Find out what to do if you have issues with MyACC for Business and get tips for managing your account. There’s also information for agents and advisors. We’ll also let you know if there are new updates from us.
On this page
Troubleshooting when using MyACC for Business
When using MyACC for Business you may sometimes get the following error messages:
‘Invalid phone number’ – as part of the registration process we must have a New Zealand mobile phone number for you. This is to confirm your identity. If you don’t have a New Zealand mobile phone number, call us to manually generate a registration code. Call 0800 222 776
‘Something went wrong’ – this likely due to a browser error. Try clearing the browser cache or use a different internet browser, eg Google Chrome or Safari
‘Your account is disabled’ – you may see this message if you’re trying to use our old system, ACC Online. You must register for MyACC for Business to access your account information. If you’re trying to use ACC Online for an Employee Claims Report, please email us your request. Email firstname.lastname@example.org
Tips for managing account balances
These tips should help you understand the account balances displayed in different tabs:
‘Overview’ tab – shows the next instalment for your payment plan and includes the admin fee. If you don’t have a payment plan, it will show your total outstanding amount
‘Payments’ tab – shows the total outstanding balances:
‘outstanding amount’ – shows your total outstanding amount for your provisional invoice only
‘payment schedule’ – lists all your payment instalments for your current payment plan. Each instalment includes your provisional invoice and your final invoice
To get a full balance of what you owe, you can manually add all unpaid instalments, or call us for a total balance.
You can also find the full balance on a copy of your invoice in the ‘Timeline’ tab. Remember, if you don’t have a Payment Plan, you can see your total invoice on the 'Overview tab'.
If your account is in credit, you will see a zero balance in MyACC for Business.
We are working on account balances and will publish updates here when new features are ready.
Agents and advisors
Your client overview page is updated daily. If anything changes in your client’s account, eg a payment is made during the day, it will be visible overnight. For real-time, updated information, click into your client account to get an accurate balance.
Tips for using your timeline
Here is what is available on your MyACC for Business timeline:
CSV download - download a copy of your timeline activities
Invoices - download electronic copies of your tax invoices
Reassessments - download electronic copies of all your invoice reassessments
Payment schedule - view and download an electronic copy of your upcoming payments
Experience Rating report - download an electronic copy of your Experience Rating (ER) reports
No Claims Discount report - download an electronic copy of your No Claims Discount (NCD) reports
Account activities - view your account activities such as invitations sent to delegates, change of details requests, payment plan set up requests etc
Some historical invoices may not be available. Contact us if you need an invoice that's not available to download.
Improvements we're working on
We're working to improve your timeline. These are the topics we know about and are working on:
Penalty reversals still have the name ‘penalty’ despite being correctly applied as a credit
Credit reassessments show twice - some credit reassessments are being applied automatically to the reassessed debit invoice, and are also showing in the timeline making it appear as if the credit has been applied twice.
Coverplus Extra invoices for shareholders may display incorrectly. The invoice will show your full invoice amount with the full credit amount already deducted. However, the credit amount also appears on your timeline which makes it appear as if the credit is being applied twice
Migrated invoice balances - invoices that had an outstanding balance in February 2018 may display in the timeline as the balance outstanding at that date, and not the actual invoice balance. This is due to the migration of invoices when we completed our core system upgrade in March 2018
Showing who made changes on the account. This will show the name of the delegate, agent/advisor or levy payer who made or requested changes as an event on the timeline
Tips for managing your account
These tips should help you to use the different tabs:
‘Profile’ tab – update your contact information. If you’re trying to change your address online but it’s not working, contact us. You may need to also update this information with Inland Revenue
Update the name that displays in your MyACC for Business account by changing it in your personal details.
‘Overview’ tab – request an update to your Business Industry Code (BIC), employment status or notify us if you have stopped trading
‘Relationships’ tab – allows you to add or remove additional users to your account.
You must add a mobile number to the invitation to allow the additional users to accept the invitation
We recommend not to invite your accountant to act on your behalf by using the ‘Relationships’ tab. They can link to you through their MyACC for Business account, which provides them with additional functionality to manage your information
If you're managing more than one business
To register more than one business:
click the 'My levy accounts' button on the top left-hand side
choose ‘Manage my accounts’
click the 'Add MyACC Account' button to go through the registration process. Remember, your mobile number must be registered with us for each additional account
access the additional accounts by choosing ‘My levy accounts’
Agents and advisors – managing user access
For agents and advisors, there are different role types available within MyACC for Business:
These roles are important for organisations who have multiple users and client portfolios, as they’ll have different levels of access within MyACC for Business.
Use the ‘Organisation’ tab to add, delete and manage user access to customer accounts
If you’re trying to add a new user as a tax agent or accountant, you must add a mobile number to the profile. If the user only has an international number you must use the country code, eg +61 for Australia or +86 for China.
Agents and advisors – managing your clients
Adding clients as a tax agent:
click 'Add clients'
search for the client using their name, ACC or IRD number
when the client shows, confirm by clicking 'Add client' and 'Next' before you can assign them to a portfolio Remember – you must still have a written authority to act on behalf of each customer you link to.
Adding clients as an advisor: To add clients as an advisor you must send us the ACC1766 to confirm you have the authority to manage their levy information. We'll link you to their MyACC for Business account when it's approved. ACC1766 Giving access to your levy information
A letter will be sent to the client to confirm that you have linked to their MyACC for Business account.
De-linking a client is done through the client list. When a client is de-linked, a letter will be sent to them to confirm this Make sure you remove your address and update the client's address before you de-link.
Assigning clients to a different portfolio will only work if you have access to the portfolio the client is currently in. Clients won’t appear as an option if you don’t have access to them
If a client or portfolio manager can’t see a client that’s already linked to your organisation, check the portfolios they have access to, as well as the client list for each of those portfolios. It’s likely that the client isn’t assigned to the correct portfolio, so speak to your administrator to resolve this
You must also email us to confirm that all your customers are aware of the name change and have signed new agreements under the new name. Email email@example.com
If you’re managing multiple ACC accounts, it’s best to use the same login details. This is so that you can easily switch between the different accounts using the ‘Menu’ button in the top left hand of the screen
You can change the name that displays on your MyACC for Business account. To do this ensure you are logged in, change the URL to https://business.acc.co.nz/business and update your details in the Profile tab. To return to your main view, click on your name and then choose ‘Switch user account’.
If you have any questions or want to know more, contact our business team: