If eGov does not open today, freezes during sign-in, or does not accept an EDS, first determine where the problem occurred: on the portal, in the network, or on your computer. There are three main possible causes: maintenance or a service-side failure, connection or browser issues, or a problem with the EDS key or electronic signature software. For an initial check, open the portal on another device or via mobile internet. If everything works there, check your device and network settings. If the portal is unavailable using different connections, wait for official information about the service status. Below, we explain what an accountant should do in this situation and how to retain evidence of the actions taken.
How to Determine What Exactly Is Not Working
The complaint “eGov is not working” may refer to different problems, and they need to be resolved in different ways.
- The website does not open at all. Try another browser, incognito mode, another device, or another network. If the result does not change, check the portal’s official announcements about maintenance.
- The website opens, but EDS sign-in does not work. Check whether the EDS software is running, whether the certificate has expired, whether the password was entered correctly, and whether the correct key file was selected.
- Sign-in works, but a specific service returns an error. Record the name of the service, the stage at which the error occurred, the error text, and the date and time. You will need this information when contacting support.
- The SMS or verification code does not arrive. Check the phone number linked to the account and the quality of the mobile connection, and wait several minutes before requesting the code again.
Look for official information about maintenance and outages on the portal itself and through its official channels. Messages from chats and social media should be compared with official notifications.
Who Is Primarily Affected
An accountant uses eGov to obtain certificates, registration details, extracts, and other services for the company and its employees. If an error occurs, first determine which information service should be used to perform the action. The e-government portal, state revenue authority services, and banking systems have different access points. Therefore, one unavailable page does not indicate the status of the other services. Before postponing the transaction, open the required system directly and check the available methods for submitting the document or making the payment.
What to Do When an Electronic Service Is Unavailable
In the event of a failure, it is important to distinguish between technical diagnostics and compliance with the prescribed procedure. First, check the official address of the required service, the internet connection, the browser, the validity of the EDS, and the signature software. Then determine whether another method of submitting the document is available for the specific action: in person, through a communications service provider, or through another official electronic service.
For example, an appeal against a tax audit results notice must be submitted to the authorized body within thirty business days following the date on which the notice was served. It may be submitted in person, by post, or electronically. The submission date is determined, respectively, by the registration date, the mark made by the communications service provider, or the date of submission through the web portal (Article 192 of the Tax Code of the RK).
- when submitting in person, use the date on which the appeal was registered by the authorized body;
- when sending it through a postal or other communications service provider, use the date of the acceptance mark;
- when submitting electronically, use the date of submission through the web portal.
For the reinstatement of a missed deadline for filing such an appeal, Article 192 of the Tax Code of the RK provides for a special procedure. The provision specifies the temporary incapacity for work of certain persons as a valid reason, and the prescribed documents must be attached to the application. Technical unavailability of the portal is not separately specified in this list, so in the event of a failure, it is advisable to promptly use an alternative submission method provided for the specific procedure and retain confirmation of the submission or registration date.
Practical conclusion: do not limit yourself to repeatedly refreshing the page. Record the error, check the other officially prescribed channels, and select a method that allows you to confirm the date on which the action was performed. Keep screenshots and the support request number together with the documents relating to the transaction.
What to Do Right Now: A Step-by-Step Plan
- Check where the problem is. Open the portal on another device and through another network. Try another browser, clear the cache, and restart the EDS software.
- Check the EDS key. Make sure the certificate has not expired, the password was entered correctly, and the correct file was selected. If the validity period has expired, obtain a new key using an available official method.
- Document the failure. Take screenshots showing the date and time, and save the error text, page address, and transaction details. Record the support request number.
- Contact portal support. Use the official contact details and specify the service name, the stage at which the error occurred, the date, time, browser, and message text.
- Check the prescribed channels. In-person, postal, or another electronic submission method may be available for a particular service. Use only a method prescribed for the required document or procedure.
- Obtain confirmation. Retain the registration number, acceptance mark, postal receipt, or electronic submission notification. An error screenshot alone is not sufficient to confirm that a document was submitted.
How to Reduce Risks in the Future
Technical failures cannot be completely eliminated, but their impact on the accounting department’s work can be reduced:
- Allow time before deadlines. Prepare documents and complete urgent transactions before the final day of the prescribed period.
- Monitor the validity of the EDS of employees who sign documents on behalf of the company, and plan the issuance of new keys in advance.
- Compile a list of official channels: save the addresses of the required government services, support contact details, and information about permitted document submission methods.
- Keep an archive of documents obtained through the portal, together with electronic notifications, registration numbers, and submission confirmations.
- Check the transaction status. After access is restored, make sure that the document was actually submitted and accepted and that the payment or application was not left in drafts.
Frequently Asked Questions
How can I find out whether eGov is not working for everyone or only for me? — Open the portal on another device and through another network. Check the official address and maintenance announcements. If the problem persists with different connections, record the error and contact support.
Why does the portal open but not accept the EDS? — Check whether the EDS software is running, the certificate’s validity period, the password, and the selected key file. Also try another supported browser and restart the signature software.
What should I do if a document submission deadline is approaching because of an outage? — Check which submission methods are prescribed specifically for this procedure. For example, an appeal against a tax audit results notice may be submitted in person, through a communications service provider, or electronically; the submission date is determined separately for each option (Article 192 of the Tax Code of the RK).
Can I use tax services if eGov is unavailable? — Open the required state revenue authority service directly and check whether it is working. An error on one eGov page does not by itself indicate whether another information system is available.
Where can I obtain a service if the portal is not working? — Review the description of the specific service and the available methods for obtaining it. If an in-person application or submission through another official channel is available, prepare the required documents and obtain confirmation that they were accepted.