• Troubleshooting for individuals

    You can use this page to troubleshoot known systems issues affecting ATO online services for individuals, including myTax and other related services.

    On this page:

    Accessing ATO online services

    Table 1: Troubleshoot known issues when using ATO online services

    Known issues

    What you can do

    Find out more

    A blank screen displays when navigating from myGov to ATO online services

    The screen is blank or fails to load.

    If using ad blocker software, make sure this is turned off or disabled.

    Try using another browser. Some users have reported using Mozilla FirefoxExternal Link or Google ChromeExternal Link has resolved their issue.

    If you have disabled ad blocker software and tried another browser and are still experiencing issues, phone us on 13 28 61.

    The following error message displays when accessing ATO online services:

    ‘This site is currently experiencing some technical difficulties’

    This message can be caused by a number of issues, including high usage during peak lodgment periods.

    Try again later, or try using another browser. Some users have reported using Mozilla FirefoxExternal Link or Google ChromeExternal Link has resolved their issue.

     

    If you have tried another browser and are still experiencing issues, phone us on 13 28 61.

    The following error message displays when submitting a non-lodgment advice:

    ‘This site is currently experiencing some technical difficulties’

    This message means that Online services has been unable to process your request.

    Phone us on 13 28 61 to lodge a non-lodgment advice over the phone.

    A solution is being developed to resolve this issue.

    A system issue error message displays
    Examples include:

    • A927.06 – The ATO system has encountered an unexpected error while processing your request.
    • Proxy error
    • Unknown error
    • Unexpected system error
    • Session terminated
    • Session expiry.

     

    Close all your browser tabs and windows, then:

    If the error persists, try clearing the cache in your browser using this method:

    • go to the help function/menu in your browser
    • search using the term ‘clear cache’
    • follow the instructions
    • return to myGovExternal Link and try again.

    Alternatively, try using another browser – eg Mozilla FirefoxExternal Link or Google ChromeExternal Link.

    If you are still experiencing issues, phone us on 13 28 61.

    The following error message displays when attempting to navigate from myGov to ATO online:

    'Cannot find link'

    This means your myGov account is not linked to the ATO.

    Return to the myGov Services page and check the ATO link status.

    If the ATO is not shown as linked, press the green link icon to begin the linking process.

    If the ATO is shown as linked, you'll need to click on the red unlink icon. Once you've received confirmation that the ATO has been unlinked, you should click the green link icon to re-link to us.

    If you require further assistance call us on 13 28 61 and select option 5 during our Extended- hours service window. You'll need three pieces of information (such as documents we've sent you) to establish your identity.

    Using myTax

    myTax 2016

    Table 2: Troubleshoot known issues when using myTax 2016

    Known issue

    What you can do

    When starting your tax return, 'Retrieving your prefill details' message is displayed but no progress is made.

    This may happen during periods when there are a large number of users accessing our online services.

    Navigate back to the home page and try again.

    No ‘Lodge’ button available on the ATO Online home page

    If you:

    • indicated that your last lodged tax return was your final return, and
    • now wish to lodge a 2016 return

    you will not be able to access myTax16 via ATO Online home page.

    The ‘Lodge’ button will not be present.

    Navigate to the ‘Income tax – not lodged’ page by following these steps:

    • select the ‘Tax’ tab on the ATO Online home page
    • then select ‘Income tax’ followed by ‘Lodge return’.

    A link to 2015-16 tax return will be available from this page. Follow further on-screen instructions to start your 2016 return.

    Compatibility issues with certain mobile devices

    Certain mobile devices (eg, Windows Mobile 8+) may render poorly when using some of the integrated tools (eg, the Depreciation and capital allowances tool).

    Save and exit your myTax return and resume on another device if available.

    This issue cannot be resolved; it is a compatibility issue with certain devices.

    Blank screen displayed when printing

    When you try and print your lodged tax return, you may get a blank screen.

    Try the following:

    • log out of myGov
    • clear the cache in the browser
    • close all browser windows
    • open a new browser window and try again (log back into myGov and access myTax).

    If this does not work, you should try a different browser. You may need to repeat the above steps using the new browser.

    myTax 2015

    There are currently no known issues with myTax 2015.

    myTax 2014

    Table 3: Troubleshoot known issues when using myTax 2014

    Known issues

    What you can do

    Find out more

    ‘You are not eligible to use this service’ message

    This message will display if you have pre-fill information for fields that are not catered for in myTax14.

    Common reasons include:

    • business income or personal services income
    • super income streams
    • lump sum payments
    • employment termination payments.

    The types of data that make you ineligible to use myTax14 are outlined in the myTax eligibility checklist.

    If you're not eligible to use this service, you can complete a paper tax return or use a registered tax agent.

    If you started your myTax14 return previously and get this message when you attempt to resume your return, it's likely to be because data reported and available for pre-filling was not available when you started.

    If you're sure you're eligible to use myTax14 and hadn't previously started your myTax return, phone us on 13 28 61.

    Save and resume function not working in myTax14

    This issue occurs when you have saved and attempted to resume your myTax14 return, but all of your information has not been saved.

    The save and resume option in myTax14 saves the tax return to your local device storage (browser storage). This saved return will be available for 28 days as long as you don't clear your cache or use private browser mode.

