is a known issue and no action is required.

You do not need to enter a return not necessary (RNN) for years prior to the client's registration. Our processing system is accurately showing that these returns are not necessary and no lodgment demand letter will be issued.

The 85% on-time lodgment requirement is calculated on the current year’s return and therefore there is no impact on the performance calculation.

You can check your list of expected lodgments using the Due lodgment report available through ELS, which provides a list of all clients with an expected lodgment. RNN and further return not necessary (FRNN) clients will not appear on the ELS Due lodgment report.

ATO is contacting me for clients I removed from my client list

This can occur when you have removed a client from your client list using the Tax Agent Portal but your registered agent number is still attached to one of the client’s accounts.

You can check which of your client's accounts are linked to you in the portal:

• from the portal home page enter the client's TFN/ABN.
• under Select the client view choose Authorisation summary
• click Search
• the authorisation summary list will appear.
• to remove your details from your client's accounts                                                            
  • click the Select all on this page button
  • then click the Remove client button.
  • the Authorisation – confirm postal address screen will be displayed.
  • update your client's postal address to ensure you no longer receive their mail by selecting one of the following options for each role:                                                          
    • Correct – if your client's postal address is to remain the same
    • Unknown – if you don't know your client's postal address
    • Update – to provide your client's last known postal address. 
     
   

Portal may timeout if you keep session open for an extended period

Updated - 07/09/18

This may impact lodgment of ESIC report.

We recommend that you logout of the portal and start a new session.

It may also be a good idea to clear the cacheExternal Link.

Error message when lodging or saving the Early stage innovation companies report in Tax Agent or Business Portals

Updated – 05/09/2018

Do not cut and paste content from other sources as this will result in an error. Enter details directly into the ESIC report.

The Early stage innovation companies report is located under Client forms in the Tax Agent portal.

For the Business Portal it is located under Online forms.

System unavailable error message when attempting to lodge ESIC report

Updated – 06/06/2018

This is a known issue and is currently under investigation

To ensure that the error does not occur, limit your characters to 200 when inputting information into the 'Description of the Innovation' field.

Unable to see the Early stage innovation companies report in Tax Agent Portal

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 in the Tax Agent portal.

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.

Unable to submit a file

When submitting a file to test or lodge, some users may experience an on-screen message displaying '0% upload'; with a message ‘Opening ATO Portal Takeon' – do you want to open or save this file’ even though the file has been received by the ATO.

The message is related to your browser.

Go to the File status screen to check that the file was successfully transmitted.

If the file status shows that the lodgment or test was not successful, select the link to download the validation report to view any errors or warnings that need to be corrected.

Certificate of Coverage form

Tax Agent Portal and Business Portal

Receipt number not provided once the Submit button is selected

Updated – 11/07/2018

If a receipt number is not provided after the first time you select the Submit button, this may cause the error message 'We're currently experiencing technical difficulties, please try again later' to appear. If this does occur do not press the Submit button again as this may create multiple lodgments.

If the receipt number is not provided once the Submit button is selected or the error message appears, send an email to;

SuperannuationBilateralAgreements@ato.gov.au  with the subject heading ‘CoC Request Multiple Lodgments'.

Provide the following information in your email in relation to the application you are trying to submit;

• your contact details
• Australian employer name and ABN
• Seconded employee name and Date of Birth

This will allow us to identify and process the application on your behalf, or contact you if further information is required.

Certificate of Coverage form

Tax Agent Portal and Business Portal

Unable to edit the authorised contact details when trying to amend a previously submitted certificate of coverage request

Updated – 24/05/2018

Where this occurs, send an email to;

SuperannuationBilateralAgreements@ato.gov.au  with the subject heading ‘CoC Request Authorised Contact Details’.

Provide the following information in relation to the application you are trying to submit;

• your contact details
• receipt ID of the request you are trying to amend
• details of the authorised contact you are trying to add to your request

We will contact you to assist with processing the request.

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

Certificate of Coverage form

Tax Agent Portal

Business Portal

Unable to select Australia as the secondment address country for Greek self-employed requests.

