We're aware of some issues in myIR that will take more time to fix. As we work towards resolving these, we want to keep you updated on our progress and our solutions. We'll update the issues on this page whenever we have more information to share.
Once an issue has been fully resolved, we'll move it to our archived answers page.
If you think anything is missing or unclear from our web content, send us an email with examples (text, screenshots and URLs) to firstname.lastname@example.org
We’ve heard some tax agents asking about accessing information that is only available in the client list report. As this is only available to Owners and Administrators for security reasons, we have made some of this information accessible to other users in different parts of myIR.
The following information will be available to Users, Restricted users, and Logons with Read only access:
All logons will now be able to see the following information:
You can access this information in the income tax account tab for the customer. Choose My details before selecting Registration details and choosing More.
All logons will also be able to view any electronic filing exemptions and their effective date. This is available in the Payroll account tab for the customer under My details. Select Registration details and open More to find this information.
Period level information
All logons will now have access to the following information at the period level for income tax customers.
You can access this information in the income tax account for your clients. Choose the relevant Income tax period and select More.
We’re currently looking at making information about the debt balance under arrangement for both individual and non-individual customers available. We’re also working to make information on Losses to carry forward for non-individuals available and will update you here when we have more information.
Updated 15 October 2019
We’re aware that some tax agents have encouraged their clients to use a higher tax rate, such as a secondary tax rate (ST code), to help offset tax bills based on other income they receive.
Due to changes in the Tax Administration Act 1994 Schedule 5 Part A clause 4, this is no longer allowed if the income being taxed at the higher tax rate is their only source of PAYE income. The legislation was updated with effect from 1 April 2019 by the Taxation (Annual Rates for 2018-19, Modernising Tax Administration, and Remedial Matters) Act 2019 Sec 109(2) which changed the phrasing around use of tax codes when considering an income source from “annual income is” to “total PAYE income payments are”.
Employers and the Ministry of Social Development have been instructed to change tax codes in accordance with the new legislation. We have issued letters to affected customers to let them know their new tax code. Many of these letters were sent directly to customers rather than following the redirect, which you can read about in our Letters section.
If you do not want a client to have their source deductions taxed at the rate in this letter, you’ll need to apply for a tailored tax code. You can apply for a tailored tax code in myIR. Navigate to the clients’ income tax account and choose I want to… before selecting Tailored tax application.
We recognise that these changes may have a significant impact on your clients and apologise for the short notice and any inconvenience we’ve caused.
From October, we’ll begin issuing letters to individuals where the tax code they’re using is unsuitable. For example, this may include an individual using the correct secondary tax code, but whose secondary income tax spans tax brackets and results in too much PAYE being deducted. We’ll recommend these individuals apply for a tailored tax code to calculate a rate that will work for them. Once this tailored tax code has been granted, we’ll notify both the individual and their employer.
Added 7 October 2019
We’ve received feedback that some of our letters are being issued directly to clients rather than redirecting to tax agents. While some of our letters are designed to always go to clients, there are others issuing incorrectly. We’re working to resolve this as quickly as possible and will update this page as we receive more information.
You can read a list of resolved issues with letters in our archived answers.
Tax code letters
As part of our plan to simplify the tax system for all customers, we’ve recently sent out letters and e-mails to those we think might be on the wrong tax code. Our aim is to make sure they’re having the right amount of PAYE deducted from their income.
We’ve also notified employers and the Ministry of Social Development if the PAYE being deducted was from a benefit or a pension.
We’ve been made aware of an issue where these letters were sent directly to employers and customers, rather than following the tax agent redirect. We’re currently working through to resolve this issue and will provide an update here once it is fixed.
Letters correctly sending to clients
The following letters have been designed to always go to the client:
The notification of a direct debit is issued to the recipient of the refund by design. In most cases, the client will receive this letter as the refund will generally be deposited directly into their account. If you’re using the new refund redirect to route refunds to your own bank account, this letter will go to you instead. Changing this letter without the refund redirect means your clients will receive refunds without knowing where they came from.
Requesting copies of letters sent to clients
We've made some changes to how our staff issue carbon copies of client letters. These were incorrectly being copied to a tax agents IRD number meaning the notification email alert was advising there was a mail item for the agency, rather than the client.
Going forward, if the agent is unable to view the client letter electronically and needs a copy of the letter, we will need to print a paper copy of the original letter item to be sent by post.
Updated 7 October 2019
There was an issue causing late submission alerts to incorrectly appear for some customers.
We have fixed the issue for customers with an extension of time (EOT) who receive an automatically issued income tax assessment.
