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sedli1(Initiate)Initiate
17 July 2025

Hi ATO team (hopefully the IT team)


I am having a problem where I cannot get access to the app since the deivce i have registered is the deivce I need to get the code for (you like need to send a verification code to another ATO app and can only see it via the app itself). It says on the app if you have problems like this to ring up the ATO about this which I did. To begin with, 10 days ago I deleted the app since I thought it was buggy (but it was actually going through maintance) and then i redownloaded it again. This is were the problem began.


The problem is that I cannot register my device since I cannot get the verification code as the code it would send it to would be on the ATO deivice I already am using. I know I have signed in properly too with MyID so I know it has nothing to do with MyGov and it has to do with the ATO. Th@ssommer0 @Michha @Brazuca @Bills1 k it has to do with IT. Maybe there is a way that IT can unregister our devices so we can re register them? Or is IT able to send us a new verification code which we can put in? I have tried to contact you guys and as well you have said you will escilate it although I have not heard back for 9 days now. This seems like a common IT issue that I have seen all over the ATO community that needs to be fixed.

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Liked by Badgamer1967 and Stash
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All replies

NikkiATO(Community Moderator)Community Moderator
18 July 2025

Hi @sedli1,


If the app’s asking for a verification code from the same device, and you’ve already reinstalled it, you did the right thing by calling us.


If it’s been escalated, that’s the correct process. It’s a busy time of year, but someone will get back to you.


If you haven’t already done so: you can check your device settings on our ATO app system support and permissions page. If you get locked out, this page on signing in might help.


We haven’t seen other reports of this – but we’re keeping an eye out for any issues raised and fixes.


If we hear anything, we’ll be in touch.

sedli1(Initiate)Initiate
28 July 2025

Hi NikkiATO and everyone,


It is all sorted now for me. You need to ring the ATO up for them to sort the problem out. They will usually make a case for it to be solved higher up and will give you a reference number for it. What they will do is get IT to manually from their side deactivate/remove your device, you will then get a text message that your device has been deactivated and then you are able to reactive your device again from the ATO App. You can reactivate your device again by authentication of your email and phone number. They said it would take 7 to 10 buisness days to look into this, but it took 14 buisness days (probably due to the busy time of year). Works well now. I wish the ATO however had a better system in place, so something like this does not happen, since this seems like a common issue that could happen especially if the device you are using is the only activated device.

Liked by sedli1
RaviDhaduk(Newbie)Newbie
11 Aug 2025

Can you suggest in what helpline number you called? I called 132861 and they were not able to understand this issue. They were pointing to technical issue and didn’t talk about raising a case.

Antman87(I'm new)I'm new
14 Oct 2025

Please supply a fix for this.

I just spent 90minute on hold then another hour on the phone with the ATO trying to sort this out.

why can’t we use? 2nd for of authentication like every other app?

there’s normally a button to say I can’t access this device.

(even this forum is clunky. I replied here yet it posted somewhere else)

torinwork(Newbie)Newbie
3 Apr 2026

Hi ATO team,


This is still an issue. I called about this over a month ago and I was told the issue would be escalated, but I've since heard nothing.


Please just fix this bug instead of giving quick fixes to each user. I'm now stuck with no resolution and I will not go on hold for an hour every time this issue arises.


Thanks

Liked by Stash

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