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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.


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