Linking ATO online services to myGov
Check your personal details are in the correct format:
- Tax file number (TFN) – 9-digit number, no spaces
- Given name – the first 40 characters
- Family name – the first 40 characters
- One name only – enter your name in the Family name field only.
If you still get an error message, check the following information for support.
Error messages or known issues for linking to ATO online services:
- Unable to link - PAB.DE.0006 and PAB.DE.0007
- Unable to link - details don't match customer record
- One or two attempts left
- Linking lockout
- Unable to sign into myGov
- Cannot find link
- Unable to verify or Ineligible to link
Unable to link – PAB.DE.0006 and PAB.DE.0007
To link to the ATO, you need to sign in using your Digital ID with the same identity strength you've previously achieved.
Error codes: PAB.DE.0006 or PAB.DE.0007.
What you can do
You’ve previously used your myID to sign in to ATO online services or the ATO app. For security reasons, this automatically set your online access strength. This means you must always use your myID to link to or access ATO online services.
To re-link to the ATO, you need to sign in to your myGov account using your myID with same identity strength (or higher) that you previously achieved.
For example, if you used a myID with a Strong identity strength to sign in previously, you need to use your Strong myID to sign in now.
You need to:
- Select Cancel.
- Sign out of myGov.
- Sign in again using your myID (with the same or higher identity strength, either Strong or Standard).
The identity strength of your myID is unique to each device. If you've set up your myID again on a new or additional device, check that the identity strength matches the identity strength you previously achieved.
If you're still unable to meet your online access strength you will need to contact us.
If you didn't set your online access strength or you suspect someone has accessed your myGov account and ATO online services without your permission, contact us to report this immediately.
Unable to link – details don't match customer record
You're unable to complete link as the details don't match the customer record.
What you can do
Check you’ve entered these details correctly.
Find your myGov personal details (name and date of birth):
- Select My account from the myGov homepage.
- Select Profile.
These details will only appear if you have a link to either Medicare or Centrelink.
If these details are incorrect, contact either Centrelink or Medicare to update them.
If the details displayed are correct, contact us to update your ATO record.
One or two attempts left
The error shows you have one or two attempts remaining.
What you can do
Check the information is entered in the correct format. To find the correct format, read 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.
What you can do
Try again after the one-hour lockout has expired.
Check the information is entered in the correct format. To check the correct format, read 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 information you need for linking to us on myGov.
Unable to sign into myGov
You may not be able to sign in to your myGov account if you don't have access to security codes.
What you can do
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.
What you can do
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, and 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 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 or Ineligible to link
The error shows Unable to verify or Ineligible to link.
What you can do
If you receive one of these error messages, you will need to contact us.
For more information see Create a myGov account and link it to the ATO.
Using ATO online services
Error messages or known issues when using ATO online services:
- Sign in method doesn't meet minimum access requirements
- Authentication cancelled
- Unable to login
- Error message 001
- Error message 002
- A system issue error message is displayed
Sign in method doesn't meet minimum access requirements
Your sign in method doesn't meet minimum access requirements.
What you can do
You've previously used your myID to sign in to ATO online services or the ATO app. For security reasons, this automatically set your online access strength. This means you must always use your myID to link to or access ATO online services.
To access ATO online services, you need to sign in to your myGov account using your myID with the same identity strength (or higher) that you previously achieved.
For example, if you used a myID with a Strong identity strength to sign in previously, you need to use your Strong myID to sign in now.
The identity strength of your myID is unique to each device. If you set up your myID againExternal Link on a new or additional device, check that the identity strength matches the identity strength you previously achieved.
If you're still unable to meet your online access strength you will need to contact us.
If you didn't set your online access strength or you suspect someone has accessed your myGov account and ATO online services without your permission, contact us to report this immediately.
Authentication cancelled
The error is 'authentication_cancelled'.
What you can do
Your login has been cancelled when connecting to ATO online services.
To resolve this:
- Return to myGovExternal Link 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're unable to log in.
What you can do
You may be impacted by a data breachExternal Link 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 myGov or our online channels
- pre-fill data may not be available.
You will need to contact us.
Error message 001
An error has occurred (001).
What you can do
You can:
- ensure your device meets our minimum system requirements
- try using another device
- try again later.
If the problem persists, contact usExternal Link.
Error message 002
Your settings are blocking this page from loading (002).
