Troubleshooting OSR Online


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. Once you have created your account, you must verify your identity before you’ll be able to link to other accounts or view and pay your liability.

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.


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.


Missing tiles

If you can't see new tiles like 'My land' or 'View accounts' 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 (you might need to do this a few times)
  • 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.


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.


If you don't receive any of the emails as part of the steps to create your account, you may need to contact us.

The emails will come from You might need to check your junk or spam email folder. If you still haven't received an email, 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
  • 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.

Logged in BP is not authorised to 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.


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.

Also consider