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Technical support solutions

Troubleshooting tips

If you are having trouble logging in to your Online Services account, follow these tips before continuing:

Tip 1: Clear your cookies, temporary files, and history from your browser.

  1. Close all of your browser windows and open a new browser session.
  2. Follow the instructions below for your browser.
    Browser Versions
    MicrosoftGoogleMozillaApple
    Microsoft Edge

    Internet Explorer

    Google Chrome Mozilla Firefox Safari 9 (OS X El Capitan)

    Safari 8 (OS X Yosemite)

    Safari 7 (OS X Mavericks)

    Safari 6 (OS X Mountain Lion)

    Safari 5 (OS X Lion)

  3. Close your browser window and open a new browser session. Follow Tip 2 below.

Tip 2: Do not use browser bookmarks or favorites for any of the Online Services pages.

  1. Visit the Tax Department's website at www.tax.ny.gov.
  2. Select Log in in the banner at the top right.
  3. Sign in to your Online Services account.

Web browsers

Our website supports the most recent versions of:

  • Microsoft Edge
  • Internet Explorer
  • Google Chrome
  • Mozilla Firefox
  • Safari

The minimum browser requirements for making a credit card or PrompTax ACH debit payment have changed. Use the following versions of your preferred browser to ensure your credit card and PrompTax ACH debit payments are successful:

  • Microsoft Internet Explorer 10 or higher
  • Google Chrome 38 or higher
  • Mozilla Firefox 31 or higher
  • Apple Safari 7 or higher

JavaScript

JavaScript must be enabled for your browser to work with our website. Most browsers come with JavaScript already enabled. If JavaScript is disabled in your browser, you can enable it by changing your browser settings. For instructions on how to do this, visit your browser's website and search for "enable JavaScript."

Account creation tips

Business account creation

If you have not filed a New York State tax return within the past 12 months, you can still create an account by selecting No when asked Have you filed New York State corporation, sales, or withholding tax returns within the last 12 months?

If you have filed a corporation, sales, or withholding tax return within the past 12 months, but the form filed is not listed in the drop-down menu, change you answer to No for that tax type.

If your employer identification number (EIN) ends with a C, you will need to create two Online Services accounts:

  • For Sales Tax Web File, create an account using your EIN with the C at the end.
  • For other taxes (like corporation, withholding, and highway use) create an account using your EIN without the C at the end.

Individual account creation

If you have not filed a New York State income tax return within the past five years or have not received a bill (assessment) from the Tax Department, you can create an account by selecting the None of the above option under Filer information.

Username and password problems

Username

Usernames are not case sensitive and must be between 8 and 60 characters long. Use only letters, numbers, and these special characters: . @ _ -.

Usernames can't match a username that has been used in the past or is in use by others (you may need to try several different usernames).

Password

Passwords are case sensitive and must be between 8 and 20 characters long. You must include at least one number and at least three letters. Do not repeat the same character more than two times in a row. Special characters are allowed.

Forgot your username or password

Use the Forgot your Username or Password? links found on the login page.

Deleted accounts

If you deleted your Online Services account, you must create a new account (see create account).

Fixing common error messages

Generic error: This generally happens if you saved the Online Services login page as a favorite, bookmarked it, or saved it to your desktop. Remove the Login page from your favorites. Then, close your Internet browser session and open a new one before logging in again. Don't save Online Services pages as bookmarks. Use our website—www.tax.ny.gov—instead.

Updated: