My Tax Account Troubleshooting
About | Getting Started | How-to Videos | Using My Tax Account | Wage Attachment Payments | TRIP | Troubleshooting
- Logon ID and Password
1.1. First Time Logging In - Unable to Logon with WAMS ID?
1.2. Forgot Password?
1.3. Forgot MTA Logon ID?
1.4. Don't Remember your Secret Question?
1.5. Update your Email Address
- Registration
Step 1 Errors
2.1. Logon ID/Password Errors
2.2. Email Address Already in Use?
Step 2 Errors
2.3. Business Owners and Employees
2.4. Third Party Preparers
2.5. Foreign Zip Codes
Step 3 Errors
2.6. Line 2A (Total Tax Due from prior Return/Deposit Reports) Error
2.7. Line 2B (Letter Identification Number) Error
2.8. No Authorization Code Email?
- System and Printing
3.1. Cannot Print Voucher or Return
3.2. Logged Out
3.3. Attachment Issues
3.4. Small Font Size
- Filing, Paying and Account Access
4.1. Filing Issues
4.2. Filing Periods that Require Attention
4.3. Payment Source Issues
4.4. Access Issues
4.4.1. Business Tax Accounts Not Listed?
4.4.2. No Manage Logons?
4.5. My Tax Account Not Available
LOGON ID AND PASSWORD
1.1 First Time Logging In - Unable to Logon with WAMS ID?
If you already had a WAMS ID before June 6, 2011 you will use it when you log in to My Tax Account for the first time. If you don't remember your WAMS password, click on Forgot your password? on the My Tax Account login page to reset your password.
If you don't remember your WAMS ID, have been locked out, or are unable to login for any reason, please contact us at (608) 261-5338.
Note: Completing the password recovery will not change your WAMS password on other state of Wisconsin applications, only in My Tax Account.
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If you are a current User and have forgotten your password, please click Forgot your password? on the login page. Follow the steps to create a new password.
You will be emailed an authorization code to use the next time you log in to My Tax Account.
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If you are a current User and have forgotten your logon ID, refer to the email that was sent to you after registration.
If you no longer have access to that email, you can retrieve the logon ID by clicking Forgot your password? on the login page. Click the link that is provided in the password recovery email and your logon ID will be automatically inserted in the logon ID entry field.
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1.4 Don't Remember your Secret Question?
If you don't know your logon information and have forgotten your secret question, please contact us at (608) 261-5338.
If you know your logon ID and password, log in to My Tax Account to update your secret question. Click View my Profile on the homepage, then Update Profile and edit your secret question.
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To update your email address, log in to My Tax Account. Click View my Profile on the homepage, then Update Profile and enter the correct email address.
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REGISTRATION
Make sure your logon ID and password are unique.
- Your logon ID must be between 5-20 characters.
- Your password must be between 7-20 characters and must contain a combination of letters and numbers.
- Passwords are case sensitive and cannot contain your logon ID.
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2.2 Email Address Already in Use?
If your email address is already in use, you should stop the registration process and complete Account Recovery, which is available by clicking Forgot your Password? on the My Tax Account login page. This will provide you access to your original account information.
If you are unable to complete Account Recovery, please contact us at (608) 261-5338 or complete your registration with an alternative email address.
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2.3 Business Owners and Employees
The information requested should be entered as it is listed on the Business Tax Registration (BTR) Certificate. Please refer to your BTR Certificate.
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You should enter your accounting firm's information. If you are an independent accountant, enter your personal information. If you are not registered with the Department of Revenue, please contact us for assistance with registration.
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If you have a foreign address, please enter "00000" as your zip code.
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Note: In Step 3: Adding Access to an Account, you must complete either line 2A or 2B.
2.6 Line 2A (Total Tax Due from prior Return or Deposit Reports) Error
If you have a filing history for the tax account type you've selected, you must enter an amount for 2A. The amount should be from one of the three most recently filed returns/reports for the tax type selected.
- Sales and Use Tax returns: Line 30
- Local Exposition returns: Line 9
- Premier Resort returns: Line 4
- Rental Vehicle returns: Line 7
- Withheld amount for WT-6 Withholding Tax Deposit reports
- Withheld amount for WT-7 Withholding Annual Reconciliation
- Corporation Tax: Return or Estimated payment amount
- Composite Return for Nonresident S-Corp Shareholders: Line 10
- Composite Return for Nonresident Partners: Line 10
- Partnership Tax: Return or Estimated payment amount
- Excise (Beverage & Tobacco): Payment amount
- Pass Through Withholding: Line 11
- Wage Attachment: Information from Employee Order
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2.7 Line 2B (Letter Identification Number) Error
If you do not have a filing history for the tax account type you've selected, you must enter a Letter Id for 2B. Letter Ids from the following department letters may be used:
- Business Tax Registration Greeting Letter
- E-Filing Requirement Letter
- Tax Incremental District (TID) Fees Letter
- Wage Attachment Certification Letter
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2.8 No Authorization Code Email?
