API failure notifications
Q: If there are ATO API issues, how do we know the date affected and the retry status?
A: A pop‑up notification appears in ATO SmartDocs on the day the ATO API fails. Instructions will be given to either wait until later in the day, to try again the next day or manually download documents from the ATO Portal’s Communication History for that day.
Note: ATO SmartDocs connects to the ATO each night and imports documents for the prior day.
Notification handling
Q: What if a staff member closes the notification before reading it? Can we have a hub report to confirm failures?
A: Staff should read the pop‑ups. If they close the pop-up you can access past notifications from the Notifications icon in the top toolbar. In addition to this, within the Import documents tab, you can see which dates have recorded imports.
Retry behaviour
Q: Does the notification appear on the first failure or only after two attempts?
A: The pop‑up appears as soon as ATO SmartDocs cannot import documents for that day. The system retries before notifying you.
Import status example
Q: Are documents from 1 December still pending (as shown in the screenshot)?
A: Yes. Once imported, the Imported status changes to Yes.
Weekend documents
Q: Should documents be downloaded over the weekend?
A: If the ATO loads documents over the weekend, the system collects them ready for Monday.
Missing dates
Q: Documents from 29 November are missing. Does this mean a failure?
A: Not necessarily. The ATO may not have issued documents on that date. You can check the ATO Portal’s Communication History.
TAN number changes
Q: What should I do if I change or add a TAN number?
A: Register the new TAN in the ATO API by following the setup video from the beginning.
Manual processing steps
Q: How do I know if SmartDocs retried and failed twice? Will we be notified to manually download documents?
A: Yes. You will receive a notification such as:
“The ATO API failed to update overnight due to system maintenance…”
Follow the instructions in the Notification, where directed to download the documents from the ATO Portal, follow the steps below:
Log in to the ATO Portal.
Go to Communication history.
Download all documents released that day.
Drag and drop them into ATO SmartDocs for processing.
Continue processing normally so the following day does not double‑import.
ATO monitoring
The team investigates API failures each morning and continues until resolved.
Warning: Multiple‑day failures are rare, but if they occur, you will be advised through pop‑ups or direct contact.