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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. 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. Instead:

  1. Visit the Tax Department's website at
  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 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

  • If you have not filed a New York State tax return in the specified time frame or have not received a bill (assessment) from the Tax Department, you can create an account by:
    • Business Account Creation, select "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 return for one of the tax types specified but the form filed is not listed in the drop down menu, change your answer to "No".
    • Individual Account Creation, select the "None of the above" option under Filer information.
  • 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 the EIN with the "C" at the end.
      • For other taxes (like corporation, withholding, and highway use) create an account using the EIN without the "C".

Username and password problems


  • 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)


  • 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 through our Create Account process.

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 as a bookmark. Use our website ( instead.