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Mirna(Newbie)Newbie
11 Aug 2022

Hi.


I tried adding two new clients to the ATO portal with their TFN’s and date of birth which are 100% correct. They are found with these details on the ATO page, the whole process is followed to the last step and then when I need to submit my new client addition I get a message from ato portal saying John Doe is not added as a new client.


I have contacted ATO multiple times over the phone, nobody has an answer and my client is still not added to the portal - how can I add them on?


Client also nominated my registered agent number and name as their tax agent and I have tried adding them to the portal after that but to no avail.

1,164 views
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1,164 views
2 replies

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Most helpful reply

JodieR_ATO(Community Support)Community Support
15 Aug 2022

Hi @Mirna,


Did you have success with adding one new client? If so it may be the other new client is a SAC (security accessed client), or has an indicator on their account which prevents anyone from accessing their details, or lodging on their behalf without our assistance.


You can always get your client to find out if you're their listed agent on our end, or why you're unable to access their account.


There's also information for agents about client lists on our webpage.

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Most helpful reply

JodieR_ATO(Community Support)Community Support
15 Aug 2022

Hi @Mirna,


Did you have success with adding one new client? If so it may be the other new client is a SAC (security accessed client), or has an indicator on their account which prevents anyone from accessing their details, or lodging on their behalf without our assistance.


You can always get your client to find out if you're their listed agent on our end, or why you're unable to access their account.


There's also information for agents about client lists on our webpage.

Mirna(Newbie)Newbie
17 Aug 2022

No, it hasn't been resolved after numerous calls to ATO.

It had to be escalated to the Complaints team.

Still in progress.

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