Technical faq inland Revenue Authority of Singapore myTax Portal & easy



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straight connector 27Technical FAQ

Inland Revenue Authority of Singapore



myTax Portal & EASY

Technical FAQ


Contents


Contents 2

Q1. How do I save the Income, Deductions and Reliefs Statement/ Consolidated Statement/ Acknowledgement page? 3

Q2. How do I clear the browser’s cache (temporary internet files)? 3

Q3. I am facing technical difficulties/ page error when e-Filing my tax return. What should I do? (Google Chrome and Mozilla Firefox Users) 6

Q4. What should I do if I am still experiencing page errors after completing the steps in Questions 2 and 3? 7

Q5. How do I check the version of my operating system? 8

Q6. How do I check the version of my browser? 11

Q7. Why am I unable to view my Notices? 14

Q8. I am using iPad/ iPhone with Safari, but am unable to view my Notices. 14

Q9. What are the minimum software requirements for accessing myTax Portal? 15

Q10. How do I enable cookies on my browser? 15

Q11. Can I click the browser's back button to go back to the previous page when accessing myTax Portal? 19

Q12. What should I do if I hit “The page cannot be displayed” error when I try to access myTax Portal or EASY? 19

Q13. What should I do if the server is down, or the page cannot be displayed? 20

Q14. How do I install Adobe Reader? 20

Q15. What should I do if I see the “Unable to process transaction” error message upon login? 21

Q16. I’ve encountered Error Code 40111. What should I do? 21

Q17. I’ve encountered Error Code 40120. What should I do? 22

Q18. I’ve encountered Error Code 40123. What should I do? 23

Q19. I’ve encountered Error Code 40125. What should I do? 23

Q20. I’ve encountered Error Code 40130. What should I do? 24

Q21. I’ve encountered Error Code 83011. What should I do? 24




Q1. How do I save the Income, Deductions and Reliefs Statement/ Consolidated Statement/ Acknowledgement page?

A1. For PCs running Windows with Internet Explorer browser



  1. Select "File > Save As" from the top of the browser window menu

  2. Select the location to save the HTML document

  3. Type in the desired file name in "File name:" and click on "Save" button


For PC running Windows with Firefox browser

  1. Select "File > Save Page As" from the top of the browser window menu

  2. Select the location to save the HTML document

  3. Type in the desired file name in "File name:”

  4. Choose “Web Page, complete” in “Save as type:” dropdown list

  5. Click on "Save" button


For Apple computer with Safari browser

  1. Select "File > Save As…" from the top of the browser window menu

  2. Type in the desired filename in "Save As:" or “Export As:”

  3. Select the location to save the HTML document

  4. Select “Web Archive” under the “Format:” box

  5. Click on "Save" button


For Apple computer with Mozilla Firefox browser

1) Select "File > Save Page As…" from the top of the browser window menu

2) Type in the desired filename in "Save As:"

3) Select the location to save the HTML document

4) Select “Web Page, complete” under the “Save As:” box

5) Click on "Save"



Back to contents page

Q2. How do I clear the browser’s cache (temporary internet files)?

A2. Close all other applications running in your PC to free up memory space.

Press Ctrl + Shift + Delete(Windows)/ Shift + ⌘Command + Delete(Mac OS), and follow the instructions below:

For Internet Explorer 7:


  1. Click "Delete all…"

  2. Click "Yes" on the new pop-up window

  3. Click "OK" to exit the Internet Options dialog


For Internet Explorer 8 to Internet Explorer 11

  1. Check the box next to “Temporary Internet files”

  2. Click "Delete"

  3. Click "OK" to exit the Internet Options dialog

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For Google Chrome:

  1. In the “Clear All History” window that appears, set the “Obliterate the following items from: to “the beginning of time.

  2. Ensure “Cached images and files” is checked.

  3. Click the “Clear browsing data”.

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For Mozilla Firefox 31 and above:

  1. In the “Clear All History” window that appears, set the “Time range to clear”: to “Everything”.

  2. Expand the “Details” and ensure “Cache” is checked.

  3. Click “Clear Now”.


For Apple Safari 6 and above in Mac OS:

  1. Click "Safari" on the menu bar

  2. Click "Empty Cache…”

  3. Click "Empty" button on the dialog box


If your PC hangs, please switch off for 5 or 10 minutes and open another browser to access myTax Portal again.


