Technical faq inland Revenue Authority of Singapore myTax Portal & easy

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.

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Mozilla Firefox:

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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.

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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”
   

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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”
   

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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
  

5. 
   Restart the web browser
   

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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.
   

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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:

3. 
   Operating System: iOS 9.0 and above
   
4. 
   Browser: Safari 9.0 or Google Chrome 51.0 and above
   

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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.



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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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.

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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.
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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.

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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.

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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.

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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.

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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.

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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.

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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).

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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.

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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.

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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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