Updated – 19/07/2017

Continue to Lodge the Certificate of Coverage form with Greece selected as the country code within the secondment address section. 

There is no need for you to take any further action.

Certificate of Coverage form

Tax Agent Portal

Business Portal

Unable to attach documents

• file types must be .doc, .pdf, .gif, .jpg, or .png.
• other file type extensions such as .docx are not supported.
• up to 6 files, with a total size of 10MB.

If you are unable to attach documents to your request, send an email with a subject heading ‘CoC Request Documents <insert reference number of application>’ to SuperannuationBilateralAgreements@ato.gov.au Include the document you want to attach which must be in an acceptable format. If you are attaching more than one document, include all reference numbers in the email subject heading.

Superannuation Guarantee Charge Statement

Business Portal

Unable to calculate the SG shortfall for quarterly periods from July 2015

Updated – 20/03/2018

The SG shortfall will need to be manually calculated by applying the maximum contributions base for all quarterly periods from July 2015

Superannuation Guarantee Charge Statement

Business Portal

If you are claiming late payment offset please use the spreadsheet

Updated – 20/03/2018

If claiming late payment offsets please lodge using the Spreadsheet version 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

The limit to the date of birth year dropdown box does not go above 80 years old in the employee details section.

If you require an earlier year which is not available, select the oldest year and continue preparing the form.

Employee Share Scheme (ESS) Annual Report

Tax Agent Portal

Unable to locate the form

The form can be used to submit an ESS report for no more than 50 employees.

In order to access the form, the user must ensure the client has been added to their client list for the 'Income Tax' role.

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

To set required permissions in Access Manager:

• under ‘My Business’, select ‘Access and permissions’
• select the user to be modified
• select ‘Client’ tab
• under ‘ATO Transactions’, tick both the ‘Prepare’ and ‘Lodge’ check boxes next to ‘Employee Share Scheme Annual Report’
• under ‘Administration’, tick the ‘View and action own mail’ check box

To locate the form:

• select a client
• click on ‘Client Forms’ from the left hand menu
• choose ‘Employee Share Scheme Annual Report’ 

Employee Share Scheme (ESS) Annual Report

Business Portal

Tax Agent Portal

The form is not loading/working correctly when using Internet Explorer or Chrome.

Issue may be related to your browser.

Use an alternative browser such as Chrome.

Employee Share Scheme (ESS) Annual Report

Business Portal

Tax Agent Portal

The input data isn’t saving when using the options to ‘Save’ or ‘Save & Continue’.

Use the ‘Save & Exit’ button to save your input data to a server. This appears periodically throughout the form completion process.

Employee Share Scheme (ESS) Annual Report

Business Portal

Tax Agent Portal

Unable to print a form summary.

The form summary can be printed once the form has been submitted.

Employee Share Scheme (ESS) Annual Report

Business Portal

Tax Agent Portal

Input data is lost although the data is being saved (using ‘Save & Exit’) on one day and the draft form resumed on a different day.

Under investigation

Employee Share Scheme (ESS) Annual Report

Business Portal

Tax Agent Portal

Unable to add more than one scheme per employee

Under investigation

Employee Share Scheme (ESS) Annual Report

Business Portal

Tax Agent Portal

The ‘Plan date’ is showing as a mandatory field for ‘Startup schemes’

Under investigation

No plan date is required for Startup schemes.

Use the ‘Acquisition Date’ in this field until a fix is deployed.

Portal may be displaying an incorrect status of ‘not lodged’ for recently lodged returns.

Updated – 16/03/2018

The lodgment of returns will not be visible on the Tax Agent Portal until the returns are processed and the assessment amounts are posted to your clients' accounts. This includes updating of the lodgment status.

If you find the lodgment status has not updated within our service standards, contact us.

When you call ensure you have available the details of the lodgment including date of lodgment, time of lodgment, client TFN and software package used.

