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chantelot(Newbie)Newbie
16 Apr 2026

Hi,

I recently moved back to Australia after living overseas and am trying to access my ATO account.

My TFN and date of birth are recognised, but I get stuck at the additional identity questions stage — my answers are rejected and I cannot proceed any further.

I have already:

  • Contacted the ATO multiple times by phone
  • Visited a registered tax agent, who was also unable to resolve or relink my account

I understand identity verification is required, but I currently cannot pass the automated questions and phone support has not been able to assist.

Could someone please advise:

  • What the correct process is for manual identity verification, or
  • How I can reset or re-establish access to my ATO account in this situation

Thanks in advance for your help.

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Liked by anniewarner67
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All replies

RachelATO(Community Moderator)Community Moderator
17 Apr 2026

Hi @chantelot,


You'll need to follow the standard linking process to connect your myGov account to ATO online services.


If you get stuck, contact our individual line (Monday to Friday, 8:00 am to 6:00 pm). They'll help you access our online services.

chantelot(Newbie)Newbie
18 Apr 2026

Hi, thank you. My frustration is that I have called and the agent said I couldnt supply the correct info. I called another time, same results. I paid a tax agent to go into my account and supply the correct info and still I can't link my account. Friday I called again, was on hold for 30 minutes for the agent to answer and then cut me off. So I was hoping there is an actual office in Perth I can go to to help.


RachelATO(Community Moderator)Community Moderator
20 Apr 2026

Hi @chantelot,


We don't have walk-in offices anymore. You'll need to resolve this by phone when the linking questions don't work. This is the standard process when the information you're providing isn't matching our records, even after a tax agent has tried to help.


Our phone lines are available from 8:00 am to 6:00 pm, Monday to Friday (local time). The best time to make contact is first thing in the morning or late in the day when wait times may be shorter.


Given the difficulty you've had contacting us, you could consider lodge a formal complaint. This will help escalate your query and get you in contact with the right person.

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