Summary
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Action required
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Error received when attempting to access My Details in the My Practice menu
Added 13/02/2023
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Your practice details are maintained as per the Tax Practitioners Board register.
If your details do not reflect the register, phone 13 72 86 Fast Key Code 3 2 2.
This is a known issue that we are working to resolve.
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Error message ‘The attachment service is currently unavailable. Try again later’ received when attaching an ATO PDF form in Practice Mail
Updated 06/09/2022
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To prevent this error, use the Save form button that is in the form. Then attach the PDF to your practice mail message.
For further information go to Deferrals forms for registered agents.
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Error message received when attempting to update Financial Institution Account (FIA) details
Added 28/07/2022
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If you receive this error phone 13 72 86 Fast Key Code 1 2 5 2 to update the financial institution account details.
This is a known issue that we are working to resolve.
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Quick links not responding when clicked
Updated 17/05/2022
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The quick links redirect you to the Online services for agents menu item, your anti-virus or anti-malware software may be interpreting this as redirecting you to an untrusted location.
What you need to do:
- Whitelist the ato.gov.au domain in your anti-virus and anti-malware software.
Your anti-virus and anti-malware software may also require exceptions specifically for onlineservices.ato.gov.auExternal Link
If you need further support, contact the technical helpdesk on 1300 139 373
Ensure you have at hand details of the problem, internet browser and anti-virus and anti-malware software you are using.
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On-demand income tax lodgment status report missing clients that don’t have due lodgments
Updated 10/03/2022
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Clients not obligated to submit tax returns, are no longer included in this report.
For more information go to Client list. To obtain your client list data use Advanced search or View client list.
This is a known issue that we are working to resolve.
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On-demand activity statement outstanding lodgment report; not displaying valid withholding payer numbers (WPN's)
Updated 10/03/2022
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This is a known issue that we are working to resolve.
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Outstanding activity statement on-demand reports return an incorrect withholding payer number (WPN) for some clients
Added 04/02/2022
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Phone 13 72 86 Fast Key Code 3 2 2 to confirm your clients WPN.
This is a known issue that we are working to resolve.
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On-demand income tax lodgment status report; missing middle initial in client's names for sole traders and individuals
Updated 10/03/2022
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This is a known issue that we are working to resolve.
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Lodged attribution managed investment trust (AMIT) tax return, not appearing under the income tax ‘history’ tab
Added 03/03/2022
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If the trust return does not appear as outstanding under the ‘not lodged’ tab, you can confirm lodgment has been processed by reviewing the income tax account transactions.
The income tax lodgment status report (current year + previous 3 years) will display the status of your clients not lodged, lodged and not necessary Income tax returns including AMIT returns.
To download:
- go to Agent homepage
- select Reports and forms then Reports
- scroll to the relevant report type
- scroll to ‘Income tax lodgment status report’ (current year + previous 3 years)
- select Request.
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Outstanding activity statements On-demand report may provide an incorrect registered agent number (RAN) for some clients
Updated 07/03/2022
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RANs in the activity statement outstanding lodgment report may display incorrectly.
To confirm the registered agent linked to the account, refer to the client level menu ‘profile’ and then select Maintain authorisations.
This is a known issue that we are working to resolve.
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Outstanding activity statements on-demand report is providing incorrect payment reference numbers (PRN) for activity statement and income tax instalment for non-ABN clients when opened in Excel
Updated 21/01/2022
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To ensure the PRN displays correctly you will need to Download and then Import the csv file into Excel. If the data is not imported, it could provide incorrect PRNs and result in misallocated payments.
To import:
- Open Microsoft Excel
- Select Data menu > Get data > From file > From text or csv
- Choose the downloaded report csv file and select Import
- Set the data type detection to Do not detect data types
- Select the Transform button
- When the data has loaded, select Close and load to add the data into an Excel workbook.
Refer to Excel help search for instructions on how to use this function by searching import csv.
All other fields will appear correctly.
Refer to payment options in the client level accounts summary to check the correct activity statement and income tax instalment PRN for non-ABN clients.
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Payment reference number displays as a formula on activity statement On-demand report
Updated 21/01/2022
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To access the correct values for all PRNs in the report:
- Open the downloaded report csv via Excel 'get data' import function for txt or csv
- Set the data type detection to Do not detect data types
- Select the Transform button.
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Error message 'No Australian business number (ABN) found' received when logging into Online services for agents
Updated 20/03/2023
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Check your myGovID is linked to the relevant practice in RAM. If not, find out how to get started with RAMExternal Link.
If your myGovID is already linked to the practice, log in to your myGovID app and check your identity strength at the top of your dashboard or by selecting My identity.
If your identity strength is:
- Basic, you’ll need to verify your identity to at least a Standard identity strengthExternal Link – where you’re unable to achieve a Standard identity strength you may be able to access Online services for agents with a Basic myGovID
- Standard or Strong, you’ll need to set up your myGovID againExternal Link – where you’ve transferred your app to another device, select Reset app within your myGovID app’s Settings before you set up your myGovID again.
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Family trust elections (FTE) and interposed entity elections (IEE) report
The FTE and IEE report may not be displaying for some clients as expected
Added 04/03/2021
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Some client FTE and IEE elections or revocations may not be displaying as expected on the FTE and IEE report in Online services for agents.
You should continue to lodge these forms. Elections and revocations will continue to process as expected against the intended client record.
If you need to confirm the FTE and IEE request has been received due to information not present on the FTE and IEE report, phone 13 72 86 Fast Key Code 2 1 3. ATO operatives can validate the receipt and statues of an election or revocation received by checking internal systems.
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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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5A and T9 instalment amount on activity statement adjusted
Online services for agents and PLS and 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 that is greater than 25%, 50% or 75% of the estimated tax for the income year. To ensure accurate reporting of PAYG, review the instalment amount before lodging or resubmitting the form.
To work out the correct T8 amount to use in each quarter refer to the information below:
- For the first quarter in the income year that you are liable to pay an instalment, multiply T9 by 4
- For the second quarter in the income year, add quarter 1 and 2 instalment amounts then multiply by 2
- For the third quarter in the income year, add quarter 1, 2 and 3 instalment amounts, divide by 3 then multiply by 4
- For the fourth quarter in the income year add quarter 1, 2, 3 and 4 instalment amounts.
This does not take into account any 5B credits that may have been claimed in previous quarters.
For assistance phone 13 72 86 Fast Key Code 1 4 1.
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Practice mail – Unable to access the practice mail in AUSkey mailbox
Updated 20/03/2023
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While AUSkey can no longer be used, the associated mailboxes still exist for reference purposes.
To access practice mail in these mailboxes, it needs to be transferred to the mailbox associated with your myGovID.
If you:
- have not been given access to other mailboxes in Access Manager, an administrator (principal authority or authorisation administrator) needs to allocate the mail to you
- have been given access to other mailboxes in Access manager, you can transfer the mail yourself.
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 menu 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.
Once transferred, the mail will appear as unread.
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Error received when sending mail attachments with ‘.xlsx’ 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 ‘Excel 97-2003 Workbook (*.xls)' before attaching to your practice mail message.
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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. Sighted users can do this by clicking on the chevron at the end of the transaction line.
Note: This is the same for the print friendly version of this report.
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Unable to view lodgment program data
Known issue impacting agents that operate under a trust to trustee structure
Updated 27/05/2019
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This is a known issue that we are working to resolve.
We will provide more information once more information is known.
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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, phone 13 72 86 Fast Key Code 3 3.
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Predictive search is only displaying ten matches when more than ten are expected
Updated 07/02/2019
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Predictive search only returns ten matches in the drop-down 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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