Preventing delays in processing returns

Portal may be displaying an incorrect status of ‘not lodged’ for a subsidiary member of a consolidated group when the subsidiary is not required to be lodged

This is a known issue and no action is required.

Our processing system is accurately showing that this return is not necessary and no lodgment demand letter will be issued.

Do not attempt to lodge a return not necessary for a subsidiary as an error message will be received.

The 85% on-time lodgment requirement is calculated on returns that are expected to be lodged and therefore subsidiary members with no return necessary will not impact your lodgment performance calculation.

You can check your list of expected lodgments using the 'due lodgment report' available through ELS, which provides a list of all clients with an expected lodgment. Subsidiary members of a consolidated group will not appear on the ELS 'due lodgment report'.

Portal may be displaying an incorrect status of ‘not lodged’ for some income tax years when there is backdating of further return not necessary (FRNN) for multiple years

The issue has been identified to occur when there is backdating of FRNN for multiple years. The FRNN is displayed for the first year of the non-reporting period and the current year the form was ‘received' in.

For example:

4. Outstanding lodgment for 2009, 2010, 2011 and 2012.
5. In May 2012 the agent requests an FRNN from 2009 or 30 June 2009.
6. Portal shows 2009 and 2013 years as lodgment 'not necessary'
7. Portal shows ‘Not lodged’ for 2010, 2011, 2012. This is incorrect.

Note: ATO internal systems 'end dates' the income tax role from 30 June 2009 and does not expect any further lodgments post 30 June 2009.

GAP years for FRNN lodged for multiple years post commencement date of a non-reporting obligation have the correct lodgment status of 'no expected lodgment required' in ATO systems.

Do not attempt to lodge a return not necessary.

Refer to ELS Due lodgment report to identify clients that have lodgment obligations.

The incorrect lodgment status displayed via the portal does not impact the agent's 85% performance benchmark relating to 'on-time lodgment requirement'.

Portal showing incorrect status of 'not lodged' for recently registered clients

The portal is showing recently registered clients as not having lodged tax returns for financial years prior to the year they registered.

This is a known issue and no action is required.

You do not need to enter an RNN for years prior to the client's registration. Our processing system is accurately showing that these returns are not necessary and no lodgment demand letter will be issued.

The 85% on-time lodgment requirement is calculated on the current year’s return and therefore there is no impact on the performance calculation.

You can check your list of expected lodgments using the Due lodgment report available through ELS, which provides a list of all clients with an expected lodgment. RNN and FRNN clients will not appear on the ELS Due lodgment report.

Unable to lodge return not necessary (RNN) or further return not necessary (FRNN)

Some agents are receiving a system error message telling them to 'Contact the ATO' when attempting to submit a RNN or a FRNN.

This is a known issue and no action is required if the following situations apply to your client:

• clients who recently registered for a TFN or ABN have a 'not lodged' status for income tax years prior to their registration. The portal is not able to accept RNNs for these years as they pre-date the clients' income tax registration. You do not need to lodge a RNN for income years prior to the year of registration. No action is required.
• clients who are a minor beneficiary member will have a ‘not lodged’ status on the portal, even though a return is not necessary. Our processing system is accurately showing that this return is not necessary and no lodgment demand letter will be issued. This will not impact your on-time lodgment performance.
• if your client is a Centrelink recipient, we may have determined that a return is not necessary for the year, and input a RNN on your behalf.
• your client may have failed the business rules related to completing an RNN or FRNN in portal. This is the case when the ATO has demanded lodgment of the year in question or the client has a child support obligation. The client will need to contact the ATO directly.

You can check your list of expected lodgments using the ELS Due lodgment report which provides a list of all clients with an expected lodgment. RNN and FRNN clients will not appear on the ELS Due lodgment report.

Incorrect year of commencement for lodged further return not necessary (FRNN)

If you lodged an FRNN for the 2011–12 financial year onwards on or after 1 July 2012, the FRNN is incorrectly commencing from the 2012–13 year. The lodgment status for that client for the 2011–12 year is showing as 'unlodged'.

