Duplicated correspondence for my client with different issue dates and delivery channel are visible in Client Communication History

Added – 09/06/2021

This problem is caused by a timing issue when a Client’s myGov account is de-linked at the same time a communication is being prepared for issue via the myGov account.

When the first item is sent, a copy is immediately sent to the communication history database. However, if it is returned as an unsuccessful delivery, due to the client having de-linked from their myGov account, the item is re-issued as paper, with a subsequent copy sent to the communication history database. This causes the problem observed.

The item re-issued as paper will retain the original issue date of the first item but the issued date displayed in the Communication History List is the original issue date that would’ve been displayed had the item been issued as paper. Generally this is 3 days prior to the issue date on the correspondence to allow for printing and posting.

We are establishing a remediation process to sweep the communication database daily to remove duplicate transactions. Agents may at times still find multiple versions of items in the communication history list depending on when they generate their list. Agents are encouraged to action the second item.

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

Added – 06/06/2021

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

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

Correspondence is opening as a text file with certain browsers

Updated – 09/06/2021

Some agents may encounter an issue when they attempt to open correspondence that will open as a text file.

To view correspondence we suggest that you download and save the file.

An alternative option is to use a different browser to open the correspondence.

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

Added – 14/05/2021

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

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

A 403 – Forbidden prompt received when clicking in Forms and then selecting ‘Lodge an Objection’

Added – 14/04/2021

Access manager permissions have been updated.

We recommend checking the user has both of the following permissions to access the ‘Lodge an Objection’ form:

• Agent.Mailbox.View permission
• ‘Prepare’ and ‘Lodge’ for Objection and private ruling applications.

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

Added – 14/04/2021

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

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

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

ICAP error message appears when navigating OSFA
using a chrome web browser.

Added - 07/04/2021

This is a known issue and we are working to resolve it.

We recommend logging out and logging back in to OSFA to resolve the issue.

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

Added - 17/03/2021

This is a known issue. We are working to resolve the issue as a priority.

To ensure that you don’t receive an error message

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

Client details appear on Agent level screens

Added - 17/03/2021

This is a known issue if you:

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

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

This is a display issue only and we are working to resolve as a priority.

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

Added - 23/04/2021

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

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

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

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

Added - 16/03/2021

This is only impacting a small number of tax professionals.

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

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

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

If the address is incorrect contact us on 13 72 86 FKC 3 3.

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

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

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

Added - 04/03/2021

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

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

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

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

Updated – 17/03/2021

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

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

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

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

Added - 03/02/2021

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

The Practice Mail Topic Higher Education Loan Account (HELA) has no Subject selections in the Subjects drop down, stopping messages under this topic from being sent

 Added - 15/01/2021

The missing Subjects relate to;

• HECS (Higher Education Contribution Scheme)
• HELP (Higher Education Loan Programme)
• SFSS (Student Financial Supplement Scheme).

If you have a query regarding these Loan accounts call 13 72 86 FKC 1 2 1.

We are working to resolve this as a priority.

Multiple Rows displaying for same income tax year when viewing the For Action – Lodgments Section in Client Summary screen for my client

This is a known issue

Added - 07/01/2021

This occurs when your client is completing their myTax return in ATO Online for individuals.

Each time they Save and Exit the return it creates a new row for that years Income tax return in the For Action section of Online Services for Agents.

Once the Income tax return is actually lodged it will no longer display in the For Action – Lodgments section.

It is important to undertake regular reviews of your client list.

I am unable to lodge my client’s activity statement with a PAYG instalment obligation after selecting ‘Save and continue’.

The ATO recently changed your client’s PAYG instalment rate or amount due to the company tax rate cut not being applied correctly.

Added - 23/11/2020

If this has impacted you, provide details of the clients by sending a message through Online services for agents and we will lodge these on your behalf.

To do this;

• select ‘Practice mail’
• select 'new message'.
• choose ‘Activity statements’ as the mail topic.
• choose ‘How do I complete my activity statement?’ as the mail subject
• Confirm the instalment rate or amount you wish to use in the body of the message.

We apologise for the inconvenience this has caused.

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

Added – 23/11/2020

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

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

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

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

Added – 11/11/2020

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

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

We are working to resolve as a priority.

Lodging a Taxable payments annual report (TPAR) – File formats unable to be processed

Added – 06/11/2020

To lodge a TPAR using the file transfer function your software must create a TPAR data file to the required specificationsExternal Link.

We cannot process scanned or photocopied TPAR forms, spreadsheets or word processing files such as .pdf, .doc, .xls, .jpg, .tiff.

Unable to add a client using a WPN

Added – 27/09/2020

Unable able to add a client using a WPN.

We are working to resolve as a priority.

Contact us to add the client.

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.

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.

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.

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 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

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.

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

Added - 05/05/2021

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

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

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

Added – 01/03/2021

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

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

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

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

Added – 01/03/2021

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

• Temporary full expensing and Backing business investment schedule – SAP or lodging a tax return for a part year
• Loss carry back claim form – 2020–21 Early balancer SAP or lodging a company tax return for part year

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

 Added - 17/02/2021

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

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

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

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

in receipt of a Capped defined benefit income stream (reported at Label 7M of the main IITR)

over 60 years of age,

Where:

the benefit is made up only of ‘Taxed’ elements

and

they have had tax withheld.

Added – 13/01/2021

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

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

In this specific scenario agents should:

• include a single dollar ($1) in the 'Superannuation income stream tax free component' field,

and

• place a $0 in all other fields identified in validation rule VR.ATO.INCDTLS.000014.
•  

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

5A/T9 Instalment amount on activity statement adjusted

Online services for agents and PLS/SBR

Added – 24/03/2020

This occurs when the varied amount at Label T9 does not equal the system calculated value that is based on the amount you have provided at Label T8.

You may be required to report an amount at Label T9 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.

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

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.

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

Added – 18/03/2021

If you receive CLR000001 error;

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

Slowness or STA000001 error when verifying an identity document;

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

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

myGovID authentication

Updated – 21/11/2019

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

Filtering communication history results in a stalled process or spinning wheel

Added – 23/04/2021

We are working to resolve this as a matter of urgency.

Copy of return requests via Secure Mail not available until May

Added – 23/04/2021

If the request is not urgent send the request via secure mail using Online services for business in May 2021.  

Urgent requests can be sent via secure mail in the Business Portal.

When attempting to access Superfund administration accounts using cross entity authorisation arrangements some users are receiving a technical error

Added – 23/04/2021

We are working to resolve this as a matter of urgency.

When submitting an Auditor Contravention Report the following error may show if you have not completed all the mandatory fields correctly 'An error has occurred we are currently experiencing technical difficulties'  

Added – 01/03/2021

Ensure you have completed all mandatory fields, including the Auditor Postal address before attempting to lodge the form.

The context selection page is not displaying all business names next to the ABNs

Added – 20/01/2021

You can still transact on behalf of these entities. We are working through a permanent fix as a priority.

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.

When attempting to access Superfund administration accounts using cross entity authorisation arrangements some users are receiving a technical error

Business Portal

Added – 23/04/2021

We are working to resolve this as a matter of urgency.

Unable to view JobKeeper form button in compatibility mode in Internet Explorer

Business Portal

Updated – 07/10/2020

To view the JobKeeper button;

• Remove compatibility mode when using Internet Explorer

or

• Use an alternative browser such as Firefox.

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 version (XLS, 526KB)This 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 version (XLS, 526KB)This 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 1 

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.