Back to contents page

Q3. I am facing technical difficulties/ page error when e-Filing my tax return. What should I do? (Google Chrome and Mozilla Firefox Users)

A3. This could be because you had ticked the box to prevent the page from creating additional dialogues. Please close your browser and reopen it. Ensure that the box is unchecked.


Google Chrome:

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Mozilla Firefox:

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Back to contents page

Q4. What should I do if I am still experiencing page errors after completing the steps in Questions 2 and 3?

A4. You can email tpsmu@iras.gov.sg with the following details:



  1. Date and time when you encountered problems;

  2. The operating system you are using (e.g. Windows Vista, Macintosh OS X El Capitan , etc. Please refer to Q5)

  3. The browser type and version number (e.g. Internet Explorer 11, Apple Safari 8.0, etc. Please refer to Q6)

  4. The name of the Internet Service Provider (ISP) (e.g. Starhub, Singtel, etc.)

  5. The error messages you encountered or the screenshot of the errors encountered (if available)

Alternatively, you can call 1800-356 8015, 8.00am to 5.00pm from Mondays to Fridays.


Back to contents page

Q5. How do I check the version of my operating system?

A5. For PC running Windows Vista or Windows 7 operating system:



  1. Click "Start" on your taskbar

  2. Select "Control Panel"

  3. Go to "System and Maintenance" or “System and Security”

  4. Click “System”

  5. The operating system version is displayed under "Windows edition"



For PC running Windows 10 operating system:

  1. Click "Start" on your taskbar

  2. Select "Control Panel"

  3. Go to "System and Maintenance" or “System and Security”

  4. Click “System”

  5. The operating system version is displayed under "Windows edition"

For Apple computer running Macintosh operating system:

  1. Click the Apple picture on the top left menu bar

  2. Click "About This Mac"

  3. The operating system version is displayed under "Mac OS X"



For iPhone/ iPad

  1. Click “Settings”

  2. Click “General”

  3. Click “About”

  4. The operating system version is displayed under “Version”




For Android Phones/ Tablets

  1. Click “Settings”

  2. Click “About Phone”

  3. The operating system version is displayed under “Android Version”




Back to contents page

Q6. How do I check the version of my browser?

A6. For PCs running Windows:



  1. Click “Help” on the menu bar

  2. Click “About Internet Explorer/Mozilla Firefox”



For Apple computers:

  1. For Safari, click “Safari” on the menu bar and then click “About Safari”

  2. For Mozilla Firefox, click “Firefox” on the menu bar and then click “About Mozilla Firefox”



For iOS Safari (Mobile/ Tablet)
The version of the iPhone/ iPad’s operating system will be the version number of the browser.
For Google Chrome (Mobile/ Tablet)

  1. Click on the icon.

  2. Click on “Settings”

  3. Click on “Google Chrome”/ ”About Chrome”

  4. The browser version will be displayed under “Version”/ “Application Version”




For Firefox Browser (Mobile/ Tablet)

  1. Click on the icon.

  2. Click on “Settings”

  3. The browser version will be displayed under “About”



Back to contents page

Q7. Why am I unable to view my Notices?

A7. Please follow these steps according to your browser versions.


Microsoft Internet Explorer 7 to 11:

  1. Click "Tools" on the menu bar (Internet Explorer 7 to 10) or the button (Interrnet Explorer 11 onwards) at the right of the menu bar

  2. Click "Internet Options”

  3. Click “Privacy” tab

    • Ensure that “Turn on Pop-up Blocker” is unchecked

  4. Click "Advanced" tab

    • Scroll down until you see a title called "Security"

    • Ensure that the “Do not save encrypted pages to disk" is unchecked

    • Click "OK" button

  1. Restart the web browser



Back to contents page

Q8. I am using iPad/ iPhone with Safari, but am unable to view my Notices.


