How to submit a support ticket
All technical and operational questions go through the Support Portal. Log in and submit a ticket.
The portal keeps a record of every ticket you've raised, its status and our response, so nothing gets lost in an inbox.
Before you submit
Work through these three steps in order.
1. Research it yourself
Review the relevant course content, Knowledge Base articles, procedures and training materials, along with the ATO rulings, legislation and other primary sources. Work through the logic and form your own view of the answer.
2. Ask the community
If you've done the research and still need input, post the scenario in the WhatsApp group along with what you've already checked. Other participants have almost certainly come across your exact situation, and most questions are resolved there quickly.
3. Raise a prepared ticket
If it's still unresolved, submit a ticket in the portal.
What your ticket must include
- The problem - what you're trying to determine.
- Your research - the Knowledge Base articles, ATO rulings, legislation or other sources you reviewed.
- Your workings - the calculations or reasoning you produced.
- Your position - what you think the treatment is, and why.
- The community response - what came out of the WhatsApp discussion.
Tickets submitted without research, a proposed position and evidence of community discussion will be closed.
This process is intentional. The program is designed to build independent, competent tax agents. Working a problem through to a proposed answer is how that judgement gets built and it's the same standard you'll be held to as a registered agent.
Attaching documents
You can upload supporting documentation with your ticket.
Use de-identified extracts only. Do not upload client TFNs or full client source documents.
What happens next
Our standard review window is 5 business days. This scales with ticket volume.
You can see the status of every ticket you've raised in the portal.
If your ticket is closed for missing information, you'll be told what was missing. Add it and resubmit.
If you need a meeting instead
Some problems are faster to work through live. Raise the ticket first with your problem, research and proposed solution, then book and reference the ticket number.