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Relationship Authorisation Manager

Help

Help

  • How do I set up in RAM?

    Setting up in RAM is different depending on your role:

    Find out more on each role below:

    I’m responsible for a business or a business associate (principal authority)

    If you’re responsible for a business or a business associate you are considered a principal authority in RAM. This includes a:

    • sole trader
    • eligible individual associate listed on an Australian business number (ABN) in the Australian Business Register (ABR) – including the trustee, director, public officer or partner
    • primary person (no individual associates listed in the ABR) – including the director or public officer for a corporate trustee; executor of a deceased estate; a responsible person of a company, association or not-for-profit; or an authorised contact for a government entity.

    As the principal authority, you need to set up a digital identity, such as myGovID with a Standard identity strength and link it to the business in RAM. Once the business is linked, you can authorise others to act on behalf of the business. This includes setting up authorisation administrators who can also authorise others.

    The way to link your business depends on whether you are a:

    I’m an employee or act on behalf of a business (authorised user or administrator)

    To act on behalf of a business online, a principal authority or authorisation administrator needs to authorise you. You then become an authorised user or administrator.

    If you need to contact the principal authority to be authorised, this is the person responsible for the business or business associate. For example, the trustee, director, public officer, partner or an authorised contact.

    See also:

    I use business software (business software user or provider)

    To interact with government online services through your software, you need a machine credential which is installed via RAM.
    You only need to create a machine credential if you use desktop, locally hosted or on-premise enterprise software (business software user). For cloud-based SBR-enabled software, your digital software provider will create the machine credential and install it on their server (business software provider).

    See also:

  • What if I receive the error ‘Insufficient identity strength’ or ‘Your myGovID identity is not strong enough’?

    If you receive error code AUT.MID.007 or AUT.MID.0002 this means your digital identity, such as myGovID, does not meet the required identity strength. You can check what identity strength is required for each participating government online service on the myGovID website. To upgrade your identity strength, log in to your myGovID app and add your identity documents.

     

  • What if I can’t find my business or I receive the error ‘No eligible businesses/records found’?

    Error codes: REB.BR.0312, REB.DV.0010.

    To link a business in RAM you need to be the principal authority of the business. This is the person responsible for the business or a business associate. For example, a sole trader, trustee, director or public officer. 

    If you can’t find your business in RAM this may be because:

    • your details on the ABR are not up to date, for example you may not be listed as the person responsible for the business, or your name may not match your legal name used in your myGovID, these details can be updated
      • by another principal authority in ABR online services if their myGovID is already linked to the business
      • through your registered tax agent
      • by contacting the ABR
    • you’re a primary person, this is a principal authority who is not an individual associate, for example a director of a corporate trustee. You will need to contact us to link your business, see Principal authority.

  • What if I received an error ‘Relationship cannot be created for a cancelled party/entity’ or ‘Cannot update/add role for cancelled ABN’?

    Error codes: REB.BR.0003, REB.BR.0032, RCB.BR.002, RCB.BR.0003

    If you’ve received one of these error codes you should check that your Australian business number (ABN) is active using ABN Lookup.

    If your ABN has been cancelled, you will need to re-apply for an ABN.

    Once your ABN has been re-instated you will then be able to link your business and authorise others to act on behalf of your business.

  • How do I check and update my ABR details if I’m the principal authority of the business?

    If you’re a principal authority, check or update your details on the Australian Business Register (ABR):

    • using ABR online services, if you’ve already linked your business to your myGovID (alternatively, another principal authority can update the details if they’ve linked their myGovID to the business)
    • through your registered tax agent
    • by contacting the ABR – before you call, try to link your business in RAM if you haven’t already in case your details are up to date.

    Updating your details on the ABR may assist you if you haven’t been able to link your business. This could be because:

    • you’re not listed as the personal responsible for the business on the ABR
    • your name listed on the ABR doesn’t match your legal name used to set up your myGovID.

     

  • How do I check and update ABR details if I’m not the principal authority of the business?

    You can’t check or update business details in the ABR unless you have been authorised by the principal authority or authorisation administrator.

    If you have been authorised, you can update ABR details through ABR online services using your digital identity, such as myGovID.

    If you’re not sure who the principal authority is, this is the person responsible for the business or a business associate, for example a sole trader, trustee, director or public officer.

  • Is the principal authority (associate as listed on the ABR) expected to link a business in RAM or can this be completed by someone else?

