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mikarlateague(Initiate)Initiate
6 Sept 2023

Hi There,


I'm trying to make a refund from my activity statement/ client integrated account which has a significant CR. I've done it before in the past - but when I go to request a refund now it states - " Reconcile the account before submitting this request. See Help for more details."


What does this mean exactly? Help is very vague - and I appear to have done everything it suggests. I've updated all my financial details info, everything seems fine otherwise - No outstanding BAS statements etc. Everything has been finalised from what I can see.


When I attempt the refund - it just says "contact us"?


Help! Thank you

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3 replies
1,306 views
3 replies

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Most helpful reply

TeddyATO(Community Support)Community Support
6 Sept 2023

Hello @Mikarleteague,


Normally when it states that it is usually due to something happening in the background. Or its because there are a set of checks that can't be done automatically. Usually when you contact us we do some checks and if its a viable refund we escalate it off to accounting to get actioned. If you dont have the time to contact us you can send a request through secure mail in the ATO Online Services requesting the refund. Before you do that though I would suggest making sure everything is lodged and up to date. Also check your communication history in case there is something we have sent you that may explain the inability to self serve.

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Most helpful reply

TeddyATO(Community Support)Community Support
6 Sept 2023

Hello @Mikarleteague,


Normally when it states that it is usually due to something happening in the background. Or its because there are a set of checks that can't be done automatically. Usually when you contact us we do some checks and if its a viable refund we escalate it off to accounting to get actioned. If you dont have the time to contact us you can send a request through secure mail in the ATO Online Services requesting the refund. Before you do that though I would suggest making sure everything is lodged and up to date. Also check your communication history in case there is something we have sent you that may explain the inability to self serve.

mikarlateague(Initiate)Initiate
5 Oct 2023

Hi there,


Thank you for your reply. Secure mail is also down for me and has been for months? I've called the ato twice, and neither support people could work out why the online services is not working for me.


An over the phone operator submitted a manual refund request for me, however its been over 3 weeks and still no refund?


Is there a direct line I can contact, or a support person who can contact me? I've been having these issues for 3 months and nobody can appear to resolve the problem - It's beyond frustrating as I'm a sole trader and this is disrupting business.

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