Can't Log in to HMRC

unholyangel

dogvomitsnore said:

Ok. Another morning wasted just trying to log onto my account. Experian wont recognise my drivers licence. The post office won't recognise two mobile phone contracts and keep asking if I have a non uk passport or drivers licence.  I have recovered my user I.D AND password for my Gateway account... BUT.... in order to verify it all HMRC send me a text message with a code to complete the process. Just type in the code and I'm back in business.  The code is being sent to the mobile number I had about 10 years ago. I cannot access the access code!  So, HMRC need to ask a few questions just to see who I am. I have already gone through the virtual assistant questions and they know who I am.  After once again giving my name, e mail, utr and n.i number it comes back with..... we have no details about you. Yet five minutes before they have given me my user I.D and accepted the password?  There is no facility online to simply change my mobile number so I can recieve the last (I hope) little bit of the jigsaw that gets me back onto my self assessment acount.  Tomorrow will be taken up trying to obtain a new drivers licence and waiting on the phone I suppose. But who need to work eh?

If you mean 5 mins before you received your gov.verify user ID, this is why they have no details for you - because it's a gov.verify account and they can only help with government gateway. 

Help details for gov.verify can be found here.

dogvomitsnore

It was quite a few years ago but I remember now why I used the experian way of loging in. I had lost my mobile phone and I had exactly this same trouble. I couldn't get onto the gateway.  I had never needed to log in that way for a long time. Just one click on the experian logo and I was in.  Fingers crossed, a call to hmrc will enable me to use a new mobile number so I can access the magical code that will enable me to get cracking.   But I remember trying to do that years ago!  Fingers crossed.  Thanks to all for the great suggestions.

unholyangel

dogvomitsnore said:

It was quite a few years ago but I remember now why I used the experian way of loging in. I had lost my mobile phone and I had exactly this same trouble. I couldn't get onto the gateway.  I had never needed to log in that way for a long time. Just one click on the experian logo and I was in.  Fingers crossed, a call to hmrc will enable me to use a new mobile number so I can access the magical code that will enable me to get cracking.   But I remember trying to do that years ago!  Fingers crossed.  Thanks to all for the great suggestions.

If your account is via gov.verify, HMRC can't help. You need to contact gov.verify, the details are on the link I provided. 

dogvomitsnore

The saga continues.  Because my drivers licence is out of date (but still legal) experian can't do anything. Not one verify company can verify who I am without drivers licence, passport or credit cards. So they are all a no no. Have been told that D.V.L.C have not issued any istructions regarding the validity of expired drivers licence to any of these companies. I phoned hmrc and after waiting for an advisor for 35 min, I was told I cannot revert to the old Gov gateway meathod of loging into my tax accounts. Those records will no longer exist.  So I can't use the Gov gateway and I can't use verify? Where do I go from here? Suggestions on a postcard please.

Jeremy535897

I can fully understand why you are cross, and it demonstrates how vulnerable we are to all these systems. From a practical point of view, you have until 29 January 2021 to claim SEISS 3, and presumably until 31 January 2021 to pay your tax (if you know how much is involved, you can pay it in any number of ways without logging on). I suggest you go to the Post Office as soon as possible and get the driver's licence renewed, so that Experian's records can be updated.

dogvomitsnore

I have just this moment come back from the post office and done exactly as you have suggested!  In one of my many phone calls today to HMRC I asked if they could send me a paper tax bill so I could go and pay it. No problem. I then asked how do they know they are sending it to the right person and if you know who I am why can't you help me log in. The answer was, we cannot verify who you are?  You couldnt make it up. Tried DVLC to see if they had issued instructions to reference agencies re outdated licence. Couldn't even get an answer other than an automated response saying they were busy, thank you, goodbye.
At least I have a glimmer of hope once I get my licence back but for somebody without a licence or passport? They will have no chance.

calcotti

dogvomitsnore said: In one of my many phone calls today to HMRC I asked if they could send me a paper tax bill so I could go and pay it. No problem. I then asked how do they know they are sending it to the right person and if you know who I am why can't you help me log in. 

I guess that in that situation even if you aren’t who you say you are the worst that happens is that somebody gets a paper copy of a tax bill that they didn’t request which is a rather different level of risk to granting you access to an online account.

dogvomitsnore

Praise be to god and all the Gods and everything that is holly (well it is Christmas). I've got in. I've done it. A wonderful lady from HMRC has somehow managed to sort it all out. It was worth waiting for 50 minutes for her to answer the call.  Just needed to change the mobile number to send the access code to. So the guy I spoke to earlier who said it couldn't be done was either not good at his job or couldn't be bothered?  Either way, im in.  If only I could remember my new password......?

dogvomitsnore

I spoke too soon. I was overjoyed yesterday that after a full weekend and half a weekday I had finaly managed to gain access to my online account. I even paid my tax. Today would be easy. Log in. Go to self employment support grant and the rest would be plain sailing. After two and a half days of explaining that I do not have a passport and that my driving licence has been extended at the request of the government. I am being asked for the very same things again. The governments own website doesn't accept my drivers licence as being valid. There is no other option but a passport. I don't have a credit card and I have two phone contracts but it doesn't recognise either of them. So tomorrow I dread knowing I am going to be on the phone again for an eternity.  Even IF I get my driving licence back in 3 weeks, I still need another form of identification that the web page will accept. It doesn't offer any other choice.  To say this is frustrating is a little bit of an understatement.

dogvomitsnore

And on it goes... Spent a full day off work in the hope that I could get this matter resolved.  It seems I am not the only one with this problem. Have been phoning all day and have only managed to talk to one person who couldn't help at all.  I have notice today that when phoning and listening to the help options, they now include the option of "If you are having trouble confirming your identity, the on line web chat advisors cannot help you(as if you can actually ever get to speak to a web chat advisor). "You need to click on the link that says "Having trouble with this page" 
STOP PRESS>>>>>>>
I applied for a new driving licence on Monday. I thought I'd give it a try (I have tried everything else) and looked up my licence details online. There it was. All the details I needed. I put them in and finally managed to get on.
Without that licence I would still be in a pickle.  There has to be a better way than this. There are many people out there without a driving licence or a passport.  It needs sorting.