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

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.

Quick links not responding when clicked

Updated 17/05/2022

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.

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

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.

STP deferrals and exemptions page loads slowly for internet explorer users

Added 17/03/2022

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.

On-demand income tax lodgment status report missing clients that don’t have due lodgments

Updated 10/03/2022

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.

On-demand activity statement outstanding lodgment report; not displaying valid withholding payer numbers (WPN's)

Updated 10/03/2022

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

Outstanding activity statement on-demand reports return an incorrect withholding payer number (WPN) for some clients

Added 04/02/2022

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.

On-demand income tax lodgment status report; missing middle initial in client's names for sole traders and individuals

Updated 10/03/2022

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

Error received when the mobile phone number or email address is pre-populated in the payment plan reminder preferences page

Updated 10/03/2022

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.

Lodged attribution managed investment trust (AMIT) tax return, not appearing under the income tax ‘history’ tab

Added 03/03/2022

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. 

'Communication history' screen does not progress from the loading page, after search

Added 23/02/2022

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. 

Special professional income averaging (SPIA) gift apportionment has not occurred for 2019, 2020 and 2021 income tax years

Updated 28/01/2022

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.

Outstanding activity statements On-demand report may provide an incorrect registered agent number (RAN) for some clients

Updated 07/03/2022

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.

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

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.

Payment reference number displays as a formula on activity statement On-demand report

Updated 21/01/2022

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.

Error message 'no Australian business number (ABN) found' or a login error received when logging into Online services for agents

Added 12/11/2021

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’.

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

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.

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.

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 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’. 

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

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.

PAYG instalment and fringe benefit tax (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.

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 the clearing house.

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

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

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.

Unable to add a client using a withholding payer number (WPN)

Added 27/09/2020

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.

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.

HTML and CSV format downloads of statement of account not displaying expanded transaction view

Added 03/05/2020

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.

5A and T9 instalment amount on activity statement adjusted

Online services for agents and PLS and 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 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

Practice mail – Unable to access the practice mail in my old AUSkey mailbox

Updated 27/08/2021

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.

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 ‘Excel 97-2003 Workbook (*.xls)' before attaching to your practice mail message.

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. 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.

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, select search and add field
• using the keyboard press shift + tab twice to return. 

Unable to view lodgment program data

Known issue impacting agents that operate under a trust to trustee structure

Updated 27/05/2019

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

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, phone 13 72 86 Fast Key Code 3 3.  

Predictive search is only displaying ten matches when more than ten are expected

Updated 07/02/2019

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.

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.

Notice of assessment ‘Other information relevant to your assessment’ section shows labels being adjusted from 0 to 0.

Added 27/05/2022

No further action required; this is a display issue only and does not impact the clients tax assessment.

Compulsory HELP repayments levied for some client’s that are exempt due to having a spouse or dependants and if (due to low family income):

• entitled to a reduction of the Medicare levy
• do not have to pay the Medicare levy.

Added 27/05/2022

The compulsory HELP repayment will have decreased the balance of the client’s existing HELP debt or may have repaid the debt in full.

A client may request an amendment of their assessment to receive a refund to the value of their compulsory HELP repayment. The client must be made aware that an amendment of their assessment will reinstate the previous outstanding HELP debt balance.

A tax agent wanting to proceed with an amendment of the assessment on behalf of their client can lodge an objection to the assessment.

How to lodge loss carry back for 2022 future year returns with substituted accounting period (SAP) to enable amendments post 30 June 2022

Added 20/05/2022

Labels to enable 2023 losses to be carried back using the 2022 service are not available in SBR and PLS electronic lodgments. 

Agents will need to amend by using the 2022 service or lodge on paper.

Medicare Levy Surcharge commencement and finalisation dates for client health funds (multiple funds within the financial year) are not available via SBR pre-fill service

Updated 29/03/2022

This information is available in pre-fill that is accessible through Online services for agents.

Unable to electronically progress income tax returns for client's aged between 35–39 years old, who received 'working holiday maker' income

Added 24/03/2022

If you receive this error lodge a paper income tax return.

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

Error CMN.ATO.CTR.428057 received when attempting to electronically lodge company tax return

Added 15/02/2022

This error occurs when the total salary and wages expense at ‘financial and other information’ (label 8D) is greater than ‘total expenses at profit and loss’ (6Q) due to negative cost of sales (label 6A).

If you receive this error lodge a paper Company tax return.

Error message received when managed fund distribution values at item 13 are left blank

Added 21/01/2022

To resolve this error input zero into the values at item 13.

CMN.ATO.CLNTCOMM.EM941312 error message received when attempting to download client communication if a tax agent is using a trust to trustee organisational structure

Added 21/01/2022

If you receive this error, you will be required to use Online services for agents.

