Troubleshooting QRO Online

Blank screen or error messages 

If you get a blank screen or an error message (e. g. SAML, 404, 505, 400006 and ‘oops—site not found’) try these steps.

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://qroonline.treasury.qld.gov.au.

Alternatively, you can try using incognito mode.

Always use one of our links to log in to QRO Online or enter the URL address directly; do not bookmark the page.

Payroll tax annual return

If you see the warning message ‘Not all periodic form bundles processed in Return details: Field Periodic payments’, it usually means that you haven’t lodged all your periodic returns for the financial year. It could also mean that there might be an issue with a lodged return.

If you believe you have lodged all your periodic returns and are still getting the message, contact us.

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—we’ll work to resolve these as soon as possible.

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.

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

• the tile is still loading (sometimes the Identity verification tile can take up to 10 minutes to appear)
• 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://qroonline.treasury.qld.gov.au
  • https://qroonline.treasury.qld.gov.au/sites/qro-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 qroonline.treasury.qld.gov.au.

If you’re using SMS to receive your authentication code, make sure you click the ‘Get the code’ button once only. Your code may not be recognised if you click the button more than once.

If you’re still having trouble, you can try:

• turning your phone off and on again
• or
• changing the registered device to make sure it’s the correct number.

Contact us if you need to change:

• the mobile number to receive SMS authentication codes
• from phone-based codes to time-based authentication.

We have many step-by-step guides.

• Account management
  • Set up accounts (including how to print and search history)
  • Video tutorials
• Land tax
  • Check and pay your account
  • Apply for a land tax exemption
  • Apply for an extended payment option
• Payroll tax
  • Lodge and correct returns
• Transfer duty self assessors
  • eConveyancing transactions
  • Paper settlement transactions
  • Delete draft transactions
  • Data entry
• Royalty
  • Lodge and correct returns

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

Permissions

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.