    No. Only the principal authority (that is, sole trader, individual associate listed on the Australian Business Register or primary person) can initially link a business in RAM.

    Once linked, the principal authority can then authorise others to act on behalf of the business online. This includes granting the role of authorisation administrator, allowing that person to authorise others as well.

    See also:

  • What if the details I’m entering aren’t accepted (validation error)?

    If you’ve received this message, you need to check the information you have entered.

    For the email address, you need to provide an active and valid email address to continue.

    For the given and family name fields, you can only use the following characters:

    • upper and lowercase letters from the English alphabet
    • numbers zero to nine
    • single quote (‘)
    • comma (,)
    • hyphen (-)
    • space.

  • Can I only use a myGovID to access RAM?

    Currently, myGovID is the only authentication credential you can use to access RAM. In future, RAM may accept other credentials which will also need to be accredited under the Trusted Digital Identity Framework.

  • Where can I go for additional help or support?

    The RAM website has the best support material to help you. This information will continuously be updated as RAM extends to more government online services.

    If you still need to speak with us, you can phone our support line on 1300 287 539 (select option 3 for RAM enquiries) between:

    • 8.00am and 6.00pm, Monday to Friday
    • 10.00am and 2.00pm, Saturday.

    All times are local unless otherwise specified.

    International callers can phone the ATO switchboard on + 61 2 6216 1111 between 8.00am and 5.00pm AEDT and request your call to be transferred to the RAM support line.

  • What if I’m a principal authority and can’t get a myGovID to link an ABN in RAM?

    As a principal authority you need a myGovID with a Standard identity strength to link an Australian business number (ABN) in RAM. You may be unable to achieve this if you don’t have the right identity documents.

    If you're unable to achieve a Standard identity strength, check whether another principal authority for the ABN can, so they can link the business in RAM instead.

    If no principal authority can achieve a Standard identity strength, you won’t be able to use myGovID. You could consider using alternative lodgment options, such as cloud-based Standard Business Reporting (SBR)-enabled software or a registered tax agent.

    The identity documents you can use to verify your identity are continuing to expand, so you may be able to achieve a myGovID with a Standard identity strength in the future. See How do I get set up? or check the myGovID app for the latest list of accepted identity documents.

  • What if I received the error ‘Details could not be matched’?

    Error codes: REB.BR.0201, REB.BR.0202, REB.BR.0205, REB.BR.0206.

    If you receive one of these error codes, you may need to update your details held by the ATO such as:

    • name
    • date of birth
    • personal address (not your business address).

    To find out how to update your ATO record, go to Update your details.

    If your ATO records are correct, you may need to check and update the details you used to set up your digital identity, such as myGovID.

  • What if I no longer see my business in RAM?

    If you are removed as a registered associate of a business in the Australian Business Register (ABR), you will no longer have access to this business in RAM.

    When you log in to RAM you will not see the business listed in your authorised businesses.

    If you still need access, a current principal authority or authorisation administrator can set you up as an authorised user.

  • What if a business that I’m no longer associated with has appeared in RAM?

    If a business listed is:

    • no longer operating – you’ll need to cancel the Australian business number (ABN)
    • still operating but you are no longer the associate – you’ll need to update the details on the ABR.

    You can update your details on the ABR website using your digital identity, such as myGovID.

    If you’re unable to do this, phone the ABR on 13 92 26 for assistance in updating your details.

  • What if I get an ABN limit error?

    If you received error REB.BR.0316 ABN limit exceeded, you will not be able to complete the linking process due to the number of ABNs you are associated with on the Australian Business Register.

    For assistance, phone our support line on 1300 287 539 (select option 3 for RAM enquiries).

  • What if I’m an employee and can’t get a Standard myGovID to accept an authorisation request in RAM?

    You may be unable to achieve a Standard identity strength if you don’t have the right identity documents.

    Depending on the government agency you're dealing with you may be able to setup a myGovID with a Basic identity strength to access online services. In these cases, you’ll need to be authorised as a Basic user in RAM by a principal authority or authorisation administrator.

    Some agencies may require further identity proofing.

    The identity documents you can use to verify your identity are continuing to expand, so you may be able to upgrade to a Standard identity strength in future. See How do I get set up? or check the myGovID app for the latest list of accepted identity documents.

    See also:
    •    Accessing ATO online services with a Basic myGovID

  • Do I need to send the authorisation request to the email they used to set up their myGovID?

