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At Lightning Payroll, we strive to provide comprehensive support for our payroll software. However, assistance with obtaining or managing your ATO Machine Credential falls outside the scope of our standard support. This is because the Machine Credential is a tool provided and managed by the Australian Taxation Office (ATO), not by us.
Our Support Policy clearly outlines that assistance with external websites and software, such as those provided by the ATO, is not included in our free support services. The ATO is responsible for their systems and offers free support for their website and software, and there are several resources available to help you obtain your Machine Credential without incurring any cost:
- Contact the ATO’s Technical Helpdesk
Call 1300 287 539 and select option 3, then option 1 for RAM (Relationship Authorisation Manager) enquiries. Their helpdesk staff can guide you through the process. Their contact details are found here. - Follow the ATO’s Step-by-Step Guide
The ATO provides a detailed guide on how to install a Machine Credential: https://info.authorisationmanager.gov.au/guide-how-to-install-a-machine-credential - Refer to Lightning Payroll’s Guide
We’ve created a helpful guide to assist our users. You can find it here: https://www.lightningpayroll.com.au/faq?selected=188
Why Does Lightning Payroll Charge for Assistance?
While the ATO provides free support, we understand that their helpdesk may not always offer the level of expertise or responsiveness that some users expect. For those who find the process particularly challenging or frustrating, we offer a paid support service as a last resort. This optional service is available to provide hands-on assistance, saving you time and hassle.
You can learn more about our paid additional support service here: https://www.lightningpayroll.com.au/buy-now?prod_id=259
We encourage you to explore the free options first, as they are often sufficient to resolve common issues. However, if you require further assistance, our paid service is available to help.
If you have any questions about how Lightning Payroll integrates with your ATO Machine Credential, please don’t hesitate to contact us.