    It is unlikely the saved return can be reinstated so you should start your return again.

    You may seek further information from our Technical Help DeskExternal Link website or phone 1300 130 017.

    Private health insurance error message on Medicare screen

    You may get this error message if you have not selected the relevant tax claim code for your private health insurance policy details.

    Select the ‘pen’ icon to edit the relevant information. This will display the full details and allow you to select the relevant tax claim code.

    Instructions for selecting the relevant tax claim code are contained in the ‘help’ file – accessed from the link below the Private health insurance heading on the page.

    Linking the ATO to your myGov account

    When linking us to your myGov account you may receive one of the following error messages:

    Unable to verify

    Check you've entered your details correctly.

    • TFN – There should be no spaces.
    • Given name, family/surname and date of birth            
      • Check the name by which you're known to us on any recent letters that we've sent you.
      • If your given name or family/surname is longer than 40 characters, enter only the first 40 characters.
      • If you're known by only one name, leave the Given name field blank and enter your name in the Family/surname field.
    • ATO online services password – If you've forgotten your ATO online services password, you can still register by selecting 'No, I do not have an ATO online account' on the Getting Started page. You'll need to answer two 'questions specific to you' to link the ATO to your myGov account.

    Two attempts remaining / one attempt remaining

    Check you've entered your details correctly.

    • Work through the advice in Unable to verify (above).
    • Question specific to you    
      • Check the instructions, or click the question mark icon for advice on the format in which information should be entered.
      • Alternatively you can select another 'Question specific to you'.

    Linking lockout

    This occurs when you've had three failed attempts to link to us. For security purposes you won't be able to attempt to link for one hour. After the hour lockout has expired, you can re-attempt to link us to your myGov account.

    Password disabled

    Your password will be disabled if you've made too many failed attempts to enter your ATO online services password.

    You can still register by selecting 'No, I do not have an ATO online account' on the Getting Started page. You'll need to answer two 'questions specific to you' to link the ATO to your myGov account.

    Unable to complete link as myGov profile does not match customer record

    First, check that you've entered your details correctly.

    You can check:

    • the name by which you are known to us on any recent letters we've sent you
    • your myGov profile details by selecting the ‘Profile’ icon on the myGov home page.

    If the information shown in your myGov profile is correct, you need to update your details with us:

    • Contact us on 13 28 61 and select option 5. You can call 8:00am–8:00pm weekdays or 10:00am–4:00pm Saturday. You'll need three pieces of information (such as documents we've sent you) to establish your identity.

    If the information shown in your myGov profile is not correct, you'll need to contact one of your linked profile member servicesExternal Link (eg Centrelink or Medicare) to update your profile details.

    Ineligible to link

    If you’re lodging your first tax return or you're an infrequent lodger, you may receive an error message when trying to link your myGov account to us because we don’t have the information needed to confirm your identity yet.

    Contact us on 13 28 61 and select option 5. You can call 8:00am to 8:00pm weekdays or 10:00am – 4:00pm Saturday. You'll need three pieces of information (such as documents we've sent you) to establish your identity.

    Using the ATO app

    Table 4: Troubleshoot known issues when using the ATO app

    Known issues

    What you can do

    Find out more

    Error when attempting to upload myDeductions to the ATO

    The following error message displays when attempting to upload myDeductions records to the ATO:

    ‘Unable to upload your records’.

    This message may be caused by a number of issues.

    Check for any known system issues currently affecting the ATO app – see System maintenance.

    • Ensure your device is connected to the internet.
    • Ensure you have the latest version of the app installed.
    • If you have trips recorded using the point to point method, ensure you have entered a start and end location.
    • Try again later.

     

     

    If you continue to receive this error, you can phone us on 13 28 61 to report the issue.

    myDeductions point to point trips

    Trips recorded between 15 and 22 June 2016 using the point to point method may have an incorrect address. For example, you selected Genge St Canberra, but the location was then recorded as a different location.  This only applies if the address was selected from the automatically populated list. 

    This issue impacted 8–10% of addresses Australia wide during this period.

    • This issue has been resolved for new trips added from 23 June 2016.

    If you saved a trip with an incorrect address, and the screen freezes when attempting to edit these trips, ensure you have the latest version of the app installed.  

    If you are still experiencing issues, phone us on 13 28 61.

    myDeductions and saved results blank screen

    Some users may see a blank screen when accessing myDeductions or saved results in version 5.7.0 (released 1 July 2016).

    This issue has been resolved. Ensure you have the latest version of the app installed.  

    If you are still experiencing issues after updating the app, phone us on 13 28 61.

    Claiming deductions in myTax

    Some users may believe that they have to use the ATO app to claim deductions in myTax.

    • You do not need to use the ATO app's myDeductions tool to upload your deductions into myTax. This tool was designed to make it easier to record your deductions throughout the year.
    • Deductions can still be added directly into myTax by following the steps and completing all applicable fields. The 'Get my deductions' button should only be used if you have recorded deductions in the app which you would like to upload.

     

    If you require assistance with myTax, phone us on 13 28 61.

    Last modified: 02 Dec 2016QC 41368