Can't sign in to Gov site for tax return

November2

Has anyone else experienced this? Trying to log into my Gateway account it comes up with added security and sends me a phone text, I put it in correctly and then I get you must validate your identity and have to give them permission to access my credit report. I then get questions related to credit however I keep getting locked out as the questions make no sense, eg what credit card did I take out in 2014, well I didn't take out any as I've had my card for 30 years and when I chose the bank I have my card with it locked me out, again, what store card do I own, I only have an Argos card but got locked out for that one too! and so on. I can't get hold of live help so hoping someone on here can give me some advice. I was wondering if the questions are related to everyone living at the address and that is why I can't answer them correctly.

Browntoa

Nope , questions are personal to you , not the address

[Deleted User]

Hi,

doesn't sound right to me, why would HMRC have details about your credit report/cards?

Are you on correct site, or did you click a link?

Browntoa

From memory , I thought it verified it was you by checking items from the credit report that you should know, like what was your previous address or what was your address in 1996

PaulCooper

I had the same problems, the problems started at the point they wished to verify who I was. I chose the passport route (could have been credit card) this took me down the path of HMRC wishing to get the Post Office to verify my passport. To do this they needed to download an app to my phone

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I said I didn't have a smart phone as I didn't want someone downloading something I didn't understand to my phone. They then asked me, did I have a friend with a smart phone, I said no

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they then said they couldn't verify me. Therefore no access to the electronic tax return. I then phoned them up and insisted they send me pieces of paper. This was before Sept 30th so submitting it by hard copy wasn't an issue .
Hope this helps you.
Paul

hunters

This sounds like nonsense are you sure you are on the correct website in the first place?

November2

I'm afraid it isn't nonsense. I've managed to contact someone this morning who says I can only log in if I verify my identity and I have to phone the company they employ called Call Credit as they can't help directly! I don't have a current passport so had to click the give access to my credit details but the questions don't make sense and it locks the account for 24 hours if you answer wrongly.

agrinnall

Another excellent reason for not leaving it to the last minute to at least start your SA. Had you done this 6 months ago you could have either got it sorted at your leisure or asked for a paper return. As it is you may end up with a penalty for missing the submission deadline.

silvercar

Something not right. I chose the passport route and had to type in details from my passport (number and expiry date) and that was it. No requirement to connect with the Post Office.

Davesnave

agrinnall wrote: »

Another excellent reason for not leaving it to the last minute to at least start your SA. Had you done this 6 months ago you could have either got it sorted at your leisure or asked for a paper return. As it is you may end up with a penalty for missing the submission deadline.

When HMRC screw-up they admit it and give you your fine back.

There is something odd going on as, try as I might, I can't seem to reach the normal self-assessment page, even after answering all these extra security questions correctly.

Well it's a sunny day....need an excuse!

FOREVER21

November2 wrote: »

I'm afraid it isn't nonsense. I've managed to contact someone this morning who says I can only log in if I verify my identity and I have to phone the company they employ called Call Credit as they can't help directly! I don't have a current passport so had to click the give access to my credit details but the questions don't make sense and it locks the account for 24 hours if you answer wrongly.

I had the same problem, got access code via text then said needed extra security, not having a passport I had to go via the the Gov.uk.Verify route, where you are given a number of organisations to get verification.
I chose Experian, answered some security questions and got an access code from them.
Strange thing now every time I use the gateway for HMRC I have to sign in via experian verify route to get my Personal Tax Account and get an access code from them, but to get my SA details I go to the gateway and get an access code from HMRC.
Sounds crazy but speaking to HMRC was told they had changed their systems!!
Beware also that if you try and verify your ID and get it wrong you will be locked out for 7 days not just 24 hours, as it happened to me.