No businesses returned or not the business you’re looking for
RAM currently supports businesses with individuals listed as associates on the Australian Business Register (ABR).
There are some limitations with this release of RAM and some features are not yet available. For example, if your business has a non-individual recorded as an associate (such as a trustee company) you can’t use RAM. Future releases will have more features. Check the ABR to confirm listed associates.
To use Find my business you must be a principal authority. See Set up your business.
Details could not be matched
The address you use must be your personal address (not the business address) held by the Australian Taxation Office (ATO).
If you receive an error saying that your details cannot be matched, compare the details used with your personal ATO record:
- date of birth
To check and update to your:
- ATO record, go to Update your details
If your ATO details are correct and you need to update your:
- myGovID, go to myGovID.
No longer listed as an eligible associate on the ABR
If you are no longer an associate of a business in the Australian Business Register (ABR), you will not be recognised as a principal authority.
When you log in to RAM:
- you will not see the business listed in your authorised businesses
- any authorisations you have granted when you were an associate will remain.
If you still need access, a current principal authority or authorisation administrator can set you up as an authorised user.
No longer associated with the businesses returned
If the business listed is:
- no longer operating you need to cancel the ABN
- still operating and you need to update the details on the ABR.
This can be done in the ABR using your Administrator AUSkey.
If you’re unable to update your details in the ABR or do not have an AUSkey phone the ATO on 13 28 66.
ABN limit error
You can be linked with up to 499 ABNs in RAM. Select up to 60 ABNs at a time when using Find my business. To link more ABNs, repeat the process. Future releases of RAM may allow for more than 60 businesses to display.
If you have more than 499 ABN’s on the ABR you are unable to use RAM at this time. Future releases will have more features.
Misplaced authorisation code
- Granting an authorisation
- Log in to RAM with your digital identity, such as myGovID.
- Click on the business name
- Select Pending to display the list of pending authorisations
- Select View to see details of the authorisation. Including the authorisation code
- Receiving an authorisation, contact an authorisation administrator and they can give the code to you again.
- Granting an authorisation
Incorrect authorisation code
Check you have entered the code correctly. If the error persists, contact an authorisation administrator. They can check and give you the correct code or reissue a new one.
- Granting an authorisation, to see the authorisation code again log in to RAM, open the business view and select Pending authorisations. View the authorisation to get the authorisation code.
- Receiving an authorisation, contact an authorisation administrator and they can give it to you again.
If you have entered the code incorrectly, follow the on screen messaging for the status of the code.
Expired authorisation code
Contact an authorisation administrator to set up a new authorisation if your code has expired.
Locked out when entering an authorisation code
You have five attempts to enter your authorisation code. After five attempts, you will receive an error and need to wait two hours before you are able to try again.
The code is case sensitive and must be entered exactly as displayed in the email you receive.
If you continue to experience issues entering your code, the principal authority or authorisation administrator will need to re-issue a code.
Authorisation removed before it is accepted
Contact an authorisation administrator to set up a new authorisation if the authorisation is removed before you have accepted it.
User details don’t match digital identity details
When someone authorises you in RAM, they provide your given and family name. If the details aren’t an exact match with your digital identity, such as myGovID, this causes an error. Contact an authorisation administrator to update your authorisation request with the correct details.
Unable to accept an authorisation
If you are unable to accept an authorisation even though it is within seven days and all details are correct, including your full legal name, you may be experiencing a system error. Follow the prompts on the error-warning message. If you are unable to resolve the issue, phone the ATO on 1300 287 539.
Suspect someone has inappropriately accessed your business details in RAM
RAM with a digital identity, such as myGovID, is secure and ensures only you and authorised users can access a government online service and transact for the business.
However, if you suspect someone has inappropriately accessed your business details in RAM, you need to report this immediately. Contact our support line on 1300 287 539 (select option 3 for RAM enquiries) between 8am and 6pm, Monday to Friday.
You should also review and remove any authorisations of concern, go to Manage authorisations to find out how.
International callers can contact the ATO by phoning + 61 2 6216 1111 (switchboard) between 8.00am to 5.00pm AEST and request for your call to be transferred to the RAM support line.
For more information and tips about RAM security and staying safe online security read How secure is it?
The RAM website has the best support material to help you. This information will continuously be improved as RAM extends to more government online services.
If you still need to speak with us, you can contact our support line on 1300 287 539 (select option 3 for RAM enquiries) between 8am and 6pm, Monday to Friday.