Profile

How to view, update and remove functions within the Profile menu.

On this page

• Maintain authorisations
• Client details
• Client addresses
• Email addresses
• Authorised contacts
• Associates
• Financial institution details
• Manage credit/debit card details
• Tax registrations
• Communication preferences
• Communication history – client summary
• New message
• Historical transactions – client summary

Maintain authorisations

You must have the appropriate signed authority to act on behalf of the client. For tax agents you will need authority for all accounts listed. If you are authorised at the income tax level, you are also authorised for all client accounts.

To view and update the accounts you are authorised to act on behalf of:

• select a client
• select Profile then Maintain authorisations
• An Existing agent link will display if another agent has authorisation for an account listed. Selecting an account with another agent listed will remove that agent. If you have authorisation for the account, you will need to remove the existing agent and a Delete pending indicator will display
• select or deselect the relevant authorisations and any additional accounts you are authorised for.

Client details

Client details gives you a quick view your client's name, ACN or ARBN, entity type, residency status, TFN, ABN and for individuals their myGov and working holiday maker status. You can also update client details, including their electronic service address alias for clients with a self-managed super fund.

To view and update a client's details:

• select a client
• select Profile then Client details
• client details will display
• to update contact details, select the drop-down menu next to the details      
  • for individuals you can update their address, phone number and email address
  • for non-individuals you can update their names if they aren't a government entity or ASIC-registered company
   
• select the Declaration if required
• select Save.

If your client has a self-managed super fund the Electronic service address alias will be viewable. This is not an email address. It is an alias used by the SMSF that represents the URL or IP address of the SMSF's messaging provider.

To update an alias:

• select the Alias drop-down menu and select the relevant alias
• select Edit or Remove to update. If the address is invalid you will receive an error.

Client addresses

This function lets you view and update your client's addresses, both primary and other.

Note: You can update up to 25 accounts at a time.

To view a client's address details:

• select a client
• select Profile then select Client addresses – the primary addresses and addresses for accounts related to the client will display
• for specific address types, or to limit the results, select Accounts, Postal address or Business address
• select Filter to refine your search by account number or account type.

To add an address to a client:

• at All addresses select Add
• select the Address type, Postal address or Business address. The Activity statement ABR will automatically be selected and you won't be able to deselect the checkbox. If there are multiple Activity statement accounts for the ABN only one account will be linked to the ABR
• select the country from the Country drop-down menu
• at Search address start to type the address. Predictive text will show addresses that match as you type, select the correct address.
• select the account to apply the new address to. If the address change applies to all accounts, select All accounts.
• select the declaration to confirm you are authorised to update the client's address
• select Save to confirm the change.

To update a client's address:

• select the Update button next to the relevant address and complete the mandatory fields
• select the declaration to confirm you are authorised to update the client's address
• select Save to confirm the change.

To delete a client's address:

• select the Delete button next to the relevant address and complete the mandatory fields.

Email addresses

This function lets you view, add, update and delete activity statement account email addresses.

This email address will be used to send your client email notifications advising when their activity statements are available.

Ensure you don't include your practice or own email address as we cannot issue activity statement email notifications to agents.

To set activity statement lodgment preferences, see Activity statement lodgment notifications under Communication preferences.

To view a client's email details:

• select a client
• select Profile then Email addresses
• select Filter to refine email addresses by account number.

To add or update a client's email details:

• select Add or Update next to the relevant account
• enter the email address
• select Save to confirm the change.

Note: You can add or update an email address for up to 25 activity statements at a time when you select the Apply this to additional email accounts check box.

To delete a client's email address:

• select Delete next to the relevant account.

Authorised contacts

You can view authorised contacts for all of your clients' accounts and roles, as well as update or add contact details relevant to your authorisation.

Note: Authorised contacts with a relationship of ABR can only be updated through the Australian Business RegisterExternal Link.

Primary contacts, previously known as entity representatives, are authorised to:

• access all roles on their client's account
• add, remove, and update the list of authorised contacts.

Authorised contacts have authority at:

• account level – for information specific to the account and any roles under that account, for example the Integrated client account
• role level – for information specific to roles, for example GST, PAYG withholding, and wine equalisation tax.

There is no limit to the number of authorised contacts that can be added to an account.

