Troubleshooting QRO Online

Browser

Google Chrome is the best browser for QRO Online; you can no longer use Internet Explorer. Use the standard browser, not incognito mode.

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

Bookmarks and favourites

Do not bookmark the QRO Online login page. Always use a link to access QRO Online (e.g. the button on the support page) or start fresh with this URL: https://osronline.treasury.qld.gov.au.

We recommend you remove any QRO Online bookmarks you might have saved, because they can cause login errors or display issues.

Video tutorials

Watch our tutorials on how to:

• set up an account and verify your identity
• link to accounts.

Setting up

You must use a personal email address to create an individual account in QRO 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.

Land tax options

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:

• My land to view your land holdings in Queensland. (This tile will only appear after you have verified your identity.)
• Add account to link to accounts for other people, companies and trusts.

Royalty options

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:

• Royalty to view your operation and resource authorities in Queensland.
• Add account to link to accounts for other people, companies and trusts.

Missing tiles

If you can't see new tiles like 'My land' or 'View accounts' on the home screen, it could be because:

• your network is not recognising QRO Online. In your network preferences, add these websites to your trusted sites
  • https://*.hana.ondemand.com
  • https://*.gigya.com
  • https://login.osronline.treasury.qld.gov.au/webapp/index.html
  • https://osronline.treasury.qld.gov.au/sites/osr-online#Home-show
• 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 QRO Online using Google Chrome (standard mode, not incognito), then try again
• your device is not compatible (e.g. smart phone). Log out and try on a different device
• you've opened QRO Online from a saved bookmark that is incorrect. Close your browser and re-open using https://osronline.treasury.qld.gov.au.

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.

Verification

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 no-reply@qroonlinelogin.treasury.qld.gov.au. 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 make a mistake entering your mobile phone number, you can click the link to change or resend.

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.

Outages

For planned outages, like scheduled maintenance, you'll see a message on the QRO Online log in screen.

For unplanned outages, you could try to log in every 30 minutes or so as we'll work to resolve these as soon as possible.

Error messages

404, 505, 400006 errors

1. Clear your browsing history, including the cache.
2. Close all browser windows.
3. Open a new page and re-open QRO Online using https://osronline.treasury.qld.gov.au.

Also consider

• Learn about QRO Online and how to have your OSRconnect information copied over.
• Find out how to give someone access to an account.