Some Internet Service Providers and spam filters may stop delivery of your confirmation email. Please verify that your email security settings did not block your confirmation email by checking your account's Junk Mail.
As an alternative, you can click on Forgot Your Password? and complete the steps to receive a new authorization code email.
If you are unable to recover your authorization code email, please contact us at (608) 261-5338.
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SYSTEM AND PRINTING
3.1 Cannot Print Voucher or Return
When viewing the documents in View Mail or the Printable Versions of returns and reports, a PDF file will be created in a separate window. Try the steps below to fix the most common viewing and printing issues:
- Check that Adobe Acrobat Reader is installed on your computer. If not, download now.
- Your Adobe Reader program may already be open in another tab or minimized on the bottom of your screen. If so, click on the minimized Adobe document.
- Temporarily disable your web browser's pop-up blocker settings. Hold down the CTRL key while clicking on the document. Keep holding the CTRL key until the window pops up and the PDF file fills in.
- Alternatively, you can also completely disable your pop-up blocker settings. In your browser, click on Tools (located towards the top left or top right of most browsers), then select Pop-Up Blocker and click on Turn off Pop-Up Blocker.
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If you are inactive for 15 minutes while working in My Tax Account, you will be logged out. Any unsaved information will be lost.
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If you are experiencing problems attaching a file, please make sure your file complies with the following specifications:
- Attachments can be no larger than 30MB. This would include multiple or a single attachment sized 30MB. A PDF attachment is preferable since this is a compressed format.
- The following formats are acceptable for attachment: PDF, TIF, JPG, JPEG, BMP, XLS, DOC, TXT, and ZIP (only for a few applications).
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To enlarge the font in My Tax Account:
- Hold down the CTRL key and scroll up with your mouse, or
- Use your browser to adjust the text size.
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FILING, PAYING AND ACCOUNT ACCESS
To verify that you have submitted a return or payment request, select View Requests on the left panel of the account summary page. All of the return or payment requests that have been submitted in the last 365 days are available.
On the account summary page, check the status next to the filing period:
Outstanding: All unfiled filing periods are outstanding. If it is appropriate for you to file, complete and submit the return.
Overdue: File the return as soon as possible.
Not Filed: This return has been saved and not yet submitted. Open the return and click Change. You will be prompted to go through the return to update any required fields and submit the return.
Processed: The return has been received and processed by the Department.
Multiple Returns: Multiple returns have been received and processed by the Department for this filing period.
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4.2 Filing Periods that Require Attention
On your account summary page, look in the Attention column on the far right for messages about filing periods that need action.
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To add a default payment source to a tax account:
- Click View My Profile and the Web Accounts tab. Use Setup for each account.
To add a payment source for a business/customer:
- Click View My Profile and the Advanced Payment Options tab. Use Add New for each business/customer.
To change a source, click the payment source name (e.g. MAIN STREET BANK - 0123) and select Change or Delete.
To add a shared payment source, click View My Profile, and the Shared Payments Options tab. Click add a shared payment source. These bank accounts may be used for all of your third party accounts.
Note: If the bank account used to make your electronic payment is funded by a transfer from a financial institution outside of the United States, the Department of Revenue will not be able to accept your request to make an electronic payment (direct debit). You will need to make other arrangements in order to submit your payment.
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4.4.1 Business Tax Accounts Not Listed?
If you are logged in to My Tax Account and you do not have access to a list of your tax accounts on your homepage, you will need to add those accounts. Click on Add Access to Accounts on the left panel and select Add Business Tax Accounts. The tax accounts will be immediately listed on your homepage.
If you are a third party preparer and you do not have access to your clients accounts, click on Add Third Party Account Access on the left panel. If you select the first option: Client has access to the Internet, you will have to submit your request and wait for your client to approve the access request. If you select the second option: Client does not have access to the Internet, you will have to insert the required information and the tax accounts will be immediately listed on your homepage.
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The user with the 'Master' access level can manage the logons for all other users and approve third party access requests. If you are unsure which user has the 'Master' access level, click on View My Profile and select Manage Logons.
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4.5 My Tax Account Not Available
My Tax Account is available 24 hours a day, 7 days a week, but may be unavailable during periods of routine maintenance, which are scheduled each Tuesday through Friday, between 5:30 AM and 6:00 AM CST.
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FOR MORE INFORMATION PLEASE CONTACT:
WISCONSIN DEPARTMENT OF REVENUE
Customer Service Bureau
Mail Stop 5-77
P.O. Box 8949
Madison, WI 53708-8949
Phone: (608) 261-5338
Fax: (608) 267-1030
EMail Additional Questions
Last updated March 8, 2012