Setting up AUSkey troubleshooting
This page is for troubleshooting common problems experienced when trying to set up and activate your AUSkey, or issues trying to use your AUSkey at login.
Unable to access ATO online services
Due to changes to Internet Explorer and Java occurring in April 2019, Internet Explorer users may not be able to use AUSkey to access online services such as the portals and Online services for agents.
We are recommending AUSkey holders using Internet Explorer switch to Chrome or Firefox browsers. To make the switch, download the AUSkey installer for Chrome and Firefox.
Note: Safari is no longer compatible with AUSkey. We recommend you switch to Firefox or Chrome.
Cannot progress to the next step
The 'Continue' button may not appear on the login screen for some users. To display this button:
- deselect your credential – select the field 'Please select a credential from the list'
- select your credential again and the Continue button should appear.
If you cannot remember your AUSkey password, you will need to register for a new AUSkey. Your password cannot be reset.
Further information can be found at AUSkey – Forgotten password.
If you need to use an AUSkey and cannot see your AUSkey details on the login screen, follow the general troubleshooting steps below.
To get AUSkey working on your computer, follow these steps: