INFOexpress
INFOexpress frequently asked questions
For detailed instructions on using INFOexpress, see our INFOexpress calling aid (IR358) under the "Related forms and guides" section of our site.
I enter the information requested, but INFOexpress asks for the information again, or disconnects me. Why does this happen?
You must press the hash key (#) after you have entered your IRD number, your PIN, and any relevant dates or telephone or fax numbers. The hash key also indicates that you have finished your recording. Take care not to confuse the star key ("*") and the hash key ("#").
Can I set up a speed dial option on my telephone to access INFOexpress?
Yes. INFOexpress will accept speed dialling. You may need to go through some trial and error before you get the correct number of pauses in the right places. Once you have established the correct number, you can then access frequent requests with the push of one or two buttons.
The system will not give me my client's GST details, even though I've prepared their income tax returns for years. What is the problem?
INFOexpress will give you information only for clients who are on your client list. Moreover, for those listed clients it will give you information only for the tax types to which they are linked. If you have written authority from your client, you can link them to your client list for all tax types while still maintaining their existing mailing addresses (that is, they still get their GST or PAYE returns).
Through INFOexpress I requested some information to be faxed, but nothing came. What happened?
INFOexpress tries three times to send a fax, usually in the space of 30 minutes. If the third attempt fails, the request is referred to a staff member to follow up. Some common problems are that the requester entered an incorrect fax number, or that their fax was busy at the time when INFOexpress was trying to send the fax.
I rang INFOexpress but it told me that my access was suspended. Why?
A personal identification number (PIN) is suspended if you enter it incorrectly three times in one telephone call or seven times in total. You can reset the suspended regular PIN by using the master PIN. If the master PIN is suspended, it can only be reset by contacting us on the tax agents' 0800 number (a senior member of the firm should call). More about using PINs ›
I requested two pads of IR586 automatic payment forms, but only received two individual forms. What happened to the rest of my order?
To avoid any confusion INFOexpress always accepts quantities as individual items. If you need a pad of forms, such as the IR586, request 50 forms, for two pads, request 100 forms, and so on. If you want to request bulk stationery please use StationeryXpress. If you want a form urgently please visit 'Forms and guides' on this website to download a copy.
Frequently asked questions about INFOexpress ›
Date published: 01 May 2009
Back to top
