Summary
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Action required
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ABNs listed in the ABN selector screen disappear after refreshing the screen
Added – 27/09/2020
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Refresh the screen again and your ABN list will display.
We are working to resolve as a priority
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Unable to add a client using a WPN
Added – 27/09/2020
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Unable able to add a client using a WPN.
We are working to resolve as a priority.
Contact us to add the client.
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On-demand income tax lodgment status report
Added – 10/08/2020
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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.
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Unable to add clients - Attempts to add a client result in error message 'has not been added as client'
Added – 28/07/2020
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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
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Activity statements incorrect effective date on the accounts transaction screen
Updated – 27/08/2020
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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.
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HTML and CSV format downloads of Statement of Account not displaying expanded transaction view
Added – 03/05/2020
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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.
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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
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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.
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5A/T9 Instalment amount on activity statement adjusted
Online services for agents and PLS/SBR
Added – 25/03/2020
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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
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Practice mail – Unable to see Practice mail after logging in with a myGovID
Added – 19/03/2020
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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.
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Practice mail – Unable to bulk allocate more than 30 items between mailboxes at a time
Added – 19/03/2020
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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.
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Error received when sending mail attachments with ‘.x’ file type
Added – 18/02/2020
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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.
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Pre-generated – Year to date interest summary reports are displaying discrepancies.
Updated – 22/01/2020
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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
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Pre-generated – Year to date revenue product summary reports are displaying discrepancies.
Updated – 22/01/2020
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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
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Pre-generated – PAYG Instalments reports are displaying discrepancies.
Updated – 22/01/2020
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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
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General interest charge (GIC) null display on Statement of account debit and credit
Updated – 29/12/2019
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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.
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Accounts transactions – payments with the same effective and processed date
Updated – 29/12/2019
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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.
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Pre-fill reports – After adding a client I am not returned to the search field to add another client
Updated – 06/08/2019
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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.
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Unable to view lodgment program data.
Know issue impacting agents that operate under a trust to trustee structure
Updated – 27/05/2019
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We are currently investigating.
We will provide more information once more information is known.
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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
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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.
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‘Enter letters only’ error when attempting to enter a country into the other field when updating addresses
Updated – 18/03/2019
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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
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Predictive search is only displaying 10 matches when more than 10 are expected
Updated – 07/02/2019
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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.
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Authorisation issues – client account
Do not have authorisation to act on behalf of a client for all relevant accounts
Updated – 07/02/2019
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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.
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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
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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.
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No response when selecting ‘Print friendly version’ on some pages.
Updated – 07/02/2019
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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.
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'Software download required' message received when using Internet Explorer
Updated – 31/01/2019
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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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