Government gateway problem

Bodkin64

Hi,
I’ve been having problems with trying to check my state pension on the https://www.gov.uk site. After a faff I eventually managed to get my ID verified through the PO app, but now the https://www.gov.uk site doesn’t seem to recognise my NI number, which has been the same on every P60 I’ve had in the past 30+ years. Googling hasn’t found me an explanation for this, but has anybody else had a similar problem? I know I can fill in a BR19 but a bit worried that there’s something sinister going on.
Thanks

Brynsam

Not by any chance using the letter 'o' instead of a zero...?

Very unlikely indeed to be anything sinister going on. If that doesn't fix it, give the helpline a call: 0300 200 3600 (open from 9 to 5 on a Sunday).

Bodkin64

It!!!8217;s definitely not finger trouble, not the number of times I!!!8217;ve tried on different devices. But thanks for that number, looked everywhere for phone support after abortively trying twitter the other day... where did you find that!?

Brynsam

Malcyb wrote: »

It!!!8217;s definitely not finger trouble, not the number of times I!!!8217;ve tried on different devices. But thanks for that number, looked everywhere for phone support after abortively trying twitter the other day... where did you find that!?

Link: https://www.gov.uk/government/organisations/hm-revenue-customs/contact/online-services-helpdesk (I googled on 'HMRC service availability')

Bodkin64

The helpline was surprisingly helpful, and at least confirmed for me that my NI number was ok. I!!!8217;d reported a fault on the webpage before and got an unhelpful reply, but she gave me a call reference to respond to the fault number to suggest the fault was with the site and not me.

brewerdave

Malcyb wrote: »

Hi,
I’ve been having problems with trying to check my state pension on the www.gov.uk site. After a faff I eventually managed to get my ID verified through the PO app, but now the www.gov.uk site doesn’t seem to recognise my NI number, which has been the same on every P60 I’ve had in the past 30+ years. Googling hasn’t found me an explanation for this, but has anybody else had a similar problem? I know I can fill in a BR19 but a bit worried that there’s something sinister going on.
Thanks

Had exactly the same problem when I tried to start a claim for my deferred State pension about a week ago; accepted my PO Verified identity but when I entered my NI number it threw me out as it said that "some details didn't match" and referred me to the phone lines! I've registered the problem at the time but I've not had anything back.:(

LHW99

Hope this isn't a sign of the problem that they had with the child tax credit online site, early on. The site kept throwing me off saying I had put in the worng address, but the database that the telephone operators could see had the correct information. In the end I had to talk the whole thing through with an IT technician who realised that the part of the database that faced the customer had been altered somehow. The whole site was then taken offline for some time.

enator

There seems to be a generic log on issue at the moment - I have tried several of my family's log in ID's and after inputting the access code sent to my mobile it simply throws you out back to the log-in screen.

I haven't the will to chase this with them, so will wait a while to see if the fault is rectified.

Bodkin64

I hoped a call to the helpline would solve this problem, however sadly not. I gave my call reference to the Hmrc online support in response to the ticket I’d raised. However they claimed not to recognise the reference. So I called the helpline again who told me that the helpline shouldn’t have done this and told me to call the taxes helpline 0300 200 3300. I had a long, excruciating call to them today. After finally convincing them I hadn’t had finger trouble, they tried to fob me off by telling me to call the post office, since I’d tried using their verify app (successfully eventually), however I’d explained to them that the gateway couldn’t verify my details when I simply used my 12 digit user ID. Rather lamely they suggested I tried re-registering, but sure enough that failed too. So I’m out of ideas and I’ll have to fill in a BR19. All very frustrating.

chile_paul

I had a similar problem last week when using the Govt Gateway to register for tax self assessment.

The advice from the tax helpline, which worked, was to leave the letter off the end of the NI number.

No idea if this is the same problem, but might be worth a try??

Bodkin64

chile_paul wrote: »

I had a similar problem last week when using the Govt Gateway to register for tax self assessment.

The advice from the tax helpline, which worked, was to leave the letter off the end of the NI number.

No idea if this is the same problem, but might be worth a try??

I gave it a try - willing to believe anything now! - but it spotted that the NI number had the wrong format, insisting it have the final letter, and objected to that