This is a known issue, and we will input an RNN for your client to correct the income tax return lodgment for the 2011–12 year. Alternatively, you can lodge an RNN for the 2011–12 financial year, and an FRNN for the 2012–13 year onwards.

Further investigation is underway and the year of commencement of the FRNN will be corrected accordingly.

This issue does not occur when you lodge an FRNN using the portal.

Error received when sending portal mail attachments with ‘.xlsx’ file type

Updated – 11/10/2018

Currently under investigation.

Some users may receive an error message when attempting to send attachments with ‘.xlsx’ file type via portal mail. This may include deferral requests.  

In the interim, we suggest that you save the file as ‘Excel97-2003 Workbook(*.xls)” before attaching to your portal mail message

Secure messaging reminder emails

Alert email is currently working intermittently

Each time we send a secure message to your portal mailbox, we also send an email to alert you that a secure message is sent.

The alert email is currently working intermittently. We are investigating the cause of this issue.

Ensure you check your portal mailbox regularly for any secure messages from us.

Issues when generating pre-filling report, payment slip and printer friendly pages

Users may receive a blank page and or be looped back to the original page.

This is caused by individual web browser or PDF settings.

• seek assistance from your IT provider.
• download the HTML version of the report for pre-filling.
• refer to the Browser settings for viewing and printing on how to update your settings. 

Incorrect payment slip

The payment slip is displaying a previously accessed client’s details instead of the current client (including the name and client identifier).

This issue is caused by an Internet Explorer setting.

• go to the Tools menu then select Internet options and under the Temporary internet files section press the Settings button.
• check for newer versions of stored pages should be ticked as every visit to the page. 

Difficulties registering for GST and pay as you go withholding (PAYGW)

Some agents are receiving an intermittent error when attempting to register a client for GST and PAYGW.

Problem occurs when the client's email address is missing from the client contact screen.

Agents will need to enter and confirm the client's email address before commencing the registration process.

Trade Support Loan (TSL) information is not currently included in Portal pre-fill data

Updated – 27/03/2018

This is a known issue and is under investigation.

This issue impacts portal prefill data only. Prefill available through your Practitioner lodgment service (PLS) is not impacted by this issue providing it is not using the data extracted from the portal prefill reports.

The ATO will include any TSL amounts in your clients return prior to processing.

If TSL amounts are not included in the return when you lodge your system may generate an incorrect estimated assessment.

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

The FTE/IEE report is not being updated.

Under investigation

Not all FTE/IEE elections or revocations are displaying correctly on the FTE/IEE report

While we investigate, you should continue to lodge these forms. When processing commences, the report will update with all lodgments received.

If you need to confirm the FTE/IEE request has been received contact 13 72 86 FKC 2 1 3

Client running balance report – sort function

Client name sort function not working

This is a known issue to be fixed at a future date.

Sort by TFN only available.

Portal reports not displaying – open behind main browser screen

In certain circumstances reports are not displaying on 'in focus' window.

In certain versions of Internet Explorer (8–11) requested reports are generating in a window behind the portal main screen. It may appear that the report has not generated.

Check for other open windows and bring the report window in to focus.

Standard AUSkey holders unable to open pre-generated reports

This may be caused by clients remaining as ‘restricted clients’ in Access Manager when they are no longer on the practice client list.

An administrator AUSkey holder will be required to remove clients from within ‘Restricted Clients’ in Access Manager if they have been removed from the practice client list.

Issues when generating pre-filling report, payment slips and printer friendly pages

Users may receive a blank page or be looped back to the original page.

This is caused by individual web browser or PDF settings.

Seek assistance from your IT provider.

Download the HTML version of the report for pre-filling.

Refer to the Browser settings for viewing and printing on how to update your settings.

Unable to lodge company tax return due to incorrect duplication error

Updated – 16/10/2018

This is a known issue and is under investigation.

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 - 15/08/18

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

Update Y/N indicator and re-submit

Portal and 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 - 01/08/18

This is a known issue currently under investigation.

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 - 10/07/18

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).

