Troubleshooting Online services for foreign investors

Trusts only – your entity type is displaying as a company instead of a trust.

Added 29/06/2023

You will need to contact us on 13 28 66 to have this issue resolved.

Vacancy fee return

Error message:

This property has no occupancy date.

This is a known issue for some users when lodging a vacancy fee return.

You'll need to contact us on 1800 050 377.

Tell call centre staff you need to escalate your Online services for foreign investors technical issue to the vacancy fee team.

Describe the error 'vacancy fee lodgment error - no occupation date found.'

Provide the following details to call centre staff:

• Contact phone number
• Email address
• Occupancy date.

We will contact you to advise your next steps.

Vacancy fee return

Error message:

Asset ID not found

Joint tenant can't lodge a vacancy fee return as they don't know the Asset ID.

The first person listed on the foreign investment application will need to access Online services for foreign investors to view the Asset ID and lodge the return, if this is not possible then contact us for the Asset ID to provide to other joint tenants to lodge the return.

We can only give the Asset ID details to the first person listed on the foreign investment application.

Error message:

'We are currently experiencing technical difficulties. We apologise for any inconvenience. Try again later.'

There are different reasons this error may occur. Before you contact us check:

• we are not carrying out planned system maintenance
• if registering an asset - both an address and phone number must be included for both you and your representative (if using a representative) and only include numbers (no symbols, characters or brackets) and the address must be a street address not a PO Box. Update the address and phone contact details and try again.
• if registering for the online service the Source country can't be 100% Australian, update to the foreign country of origin and try again.
• if lodging a vacancy fee return and all details have been entered correctly contact us on 1800 050 377. Tell call centre staff you need to escalate your Online services for foreign investors technical issue to the vacancy fee team and provide them with your email address and phone number so we can contact you with the next steps.