Primary contact details will only display if you are authorised for all accounts. If you are only authorised for a specific account, you won't see the primary contact details.

To view, add and update primary and account authorised contact details:

• select a client
• select Profile then Authorised contacts
• for primary contacts (tax agents only), at Primary
  • to add – select Add then complete all the mandatory fields
  • to update – select the primary contact then Update
   
• for specific accounts or roles at View by
  • select Accounts or Name. All contacts will display the account contacts for your client
   
• at All contacts – Filter by account number or account type
  • to add – select Add then complete all mandatory fields
   
• to update – select the Update button next to the account then complete all mandatory fields.

Note: Where incorrect information is on our system an Error or UNKNOWN name is displayed against an account. Select UNKNOWN to update or add any mandatory fields.

Associates

To view details of your client's Associates, including the associate's name and position held:

• select a client
• select Profile then Associates.

To update associate details, visit the Australian Business RegisterExternal Link.

Financial institution details

You can view and update the financial institution details (FID) and accounts for your clients.

The account details on this page will only be used to deposit refunds and ATO-held super; they won't be used for direct debits or payment plans.

To view and update financial institution details:

• select a client
• select Profile then Financial institution details to view income tax, activity statement and superannuation accounts
• Filter by account sequence number or account type
• FID will be listed against each account. To view full details, select the drop-down menu next to the relevant account. If no details are present, select Add to enter the relevant information
• if details are incorrect select Update or Delete next to the relevant account.

If we require account information to be updated an Update required indicator will display.

You can also view our Update financial institution details in Online services for agents video.

Manage credit/debit card details

You can view and add credit/debit card details for your clients. You can also update and delete credit/debit card details if the card isn't linked to an active payment plan.

Note: Storing a card for future payments does not set up a direct debit arrangement.

Add debit or credit card details

• select a client
• select Profile then Manage card details (you can view any stored cards and add additional cards if there are less than 3 cards stored)
• select Add and complete the mandatory fields (this option won't be displayed if there are already 3 stored cards)
• select: 'I have authorisation from my client to manage their credit or debit cards to make payments on their behalf'
• select Save.

Update debit or credit card details

Note: You can only update the card holder name and card expiry details.

• select a client
• select Profile then Manage card details
• open the card you want to update using the expandable menu on the right
• update the card details, including name and/or expiry (but you won't be able to make any changes if the card is linked to an active payment plan)
• select: 'I have authorisation from my client to manage their credit or debit cards to make payments on their behalf'
• select Save.

Delete debit or credit card details

• select a client
• select Profile then Manage card details
• open the card you want to delete using the expandable menu on the right
• select Delete to delete a card (you won't be able to delete a card if it is linked to an active payment plan)
• confirm deletion.

Tax registrations

You can use this function to view, add, update or cancel your client's GST, PAYG withholding, luxury car tax, wine equalisation tax and fuel tax credit registration details for a role or account. These changes will be made in real time.

View

To view a client's tax registrations:

• select a client
• select Profile then Tax registrations
• select an Account from the drop-down menu
• at Registrations select Current for all current registrations or Historical for cancelled registrations.

Update

To update a client's tax registrations:

• select a client
• select Profile then Tax registrations
• select an Account from the drop-down menu
• at Current registrations select Update next to the registration then complete all mandatory fields
• select the declaration to confirm you are authorised to update client's registration details
• select Save to confirm changes.

Cancel

To cancel a client's tax registrations:

• select a client
• select Profile then Tax registrations
• select an Account from the drop-down menu
• at current registrations select Cancel for the Registration type you want to cancel
• complete the mandatory fields
• select Next.

For more information:

• see our, How to cancel GST registration in Online services for agents video
• visit, Updating or cancelling an ABNExternal Link page.

Add

Note: You can only add a PAYG withholding or GST registration for a current period (monthly or quarterly). You cannot backdate the registration. If you need to backdate the registration contact us.

To add a client's tax registrations:

• select a client
• select Profile then Tax registrations
• select an Account from the drop-down menu
• at current registrations select Add
• select the Registration type
  • GST
  • PAYG withholding
  • Luxury car tax (LCT)
  • Wine equalisation tax (WET)
  • Fuel tax credit (FTC)
   
• complete all mandatory fields
• select Next
• select the Declaration to confirm you are authorised to update the client's registration details
• select Submit.

