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Troubleshooting for businesses and tax practitioners

Information for businesses and tax practitioners about the availability of ATO online systems and known issues.

Last updated 16 June 2024

Dashboards

Further information is available on the following dashboards:

Further information for technical assistance:

Online services for agents

Refer to the Online services for agents user guide for more information on Online services for agents.

Summary

Action required

The Shares and unit’s record in the Pre-fill report are displaying duplicated information.

Added 24/05/2024

This is a known issue with Shares and Units prefill data, where data with a transaction date of 14/10/2022 may be incorrect. The incorrect transaction can be deleted.

We are working to resolve this issue as a matter of priority.

Unable to lodge super elections for Excess Concessional Contributions (ECC) and Division 293 using Online Services for Agents (OSFA) services.

Added 24/04/2024

This is a known issue for some clients. What you need to do:

If your client is nearing their election due date and the product type is Excess concessional contributions (ECC) or Division 293 please contact us.

We are working to resolve this as a priority.

Client is not displaying when searching by client name.

Added 01/03/2024

This is a known issue and may occur if you have recently added a client to your list.

It can take 15 minutes for the search by name function to refresh.

Try again later or search using a TFN, ABN, WPN or EIN.

We are working to resolve this as a priority.

The bulk preferencing Filter functionality is returning an error message

 

Added 25/01/2024

This issue occurs when Filtering client list and making a selection from the Communication preferences dropdown, and the client list has more than 25 clients.

 

We are working to resolve this as a priority.

Negative amounts reported on Clients 2023 Income statements are not being provided in the Pre-fill report

 

 

Online services for agents and PLS

 

 

 

 

Added 17/11/2023

When an individual’s gross amount or total allowance amount is reported as a negative value on their 2023 Income statement the pre-fill report is displaying the negative amount as zero.

To ensure accurate information is provided review your clients income statement before lodging.

 

What you need to do:

 

Example 1: If the total gross amount is $100,000 and the total allowance amount is -$150 on your clients income statement, you need to manually update the amount to $99,850 in the gross payment field

 

OR

 

Example 2: If the total gross amount is -$17,000 and the total allowance amount is $29,000 on your clients income statement, you need to manually update the amount to $12,000 in the total allowance field.

 

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

Super fund transactions are not displaying the same amount as the clients Super fund

 

Updated 15/09/2023

This is occurring intermittently and is a display issue only.

 

We are working to resolve this as a priority.

Error 32 received when attempting to view a Practice Mail message

 

Added 09/06/2023

Confirm your access permissions with a system access administrator in your practice. If your accesses are confirmed, try again later.

Error message 'This XML file does not appear to have any style information associated with it. The document tree is shown below' received when attempting to open a Notice of assessment from Lodgments Income Tax history

 

Updated 18/04/2023

To view the Notice of assessment:

 

  • ensure you have a client in focus
  • select Profile then Communication history
  • results for the last 5 years will be displayed
  • select the Notice of assessment and open to view.

 

Notice of assessment issued with an incorrect payment due date

 

Added 03/04/2023

This only affects some 2022 individual and trust tax returns with a 15 May 2023 lodgment due date that were lodged on either 13 February, 13 March or 14 March 2023.

 

To verify the correct payment due date:

  • log in to Online services for agents
  • refer to the effective date of your client's 2022 income tax return that is displayed in their income tax account.

 

Error received when attempting to access My Details in the My Practice menu

 

Added 13/02/2023

Your practice details are maintained as per the Tax Practitioners Board register.

 

If your details do not reflect the register, phone 13 72 86 Fast Key Code 3 2 2.

Error message ‘The attachment service is currently unavailable. Try again later’ received when attaching an ATO PDF form in Practice Mail

 

Updated 25/07/2023

To prevent this error, use the Save form button that is in the form. Then attach the PDF to your practice mail message.

Error message received when attempting to update Financial Institution Account (FIA) details

 

Added 28/07/2022

If you receive this error phone 13 72 86 Fast Key Code 1 2 5 2 to update the financial institution account details.

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, please visit Troubleshooting common errors and issues.

 

Ensure you have at hand details of the problem, internet browser and anti-virus and anti-malware software you are using.

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.

On-demand activity statement outstanding lodgment report displaying incorrect withholding payer number (WPN)

 

Updated 03/04/2023

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.

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.

 

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.

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 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 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' received when logging into Online services for agents

 

Updated 20/03/2023

Check your myGovID is linked to the relevant practice in RAM. If not, find out how to get started with RAMExternal Link.

If your myGovID is already linked to the practice, log in to your myGovID app and check your identity strength at the top of your dashboard or by selecting My identity.

If your identity strength is:

  • Basic, you’ll need to verify your identity to at least a Standard identity strengthExternal Link – where you’re unable to achieve a Standard identity strength you may be able to access Online services for agents with a Basic myGovID
  • Standard or Strong, you’ll need to set up your myGovID againExternal Link – where you’ve transferred your app to another device, select Reset app within your myGovID app’s Settings before you set up your myGovID again.

 

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 status of an election or revocation received by checking internal systems.

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 AUSkey mailbox

 

Updated 20/03/2023

While AUSkey can no longer be used, the associated mailboxes still exist for reference purposes.

To access practice mail in these mailboxes, it needs to be transferred to the mailbox associated with your myGovID.