We have now fixed the issue for customers with an EOT who have filed an Individual income return – IR3, or who have amended their automatically issued income tax assessments to include other forms of income (resulting in them now having to file an IR3).
You will not receive any late filing penalties due to this error.
Updated 3 October 2019
We've now introduced the new design for both:
This has been developed to meet the needs of customers and intermediaries and be mobile and tablet responsive.
Onscreen income summary
The screen layout is different when you click View details on the Income Tax Summary tab to see the income tax summary information.
At the highest level, each income source will show a total gross amount and total deductions for the date range selected in the From/To box. Changing the From/To box onscreen will update the tables on display. You can select any time period from 1 April 2015 onwards.
Income sources and their deductions (including salary, wages, benefits and taxable pensions) will only display when they are relevant. Only the total gross income and total deductions will display per income type at this level.
We've included help text to explain what PIE income is and where to go for more information on whether to include it in an income tax return.
If a customer enters any non-business expenses, student loan or Working for Families income adjustments, these will also display on screen.
Selecting View breakdown for any of the income sources opens up a new table of information specific to that income source below the higher-level totals. This shows a breakdown of gross amount and deductions, as well as totals per payer, for each period reported in the source return (such as by pay period). There is also an additional table that sums up the figures for each income source in case you have more than one.
For example, when you select View breakdown for Salary, wages, benefits and taxable pensions it will display, by employer:
Each employer will have a source total row so you can see the split of income totals by employer. There will also be a table that combines all the income and deductions for Salary, wages, benefits and taxable pensions. That way you can see:
Selecting View details on any of the monthly rows will then show additional source information in relation to that income.
For example, when you select View details on an employer’s income row, the pay information details, including tax code used, will display.
Exported income PDF
To balance the needs of customers and tax agents there are now 2 exportable PDFs of income. You can generate both exports for varying date ranges using the From/to field.
Proof of income
This is available for individual customers and both customers and intermediaries can run this report. It contains all details held by Inland Revenue as a sum total for the selected period range. You can use this as proof of income for StudyLink, the council rates rebate or for anyone else needing the information.
It is 1 page of high-level information providing a sum total of the income and deductions held by IR for a selected date range. It breaks down the income and deduction totals by source type. Income sources and their deductions (including salary, wages, benefits and taxable pensions) will only display when they are relevant.
It does not include:
You can run the more detailed income export if you need more information.
This is a more detailed report that you can use to file an income tax return or extract income information in a printable format. It is available for both individuals and non-individual entities. Customers and intermediaries can both run the report.
Depending on the time span and the volume of different income sources, it may span several pages. The first section provides a sum total of the income and deductions held by IRD for a selected date range.
The next section breaks down the income and deduction totals by source type for each financial year within the date range selected. Income sources (including salary, wages, benefits and taxable pensions) will only display when they are relevant. It will then show the ACC earner premium amount and the total tax paid.
Other income or adjustments that may be required to file a tax return are in the Other income types section. These will only show where relevant:
The detailed income breakdown splits all the income from any of the above types by financial year. The breakdown will show monthly figures received, by employer (if there is more than one). This section will show PAYE deductions, earnings not liable for ACC and student loan deductions for each line item.
All other income sources, if they exist, will be broken down by payer (if there is more than 1) and show the gross amount and tax deducted line items.
Updated 1 October 2019
We have stopped issuing GST refunds by cheque from 25 September 2019. All refunds are now paid by direct credit. This is to align with the Tax Administration Act 1994 section 184A
Make sure your bank account, and your clients' bank accounts are correct to avoid delays in refunds being received.
Please contact us to discuss your options if there are any reasons why you cannot provide a bank account.
Added 27 September 2019
Updating bank account details
We’re aware of an issue preventing bank account details from being updated when the change is requested through a GST return or an assessment confirmation. We’re in the process of resolving this issue and will provide an update here once it has been completely fixed.
We have now resolved this issue for bank account update requests within E-filed income tax returns.
If you believe a return of money paid was sent to an old bank account because of this issue, please contact us.
You can always update your bank account details through myIR.
Credit transfer requests
We previously reported that we had fixed an issue affecting customers requesting transfers without a bank account on file. We’ve made changes to our system in order to resolve this, but some tax agents have let us know the issue has not been completely fixed. We are currently looking into solutions for this issue and expect to provide you with an update here soon.
As our system needs to process all the period balance at the same time, we will still wait for a bank account to be provided before processing refunds for residual credits.
We have now fixed an issue causing credits – such as donation tax credits – to be automatically offset towards income tax payments which were not yet due. This issue was affecting customers with a provisional tax liability. If your client has had a credit transferred to a future income tax liability that they would prefer to have refunded, please send us a message in myIR or contact us.
