MyEnquiries

General information

MyEnquiries was launched in June 2015 and replaced Secure eMail.  Users of Secure eMail were automatically registered for MyEnquiries and could log on using their Secure eMail login. Otherwise customers could register for MyEnquiries via a link on the website.

MyEnquiries is a structured online contact facility that allows customers to securely send and receive correspondence to and from Revenue instead of using email. 

From 12 September 2015, access to MyEnquiries has changed. For PAYE customers access to MyEnquiries is through myAccount. For business customers access to MyEnquiries is through ROS.

A small number of customers may be unable to view their historic enquiries from myAccount and ROS. In order to address this issue, the link via www.revenue.ie will remain open for a limited period to enable them to view these enquiries. However, it will not be possible to submit new enquiries via this link.

Furthermore, given that access to MyEnquiries is via myAccount or ROS, there is no separate registration process for MyEnquiries (as has existed since June 2015).

Agent enquiries

From 12 September 2015, agents must access MyEnquiries via ROS if they wish to enquire about their clients’ tax affairs.

Access to MyEnquiries via myAccount and ROS

myAccount

myAccount is a single access point, with a single login and password, for a number of Revenue’s online services including MyEnquiries, PAYE Anytime, Home Renovation Incentive (HRI), Local Property Tax and eForm 12 Annual PAYE Tax Return.

PAYE Anytime customers are able to login to myAccount using their existing PAYE Anytime PIN. Customers not already registered for PAYE Anytime can register for myAccount on www.revenue.ie.

ROS

Business customers who have a ROS digital certificate will be able to access MyEnquiries and the HRI Online System from the ‘My Services’ tab under “Other Services”. Business customers who do not have an active ROS digital certificate can either register for myAccount or register for ROS. Please note that if business customers register for ROS in order to access MyEnquiries they will receive their tax returns and other correspondence electronically rather than in paper format.

Foreign-based agents who have a TAIN but have no Irish tax reference number can register for ROS using the TAIN (i.e. no tax reference number is required).

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Customers who cannot access MyEnquiries via myAccount or ROS

There will be some customers who are unable to access MyEnquiries via myAccount or ROS. These include non-residents who are not registered for tax in Ireland and solicitors, receivers acting on behalf of their clients but who do not have a TAIN. These customers should use alternative communication methods including standard email, post, phone or fax. Revenue does not recommend sending personal or confidential information by unsecure (standard) email.

Alternatives to MyEnquiries

In addition to the types of customers mentioned above, there are also some types of contacts that are not suitable for MyEnquiries, such as third-party data exchanges. At present, the only options for these customers to raise queries are by using standard email, post, phone or fax. Revenue does not recommend sending personal or confidential information by unsecure (standard) email.

Transport Layer Security (TLS) is a Government-wide encryption system that is used to securely send emails. However, this is primarily for high-volume users and is not suitable for individuals or organisations that may contact Revenue a few times a year.

For the medium term, Revenue is exploring the potential to provide a new, easy-to-use secure e-mail facility that will address many of these issues. Updates will be provided as other solutions are developed.

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Login to MyEnquiries via www.revenue.ie

When MyEnquiries is available in myAccount and ROS, the access via www.revenue.ie will remain available for a limited period to enable customers access their historic enquiries. However, it will not be possible to submit new enquiries via this link.

When customers click on the ‘Login’ option on the MyEnquiries page on www.revenue.ie they are brought to the screen below.

 

Image of myenquires login page

When customers login they are brought directly into the ‘Enquiries Record’ screen. This screen provides a record of any previous enquiries and Revenue responses. The ‘Add New Enquiry’ button will no longer be shown when logging in via www.revenue.ie.

Customers have to login to myAccount or ROS if they wish to submit a new enquiry.

Image of myenquires record page

Enquiries Record screen

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Forgot Password

The Forgot Password screen will remain available for a limited period after MyEnquiries moves to myAccount and ROS.

If you have forgotten your password you can update it by clicking on the Forgot Password link on the MyEnquiries page. When you click on this link you are brought to the following screens.

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Enter your email address, click on the ‘Continue’ button and you are brought to the ‘Password Challenge’ screen. The ‘Challenge Question’ is that supplied by you at the registration stage.

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If you correctly answer the password challenge question you can update your password. However, if you enter an incorrect answer you will be presented with the error message ‘You did not enter correct answer’.

If you experience any difficulties in completing this screen you should send a ‘normal’ email with details of your problem to MyEnquiries@revenue.ie.

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After entering and confirming a new password you will see the following message.

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You can log into MyEnquiries using your new password once it has been successfully updated.

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Edit Profile

The Edit Profile screen will remain available for a limited period after MyEnquiries moves to myAccount and ROS.

You can change your password and/or ‘Challenge Question’ by clicking on the ‘Edit Profile’ button on the ‘Enquiries Record’ screen and you are brought to the screen below.

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Edit Profile screen

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MyEnquiries link from ROS

For individual taxpayers the link to MyEnquiries can be found under the ‘My Services’ tab in the ‘Other Services’ section.

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ROS access to MyEnquiries (Individual)

For agents the link can be found under the ‘Agent Services’ tab in the ‘Other Services’ section.

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ROS– access to MyEnquiries – Agent

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ROS Administrator – access and management functions

Access

For ROS administrators the MyEnquiries icon will always be shown. For ‘sub-users’ the icon will only appear if the user has permissions on an active MyEnquiries email address. Sub-users will not see the icon unless they have been set up for MyEnquiries by the ROS Administrator.

To start using MyEnquiries, the ROS Administrator must first set up an email address to be used with MyEnquiries. This applies whether or not the ROS Administrator was previously registered for Secure eMail or MyEnquiries. Clicking on the MyEnquiries button on the ‘My Services’ (individual) or ‘Agent Services’ (agent) tab will redirect the Administrator to the MyEnquiries application, except in the case of Administrators who have no MyEnquiries email addresses set up.

If no email address is set up, the Administrator will receive the following message when they click on the MyEnquiries icon. This explains how to setup an email address for use with MyEnquiries (i.e. in the ‘Admin Services’ tab).

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ROS Informational screen

Management and administration functions

Clicking the ‘Admin Services’ tab at the top of the screen will bring the user to the Admin Services page from where they can access the MyEnquiries administration functions.

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ROS ‘Admin Services’ Screen

The ROS Administrator can grant MyEnquiries access to sub-users by selecting the sub-user and clicking the ‘MyEnquiries Permissions’ button. Access to MyEnquiries is determined by email address and the tax registration number or TAIN associated with the ROS digital certificate. It is possible to set up/link more than one email address.

Sub-users who share the same (or group) email address for MyEnquiries will be able to view the same enquiries and Revenue replies. It is the responsibility of the ROS Administrator to manage sub-user access to MyEnquiries through the management of email addresses. Sub-users with Administrator permissions will also have access to the ‘Admin Services’ tab and the MyEnquiries management function buttons.

If there are no sub-users set up, the screen will look like this:

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ROS ‘Admin Services’ Screen

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Setting up an email address

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ROS Administrators can set up one or more email address for use with MyEnquiries. Old email addresses can be deactivated but not deleted. The ROS Administrator will have access to all enquiries submitted under any of the email addresses set up in this way. To set up a sub-user for MyEnquiries, the email address of the sub-user must be set up in the permissions first.

Sub-User Access from ROS

ROS Administrators can give sub-users access to the MyEnquiries facility by allowing them access to one of the email address that has been set up. Please note that access to MyEnquiries is based on email address. If two users are given permission to access MyEnquiries with the same email address, they will see each other’s queries, regardless of whether they are an Administrator or a sub-user.

In the ‘Admin Services’ tab, select the sub-user and click the “MyEnquiries Permissions” button.

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Sub-User Access

Which links to the ‘Permissions' screen.

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Permissions’ screen

Tick the Status box beside the email address the sub-user is using for MyEnquiries. More than one email address can be selected. Submit the changes. The same process works in reverse – untick the box to remove permissions.

Accessing MyEnquiries from ROS

ROS Administrator: If more than one email address has been set up in ROS, users have the option to select which of those email addresses they want to use at that time.

Sub-user: If the ROS Administrator has set up more than one email address for the sub-user to use with MyEnquiries, they will have to select the email address they wish to use at that time.

The Enquiries Record screen (inbox) for the selected email address will be viewable. A list of enquiries for the email address is displayed. Only one email address can be viewed at a time. A user must exit MyEnquiries to select another email address.

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Email Selection screen

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Enquiries Record screen (Inbox)

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An enquiry can be submitted by clicking the ‘Add New Enquiry’ button which will bring up the ‘Add a New Enquiry’ screen below.

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Add a new Enquiry screen

If you are an Agent the TAIN field will be prepopulated with your TAIN.

