Introduction

When setting up automated super stapling in Xonboard, a connection to the ATO is required. This can be setup in the ATO Access Manager portal. Once done, you'll need to check the connection back in Xonboard. If the connection fails, use this guide to troubleshoot why that might be the case.

Troubleshooting

Some things to check when your Xonboard<>ATO connection is unsuccessful:

• Login to the ATO Access Manager portal and check that the details have been added correctly under "My hosted software services":

1. • Provider name: SuperAPI.com.au
   • Provider ABN: 67 674 661 244
   • Software ID (SSID): 8221758777

• If you do not have access to "My hosted software services", it is possible you do not have the relevant permissions in order to set up the connection. In that case, send the instructions to an authorised person (i.e. the business owner, or your bookkeeper/accountant).

• Check that you can access the stapling service via the ATO Online Services portal. You can do this my logging in and going to Employees > Employee super accounts. If the page displays Access Denied, this indicates the business entity is blocked from performing stapling requests. This can occur when the business is brand new.

• If you are a BAS or Tax agent, and have setup the connection under your agent entity portal, ensure that the client has added you as an agent within their ATO portal. When checking the connection in Xonboard, ensure you enter your:

• • Agent number (RAN or TAN)
  • Agent entity ABN (Not the clients ABN)

If the details match the agent details as per Access Manager, the connection will be successful in Xonboard.

• Check the ATO status page. We're aware of cases where the initial connection will fail if there is an outage with the ATO's Online Services. In this case, we'd recommend trying again once the system is back online.

Troubleshooting

For any further questions or support, reach out to our team at [email protected]