Incorrect transfer amounts displayed
We have now fixed an issue with the amounts available for transfer when filing an income tax return resulting in an amount to pay.
Previously, if a customer filed an income tax return with an amount to pay when they had previously made a payment (such as provisional tax) that exceeded that liability, the amount available to be transferred was displaying incorrectly.
These transfers will now be completed correctly.
Transfer of small amounts
We have now fixed an issue where financial transfers for amounts less than $1.00 were recorded as being completed without being processed. As of 18 July 2019, transfers of small amounts between accounts will create a work item to be completed.
Transfers in myIR
We’ve had some questions asking about the ways that transfers are handled and processed in myIR. To try and address some of these questions, here is a brief explanation of how transfers work in our new system.
For a tax agent to request a transfer from a client, they will need to be linked to the client and be granted Full account access account permissions to the client list for the current location of the credit. The tax agent, however, does not need to be linked to the recipient of the transfer.
If the credit is going to an associated person, the effective date of the transfer will be the best effective date rather than the date the transfer is requested.
Full payments with the same effective date can be shifted, with the effective date remaining the date of the payment. You’re not able to shift a partial payment, but you can do a credit transfer for a partial amount. In this case, the standard credit transfer date rules will apply.
Requesting a transfer does not necessarily mean that we’ll move the credit as requested. When there are higher priority periods or accounts which the credit should go to, the credit will instead follow our automated offset rules.
To prevent a tax agent’s employees from being able to access their personal account information, tax agents linked to themselves are not treated as a client. This means that they cannot perform tax agent specific functions – such as financial transfers – on their own IRD number.
There are a few other instances where the transfer will not be processed. If this occurs, one of the two following error messages will be displayed:
Error: No credits available to transfer
This error may display if:
Error: Client not available for this service
This error may display if:
Where applicable, the same restrictions and error messages will apply to the destination period.
If a destination client is not available to be transferred to, we will continue to process and release a refund from the source client.
Updated 27 September 2019
The Client list report is available to Owners and Administrators under Agency reports in the Tax preparer tab.
As this is a new feature, we want to provide as much information as we can about the function and purpose of each section. You can read a brief description of each sub-section and column of the client list report in our Resource library.
New account types added
Due to the implementation of Short process rulings and the Research and Development Tax Incentive, tax agents, bookkeepers and other representatives can now link to these accounts in myIR. We have added these accounts to the client list report so you can keep track of the accounts you are linked for.
The accounts will show in myIR as:
First name, surname
In a few cases, the client list report was displaying customer names the wrong way around – showing as First name, Surname. We have now fixed this issue, so that all customer names should be displayed correctly.
2019 tax year information
On 1 June, we refreshed the client list report in myIR so that it contains information about the 2019 tax year.
The following fields on the report have been updated to ‘Income tax 31/03/2019’:
From next year onwards, we intend to refresh the report on 1 May; not 1 June.
Based on your feedback, we’re also making some slight adjustments to the report. For example, a client’s legal name will now be retrieved on the report instead of the trade name. We have also fixed the error where the Balance under arrangement column was showing an incorrect amount.
We’re working on other adjustments at the moment and will provide details on this once they’re finished.
Updated 27 September 2019
Some tax agents have let us know that they do not want all agency Administrators to have access to all customer level mail sent to the agency’s myIR account. We’ve listened to your feedback, and from 29 August 2019 we have introduced the Restricted administrator role to better control mail access.
Restricted administrators are able to access all of the features and functionality available to an Administrator but cannot view all customer level mail issued to the agency. This includes mail such as the summary of account, which is issued at the agency customer level (or IRD number level) as it may contain information on multiple accounts or tax types at once. They will still be able to access all agency reports, the extension of time dashboard, and the client list security options.
This will not affect access to account level mail for accounts they have been provided specific access to. For example, a Restricted administrator who has been delegated access to the agency’s GST account will be able to view any mail at the GST account level.
Agency Owners can downgrade Administrators that they do not want to have customer level mail access to Restricted administrators in myIR. Go to Settings, select Manage additional logons and choose the logon you would like to amend. Select the Change button in the Settings section and use the drop-down box to select Restricted administrator before saving.
We will update our website and other supporting material to include information on this new role option in the next few weeks.
Updated 29 August 2019
Non-resident directors and Executive Office Holders (EOH) are now able to register for myIR without an IRD number.
Select Register from our home page to begin the registration process. Choose Create a myIR account for your non-resident business or organisation and fill in the form.
