Software required (machine credential)
Below is information on the possible cause and what you can do to try and fix the issue.
Possible cause
ATO browser enabler software isn't installed or not enabled correctly.
What you can do
Make sure the ATO browser extension is enabled. Follow these instructions depending on whether you have Chrome or Firefox.
Chrome
- Select the Google menu (3 vertical dots in the top right corner) and select ‘More tools’ then ‘Extensions’ (or type ‘chrome://extensions’ in the address bar and press Enter).
- Locate ATO Browser Extension (ATOBE) and enable the slide bar – it should be blue.
Firefox
- Select the Firefox menu (3 horizontal lines on the top right corner) and select ‘Add-ons’– alternatively, type ‘about: addons’ in the address bar, or use the keyboard shortcut (Ctrl + Shift + A).
- Select 'Extensions' on the left and locate ‘ATO browser enabler’ in the extensions list.
- If ATO browser enabler has disabled (in brackets) then Enable it. Select 3 dots and select 'Enable' or select the Enable button on the right-hand side if the 3 dots menu doesn't appear.
Additional checks
After enabling the extension, make sure ATOBE is installed on your device:
- For Windows, if it doesn't appear, install it using Relationship Authorisation Manager (RAM). See How to create a machine credentialExternal Link for guidance.
- For Mac/LINUX, if it doesn't appear, reinstall ATOBE software. See How to create a machine credentialExternal Link for guidance.
If you're using Chrome as your web browser and the ATOBE has installed correctly but it's missing from Chrome, Manually add the extension from the storeExternal Link.
Finally, try an alternative supported web browser such as Firefox or Chrome.
The system is temporarily unavailable (Error number A918.27)
Below is information on the possible cause and what you can do to try and fix the issue.
Possible cause
Restricted access.
What you can do
- Check your device meets our minimum system requirements.
- Try using a different browser, such as Firefox or Chrome.
- Check your RAMExternal Link authorisation and Access Manager permissions are correct– if they need to be updated, contact your principal authority or authorisation administrator.
Incorrect password (machine credential)
Below is information on the possible cause and what you can do to try and fix the issue.
Possible cause
Incorrect or forgotten password when installing an additional machine credential using the same keystore path.
What you can do
Make sure the password is correct, and meets the minimum requirements of at least 10 characters with at least one:
- uppercase letter
- lowercase letter
- number OR symbol.
Make sure the CAPS LOCK is not enabled.
Try the password with upper and lowercase letters reversed.
If you can't remember your password, rename your old Machine Credential ATOMAS folder and create a new machine credential.
Windows
- Open the ‘Run program or file’ window (Windows key + R) and type %appdata% in the text box.
- Locate the ATOMAS folder and rename it to ATOMAS-OLD.
- Install a new Machine Credential, see How to create a machine credentialExternal Link for guidance.
Mac
- Locate the ATOMAS folder for keystore.xml
- Option 1: Open finder, select the 'Go' menu, select 'Go to folder' and type ‘~/library/Application Support’ and look for the ATOMAS folder.
- Option 2: Hold down the 'Option' key whilst on the 'Go' menu to show the 'Library' option. Select 'Library', then navigate to 'Application Support' and 'ATOMAS'.
- Option 3: Hold down CMD+Shift+G to bring up the 'Go to Folder' box; type ‘~/library/Application Support’ and look for the 'ATOMAS' folder.
After locating the ATOMAS folder, if you use a computer mouse right-click on it and rename it to ATOMAS-OLD.
Install a new Machine Credential, see How to create a machine credentialExternal Link for guidance.
If you need machine credentials for multiple ABNs, you will need to get a new machine credential for each ABN and use the same password for each ABN on one computer.
Invalid ABN
Below is information on the possible cause and what you can do to try and fix the issue.
Possible cause
An invalid ABN has been provided.
What you can do
- Check the ABN on ABN LookupExternal Link. If the ABN isn't active, phone the ABR on 13 92 26.
- If the ABN field is blank, clear the cache and cookies in your web browser and try again.
Unable to click on business as hyperlink is not available.
Below is information on the possible cause and what you can do to try and fix the issue.
Possible cause
You don't have permission to act on behalf of the business.
What you can do
If the business name is greyed out or not a link, you won't be able to manage the credentials and act on behalf of the business.