SARS apologises for major glitches on tax day: What went wrong & what it means for taxpayers
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South Africa’s 2025 tax season got off to a rocky start as the South African Revenue Service (SARS) faced major technical disruptions on the very first day of filing. Just as millions of taxpayers logged in to access their auto-assessments or submit returns, the SARS eFiling platform and MobiApp buckled under pressure—causing widespread frustration, login failures, and system downtime across the country.
While SARS swiftly issued an apology and worked to restore access, the glitches sparked concerns about the reliability of its digital infrastructure at a time when automation and online services are being positioned as the future of tax administration.
This report explores what went wrong, how it affected taxpayers, the root causes of the crash, and what SARS—and the public—must learn from the chaos.
What Happened on Tax Day?
As South Africa’s 2025 tax season officially opened on Sunday, 7 July, the South African Revenue Service (SARS) was hit with a wave of technical problems. Taxpayers attempting to log in to eFiling or the MobiApp experienced long loading times, multiple errors, and total inaccessibility in many cases. The glitch was widespread and affected users trying to view or respond to auto-assessments, upload supporting documents, or file manual returns.
This technical failure couldn’t have come at a worse time. SARS had ramped up efforts to promote the auto-assessment system and streamline the tax process—only for the system to falter under pressure. Within hours, social media was flooded with complaints, and Downdetector showed a massive spike in user reports of eFiling issues.
How Serious Was the Outage?
The outage was extensive enough to warrant a formal apology from SARS. Many taxpayers received a generic error message or were simply unable to access the login portal. Others were locked out mid-process or couldn’t access their preloaded tax information. Reports suggest that even the MobiApp, designed to be a user-friendly alternative, struggled with similar downtime issues.
The breakdown occurred across major metros, including Johannesburg, Cape Town, and Durban, leaving a significant number of early filers stranded. Some users who did manage to log in were met with blank pages or encountered errors when attempting to upload documentation. It wasn’t just a minor glitch—it created a bottleneck at the very starting point of tax season.
Why Did the SARS Systems Crash?
According to SARS, the crash was due to an overwhelming surge in traffic as millions attempted to access the system at once. This year, SARS expanded its auto-assessment program, which meant more taxpayers than ever were logging in not just to file manually, but also to review preloaded returns and respond to assessments. The dual pressure from manual filers and auto-assessment users likely exceeded the system’s capacity.
Insiders and IT experts point to a lack of sufficient stress-testing and system scaling before launch day. Although SARS made backend improvements leading up to the season, it appears those upgrades weren’t robust enough to handle the initial rush. Furthermore, browser compatibility issues and residual cache data may have worsened the user experience.
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Impact on Taxpayers
For many taxpayers, the crash wasn’t just an inconvenience—it was a disruption with real implications. Some of the most immediate impacts included:
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Delayed Access to Auto-Assessments: Taxpayers who received notification that their auto-assessments were ready were unable to view them, let alone accept or amend them.
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Submission Interruptions: Individuals who started filing or uploading documents were abruptly cut off, causing confusion and forcing them to repeat steps later.
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Anxiety Over Deadlines: Despite SARS confirming that deadlines remain unchanged, taxpayers expressed fear that the delay would impact their ability to meet due dates or receive refunds promptly.
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Digital Divide Challenges: Older and less tech-savvy users—who rely on early filing and simpler systems—were left even more confused and frustrated.
The breakdown eroded user trust in what was supposed to be a more efficient digital experience.
SARS’s Official Response and Apology
In response to the public outcry, SARS issued a statement acknowledging the issues and apologising for the inconvenience. The agency confirmed that its IT team was working urgently to stabilise the systems and that access had been restored for most users by the next day. SARS also reminded users not to repeatedly click or refresh pages, as this can worsen the issue by overwhelming the system further.
SARS assured taxpayers that the temporary outage would not result in penalties or interest for anyone unable to file during the disruption. However, the agency stopped short of offering deadline extensions, instead urging taxpayers to remain patient and try again later.
Why This Matters for Future Tax Seasons
This latest eFiling crash has raised serious questions about the resilience of SARS’s digital infrastructure. As the tax authority pushes further into automation and remote filing, system reliability becomes even more critical. Auto-assessment is a bold step toward digital governance, but its success depends entirely on taxpayers’ ability to access the system without hassle.
The crash underscores the need for better infrastructure planning, cloud scalability, and real-time stress testing before future rollouts. It also highlights the value of multi-channel filing—such as in-person branch visits, USSD, and WhatsApp alternatives—as crucial fail-safes.
What Taxpayers Can Do Next
If you were affected by the system crash, here are practical steps you can take:
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Retry During Off-Peak Hours: Early mornings or late evenings tend to have lower traffic.
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Use SARS MobiApp or USSD: If eFiling fails, the 1347277# USSD code or MobiApp may still work.
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Clear Your Browser Cache: Old session data can cause login errors.
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Document Your Issues: Keep screenshots or time logs in case you need to appeal for deadline leniency.
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Contact SARS Support: Use the SARS WhatsApp line or call the 0800 00 7277 helpline for updates or assistance.
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Avoid Panic: SARS has committed to fairness and is unlikely to penalise taxpayers affected by its own system failures.
What next?
SARS’s commitment to digital transformation is commendable, but execution is just as important as innovation. Crashing on Tax Day sends the wrong message—especially when taxpayers are being urged to embrace self-service filing and auto-assessments. Going forward, SARS must not only fix technical issues but also rebuild confidence through transparency, responsiveness, and real-time communication.
For taxpayers, the key takeaway is this: patience is necessary—but so is vigilance. Stay informed, act early, and document everything.