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_Eunice(Newbie)Newbie
21 Jan 2021

Hi ATO,

I've been trying to call you from the US numerous times this month, on +612 62163444 and +611300146094. Everytime the queue is over 15minutes. It costs us decent money to call from overseas, is there no other way to contact you? I watch my credit tick away and have never been able to get through.

I just need to update my address / tax details. You're making this very painful. I can't login to myGov as I no longer have access to my Australian mobile.

Thanks

Eunice

1,666 views
4 replies
1,666 views
4 replies

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Most helpful reply

_JoshH(Community Support)Community Support
22 Jan 2021

Hi @Eunice,

That is indeed unfortunate. According to the myGov help section on travelling overseas you would have needed to set it up before departing; correct.

If you can't get text messages while you're overseas, you won't be able to sign in to your myGov account.

I hate to direct you back to calling us, but it's the best option. Under our contact us page, look for the Overseas number next to Overseas enquiries - general. This is one you haven't tried, according to your original post, and I believe would be the most useful for getting your address and tax details updated in real-time over the phone. The myGov one may be more for trouble-shooting myGov. I regret that this isn't the outcome you were looking for, but hopefully you get through quickly this time, and someone is able to sort your account out.

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_JoshH(Community Support)Community Support
22 Jan 2021

Hi @Eunice,

Thank you for reaching out to Community with your problem. Hopefully I can help alleviate your frustrations.

In peak times it can take longer than 15 minutes to get through, and I understand that this can be costly when calling from overseas.

You've also mentioned that you are unable to log in to myGov as it's requiring you to authenticate using an Australian phone number, which you don't have.For this exact use-case, we have developed a myGov Code Generator app available on Android and iPhones that allows you to generate a code directly from your phone, and allow access.

Please look at the above information that I linked, and download the app, and see how you go. If you are still having issues, please let us know and we will be happy to continue to assist further.

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Get in touch with ATO from overseas without waiting in a long queue | ATO Community