Troubleshooting for OSRconnect

If you are a registered transfer duty self assessor, payroll tax client or royalty lodger, you can lodge returns or transactions through OSRconnect, our online lodgement system.

Though OSRconnect is user-friendly, there may be some functions you are unsure about. Read the following troubleshooting advice if you experience any difficulties.

Issue or error Solution

Logging in

Log into OSRconnect using your user ID and password, and enter the Captcha code.

Your user ID is the 7-digit client number listed on your registration letter or the 6-digit number created when you activated your registration. If you can't read the Captcha code, click Get a new challenge for a new code as many times as you need.

Alternatively, you can log in using your AUSkey. Linking your AUSkey to OSRconnect makes logging in more convenient.

Login screen looks wrong

The login screen should look like this:

OSRconnect login screen

If it doesn't, try refreshing or reloading the page. Otherwise, clear your browser cache. Go to Tools > Internet options > General > Browsing options (or history) Delete > Apply and click OK.

Cannot read the Captcha code

If you have trouble reading the code, click Get a new challenge as many times as you need.

OSRconnect captcha screen

Password locked

Take care when entering your password. Three incorrect attempts will lock you out.

If this happens, or you lose or forget your password, you can reset your password - follow our reset password procedure.

Incorrect client details

If the form pre-fills with incorrect client details at the Identification stage, contact us with the correct information. Send an email to:

Setting up bank details and paying online

Set up or edit your bank account details for direct payments - see how to set up bank details in OSRconnect. When setting up your accounts, make sure you:

  • only nominate Australian bank accounts
  • keep your nominated account(s) active indefinitely by leaving the Valid to field as 31.12.9999.

Pay Now button is greyed out

(Duties and payroll tax clients only)

This is caused by your Internet Explorer page-viewing settings. Go to Tools > Compatibility view settings and add qld.gov.au in the Add this website field. Alternatively, you can use another browser (e.g. Chrome or Firefox).

Pay Now button not displayed

(Duties and payroll tax clients only)

The Pay Now button will not display if:

  • you have not added your bank account information
  • your bank details have expired
  • you are not authorised to make payments.

To add or edit your bank account information, go the Administrator tab.

Learn more about setting up bank details in OSRconnect.

Clicking Pay Now did not create a receipt or just refreshes the page

(Duties and payroll tax clients only)

Do not click the Pay Now button again. Contact us to confirm your payment.

This is caused by your Internet Explorer page viewing settings. Go to Tools > Compatibility view settings and add qld.gov.au in the Add this website field.

Printing records

For copies of lodgement confirmations, use the Filter and Search function in the Payment Obligations tab. You cannot print a copy of a lodgement confirmation for nil returns or transactions.

Duties and royalties

  • To print copies of your transaction or return summaries, click Save at the Liabilities stage, then click Summary and Print.

Payroll tax

  • To print copies of your periodic return, click Save at the Liabilities stage, then click Print Preview and Print.
  • To print copies of your annual or final return, click Save at the Status Change stage, then click Print Preview and Print.

OSRconnect pop-ups are blocked

OSRconnect uses pop-up boxes for certain aspects of its operation - if your browser blocks these pop-ups, the system may not operate correctly.

When allowing pop-ups for OSRconnect, note that third-party pop-up blockers (such as the Google® toolbar) operate independently of the browser pop-up blocker.

Go to Tools > Pop-up Blocker > Pop-up Blocker Settings. Enter *.qld.gov.au in the Address of website to allow field and press Add.

Cookies are disallowed for OSRconnect

You can change the settings to allow cookies when using OSRconnect through the Privacy tab in Internet Options (Tools menu). Make sure you only allow cookies for OSRconnect.

Blank screen on login to OSRconnect

This is caused by your Internet Explorer page-viewing settings. Go to Tools > Compatibility view settings and add qld.gov.au in the Add this website field. Alternatively, you can use another browser (e.g. Chrome or Firefox).

A 'No data available' message may appear if your returns are up to date, or not available (e.g. payroll tax annual return).

Internet sessions run slowly

Temporary internet files building up over time can cause your internet sessions to run slowly. Deleting these files regularly may help restore performance. You can delete temporary files through the General tab in Internet Options (Tools menu).

OSRconnect appears too large or too small

The layout may appear broken if your browser zoom is set too high or too low. Change the zoom level using your browser's controls.

Other issues when using OSRconnect

If the browser and operating system you are using appear compatible with our minimum requirements but you are having further issues, it is possible the errors are due to specific terminal settings or network security settings. These issues can only be resolved by your network administrator.

If you cannot resolve an issue, ask the network administrator to call us on 1300 300 734.

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