Help and support for online services – individuals

Unable to link

Identity strength too weak to link to the ATO

Error codes: PAB.DE.0006, PAB.DE.0007

To link ATO online services to your myGov account, you need to use the sign in method that matches your online access strength – see Online security.

You've used a sign in method with a lower identity strength than you've used previously.

For example, if you previously used your Digital ID, such as myGovID, with a Strong identity strength, you'll need to:

• select Cancel
• log out of myGov
• sign in again with your Strong myGovID.

If you set up your myGovID again, including on multiple devicesExternal LinkOpens in a new window, check:

• you have the same identity strength across each device
• your identity strength matches the highest level you've achieved.

If you're still unable to meet your online access strength, speak with a customer service representative on our Individuals support line.

If your online access strength has not been set before or you suspect someone has accessed your myGov account and ATO online services without your permission, report this immediately by speaking with a customer service representative on our Individuals support line.

Unable to link

Unable to complete link as details do not match customer record.

Check you’ve entered these details correctly.

Find your myGov personal details (name and date of birth):

• select My account from the myGov homepage
• then select My profile.

These details will only appear if you have a link to either Medicare or Centrelink.

If these details are incorrect, you’ll need to contact either Centrelink or MedicareExternal LinkOpens in a new window to update them.

If the details displayed are correct, you'll need to contact us to update your ATO record.

Two attempts remaining

One attempt remaining

Check the information is entered in the correct format. To find the correct format, check the instructions or click on the help (?) icon for format advice.

If you're unable to answer, select another question about information in your tax record. You can find out more about the information you need for linking to us on myGov

Linking lockout

This occurs when you’ve had 3 failed attempts to link to us.

For security purposes you won’t be able to link for one hour.

Try again after the 1 hour lockout has expired.

Check the information is entered in the correct format. To check the correct format, check the instructions or click on the help (?) icon for format advice.

If you're unable to answer, select another question specific to you. You can find out more about the information you need for linking to us on myGov.

Unable to sign in to myGov

You may not be able to sign in to your myGov account if you don't have access to security codes.

See When you can't sign in to your myGov account.

Cannot find link

This message appears when attempting to navigate from myGov to ATO online.

This means myGov is unable to find an active link to the ATO.

You need to link your myGov account to the ATO before you can access ATO online services.

If you have previously linked your account to the ATO, return to the myGov homepage, select View and link services to check your ATO link status:

• If not showing as linked, select Link to begin the linking process.
• If linked, you'll need to select Unlink.

Once you've received confirmation that the ATO has been unlinked, you should select Link to link again.

Unable to verify

Ineligible to link

If you receive one of these error messages, you will need to contact us.

Your sign in method doesn't meet minimum access requirements

To access ATO online services, you need to use the sign in method that matches your online access strength – see Online security.

You've used a sign in method with a lower identity strength than you've used previously.

For example, if you've previously used your Digital ID, such as myGovID, with a Strong identity strength, your online access strength is Strong. You'll need to log out and sign in to myGov again with your Strong myGovID.

If you set up your myGovID again, including on multiple devicesExternal LinkExternal Link, check:

• you have the same identity strength across each device
• your identity strength matches the highest level you've achieved.

If you're still unable to meet your online access strength, speak to a customer service representative on our Individuals support line.

If your online access strength has not been set before, or you suspect someone has accessed your myGov account and ATO online services without your permission, report this immediately to a customer service representative on our Individuals support line.

authentication_cancelled

Your login has been cancelled when connecting to ATO online services.

To resolve this:

• return to myGovExternal LinkOpens in a new window and sign in again
• go to Australian Taxation Office from your myGov homepage
• complete the steps to link your myGov account to the ATO.

If the problem persists, contact us.

Unable to login

You may be impacted by a data breach where your personal information is stolen by an unauthorised third party. Data breaches can include both physical and digital records.

We apply protective measures to protect your tax records from identity and refund fraud.

If we apply these measures:

• you may not be able to use myGovExternal LinkOpens in a new window or our online channels
• pre-fill data may not be available.

You will need to contact us.

An error has occurred (001)

• Ensure your device meets our minimum system requirements.
• Try using another device.
• Try again later.

If the problem persists, contact us.