What you can do
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 these steps and continue to experience this issue, contact usExternal Link.
A system issue error message is displayed
Examples of the error message 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
What you can do
We recommend waiting an hour before trying again. When you try again:
- Close all browser windows.
- Open a new browser window.
- Go to the myGov website and try again.
If the problem persists, contact us.
Using myTax
Error message or known issue when using myTax:
- Lodged return displaying as 'Not lodged' or 'Resume' on the ATO online services homepage
No 2024–25 tax return or prepare link
You're unable to see a 2024–25 tax return or 'Prepare' link in the 'For action' box.
What you can do
If you can’t see your return online, or there’s no ‘prepare’ link, that doesn’t mean you don’t have to lodge. It may be because you’ve previously told us your last lodged return would be your final tax return.
We understand accidents happen and circumstances change. If you do need to lodge, contact us.
Using the ATO app
Error message or known issues when using the ATO app:
- Sign in method doesn't meet minimum access requirements
- Unable to view latest information
- Sign in error - iOS or 16.7 operating system
- System error message
- Unable to upload your records - myDeductions
- Error trip recording on OPPO devices - myDeductions
- Private space - Android
- Registered your device using the ATO app
Sign in method doesn't meet minimum access requirements
Your sign in method doesn't meet minimum access requirements.
What you can do
You've previously used your myID to sign in to ATO online services or the ATO app. For security reasons, this automatically set your online access strength. This means you must always use your myID to link to or access ATO online services.
To access ATO online services, including via the ATO app, you need to sign in to your myGov account using your myID with the same identity strength (or higher) that you previously achieved.
For example, if you used a myID with a Strong identity strength to sign in previously, you need to use your Strong myID to sign in now.
The identity strength of your myID is unique to each device. If you set up your myID againExternal Link on a new or additional device, check that the identity strength matches the identity strength you previously achieved.
If you're still unable to meet your online access strength you will need to contact us.
If you didn't set your online access strength or you suspect someone has accessed your myGov account and ATO online services without your permission. Contact us to report this immediately.
Unable to view latest information
You're unable to view the latest information such as financial year or unable to access a feature within the app.
What you can do
- 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.
Sign in error – iOS or 16.7 operating system
Your device's operating system is iOS or iPadOS 16.7 and an error occurs when you sign in (APP025).
What you can do
- Close the app.
- Update your device's operating system to at least 16.7.11 or later.
- Open the app and sign in again.
System error message
System error message examples may include:
- an error has occurred
- error during set-up
- an error code
- any other error.
What you can do
Ensure you have the latest version of the app installed.
Check for any system maintenance.
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.
Unable to upload your records – myDeductions
In myDeductions, you're ‘Unable to upload your records.’
This might happen when you are attempting to upload myDeductions records to the ATO.
What you can do
- 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.
Error trip recording on OPPO devices – myDeductions
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.
What you can do
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.
Private space – Android
There is an error or issue relating to Android – Private Space.
What you can do
If you lock the ATO app in a Private Space on your Android device, it can't run in the background or receive notifications. This means some functionality will be limited, for example:
- can't use GPS trip tracking in myDeductions
- will not receive myDeductions backup reminders.
If you want to use this functionality, you will need to either:
- unlock the Private Space, noting that as soon as it locks, functionality will be limited again
- remove the ATO app from your Private Space.
If you have myDeductions data, you will need to back up your data.
The ATO app will need to be reinstalled outside of the Private Space and quick login set up again.
Registered your device using the ATO app
You registered your device using the ATO app and have a replacement device or no longer wish to use the ATO app.
What can you do
Don’t delete or uninstall the ATO app from your registered device, as this won’t remove the device from your ATO account.
If you have a new device, download the ATO app on your replacement device and register it before removing your previously registered device in the ATO app.
If you don't have a new device yet, you can remove your registered device in the ATO app to make sure you can set up the ATO app on a new device without contacting us.
Using myID to apply for a TFN
Error message or known issues when using myID to apply for a TFN:
- Error has occurred
Error has occurred
Errors shows ‘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.
What you can do
We’re currently investigating this issue.
If the issue persists, consider using an alternative method to apply for a TFN.
Using Individuals Auto-Registration to apply for a TFN
Error message or known issues when using Individuals Auto-Registration to apply for a TFN, Your info entered does not match.
Your info entered does not match
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.
What you can do
Set your device to an Australian time zone. Then resubmit the application.