    When authorising other individuals to act on behalf of your business in RAM, you do not need to use a personal email address or the email address used to set up their myGovID.

    You can choose which email address to send the authorisation request to, for instance you may prefer to use their work email address. You should just ensure it’s an email address that the person you’re authorising has access to and we recommend that it’s not a shared mailbox.

  • What if my authorisation code has expired or is not working?

    Error codes: CDC.DV.0001, REB.BR.0024, REB.BR.0036, REB.BR.0041, REB.BR.0048, REB.BR.0067, REB.BR.0604, REB.BR.0605, REB.BR.0606, REB.BR.0607, REB.BR.0072, REB.BR.0073, REB.BR.0079.

    If you’ve received one of these error codes there are a number of steps you can take to resolve the issue.

    The code is case sensitive and must be entered exactly as displayed in the email you received.

    You should also check that the name in the authorisation request matches the name used to set up your myGovID.

    You have five attempts to enter your authorisation code. After five incorrect attempts, you'll be locked out for two hours before you can try again. If you continue to experience issues, contact a principal authority or authorisation administrator to re-issue a new authorisation code.

  • What happens to my authorisations in RAM if I set up myGovID on another device?

    Setting up your myGovID on multiple devices does not affect the authorisations you have been assigned in RAM.

  • Can I change the access level for an authorised user?

    Yes. A principal authority or authorisation administrator can change an individual’s level of access for a business via RAM. See Manage authorisations for more information on how to edit or remove access for an authorised user.   

  • What if I receive an error ‘The details used to establish your digital identity do not match’?

    If you receive the error code REB.BR.0040 then you should check that:

    • the name in the authorisation request email matches the name that appears in the top right-hand corner when you log in to RAM
    • you have entered the authorisation code exactly as it appears in the email request as the code is case sensitive.

    Contact your principal authority or authorisation administrator, if:

    • your name doesn’t match, and ask them to send a new authorisation request using the name you used to set up your myGovID
    • you continue to experience issues and ask them to re-issue a new authorisation code.

  • Do I need to create a machine credential if I use cloud-based software?

    You don’t need to create a machine credential if you use cloud-based SBR-enabled software. Instead, your digital service provider will create the machine credential and install it on their server.

  • Does anyone who has a desktop need to be authorised as an MCA?

    No, an authorisation is not required for someone to use a machine credential. The machine credential administrator (MCA) role is only required if the person will be creating and managing machine credentials.

  • What if I’ve downloaded my browser extension but continue to receive the message ‘Software required’ when trying to create a machine credential?

    If you continue to receive the message ‘Software required’ after downloading your browser extension, you can try to resolve your issue by:

    Checking your browser extension is ‘enabled’

    Note: Steps may vary depending on your browser version.

    Chrome users

    • Open the Chrome browser on your device
    • At the top right, click More, then select More tools, then select Extensions
    • Check if the ATOBE is Enabled. If it is Disabled, click to Enable
    • Close your browser
    • Reopen your browser and log in to RAM using your myGovID to create a machine credential.

    Firefox users

    • Open the Firefox browser on your device
    • In the Address field type ‘about:addons’ and click Enter
    • Select Extensions in the left-hand menu
    • Check if the ATOBE is Enabled. If it is Disabled, click to Enable
    • Close your browser
    • Reopen your browser and log in to RAM using your myGovID to create a machine credential.

    Check your security software has not blocked the browser extension

    Note: Microsoft Defender is used as an example here (most security software will have similar steps). If you use different security software, check with your provider for guidance.

    • Open Microsoft Defender
    • SmartScreen will display that the app you want to install is unrecognized – then select More info
    • Select the button Run anyway and follow the prompts
    • Ensure ATOBE is Enabled in your chosen browser (refer to ‘Checking your browser extension is enabled’ above)
    • Close your browser
    • Reopen your browser and log in to RAM using your myGovID to create a machine credential.

    If you continue to receive the ‘Software required’ message, phone the Technical Help Desk on 1300 139 373 between 7.00am and midnight (AEST), Monday to Sunday.

  • Can I remove a browser extension from my device?

    If you no longer require the browser extension on your operating system, you can remove it from your web browser through the browser extension settings. You only need to do this if you no longer need to create new machine credentials.

    If you remove a browser extension and later require new machine credentials, you can re-install the browser extension.

    However, if you remove the browser extension from your Chrome browser you will not be able to re-install it using the regular link as Chrome assumes the browser extension is not trusted. You’ll need to download and install the browser extension from the Chrome web store.

     

  • How do I set up in RAM?

    Setting up in RAM is different depending on your role:

    Find out more on each role below:

    I’m responsible for a business or a business associate (principal authority)

    If you’re responsible for a business or a business associate you are considered a principal authority in RAM. This includes a:

    • sole trader
    • eligible individual associate listed on an Australian business number (ABN) in the Australian Business Register (ABR) – including the trustee, director, public officer or partner
    • primary person (no individual associates listed in the ABR) – including the director or public officer for a corporate trustee; executor of a deceased estate; a responsible person of a company, association or not-for-profit; or an authorised contact for a government entity.

    As the principal authority, you need to set up a digital identity, such as myGovID with a Standard identity strength and link it to the business in RAM. Once the business is linked, you can authorise others to act on behalf of the business. This includes setting up authorisation administrators who can also authorise others.

    The way to link your business depends on whether you are a:

    I’m an employee or act on behalf of a business (authorised user or administrator)

    To act on behalf of a business online, a principal authority or authorisation administrator needs to authorise you. You then become an authorised user or administrator.

    If you need to contact the principal authority to be authorised, this is the person responsible for the business or business associate. For example, the trustee, director, public officer, partner or an authorised contact.

    See also:

    I use business software (business software user or provider)

    To interact with government online services through your software, you need a machine credential which is installed via RAM.
    You only need to create a machine credential if you use desktop, locally hosted or on-premise enterprise software (business software user). For cloud-based SBR-enabled software, your digital software provider will create the machine credential and install it on their server (business software provider).

    See also:

  • What if I receive the error ‘Insufficient identity strength’ or ‘Your myGovID identity is not strong enough’?

    If you receive error code AUT.MID.007 or AUT.MID.0002 this means your digital identity, such as myGovID, does not meet the required identity strength. You can check what identity strength is required for each participating government online service on the myGovID website. To upgrade your identity strength, log in to your myGovID app and add your identity documents.

     

  • What if I can’t find my business or I receive the error ‘No eligible businesses/records found’?

    Error codes: REB.BR.0312, REB.DV.0010.

    To link a business in RAM you need to be the principal authority of the business. This is the person responsible for the business or a business associate. For example, a sole trader, trustee, director or public officer. 

    If you can’t find your business in RAM this may be because:

    • your details on the ABR are not up to date, for example you may not be listed as the person responsible for the business, or your name may not match your legal name used in your myGovID, these details can be updated
      • by another principal authority in ABR online services if their myGovID is already linked to the business
      • through your registered tax agent
      • by contacting the ABR
    • you’re a primary person, this is a principal authority who is not an individual associate, for example a director of a corporate trustee. You will need to contact us to link your business, see Principal authority.

  • What if I received an error ‘Relationship cannot be created for a cancelled party/entity’ or ‘Cannot update/add role for cancelled ABN’?

    Error codes: REB.BR.0003, REB.BR.0032, RCB.BR.002, RCB.BR.0003

    If you’ve received one of these error codes you should check that your Australian business number (ABN) is active using ABN Lookup.

    If your ABN has been cancelled, you will need to re-apply for an ABN.

    Once your ABN has been re-instated you will then be able to link your business and authorise others to act on behalf of your business.

  • How do I check and update my ABR details if I’m the principal authority of the business?

    If you’re a principal authority, check or update your details on the Australian Business Register (ABR):

    • using ABR online services, if you’ve already linked your business to your myGovID (alternatively, another principal authority can update the details if they’ve linked their myGovID to the business)
    • through your registered tax agent
    • by contacting the ABR – before you call, try to link your business in RAM if you haven’t already in case your details are up to date.

    Updating your details on the ABR may assist you if you haven’t been able to link your business. This could be because:

    • you’re not listed as the personal responsible for the business on the ABR
    • your name listed on the ABR doesn’t match your legal name used to set up your myGovID.

     

  • How do I check and update ABR details if I’m not the principal authority of the business?

    You can’t check or update business details in the ABR unless you have been authorised by the principal authority or authorisation administrator.

    If you have been authorised, you can update ABR details through ABR online services using your digital identity, such as myGovID.

    If you’re not sure who the principal authority is, this is the person responsible for the business or a business associate, for example a sole trader, trustee, director or public officer.

  • Is the principal authority (associate as listed on the ABR) expected to link a business in RAM or can this be completed by someone else?