A8. This could be because you have blocked pop-ups, which prevents the notices window from appearing. To disable the “Block Pop-ups” function:



  1. Go to IOS “Settings”.

  2. Select "Safari".

  3. Disable "Block Pop-ups".

  4. Log in to myTax Portal and view your Notices again.
    Select “Allow” so that it allow the site to open a pop-up window to display the Notices.



Back to contents page

Q9. What are the minimum software requirements for accessing myTax Portal?

A9. For PC running Windows operating system:



  1. Operating System: Windows Vista or Windows 8.1 and above

  2. Browser: Microsoft Edge, Internet Explorer 11.0, Mozilla Firefox 47.0 or Google Chrome 51.0 and above


For Apple computer running Macintosh operating system:

  1. Operating System: Mac OS X 10.9 and above

  2. Browser: Safari Browser 9.0, Mozilla Firefox 47.0 or Google Chrome 51.0 and above


For Android mobile phones:

  1. Operating System: Android 5.1 and above (Lollipop)

  2. Browser: Mozilla Firefox 47.0 or Google Chrome 51.0 and above


For iPhone:

  1. Operating System: iOS 9.0 and above

  2. Browser: Safari 9.0 or Google Chrome 51.0 and above


Back to contents page

Q10. How do I enable cookies on my browser?

A10. For Internet Explorer 7 and above



  1. Click "Tools" on the menu bar (Internet Explorer 7 to 10) or the button (Interrnet Explorer 11 onwards) at the right of the menu bar

  2. Click the "Internet Options" tab

  3. Click the "Privacy" tab

  4. Click the "Advanced" button

  5. Ensure "Override automatic cookie handling” is checked

  6. For first-party and third-party cookies, click on "Accept"

  7. Click the "OK" button

  8. Click the "OK" button

  9. Restart the web browser



For Mozilla Firefox 31.0 and above on a Microsoft Windows computer:

  1. Click the Firefox button

  2. Click "Tools" on menu bar

2)    Click “Options...”

3)    Select "Privacy" icon on top

4)    Set "Firefox will..." to “use custom settings for history"

5)    Select the "Accept cookies from sites" checkbox.

6) Click “OK” button.


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For Safari 6.0 and above on an Apple Macintosh computer:


  1. Click "Safari" on the Safari menu bar

  2. Click "Preferences…"

  3. Go to “Privacy" tab on top

  4. Make sure the "Block Cookies" is set to "Never"

  5. Close the window



For Mozilla Firefox 31.0 and above on an Apple Macintosh computer:

  1. Click "Firefox" on the Firefox menu bar

  2. Click "Preferences…"

  3. Select "Privacy" icon on top

  4. Set "Firefox will..." to “use custom settings for history"

  5. Select the "Accept cookies from sites" checkbox.

  6. Click “OK” button.




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Back to contents page

Q11. Can I click the browser's back button to go back to the previous page when accessing myTax Portal?


 

A11. Do not use your browser's back button in the midst of your e-Filing. Where necessary, there are buttons at the bottom of every screen to enable you to go to the previous screens.



Back to contents page

Q12. What should I do if I hit “The page cannot be displayed” error when I try to access myTax Portal or EASY?


A12. Please ensure that “Use TLS 1.0” is checked by following these steps:

  1. Go to your Internet Properties

  2. Click on the “Advanced” tab

  3. Look for “Use TLS 1.0” in the list

  4. Please check the box for “Use TLS 1.0”



If “The page cannot be displayed” error still persists, please refer to Q15.
Back to contents page

Q13. What should I do if the server is down, or the page cannot be displayed?

A13. Our system may be experiencing technical problems, and some taxpayers may experience various technical problems when they try to file.