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

VR.ATO.IDS.440005 error message ‘expenditure and revenue information is incomplete’ received when attempting to lodge company tax returns (CTR) with international dealings schedule (IDS)

Added 23/12/2021

This can occur when item 3 is completed with item 11 label g.

If an expenditure or revenue amount is completed for either.

'Did you have dealings with international related parties?' or 'Did you have dealings with international related parties located in specified countries?', there must be at least one expenditure or revenue amount greater than zero at one of the following:

• 'Did you have any international related party dealings involving tangible property of a revenue nature?'
• 'Did you have any international related party dealings involving royalties or licence fees?'
• 'Did you have any international related party dealings involving rent or leasing?
• 'Did you have any service arrangements with international related parties?
• 'Did you have any derivative transactions with international related parties?'
• 'Did you enter into any debt factoring or securitisation arrangements with international related parties?
• 'Did you have any dealings of a financial nature other than those listed with international related parties?'
• 'Did you have any other international related party dealings of a revenue nature not reported?'

If after completing the above and attempting to relodge and you still receive the error phone 13 72 86 Fast Key Code 3 1 2.

I have received refunds in my trust account but I have not received an electronic funds transfer (EFT) reconciliation report via my practitioner lodgment service (PLS)

Added 10/12/2021

If you have received refunds and you have not received your EFT reports phone 13 72 86 Fast Key Code 3 1 2.

Duplicate checking error message ‘CMN.ATO.GEN.DUPLICATE ENTRY’ received when lodging company tax returns (CTR) with substituted accounting period (SAP)

Added 27/09/2021

If you receive this error remove the ABN from the return and attempt to lodge again.

If you have attempted to relodge and still receive the error phone 13 72 86 Fast Key Code 3 1 2.

Validation error VR.ATO.IITR.300101 received when attempting to lodge individual income tax return

Added 16/07/2021

It has been identified that this validation rule incorrectly includes assessable first home super saver (FHSS) released amount – Category 3.

Ensure any of these assessable account released amount – Category 3 income is included in the total entered at estimated total income.

Including the assessable account release amount in the estimated total income will not affect the calculation or determination of a client’s entitlement to government super contributions.

This is determined internally, based on the income information provided in the individual income tax return including responses to A3 government super contributions.

Validation errors VR.ATO.IITR.730259 and VR.ATO.IITR.730260 received when attempting to lodge 2020 and 2021 individual income tax returns

Added 28/06/2021

These errors can occur when income from a financial investment has not been included elsewhere in the return.

If you receive these errors, and you believe the errors are incorrect, we suggest that you lodge the return by paper. Then send a message through Online services for agents with supporting information.

To do this:

• select practice mail
• select new
• choose topic 'debt and lodgment'
• choose subject ‘managed lodgment program’.

In the message, you must include the following:

• advice that a deferral is required and the reason why you are unable to lodge
• the client name and their TFN
• the date the return was posted to the ATO.

Note: You can't lodge a tax return via practice mail.

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

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.

Lump sum payment in arrears tax offsets for foreign pension lump sum payment in arrears (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)
• who are over 60 years old
• where the benefit is made up only of taxed elements, 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 and T9 instalment amount on activity statement adjusted

Online services for agents and PLS and 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 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:

• 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.

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, phone 13 72 86 Fast Key Code 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 or N indicator and re-submit.

PLS and SBR pre-fill

The 2017 and 2018 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 13 72 86 Fast Key Code 3 1 2.

SBR.GEN.AUTH.001

Mandatory information missing from the transmission. Contact your software provider

Added 27/08/2021

Inform your digital service provider that the following element or attribute {AttributeName} was not found in the transmission.

SBR.GEN.AUTH.002

Mandatory information provided in the transmission is invalid.

Updated 27/08/2021

Check that you have correctly entered identifiers in your software (as examples, the ABN and TFN.). Contact your digital service provider for assistance.

SBR.GEN.AUTH.003

Reporting party identifier information is missing from the lodgment.

Updated 27/08/2021

Check that you have included the reporting party identifier (TFN or ABN) in the lodgment.

SBR.GEN.AUTH.004

Check the credential details match the details of the business/agent submitting the information 

Updated 27/08/2021

Check the ABN in the credential matches the business or registered agent details (for example, ABN or RAN) in the transmission.

If necessary, contact your authorisation administrator.

If you still need help, phone 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

A notification does not exist for your software provider for sending your online (cloud) transactions

Updated 27/08/2021

A notification must exist in Access Manager for your digital service provider before attempting to transact. Phone 1300 852 232 or use Access Manager to notify us of a hosted SBR software service. You will need to provide the following details:

• digital service provider name
• their ABN and software ID.

See Cloud software authentication and authorisation for more information on hosted SBR services.

SBR.GEN.AUTH.007

Contact your software provider.

Updated 27/08/2021

The digital service provider has not been accredited as an online (cloud) software provider.

