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Troubleshooting Online services for foreign investors

Check if your error or system issue is a known issue and what you can do to resolve the problem.

Last updated 6 March 2025

Types of known system issues using Online services

This is where we list known system issues you may experience when using Online services for foreign investors. For common issues and errors when using any ATO online service, check Troubleshooting common errors and issues.

If you are unable to access the service, check for planned system maintenance.

Known system issues when using Online Services

Error message or known issue

What you can do

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 will need to contact us on 1800 050 377 between 8:00 am and 6:00 pm (AEST or AEDT), Monday to Friday.

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 do not 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, 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 - phone contact details have been completed for both you and your representative (if using a representative) and only include numbers (no symbols, characters or brackets). If not, update the phone contact details and try again.
  • if initially registering to use the online service - the Source country can't be 100% Australian, update 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 between 8:00 am and 6:00 pm (AEST or AEDT), Monday to Friday. 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.

Foreign investor registration form

Error message:

No ATO Record found

This is a known issue for some users when completing the Online services for foreign investors registration form.

You will need to contact us and:

  • Tell call centre staff you need to escalate your Online services for foreign investors technical issue to the asset registration team.
  • Describe the error ‘No ATO Record found’.

You will also need to provide the following details to call centre staff:

  • Contact phone number
  • Email address
  • Reason for trying to register for Online services for foreign investors

We will contact you to advise your next steps.

 

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