If you:

  • have not been given access to other mailboxes in Access Manager, an administrator (principal authority or authorisation administrator) needs to allocate the mail to you
  • have been given access to other mailboxes in Access manager, you can transfer the mail yourself.

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 menu 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.

Once transferred, the mail will appear as unread.

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.

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.

Online Services for Agents screens are not displaying correctly.

Added 17/06/2024

Some agents may experience unformatted screens when logging into Online Services for Agents.

What you can do:

If you still experience issues, contact us.

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Practitioner lodgment service (PLS) and Standard business reporting (SBR)

Refer to the PLS user guide for more information on PLS.

List of PLS and SBR issues

Summary

Action required

Some occupation codes for salary and wages are either missing, or when chosen, result in an error within your PLS software.

 

 

 

Added 22/03/2024

Below is a list of Impacted salary and wage occupation codes:

223311
341111
261399
234999
311299
399999

If the code you want is missing, or you receive an error when choosing one, you should select the next most appropriate code from our published list.

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

Negative amounts reported on Clients 2023 Income statements are not being provided in the Pre-fill report

 

 

Online services for agents and PLS

 

 

 

 

 

 

 

 

 

 

 

Added 17/11/2023

When an individual’s gross amount or total allowance amount is reported as a negative value on their 2023 Income statement the pre-fill report is displaying the negative amount as zero.

 

To ensure accurate information is provided review your clients income statement before lodging.

 

What you need to do:

 

Example 1: If the total gross amount is $100,000 and the total allowance amount is -$150 on your clients income statement, you need to manually update the amount to $99,850 in the gross payment field

 

OR

 

Example 2: If the total gross amount is -$17,000 and the total allowance amount is $29,000 on your clients income statement, you need to manually update the amount to $12,000 in the total allowance field.

 

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

Tax return lodgment status progress

 

Added 22/05/2023

There are different ways to view the lodgment progress on your client’s tax return, depending on which system (or software) you use.

For Online services for agents;

  • have a client in focus
  • select Lodgment
  • then Income Tax
  • History tab.

 

For PLS, check with your Digital Service Provider (DSP) for availability of lodgment and lodgment progress services available to purchase.

 

General information on checking the status of tax returns and their processing times can be found on After you lodge. For more information on the expected level of service, refer to Current year commitments.

 

The best way you can reduce delays in processing is to ensure you’ve included all the required information on the return. Check out how to prevent delays in lodging returns.

 

If a return has exceeded the ATO service standard and you’re unable to get a status update in Online services for agents or your PLS (or chosen) software, phone 13 72 86 with Fast Key Code 1 3 1 1.

Error CMN.ATO.AS.EM170 received when attempting to electronically lodge a revised Activity Statement

 

Updated 13/04/2023

This occurs when a value is not valid for the type of Activity Statement being lodged. For example, a revision to Business Activity Statement F (Quarterly Activity Statement) where a value is included at 8B will return the error 'CMN.ATO.AS.EM170. 8B is not valid for the summary of this activity statement. The value reported will be removed from the summary'.

 

To resolve:

  • remove the value
  • re-validate/submit.

 

If you are unable to remove the value from, for example, 8B, lodge via Online services for agents. See Activity statement lodgment.

CMN.ATO.IITR.EM000378 received when attempting to electronically lodge Individual income tax return

 

Updated 03/05/2024

This error is received when a WPN is provided as an identifier at either employment termination payment (ETP) or Australian Superannuation Lump sum payments.

 

To resolve:

  • Remove the WPN
  • Enter ‘10000000000’ in the ABN
  • Submit the return.

 

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.

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.

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.

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 individual income tax returns

 

Updated 08/09/2022

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.

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.

CMN.ATO.IITR.730053 and CMN.ATO.IITR.730061

 

Agents completing individual client tax returns. 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.

 

Updated 08/09/2022

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 resubmit.

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, or
  • 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.

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Authentication errors

List of authentication errors

Summary

Action required

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 identifier (TFN or ABN) is 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.

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Online services for business

List of Online services for business issues

Summary

Action required

Error message received when attempting to update Financial Institution Account (FIA) details

 

Added 28/07/2022

If you receive this error, contact the ATO directly to update these details.

Error message ‘No Australian business number (ABN) found’ received when logging into Online services for business

 

Updated 20/03/2023

Check your myGovID is linked to the relevant business in RAM. If not, find out how to get started with RAMExternal Link.

 

If your myGovID is already linked to the business, log in to your myGovID app and check your identity strength at the top of your dashboard or by selecting My identity.

 

If your identity strength is:

  • Basic, you’ll need to verify your identity to at least a Standard identity strengthExternal Link – where you’re unable to achieve a Standard identity strength you may be able to access Online services for business with a Basic myGovID
  • Standard or Strong, you’ll need to set up your myGovID againExternal Link – where you’ve transferred your app to another device, select Reset app within your myGovID app’s Settings before you set up your myGovID again.

 

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Single Touch Payroll

List of Single Touch Payroll issues

Summary

Action required

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.

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Other

List of other issues

Summary

Action required

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 09/05/2023

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 client's 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 13/09/2022

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 to your device by right clicking the form hyperlink and selecting Save link as
    • Open file directly from saved file location (do not run or 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 20/01/2023

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 Manage 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.

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If you cannot find a reference for the system issue you are experiencing, contact us.

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