    No. Only the principal authority (that is, sole trader, individual associate listed on the Australian Business Register or primary person) can initially link a business in RAM.

    Once linked, the principal authority can then authorise others to act on behalf of the business online. This includes granting the role of authorisation administrator, allowing that person to authorise others as well.

    See also:

  • What if the details I’m entering aren’t accepted (validation error)?

    If you’ve received this message, you need to check the information you have entered.

    For the email address, you need to provide an active and valid email address to continue.

    For the given and family name fields, you can only use the following characters:

    • upper and lowercase letters from the English alphabet
    • numbers zero to nine
    • single quote (‘)
    • comma (,)
    • hyphen (-)
    • space.

  • Can I only use a myGovID to access RAM?

    Currently, myGovID is the only authentication credential you can use to access RAM. In future, RAM may accept other credentials which will also need to be accredited under the Trusted Digital Identity Framework.

  • Where can I go for additional help or support?

    The RAM website has the best support material to help you. This information will continuously be updated as RAM extends to more government online services.

    If you still need to speak with us, you can phone our support line on 1300 287 539 (select option 3 for RAM enquiries) between:

    • 8.00am and 6.00pm, Monday to Friday
    • 10.00am and 2.00pm, Saturday.

    All times are local unless otherwise specified.

    International callers can phone the ATO switchboard on + 61 2 6216 1111 between 8.00am and 5.00pm AEDT and request your call to be transferred to the RAM support line.

  • What if I’m a principal authority and can’t get a myGovID to link an ABN in RAM?

    As a principal authority you need a myGovID with a Standard identity strength to link an Australian business number (ABN) in RAM. You may be unable to achieve this if you don’t have the right identity documents.

    If you're unable to achieve a Standard identity strength, check whether another principal authority for the ABN can, so they can link the business in RAM instead.

    If no principal authority can achieve a Standard identity strength, you won’t be able to use myGovID. You could consider using alternative lodgment options, such as cloud-based Standard Business Reporting (SBR)-enabled software or a registered tax agent.

    The identity documents you can use to verify your identity are continuing to expand, so you may be able to achieve a myGovID with a Standard identity strength in the future. See How do I get set up? or check the myGovID app for the latest list of accepted identity documents.

  • What if I received the error ‘Details could not be matched’?

    Error codes: REB.BR.0201, REB.BR.0202, REB.BR.0205, REB.BR.0206.

    If you receive one of these error codes, you may need to update your details held by the ATO such as:

    • name
    • date of birth
    • personal address (not your business address).

    To find out how to update your ATO record, go to Update your details.

    If your ATO records are correct, you may need to check and update the details you used to set up your digital identity, such as myGovID.

  • What if I no longer see my business in RAM?

    If you are removed as a registered associate of a business in the Australian Business Register (ABR), you will no longer have access to this business in RAM.

    When you log in to RAM you will not see the business listed in your authorised businesses.

    If you still need access, a current principal authority or authorisation administrator can set you up as an authorised user.

  • What if a business that I’m no longer associated with has appeared in RAM?

    If a business listed is:

    • no longer operating – you’ll need to cancel the Australian business number (ABN)
    • still operating but you are no longer the associate – you’ll need to update the details on the ABR.

    You can update your details on the ABR website using your digital identity, such as myGovID.

    If you’re unable to do this, phone the ABR on 13 92 26 for assistance in updating your details.

  • What if I get an ABN limit error?

    If you received error REB.BR.0316 ABN limit exceeded, you will not be able to complete the linking process due to the number of ABNs you are associated with on the Australian Business Register.

    For assistance, phone our support line on 1300 287 539 (select option 3 for RAM enquiries).

  • What if I’m an employee and can’t get a Standard myGovID to accept an authorisation request in RAM?

    You may be unable to achieve a Standard identity strength if you don’t have the right identity documents.

    Depending on the government agency you're dealing with you may be able to setup a myGovID with a Basic identity strength to access online services. In these cases, you’ll need to be authorised as a Basic user in RAM by a principal authority or authorisation administrator.

    Some agencies may require further identity proofing.

    The identity documents you can use to verify your identity are continuing to expand, so you may be able to upgrade to a Standard identity strength in future. See How do I get set up? or check the myGovID app for the latest list of accepted identity documents.

    See also:
    •    Accessing ATO online services with a Basic myGovID

  • Do I need to send the authorisation request to the email they used to set up their myGovID?

    When authorising other individuals to act on behalf of your business in RAM, you do not need to use a personal email address or the email address used to set up their myGovID.