Your settings are blocking this page from loading (002)

Check your device to see if you have an ad blocker, browser add-on or anti-virus software installed.

You may need to update the settings of this software (check your software provider's instructions) to allow our website to display. For example, by allowing content from the ato.gov.au domain which will enable access to onlineservices.ato.gov.au.

You can generally find icons for ad blockers and other add-ons near the address bar in your browser.

Alternatively, try using another device or browser.

If you have followed the above steps and continue to experience this issue, contact us.

A system issue error message is displayed

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.

If the problem persists, contact us.

There is no ‘Prepare’ button or link on the ATO online services homepage for a specific year

The ‘Prepare’ button or link will not display on the ATO online services homepage if:

• you lodged a non-lodgment advice for the year you're trying to lodge
• you indicated that your last lodged tax return was your final return.

Select the Manage tax returns quick link on the ATO online services homepage.

If you completed a non-lodgment advice for the tax return you're now trying to lodge, select the History tab on the Income tax page. Then follow the on-screen instructions to start your return.

If you previously indicated that your last lodged tax return was your final return, select the Not lodged tab on the Income tax page. Then follow the on-screen instructions to start your return.

If a link does not display allowing you to lodge your tax return you will need to contact us.

Lodged return displaying as 'Not lodged' or 'Resume' on the ATO online homepage

Some returns may not display as lodged immediately after lodgment and may still appear in the For action section on the ATO online homepage.

If you:

• have a lodgment receipt number, do not attempt to lodge your return again
• don’t have a lodgment receipt number, try lodging the return again.

If the lodgment is still displaying as Not lodged or Resume after 3 days, contact us.

Your sign in method doesn't meet minimum access requirements

To access ATO online services, including via the ATO app, you need to use the sign in method that matches your online access strength – see Online security.

You've used a sign in method with a lower identity strength than you've used previously.

For example, if you've previously used your Digital ID, such as myGovID, with a Strong identity strength, your online access strength is Strong. You'll need to sign in again with your Strong myGovID.

If you set up your myGovID again (including on multiple devices)External LinkOpens in a new window, check:

• you have the same identity strength across each device
• your identity strength matches the highest level you've achieved.

If you're still unable to meet your online access strength, contact our speak to a customer service representative on our Individuals support line.

If your online access strength has not been set before or you suspect someone has accessed your myGov account and ATO online services without your permission, report this immediately to a customer service representative on our Individuals support line.

Unable to view the latest information such as financial year or unable to access a feature within the app

• Backup any myDeductions records (if applicable) before updating.
• Update to the latest version of the ATO app.
• Close the app, connect to the internet and open the app again.

A system error message displays

Examples may include:

• an error has occurred
• error during set-up
• an error code
• any other error.

Ensure you have the latest version of the app installed.

If the error message:

• doesn't specify a timeframe – try again
• specifies a timeframe – wait for that time to elapse and then try again.

If you continue to receive the same error message, you can contact us to report the issue. Take note of and tell us the error code you receive.

In myDeductions ‘Unable to upload your records’

This might happen when you are attempting to upload myDeductions records to the ATO.

• Check for any system maintenance.
• Check your device is connected to the internet.
• Ensure you have the latest version of the app – back up your myDeductions records before updating the app.
• Try again later.

If you continue to receive this error message, you can contact us to report the issue.

In myDeductions – error trip recording on OPPO devices

OPPO devices include a setting which prevents apps from running in the background. If you go out of the app or your device goes into standby mode while recording a GPS trip, this setting can cause the ATO app to stop tracking your trip.

To resolve this issue, on your device, select:

• Settings
• Battery
• Energy Saver
• ATO app
• Turn off, Background Freeze.

These steps may vary slightly depending on the device you have.

‘An error has occurred. We are currently experiencing technical difficulties. We apologise for any inconvenience. Try again later.’

Some users are receiving this error message after submitting their online TFN application form.

We’re currently investigating this issue.

If the issue persists, consider using an alternative method to apply for a TFN.

When applying for a TFN in IAR, you may receive the following error message:

Your info entered does not match that held by the Department of Home Affairs

This issue can occur when the time zone on your device is not set to an Australian time zone.

Set your device to an Australian time zone. Then resubmit the application.