You will need to provide:
You will need to call us to activate your account and complete the process.
Updated 23 August 2019
In our new system, credits in a tax account were set to automatically transfer to any account with an amount due within 10 days – rather than providing a refund. However, we’ve heard that many tax agents find this automatic transfer of credit confusing or difficult to manage due to varied processing times.
While we hoped that this would simplify the tax process for both individuals and tax agents, we’ve listened to your feedback and removed this rule. We will no longer automatically transfer credits between periods or tax types with amounts due in the next 10 days.
Credits will still be automatically transferred to an account that has an overdue amount.
Updated 21 August 2019
We've implemented the following fixes as part of the ongoing improvements to our website:
Foreign investment funds (FIF) and controlled foreign company (CFC)
We have now added disclosure spreadsheets to the FIF and CFC sections of our website, which can be used to add more than 10 entries to a disclosure. These spreadsheets are available under Other ways to do this at the bottom of the relevant page.
These forms are also available in myIR when filing the relevant return.
Forms and guides
There is a now a filter option in the forms and guides section. It allows users to easily search products by shoulder number or keywords.
For the most up-to-date version, visit forms and guides
Depreciation rate finder
Through user feedback, we’ve updated the depreciation rate finder. It no longer displays an error message when launching in a new window.
We have introduced a number of fixes and improvements to the search functionality. We’ll continue to address any issues as they arise.
You can use our website feedback form to notify us of issues with search – it's particularly helpful if you can give us specific search terms which haven’t produced the expected result.
We’d like to thank everyone who has used our feedback form to share their thoughts on our website. Although we cannot respond to any messages sent through this form for privacy reasons, all feedback submitted is valuable in helping us to improve our website.
We have now updated the wording on the feedback form to reflect this.
Updated 21 August 2019
We've made changes to imputation credit accounts (ICA) this year due to our system upgrades.
We’ve now fixed an issue that was preventing the ICA account balance from updating with the filing of the IR4 & IR4J.
You can now submit interim IR4J forms through your myIR account. You can do this in the I want to menu under the period level of the customer.
If you do not have a myIR account, you can register here. If you cannot register for an account, you can file a paper return.
We have now also fixed an issue that was preventing customers with a non-standard balance date from filing an interim Imputation return – IR4J. Customers can now file their IR4J for 31 March 2020 in myIR, or by sending us a paper form.
Note: We do not have a dedicated paper form for filing an interim IR4J, but you can use the annual form.
Updated system management
Our system can now account for payments and transfers into an ICA. Until now, we could only calculate transactions out of an account. This meant customers needed to file interim returns to calculate received transactions. We expect the need to file interim returns to stop over the next few years.
Interim returns for a completed tax year
We previously allowed customers to file an interim return for a completed tax year to release tax refunds. But this was legally incorrect and caused confusion for customers when filing.
For example, most provisional tax payers use the standard method and have a standard balance date. Their instalments for the year ending 31 March 2019 would look like this:
Some customers would include the 3rd instalment of provisional tax in the prior year's IR4J, resulting in filing a 16-month return.
As part of this fix, our system will only process an IR4J for a completed tax year if it’s accompanied by an IR4.
You'll be able to account for the payments made after 1 April 2019 by filing an interim return for 31 March 2020. Even if you haven’t filed the prior year’s IR4J, you still use the closing balance from that year as the opening balance for the interim return.
Closing balances available in myIR
The imputation credits (ICA) and Māori authority credit accounts (MAC) closing balances from the 2018 year (and onwards) are now available to view in myIR. Tax agent owners and administrators can see these in the client list report which is in the Tax preparer tab in myIR.
Non-individual income tax returns, including IR4Js, are not visible in myIR due to a limitation with data converted from our old system to the new system. Any IR4Js filed from 26 April onward will be accessible.
If you need to see a closing balance for any period before 2018, this will pre-populate into the next years income tax return in myIR, or you will need to send a secure message in myIR or call us.
Updated 21 August 2019
We’ve had several queries about the letters some tax intermediaries have received regarding their clients’ debt.
When we send debt information directly to customers, we’ll send out one message summarising their debt for all accounts and periods.
Since 26 April 2019, tax intermediaries who receive mail on behalf of their clients will receive a separate debt letter for each account and period. This may result in intermediaries receiving a letter or web message for each of a client’s in-debt accounts. If you’re unsure of the amount of debt a client owes, you can see their total period and account balance in myIR.
We are unable to combine debt information for clients in the same way. Agents are not always linked for all accounts and sending separate letters ensures you only get the info you’re meant to.
Added 31 May 2019