    You can choose which email address to send the authorisation request to, for instance you may prefer to use their work email address. You should just ensure it’s an email address that the person you’re authorising has access to and we recommend that it’s not a shared mailbox.

  • What if my authorisation code has expired or is not working?

    Error codes: CDC.DV.0001, REB.BR.0024, REB.BR.0036, REB.BR.0041, REB.BR.0048, REB.BR.0067, REB.BR.0604, REB.BR.0605, REB.BR.0606, REB.BR.0607, REB.BR.0072, REB.BR.0073, REB.BR.0079.

    If you’ve received one of these error codes there are a number of steps you can take to resolve the issue.

    The code is case sensitive and must be entered exactly as displayed in the email you received.

    You should also check that the name in the authorisation request matches the name used to set up your myGovID.

    You have five attempts to enter your authorisation code. After five incorrect attempts, you'll be locked out for two hours before you can try again. If you continue to experience issues, contact a principal authority or authorisation administrator to re-issue a new authorisation code.

  • What happens to my authorisations in RAM if I set up myGovID on another device?

    Setting up your myGovID on multiple devices does not affect the authorisations you have been assigned in RAM.

  • Can I change the access level for an authorised user?

    Yes. A principal authority or authorisation administrator can change an individual’s level of access for a business via RAM. See Manage authorisations for more information on how to edit or remove access for an authorised user.   

  • What if I receive an error ‘The details used to establish your digital identity do not match’?

    If you receive the error code REB.BR.0040 then you should check that:

    • the name in the authorisation request email matches the name that appears in the top right-hand corner when you log in to RAM
    • you have entered the authorisation code exactly as it appears in the email request as the code is case sensitive.

    Contact your principal authority or authorisation administrator, if:

    • your name doesn’t match, and ask them to send a new authorisation request using the name you used to set up your myGovID
    • you continue to experience issues and ask them to re-issue a new authorisation code.

  • Do I need to create a machine credential if I use cloud-based software?

    You don’t need to create a machine credential if you use cloud-based SBR-enabled software. Instead, your digital service provider will create the machine credential and install it on their server.

  • Does anyone who has a desktop need to be authorised as an MCA?

    No, an authorisation is not required for someone to use a machine credential. The machine credential administrator (MCA) role is only required if the person will be creating and managing machine credentials.

  • What if I’ve downloaded my browser extension but continue to receive the message ‘Software required’ when trying to create a machine credential?

    If you continue to receive the message ‘Software required’ after downloading your browser extension, you can try to resolve your issue by:

    Checking your browser extension is ‘enabled’

    Note: Steps may vary depending on your browser version.

    Chrome users

    • Open the Chrome browser on your device
    • At the top right, click More, then select More tools, then select Extensions
    • Check if the ATOBE is Enabled. If it is Disabled, click to Enable
    • Close your browser
    • Reopen your browser and log in to RAM using your myGovID to create a machine credential.

    Firefox users

    • Open the Firefox browser on your device
    • In the Address field type ‘about:addons’ and click Enter
    • Select Extensions in the left-hand menu
    • Check if the ATOBE is Enabled. If it is Disabled, click to Enable
    • Close your browser
    • Reopen your browser and log in to RAM using your myGovID to create a machine credential.

    Check your security software has not blocked the browser extension

    Note: Microsoft Defender is used as an example here (most security software will have similar steps). If you use different security software, check with your provider for guidance.

    • Open Microsoft Defender
    • SmartScreen will display that the app you want to install is unrecognized – then select More info
    • Select the button Run anyway and follow the prompts
    • Ensure ATOBE is Enabled in your chosen browser (refer to ‘Checking your browser extension is enabled’ above)
    • Close your browser
    • Reopen your browser and log in to RAM using your myGovID to create a machine credential.

    If you continue to receive the ‘Software required’ message, phone the Technical Help Desk on 1300 139 373 between 7.00am and midnight (AEST), Monday to Sunday.

  • Can I remove a browser extension from my device?

    If you no longer require the browser extension on your operating system, you can remove it from your web browser through the browser extension settings. You only need to do this if you no longer need to create new machine credentials.

    If you remove a browser extension and later require new machine credentials, you can re-install the browser extension.

    However, if you remove the browser extension from your Chrome browser you will not be able to re-install it using the regular link as Chrome assumes the browser extension is not trusted. You’ll need to download and install the browser extension from the Chrome web store.