You can also view our How to add a GST registration in Online services for agents video.

Communication preferences

Before setting or updating communication preferences, ensure you have express written authorisation and a declaration from your client and that you have set default communication preferences. Refer to Preferences.

You can set your individual client’s communication preferences:

• when you add a client
• individually at their Profile
• using the bulk preferences function for up to 25 clients at a time.

To set a client's communication preferences:

• select a client
• select Profile then Communication preferences
• select either
  • My practice default communication preferences
  • a combination of Practice and Client to determine who we should send your client's communications to.
   

Note: Setting a client’s communication preferences to Practice will designate Online services for agents as their preferred address for service for certain communications.

Activity statement lodgment notifications

Use the Activity statement lodgment notifications setting to nominate if you or your client will be lodging activity statements.

If you select:

• Client – we will send an email notification informing them their activity statement is available for lodgment
• Practice – we will update activity statement lodgments for the client to digital. You can then use Advanced search filters to download an Activity statement lodgments client list.

No matter who is selected, you can view and lodge activity statements in Online services for agents.

Note: Activity statements are usually available electronically one week after they are generated. You can check the Activity statement generate dates to confirm when monthly and quarterly activity statements are available online.

To add or update who will be lodging activity statements for an existing client:

• select a client
• select Profile then Communication preferences
• at Activity statement lodgment notifications select Practice or Client to add or update preferences
• select Filter to filter by account number when there is more than one account
• if you have nominated the Client confirm the email addresses are correct. You can use the check email link at the top of the screen
• select All or the individual account. If this is read-only, another agent is linked to this client at the activity statement level
• select the drop-down menu next to the activity statement to view the Lodgment preference. It will be digital, paper or myGov. If you lodge online for your client, it will default to digital
• select Apply.

You can then use Advanced search filters to download an activity statement lodgment client list in CSV or HTML format by selecting:

• Communication type – select Activity statement lodgments
• Destination – select Practice (other options are Client and No preferences set)
• Channel – select Digital (other options are All, Paper, myGov).

You can also access a list of all your clients’ outstanding activity statements by requesting the On-demand Outstanding activity statement report (current plus previous 3 years). See Reports for instructions on how to do this.

Communication history – client summary

Communication history is available at the practice and Client summary. Use the client summary to view or send messages relevant to your client.

Communications are available to retrieve from 1 July 2008 onwards. For what is available see Communication history.

To view communications for a client:

• select a client
• select Profile then Communication history
• Filter by
  • time period – Last 24 hours, Last 7 days, Last 30 days, Last 5 years or Choose dates
  • channel – myGov, email, SMS, Paper or ATO Online
   
• results will display for the roles you are authorised for. If you don't select a period, then the last 5 years will display
• select Download – a new window will open with the search results as an Excel spreadsheet, CSV or HTML file
• select Print friendly version to print or save a copy.

New message

You can securely send messages to us for a client. Sending a message from the Client summary, instead of from Practice mail, will automatically populate your client's details in the message.

To create and send a message:

• select a client
• select Profile then New message
• select Topic or View more topics for a further list of topics
• select Subject
• at Message provide the relevant details and attach any files relevant for your request. The message is limited to 4,000 characters and a maximum of 6 files up to 6MB each
• enter an email address (optional). If you have email notifications set for your practice mail the address will pre-populate. If not, you can enter an email address to receive messages about this request in your inbox
• select the Declaration
• select Send. If you no longer want to send the message select cancel, any unsaved information will be lost.

Note: You will receive an ATO receipt ID when the message has successfully been sent. You will need to quote this number when enquiring with us about the request.

Historical transactions – client summary

You can check the status of enquiries that you have made with us on behalf of your client. For details on what is available in this function, and how to check for enquires made from your practice, see Historical transactions.

To view interactions for a client:

• select a client
• select Profile then Historical transactions
• a list of your enquiries and requests will display with either
  • an estimated date of completion for items still in progress
  • the completed date
   
• to filter, select the drop-down menu next to the
  • Receipt number – enter numbers 0–9
  • Status – Completed, In progress, Received and Further information requested
  • Date received – select From and To or select a specific date. Only shows enquiries where the estimated date of completion has passed.
   

You can return to the top of this Online services for agents user guide for help on other areas.