Frequently Asked Questions
I have forgotten my password, what should I do?
Click the Forgot my password link and follow the steps to reset your security information.
An email will be sent to you containing your username (your Tax Institute member number) and giving you a link to a page that will allow you to reset your password.
I have forgotten my login details, what should I do
Click the Forgot my password link and follow the steps to reset your security information.
An email will be sent to you containing your username (your Tax Institute member number) and giving you a link to a page that will allow you to reset your password.
I am having troubles finding information in the Structured Education Program web site?
If you are currently enrolled in the Structured Education Program, you will have access to study materials, lecture activities and assessments for the course(s) you are enrolled in.
On the right side of the page you will see what course(s) you are enrolled in and what information you have been assigned access to. There is also a navigation tool at the top of the page (beneath the main menu) to assist you with identifying where you are within the Structured Education Program web site.
Remember, you can also enter a keyword in the Site Search field on the right side of the page.
I can't find what I'm looking for? Are there any search tips you could share with me?
When you are logged onto the Tax Institute web site you will have access to information that is linked to your personal profile. The site offers you multiple search options to assist with finding what you are looking for.
- There is a general Site Search and an Advanced Search option located at the top right hand side of the page.
- If you are looking for a specific article, there is also an article search function to the right of the page.
You will also notice that a second browser session will launch when you are accessing functions within our e-Portal. This includes online shopping, online library and Structured Education Program. This will again depend on your login profile and what you have access to. If you should be able to access any of these sites and you are not able to, contact the Tax Institute for assistance on 1800 674 426 or email webassist@taxinstitute.com.au.
Why is there a second web site browser opening?
A second browser session will launch when you are accessing functions within our e-Portal. This includes online shopping, online library and Structured Education Program. This will depend on your login profile and what you have access to. If you should be able to access any of these sites but you are unable, contact the Tax Institute for assistance on 1800 674 426 or email webassist@taxinstitute.com.au.
My screen seems to have frozen, who should I contact?
Contact your Help Desk to determine whether they can detect a problem within your firewalls. If they are certain that no technical issues are occurring, close down your browser session and restart. If you are still experiencing issues with the Tax Institute web site, contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.
While making an online payment my computer froze or my session dropped-out. How do I know that my payment has been successfully processed?
You will know that your payment has been successfully processed if you have received online notification that your payment has been processed and you have received a payment reference number.
If you are unsure whether your payment has been processed, contact your Card Issuer or the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.
How do I know that my credit card details are secure when I pay online?
The Tax Institute accepts online payments by major credit cards - VISA, MasterCard, and American Express.
When you enter your credit card details on the Tax Institute web site, your private details are securely passed using the best available encryption technology.
Secure Sockets Layer (SSL) technology secures your Web site by encrypting information and providing authentication - allowing customers to connect over a secure connection.
I am unable to link to an external web site. Why is this happening?
The Tax Institute uses best endeavours to ensure that all of our business partner links are accurate and current, however from time to time other businesses may change their web address details before notifying the Tax Institute.
What if the product I ordered online is damaged when I receive it?
Should you receive an incorrect or faulty product please contact us and we can arrange an exchange. Once you have received confirmation of the exchange, simply mail the product back to us at the following address:
Tax Institute of Australia
Level 2
95 Pitt Street
Sydney NSW 2000
Can I cancel my online purchase?
Your order can be changed or cancelled at any time before your order is sent. Once the order has been placed you can cancel your order by contacting the Tax Institute on 1800 674 426. We can only cancel orders that have not been shipped.
I am a web site subscriber but I can't download content that I should have access to?
Check that you are logged in correctly using your web subscription login. If you are still experiencing issues,
contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.
When will I be able to order Publications online?
The Publications will be added to the e-Orders online catalogue during the second phase of the new web site release - coming soon. Until then, you can order your publications by faxing a completed order form to the Institute.
The web site seems to be slower than usual, what should I do?
Contact your Help Desk to determine whether there is a problem within your firewalls. If there are no technical issues detected, close down your browser session and restart. If you are still experiencing issues with the Tax Institute web site, contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au.
I am having difficulty with registering?
If you think you already have a Tax Institute member number or customer ID please use the "Forgot my password" link on the Tax Institute site to have your login e-mailed to you. Otherwise contact the Tax Institute on 1800 674 426 or email webassist@taxinstitute.com.au to assist with creating a new user account for you.