Please contact the ATO on 13 72 86 FKC 312 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, please contact the ATO on 13 72 86 FKC 312 for further support.

Undefined exception or transaction error

Practitioner lodgment service (SBR enabled) software that also provides ELS services may return non-descript errors if user ELS profile information is not recorded in software product.

Add your ELS profile information to your software product.

Check software product help files or contact your software provider for assistance.

ELS and Windows 8 and 10 connectivity issue

Practitioner lodgment service (SBR enabled) software that also provides ELS service may be impacted by older versions of CISCO VPN Client.

Cisco VPN Client is not supported for Windows 10 and is best effort support for Windows 8.

Contact your PLS/SBR/ELS software provider for advice on updates and patching.

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.

Desktop software users:

• review your permissions in Access manager or contact your AUSkey Administrator.
• contact your AUSkey administrator to authorise your AUSkey for the relevant registered agent number.

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

Some returns lodged show data missing in their accompanying International dealing schedules

No action required.

All accounts impacted by this issue will be automatically corrected and the incorrectly imposed general interest charge (GIC) will be remitted accordingly.

ELS and Windows 8 and 10 connectivity issue

Cisco VPN Client is not supported for Windows 10 and is best effort support for Windows 8.

If you intend to use Windows 8 or Windows 10 for ELS lodgments contact your ELS software provider for advice. The Cisco AnyConnect product superseded VPN Client and is supported for Windows 8 and 10.

Some PAYG instalment status letters are not issuing to the preferred address selected on the Correspondence Preference (CP) form

Our system is not recognising specific correspondence preferences you may have selected for activity statement related mail, using the electronic lodgment service (ELS) CP form.

This issue only affects pay as you go (PAYG) instalment status letters, including:

• welcome letters
• exit letters
• rate variation letters.

These letters are currently issuing to the postal address recorded on your client’s activity statement account.

All other correspondence, including activity statements, are issuing to the selected correspondence preference.

Users are advised to contact us to update their correspondence preference for PAYGI.

Selected PAYGI correspondence preference (CP) not functional

The correspondence preference is experiencing errors and updates are not being recognised by our system.

Users are advised to contact us to update their correspondence preference for PAYGI.

ELS lodgment report number differs from the lodgment program performance summary

This may be due to further returns not necessary (FRNN).

Lodgment of a FRNN does not remove the client from your client list. FRNNs are not shown on the ELS reports as an expected lodgment, however they are included in the 85% on-time lodgment calculation for the year they are lodged.

ELS and Windows 8 connectivity issue

Old version of Cisco VPN Client does not support Windows 8.

Windows 8 and Internet Explorer 10

Internet Explorer 10 (IE10) launched from the ‘Metro’ (Start) screen in Windows 8 does not have any plug-in support.

This means that the AUSkey Java plug-in will not run and causes the following issues:

Failed to load Applet

Browser not supported

However, IE 10 works in Windows 8 via the Desktop mode

Option 1 – Update to Windows 8.1

Version 8.1 does not have this issue

Option 2 – Launch IE10 from Desktop mode

• select the Desktop icon from the 'Metro' Start screen
• launch IE10
• perform the AUSkey function required (for example, install the AUSkey, log in etc).

Option 3 – use another browser such as Chrome

Option 4 – Business Portal users can use Manage ABN Connections to access some government online business services. (Note: Manage ABN Connections is not available for the Tax and BAS agent portals).

Single Touch Payroll (STP) troubleshooting for employers and intermediaries

Updated - 15/08/18

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 - 16/07/18

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.

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.

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 client can access DASP Online or Tax Agent can lodge a paper claim form.

Users are unable to lodge using ECI

In order for ECI to work through your firewall try the following:

• ensure your firewall traffic allows the address eci.ato.gov.auExternal Link
• check your firewall allows the transmission of zip files to and from the URL address eci.ato.gov.auExternal Link and that your firewall does not strip headers from the packets that are transmitted from this address
• access Program control feature within your firewall and ensure that Sun Microsystems Java is given full access to the internet and not set to block. 

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.