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Delays to response times: It is taking longer than usual to answer calls and myIR messages, and to process some COVID-19 Support Payment applications. This is because of the impact of COVID-19. If possible, please contact us through your myIR account. Log in to myIR

Budget 2022: The Government has announced Budget 2022, which includes changes to child support payments. Find out more on our Tax Policy website

Budget 2022: The Government has announced a Cost of Living Payment, which will be paid from 1 August 2022. You do not need to apply for this payment. If you are eligible, we’ll pay it into your bank account. Find out more

If you have a myIR account, you can send secure messages to us. This is generally how we'll communicate with you.

How to send a message in myIR

Occasionally, we may need to communicate outside of myIR by sending you an email. All emails and attachments labelled Customer Communication are encrypted by Microsoft 365. You can only communicate through encrypted emails by responding to an email you have first received from us.

Opening an encrypted email from us

You'll get an email advising Inland Revenue has sent you a message protected by Microsoft 365. Follow the link provided in the email to authenticate yourself and read the message.

To keep your information safe, you need to authenticate yourself each time you want to open the email using either:

  • a one-time passcode
  • your email account.

If you choose to authenticate using a one-time passcode, you'll be sent this in an email. If you do not see it in your inbox, make sure you check your spam or junk folder before you request another passcode. You'll need to enter the passcode in the web page you requested it from within 15 minutes. Then, select 'Continue'.

If you choose to authenticate using your email account, follow the log-in instructions you're given on screen.

Shared email accounts

If you share an email account and receive an email from us meant for someone else, make sure to close the email immediately. Remember to let the person know it's there to be opened.

Viewing and editing attachments

You can view emails and any attachments we send you without a Microsoft 365 subscription.

You'll need a Microsoft 365 subscription if you want to edit an encrypted attachment we've sent you. You'll also need:

  • the application that matches the type of file we sent you installed on your device (at least a 2010 version of Word or Excel for example)
  • to download the attachment to, and open it from, your device (you are not able to open it directly from the email).

Forwarding an encrypted email from us

To send an encrypted email to another person (such as your tax agent), you'll need to first make sure you opened it and authenticated your identity. Then, you can forward the encrypted email. That person will also need to authenticate their identity when they open it. 


You'll need to allow pop-ups on your device to access encrypted emails from us.

If you're trying to view a PDF file, you'll need to have an application on your device which supports viewing PDF files.

Last updated: 08 Oct 2020
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