The Client Tax Reference Type field has a dropdown populated with a list of relevant tax types e.g. PAYE/IT/VAT etc. This list has been expanded to include the following tax types, CT, CGT, RCT, Excise Licence, Customs & Excise, Stamp Duty, CAT, VRT and Betting Duty.

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Add a new Enquiry screen (TAIN inserted)

Further information regarding the submission of enquiries can be found under the heading ‘Add a new enquiry.

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MyEnquiries link from myAccount

MyEnquiries can be accessed from myAccount by clicking on the MyEnquiries ‘Enter’ button on the myAccount Homepage.

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myAccount screen

You will then be brought directly to the Enquiries Record screen (inbox).

Image of myenquires record screen inbox page

Enquiries Record screen (Inbox)

You can submit an enquiry by clicking the ‘Add New Enquiry’ button which will bring you to the ‘Add a New Enquiry’ screen below.

Image of myenquires add a new enquiry page

Add a New Enquiry screen

Further information regarding the submission of enquiries can be found under the heading ‘Add a new enquiry.

MyEnquiries link from Local Property Tax (LPT)

MyEnquiries can be accessed from LPT by clicking on the MyEnquiries button at the top of your LPT screen.

Image of myenquires local property tax page

LPT screen

You will then be brought directly to the Enquiries Record screen (Inbox).

Image of myenquires enquiries record screen inbox page

Enquiries Record screen (Inbox)

You can submit an enquiry by clicking the ‘Add New Enquiry’ button which will bring you to the ‘Add a New Enquiry’ screen below.

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Add a New Enquiry screen

Further information regarding the submission of enquiries can be found under the heading ‘Add a new enquiry.

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Add a new enquiry

The ‘Add a new Enquiry’ screen opens when the customer clicks on the ‘Add New Enquiry’ button on the ‘Enquiries Record’ screen. Customers will be assisted by dropdown lists of categories and related sub-categories (see fields "My Enquiry Relates To" and "And More Specifically". The Tax Reference Number and Tax Reference Type fields will be prepopulated with your tax details.

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Add a new Enquiry screen

The option to attach a file is only available after the "My Enquiry Relates To" and "And More Specifically" fields are populated.

In order to allow the customer to remove an attachment, a minus field has been added to the ‘Add a new Enquiry’ screen. The minus field will only be available after a file has been uploaded.

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Interaction screen

In order to allow the customer to remove an attachment, a minus field has been added to the Interaction screen. The minus field will only be available after a file has been uploaded

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'For attention of' field

If you know the email address of the person or area in Revenue to which your enquiry should be directed you should enter it in this field.

Attachments

You can attach documents to your enquiry subject to a file size limit of 10MB for individual files. The maximum number of attachments is 10.

Attachments are optional for all enquiries except when submitting an ‘Expression of Doubt’ where it is mandatory to include an attachment.

Invalid Characters in the Enquiry Details field

Customers may receive an error message regarding invalid characters within the Enquiry Details field/text box, “Your message contains an invalid character. Please forward it as an attachment”. This can arise if material is prepared in another application, e.g. Word or Excel, and copied into the Enquiry Details text box. If this error message persists the customer should forward their message as an attachment and enter a note to that effect in the Enquiry Details field/text box.

Notification that Revenue have responded to your enquiry

When Revenue issues a response to your enquiry an email is sent to the email address you supplied informing you that a response has issued and can be viewed on your Enquiries Record screen.

Search function

When you log in to MyEnquiries you are presented with a list of your enquiries and Revenue responses on the Enquiries Record screen. You can view a specific enquiry by double-clicking on the required row. New unread messages appear in bold. A search facility is available that allows you to locate a particular enquiry in the Enquiries Record by entering a keyword or part of a word.

Further information

Further information on the MyEnquiries facility is available in pdfPart 37-00-36 (PDF, 1 MB) which can be found in the Tax & Duty Manuals section of the website.

Contacts

  1. MyEnquiries: If you have any difficulty in using MyEnquiries you should email MyEnquiries@revenue.ie. Please note that this mailbox should not be used to submit general taxation queries or to seek progress reports on previous enquiries submitted via MyEnquiries.
  2. myAccount: If you have any difficulty registering for myAccount you should contact the myAccount Registration Unit on 1890 272282 (Callers from outside the Republic of Ireland should use +353 1 702 3036) or email RegisterForMyAccount@revenue.ie.
  3. ROS: If you need technical assistance with using ROS or logging in, you should call the ROS Helpdesk on 1890 201 106. (Callers from outside the Republic of Ireland should use +353 1 702 3021).

January 2017

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