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Troubleshooting OSR Online

For online transactions for transfer duty, use OSRconnect.

Browser

Google Chrome is the best browser for OSR Online.

There may be display issues in other browsers, or on some devices such as mobile phones and tablets.

Video tutorials

Watch our tutorials on how to:

Setting up

You must use a personal email address to create an individual account in OSR Online. Do not use generic or shared email addresses (e.g. accounts@company.mail). Each account must be individually verified, so using a shared account means that personal information will be accessible to anyone who logs in using the shared email address.

If you personally own land in Queensland, you will be able to access information about your land holdings (once you've verified your account). This doesn't mean you owe land tax, it just means we have identified land held in your name. You will then be able to register for other state revenue streams from the Home screen.

Select:

If you personally hold an interest (or share) in a mining or petroleum resource authority and you are the registered royalty client, you will be able to access information about your royalty operation and resource authorities. You will then be able to register for other state revenue streams from the Home screen.

Select:

My land

If you can't see the 'My land' tile on the home screen, it could be because:

  • you haven't verified your identity after opening your account. You can follow our step-by-step procedure to create an account and verify your identity
  • your browser needs to be refreshed. To do this, select F5 on your keyboard, or select the refresh icon in your browser address bar
  • your browser is not compatible. Log out and open OSR Online using Google Chrome, then try again
  • your device is not compatible (e.g. smart phone). Log out and try on a different device.

Privacy

Once you have permission to manage a company or trust account, you can assign access to other users (e.g. the company accountant). These users cannot see your personal information (e.g. details of land that you own in your name). To ensure you assign access correctly, select View accounts on the Home screen, select the entity and then select Assign permission from the left menu.

Identification

  • The basic profile information you enter must match the details on your Australian identity document (e.g. driver licence). For example, if the name on your licence is Mary K Citizen, you must include the middle initial.
  • Only Australian identity documents are acceptable. Select the I am unable to complete the above identity verification option if:
    • you don't have 2 Australian documents
    • you have tried multiple documents that have not been accepted.

Follow the steps to upload your documents and we will verify your identity.

Verification

There is a 2-step verification process when you are getting started with OSR Online.

  1. First, you verify your email address when you create your account.
  2. Then you'll receive a code by email. Enter this code when you log in for the first time. You will be prompted to use this 2-factor authentication periodically, or when you log in from a new device.

For both steps, the email will come from osronline@treasury.qld.gov.au. You may need to wait a few minutes before logging in.

If you don't receive an email, check your junk or spam email folder. If it still doesn't show, there might be a firewall issue, and you will need to talk to your IT specialist.

If you continue to have trouble, contact us. Make sure you include:

  • the email address you used to register
  • the details or screenshot of any error message.

Error messages

HTTP 404/505 error

  1. Close all browser windows and clear the cache.
  2. Open a new page and log in again.

Error converting from OSRconnect

You cannot be logged into both OSRconnect and OSR Online at the same time.

  1. Reset your OSRconnect password.
  2. Log out of OSRconnect.
  3. Follow the steps to convert your account to OSR Online.

Contact us if you get an error or are having trouble logging in. Include the email address you registered with, your name and client number if known. We will correct the problem and you will be able to log in to your account within the next 3 to 5 business days.

Passwords

If you have forgotten or locked your password, you can reset it in OSR Online using your registered email address.

  1. Go to OSR Online and click Forgot password.
  2. Enter your email address.
  3. Click Submit.

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