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nathanoniascole(Newbie)Newbie
28 Apr 2023

The ATO service was previously linked and worked, but when they launched the new myGov portal it no longer worked as it said my details didn't match, even though they hadn't changed.


I tried to unlink and then link the ATO service again, but during the registration when I was prompted to put in my details, I received the following error:

PAB.DE.0002 error when attempting to link ATO service to MyGov


As instructed, I cancelled out of the screen. Then when I tried to visit the linked service received this error:


An error has occurred

We are currently experiencing technical difficulties. We apologise for any inconvenience.

Return to myGov and try again. If the problem continues, contact usLink opens in new window

.

Error code: server_error


Please fix this issue ATO

1,009 views
5 replies
1,009 views
5 replies

Most helpful response

Most helpful reply

CaroATO(Community Support)Community Support
7 July 2023

Hi @DiegoFernandez,


To keep your TFN safe we've extra protection on it. When you speak with us, we'll lift the protection for 48 hours. This'll allow time for you to lodge your tax return and keep your TFN safe.


Unfortunately, we don't have access to tax records on this forum.

All replies

AriATO(Community Support)Community Support
5 May 2023

Hi @nathanoniascole


For the server_error clients have unlinked then relinked again and thats worked for them.


PAB.DE.0002 usually means you have extra security on your account. Are you aware of this? Reasons for this could be if someone else tried to use your TFN. You'd need to speak with us so we can access your records to check what's the cause.


DiegoFernandez(I'm new)I'm new
4 July 2023

Hi @AriATO , thank you for the information.


I am experiencing the same issue when trying to link mygov with my ATO account. I keep receiving the error message "Your details could not be matched. Select cancel to exit the session. Error code: PAB.DE.0002".


I have had a previous issue with someone attempting to use my TFN, and ever since then, I have been encountering this problem every time I try to claim my taxes. Last year, I managed to resolve it by calling, but this year, I have been on hold for a long time without being able to connect with anyone.


I was wondering if you could assist me with this issue. I would greatly appreciate your help!

Most helpful reply

CaroATO(Community Support)Community Support
7 July 2023

Hi @DiegoFernandez,


To keep your TFN safe we've extra protection on it. When you speak with us, we'll lift the protection for 48 hours. This'll allow time for you to lodge your tax return and keep your TFN safe.


Unfortunately, we don't have access to tax records on this forum.

acemmett(I'm new)I'm new
31 July 2023

I'm just going through this today, seems poorly managed by the ATO in terms of communication to the TFN holder. I've been experiencing exactly the same issue, rang the ATO support number for them just to say they're not taking calls so couldn't get through so I went to my accountant who also couldn't get onto my account and said it looked like it had been wiped.


He rang the ATO through another number who advised him that my TFN had been compromised and the account was locked as such. That's fine, but why not notify us of this and especially when the ATO isn't even taking calls.


I was also told that I could have the 48 hours temporary access but it would be at my own risk and ATO would take no responsibility. I could see from the screenshot my accountant sent me that my email account had been changed and a random phone number added.


The ATO needs to provide better communication to their customers on this issue.

CaroATO(Community Support)Community Support
2 Aug 2023

Hi @acemmett,


It's a good idea to update your email and phone number as soon as possible if you haven't already. If you could check if your financial institution details, addresses and contacts are all correct would be awesome. Also make sure if you've any authorised contacts that their details are up to date.


We value the feedback we get from community members, it helps us improve. Have a think about submitting a feedback form so we can look into your suggestion further.

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