Summary
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Action required
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Error message “There is no record found for the specified search criteria." received when attempting to add clients using client name field in Access Manager
Added 20/06/2022
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Until this issue is resolved, to add a restricted client, search using the client Id field.
If you have concerns about who is accessing certain client records in your practice you can use the Access history report in Access Manager.
The Access history report shows who, and when users have logged in to an online service and for registered agents which clients have been accessed.
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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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All communication history search results do not all display when the ‘results per page‘ drop-down list is set to 50 or 100 per page
Added 30/03/2022
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Set the ‘results per page’ drop-down list to 25 or confirm results by using the communication history ‘download’ function.
This is a known issue that we are working to resolve.
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STP deferrals and exemptions page loads slowly for internet explorer users
Added 17/03/2022
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Using an alternate Internet browser is suggested to avoid this issue.
For more information on supported desktop browsers see minimum system requirements.
This is a known issue that we are working to resolve.
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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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Error received when the mobile phone number or email address is pre-populated in the payment plan reminder preferences page
Updated 10/03/2022
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The email or SMS details need to be removed and re-entered or manually entered if the field is blank, to proceed without error.
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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'Communication history' screen does not progress from the loading page, after search
Added 23/02/2022
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This occurs when no results are generated based on the filters you have selected. To resolve or re-attempt:
- Increase the range or add additional filters.
- Refresh the browser page to return to the communication history search screen.
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Special professional income averaging (SPIA) gift apportionment has not occurred for 2019, 2020 and 2021 income tax years
Updated 28/01/2022
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This issue is impacting some individual clients; no further action required. To ensure SPIA calculation correctness for impacted and future year assessments, amended assessments will be sent out February 2022.
Amended assessments will not be created if the period of review has expired or if the apportionment adjustments are deemed to be insignificant.
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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 your 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 the 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' or a login error received when logging into Online services for agents
Added 12/11/2021
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This may occur if you have verified your identity between 29 October and 3 November 2021. If this occurs, you need to ensure you still have ‘standard’ myGovID identify strength before Online services for agents can be accessed. To confirm:
- Log in to 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’.
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New and existing clients that are entering and re-entering into PAYG instalments are automatically defaulted to a digital channel preference
Added 13/08/2021
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If no channel preference exists or for new and returning PAYG instalment clients, the paper channel preference will be applied.
If you have a paper channel preference, we will reissue the paper instalment notices for the period ending June 2021.
All PAYG instalment notices with a 28 July 2021 due date will be deferred until 30 August 2021. You will need to vary or pay by the new due date.
All previously issued PAYG instalment notices with a due date after 30 August 2021 that went to the incorrect channel will be cancelled and re-issued to the correct channel unless they have already been finalised.
Penalties or interest applied for missed payments or lodgments because of this error will be removed or remitted.
We apologise for the inconvenience caused. Phone 13 72 86 Fast Key Code 2 1 1 for further information or to discuss your client’s circumstances.
This is a known issue that we are working to resolve.
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AMP999 error received when attempting to download the 'access history report' if there are more than 1000 rows
Added 06/06/2021
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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.
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I receive the error message 'no Australian business number (ABN) found' when logging into Online services for agents
Added 14/04/2021
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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 in to 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’.
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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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PAYG instalment and fringe benefit tax (FBT) instalment tax credits are not displaying immediately in the client’s account
Added 03/02/2021
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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.
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Error message when attempting to add employees, submit payment instructions or update details in Small Business Superannuation Clearing House (SBSCH)
Added 23/11/2020
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Users are unable to add employees, submit payment instructions or update details in the clearing house.
This occurs when using Firefox browser. To resolve, we suggest that you update the browser to version 83.0 or later.
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Online services for agents practice home screen displays after attempting to access the ABN selection screen via the ABN and RAN selector drop down
The first time selecting the ABN and RAN selector drop down change link, you are directed to the practice home page instead of the ABN selection screen
Added 11/11/2020
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To access the ABN selection screen, return to the ABN and RAN selector drop down and select change again.
This will need to be done each time you log in to Online services for agents.
This is a known issue that we are working to resolve.
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Unable to add a client using a withholding payer number (WPN)
Added 27/09/2020
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Unable able to add a client using a WPN.
Contact us to add the client.
This is a known issue that we are working to resolve.
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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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HTML and CSV format downloads of statement of account not displaying expanded transaction view
Added 03/05/2020
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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.
This is a known issue that we are working to resolve.
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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 my old AUSkey mailbox
Updated 27/08/2021
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Each myGovID has its own mailbox. When you log in you will only see the mail for the myGovID you have logged in with, unless you have been given access to other users mailbox in access manager, or you are an administrator.
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).
It is good practice to end date the AUSkey in Access Manager once all the mail has been moved from the old AUSkey mailbox.
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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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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, select search and add field
- using the keyboard press shift + tab twice to return.
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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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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, 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 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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