This typically occurs for a couple of reasons.
The first is because the email address being used is not the same as the one that the Airtax account was originally made with. So check to make sure you are definitely using the right email address.
The second, and probably more common cause of this issue, is that your password needs to be reset. You can reset your password by following the steps outlined below.
1. Open this link https://airtax.com.au/password_resets/new
2. Enter your email address
3. Click 'Reset my password'
4. You will be sent an email to the address you used to make your Airtax Account. Open this email and click on the link included (this will open a new window)
5. Enter your new password.
Sometimes our password reset email can be filtered into junk/spam folders, so be sure to check there if you can't find the email in your inbox.
If you are still having issues accessing your account, please contact a member of our friendly team at firstname.lastname@example.org