Troubleshooting an Unsuccessful ATO Connection
Introduction
When setting up automated super stapling in Canyou, a connection to the ATO is required. This can be set up in the ATO Access Manager portal. Once done, you'll need to check the connection back in the employer superannuation portal in Canyou. If the connection fails, use this guide to troubleshoot why that might be the case.
Troubleshooting
Some things to check when your Canyou<>ATO connection is unsuccessful:
Check the provider and SSID details are correct
Login to the ATO Access Manager portal and check that the details have been added correctly under "My hosted software services":
- Provider name: SuperAPI.com.au
- Provider ABN: 67 674 661 244
- Software ID (SSID): 8221758777
If you do not have access to "My hosted software services", it is possible you do not have the relevant permissions in order to set up the connection. In that case, send the instructions to an authorised person (i.e. the business owner, or your BAS/Tax agent).
Check if the business is blocked from accessing stapling
Check that you can access the stapling service via the ATO Online Services portal. You can do this by logging in and going to Employees > Employee super accounts. If the page returns Access Denied, this indicates the business entity is currently blocked from performing stapling requests and you'll need to contact the ATO to get unblocked.
BAS & Tax agent setup troubleshooting
If you are a BAS or Tax agent, and have set up the connection under your agent entity portal, ensure that the client has added you as an agent within their ATO portal. When checking the connection in Canyou, ensure you enter your:
- Agent number (RAN or TAN)
- Agent entity ABN (Not the clients ABN)
If the details match the agent details as per Access Manager, the connection will be successful in the employer superannuation portal in Canyou.
Check ATO status page
Check the ATO status page. We're aware of cases where the initial connection will fail if there is a current outage with the ATO's Online Services. In this case, we'd recommend trying again once the system is back online.