Please try to e-File again later. If you still encounter technical problems, please try these steps:

  1. Please switch off your PC and wait for about 10 to 20 minutes.

  2. Open a new browser and log into myTax Portal.

  3. Try to file your tax return again.

  4. If you get the same error message/experience any slowness in the system again, please try Steps 1-3 again or you can email tpsmu@iras.gov.sg with the following details:

a) Date and time when you encountered problem(s);
b) The operating system and version you are using (e.g. Windows Vista, Macintosh OS X Lion, etc. Please refer to Q4)
c) The browser type and version number (e.g. Internet Explorer 7, Apple Safari 6.0,etc. Please refer to Q5)
d) Your Internet Service Provider (ISP) (e.g. Starhub, Singtel, etc)
e) The error messages you encountered or the screenshot of the errors encountered (if available)

Alternatively, you can call 1800-356 8015. Our operating hours are 8am to 5pm, from Mondays to Fridays.



Back to contents page

Q14. How do I install Adobe Reader?

A14. Some of our guides may require you to have an Adobe Reader to display the contents. If you do not have an Adobe Reader, please go to http://get.adobe.com/reader/otherversions/ to download the latest version suitable for your computer.



Back to contents page

Q15. What should I do if I see the “Unable to process transaction” error message upon login?

A15. This error may occur depending on the Internet browser used.




Internet Explorer 8.0 and above

Please refer to the System Requirements settings available on the SingPass website (https://www.singpass.gov.sg/sppubsvc/sysreq.html). Close all existing browsers after adopting the required settings, and log in again on a new window/session.


Back to contents page

Q16. I’ve encountered Error Code 40111. What should I do?

A16. The error message “40111” occurs when the incorrect Tax or Organisation Reference Number is entered. This error may also occur due to corrupted Temporary Internet Files (Cache) of your Internet browser. Please clear your browser cache (Please refer to Q2), and close all existing browsers and log in again on a new window/session.





Back to contents page

Q17. I’ve encountered Error Code 40120. What should I do?

A17. This means that the existing Access Code and/or IRAS PIN entered have lapsed as you have not logged in within the validity period. You can reapply through these links – Access Code, IRAS PIN.




Back to contents page

Q18. I’ve encountered Error Code 40123. What should I do?

A18. This means that an incorrect Access Code and/or IRAS PIN is entered. The Access Code and IRAS PIN are case-sensitive and exactly 8 alpha-numeric (e.g. 12RemPiN or Abcd1234). Please note with cumulative unsuccessful login attempts, the Access Code will be revoked. If you retry, please close all existing browsers and log in on a new window/session. If the error persists, clear the cache of your browser before retrying.




Back to contents page

Q19. I’ve encountered Error Code 40125. What should I do?

A19. This means your browser is incompatible. Please log in to the e-Services Authorisation System (EASY) with Internet Explorer, Mozilla Firefox or Safari only. EASY is not compatible with other browsers (i.e. Google Chrome).



Back to contents page

Q20. I’ve encountered Error Code 40130. What should I do?

A20. This happens when you logged into EASY unsuccessfully on several attempts with an invalid Access Code and/or IRAS PIN. Please note that the Access Code and/or IRAS PIN have been revoked. You may reapply through this links – Access Code, IRAS PIN.




Back to contents page

Q21. I’ve encountered Error Code 83011. What should I do?

A21. This means an incorrect IRAS PIN is entered. The IRAS PIN is case-sensitive and exactly 8 alpha-numeric (e.g. 12RemPiN or Abcd1234). Please note with cumulative unsuccessful login attempts, the IRAS PIN will be revoked. If the error persists, clear the cache of your browser before retrying. Alternatively, you may reapply your IRAS PIN here.




Back to contents page

Contact Information

For enquiries on this Technical FAQ, please call 1800-356 8015 or email tpsmu@iras.gov.sg

Published by
Inland Revenue Authority of Singapore

Published on 02 Jan 2017

The information provided is intended for better general understanding and is not intended to comprehensively address all possible issues that may arise. The contents are correct as at 02012017 and are provided on an “as is” basis without warranties of any kind. IRAS shall not be liable for any damages, expenses, costs or loss of any kind however caused as a result of, or in connection with your use of this FAQ.

While every effort has been made to ensure that the above information is consistent with existing policies and practice, should there be any changes, IRAS reserves the right to vary its position accordingly.



© Inland Revenue Authority of Singapore

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