• Setting up AUSkey troubleshooting

    This page is for troubleshooting common problems experienced when trying to set up and activate your AUSkey, or issues trying to use your AUSkey at login.

    Known issues

    Unable to access ATO portals

    If you have experienced an issue accessing the ATO portals when using Internet Explorer or Safari browsers you will need to:

    Note: Safari (Version 12) packaged with the release of MAC OS codenamed “Mojave” is not compatible with AUSkey. We recommend you switch to Firefox or Chrome.

    Cannot progress to the next step

    The 'Continue' button may not appear on the login screen for some users. To display this button:

    • deselect your credential – select the field 'Please select a credential from the list'
    • select your credential again and the Continue button should appear.

    Forgotten password

    If you cannot remember your AUSkey password, you will need to register for a new AUSkey. Your password cannot be reset.

    Further information can be found at AUSkey – Forgotten password.

    Login page

    If you can see the myGov option, but not your AUSkey details you will need to connect the ABN to your myGovExternal Link account.

    If you need to use an AUSkey and cannot see your AUSkey details on the login screen, follow the general troubleshooting steps below.

    General troubleshooting

    To get AUSkey working on your computer, follow these steps:

    1. Check your operating system and internet browser are compatible with AUSkey.
    2. Check you are using the latest software for AUSkey.
    • AUSkey compatibility

      AUSkey has been tested against operating systems and browsers. This page lists systems and browsers compatible with AUSkey.

    • Download software for AUSkey

      Download the right version of the AUSkey software for your computer or USB stick.

  • Last modified: 21 Sep 2018QC 384