Contact your digital service provider.

SBR.GEN.AUTH.008

Your notification for the online (cloud) software provider does not contain the correct software ID.

Updated 27/08/2021

Check and update your hosted SBR software ID through Access Manager or by phoning us on 1300 852 232.

SBR.GEN.AUTH.009

You may not have the correct permission to submit this lodgment.

Updated 27/08/2021

You may not have the correct permission for this transaction. Contact the authorisation administrator for your business or practice to update your permissions in Access Manager and then try again.

SBR.GEN.AUTH.010

Your transaction failed due to a problem with the online (cloud) software provider's system.

Updated 27/08/2021

The credential used by the digital service provider for securing online (cloud) transmissions made by the business is not enabled for these services.

To resolve, contact your digital service provider.

SBR.GEN.AUTH.011

Contact your software provider.

Updated 27/08/2021

The digital service provider has disabled your nomination.

Contact your digital service provider or nominate a new hosted software service on 1300 852 232.

SBR.GEN.AUTH.012

Intermediary identifier information is missing from the lodgment.

Updated 27/08/2021

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 27/08/2021

Attempt to correct the field.

SBR.GEN.AUTH.014

A client’s Australian business number, withholding payer number or ATO reference number is required for this request.

Updated 27/08/2021

Attempt to correct the field.

SBR.GEN.AUTH.015

You are not authorised to submit this request. Review permissions in Access Manager and try again. 

Updated 27/08/2021

You may not have the correct permission for this transaction.

Contact the authorisation administrator for your business or practice to update your permissions in Access Manager and then try again.

SBR.GEN.AUTH.016

Mandatory information missing from the lodgment.

Added 27/08/2021

Information required for authorisation processing is missing from the lodgment.

Review and update required information.

Some users are experiencing issues when using myGovID and they may 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 menus.

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 log in 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 log in with their myGovID.

Attempt to log in again.

A user has been granted full access in relationship authorisation manager (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 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 Access Manager permissions by default after the change in RAM).

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

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.

Search function within 'communication history' does not load or return results when using filtered search parameters

Added 24/02/2022

Communication history is still available on each page.

We are working to resolve this issue.

Errors are experienced when accessing online services

Added 23/12/2021

Accessing online services with myGovID and RAM

Clear cookies and cache in browserExternal Link then try and log in again or try a different browser.

I receive the error message ‘No Australian Business Number (ABN) found’ when logging into Online services for business

Added 27/08/2021

If you have recently transferred your myGovID app from an old device to a new device, you will need to re-verify your identity.

If your identity strength is 'standard' you will need to:

• go to the Settings menu within the myGovID app
• choose to Reset the app
• recreate your myGovID using the latest email and original ID documents until a standard ID is achieved.  

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 payment summary annual reports (PSAR) 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.

Superannuation guarantee charge (SGC) statement

Online services for business

If you have resumed a saved SGC statement and are experiencing issues with the OTR and/or late payment offset fields

Updated 09/09/2021

In order to be able to successfully submit the SGC statement or statements you will need to:

• delete the quarter that previously included a late payment offset amount
• re-enter the quarterly period and late payment information
• ensure that you do not select ‘Save and exit’ before submitting.

If this is unsuccessful you will need to lodge using the Spreadsheet version (XLS, 747KB)This link will download a file and attach it to a new secure mail message.

To do this:

• select Communication from top menu
• then secure mail
• select new message
• choose superannuation as the mail topic
• choose lodge SGC statement as the mail subject. 

Superannuation guarantee charge (SGC) statement

Online services for business

If you are lodging an amendment for 31 or more employees, use the spreadsheet

Updated 09/09/2021

If you intend to lodge an amended SGC statement for 31 or more employees , lodge using the spreadsheet version (XLS, 747KB)This link will download a file and attach it to a new secure mail message.

To do this:

• select communication from top menu
• then secure mail
• 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 (DASP) – 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.

Unable to open forms from ato.gov.au – for example, objection form

Updated 13/09/2017

Try any of the following:

• Update to the latest PDF viewer version.
• Follow prompts provided by browser to move past warning messages or to open in an alternate viewer.
• Download the form directly and save to local laptop or desktop device in an appropriate folder.            
  • For            
    • 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 (ESIC) 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 ESIC report is located under Client forms, which are in the Lodgments drop-down menu.

General purpose financial statements (GPFS)

How to update and revise a lodged GPFS form

Online services for agents and Online services for business

Updated 09/09/2021

To update or revise a lodged GPFS form:

• navigate to lodgments menu
• select 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 and revised GPFS.

General purpose financial statements (GPFS)

How to lodge

Online services for agents and Online services for business

Updated 09/09/2021

The only method to lodge a GPFS is via the form located in the lodgments drop-down menu in Online services for agents, or Online services for business.

If you are unable to access the report 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.  

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.