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Posted Tue, 10 Aug 2021 09:29:10 GMT by Brian Deehan
I raised an online support request on 4/6/21 and on 28/6/21 they confirmed this was still being investigated and despite my requests for updates I still havent had any response apart from a huge assessment based on pre covid trading .I have sent them a hard copy of the return showing that I am due a refund of VAT with the Appeal which I have also not had a reply to. The software supplier has checked everything and the problem seems to be with HMRC authorisation. I am now ready to submit the next return!

[Post amended - Admin]
Posted Fri, 13 Aug 2021 13:25:56 GMT by HMRC Admin 10

In order to advise on this we would need to look in to your account which we cannot do via a public forum.

I would recommend calling the VAT Helpline on 0300 200 3700 so that they can check to see if there is anything that we can do to assist. 


Posted Mon, 16 Aug 2021 12:11:02 GMT by Brian Deehan
Contacted VAT helpline 4/6. Replied 22/6 that issue resolved and closing the ticket. Not resolved so opened again 23/6.HMRC replied 28/6 that issue being investigated and no response since! despite 2 reminders. What else can I do?
Posted Tue, 17 Aug 2021 11:16:27 GMT by HMRC Admin 17

From the information you have provided it seems as though you have contacted the Online Services Helpdesk rather than the VAT Helpline.

If you call the VAT Helpline then we can look in to this matter for you. 

Thank you.
Posted Tue, 17 Aug 2021 14:10:57 GMT by Brian Deehan
Yesterday I contacted the VAT helpline again and their Technical colleague telephoned me at the wrong prearranged time today. When I told him that I had just received an email from the Digital Customer Support Team he thought they had the depth of knowledge to help me, not him. If I had originally contacted the wrong part of HMRC in June why did they not refer me to the correct person? In June I telephoned 03002003701 which is the HMRC online services helpdesk and then I was forwarded to the MTD VAT Team.
Posted Wed, 18 Aug 2021 10:23:56 GMT by HMRC Admin 10
Hi Brian

The VAT Helpline Technical Officers do not have specific times for call backs, they offer either am or pm between hours of 9-5 mon-fri.  

We do have a digital team that can be contacted on the webiste through "Get Help with this Page" (GHWTP) who would deal with more of the complex IT issues on our site,  we would refer you to them if the issue is not regarding a solution we can resolve on the online helpdesk.

If this was something the helpline could get resolved on our side then we wouldn't refer you to GHWTP .


Posted Tue, 31 Aug 2021 16:38:11 GMT by Brian Deehan
I am aware that your VAT Helpline Technical colleagues are booked to ring AM or PM. PM was only available but he rang back AM when I had great difficulty leaving a meeting to talk to him. Your Digital Team couldn't find an answer so they have blamed Andica software again. One sentence replies and I am now on to my 11th different HMRC contact in 3 months. You must have an expert somewhere who will take ownership of this problem. I don't see how it could be the software. I have 2 Gateway IDs. One for VAT which had been working fine until a reauthorisation was required. The other is a partnership Gateway ID which will authorise the Andica VAT software but of coarse there are no VAT account details on that ID. I have tried to reregister my VAT account on the Partnership ID but it wouldn't allow this presumably because it exists on the other ID.
Posted Wed, 01 Sep 2021 20:07:59 GMT by HMRC Admin 18

I apologise if the technicians at the VAT Helpline have not called at the agreed time. Unfortunately, I cannot look in to this for you as I do not have your details. If you would like this to be re-arranged then you can call the helpline on VAT: general enquiries and they will happily set a new appointment for you. Alternatively, if you wish to complain about the service you have thus far received then you can log a complaint via the following link:

Complain about HMRC

Thank you.

Posted Mon, 06 Jun 2022 20:42:53 GMT by Tyrone Allard
I appear to be having the exact same problem now, 10 months on from when the first post in this blog was made. I am also an Andica software user and I have two other registrations using the same software with no issues (so far). I've also spoken to the helpline who carried out the basic checks (which I had already performed myself) plus I spoke with a representative of the IT MTD specialist team. As the problem arose with my first return I was told not to worry that it will probably right itself for the subsequent return - in the meantime they would arrange authorisation from the manual return team for a manual return to be made. Four weeks on all I've received is a late filing notice and assessment - I paid the (higher) actual amount that was due but no authorisation for a manual return and it doesn't look like the problem is going to 'right itself'! Is there any way of knowing if Mr Deehan solved his issue and, if so, what was the solution?
Posted Tue, 07 Jun 2022 07:51:55 GMT by HMRC Admin 17

This error message would normally mean one of the following:

This error means HMRC systems do not recognise

1.There is an authorised agent/client relationship

2.The Agent does not have an agent services account

3.The customer is not fully signed up to MTD

4.OR incorrect credentials have been used when attempting to link software

Please do come back to the Helpline on 03002003700 if you can't resolve this.

Thank you.
Posted Tue, 07 Jun 2022 08:56:45 GMT by Tyrone Allard
I've been through all these scenarios - 1 & 2 - there is no agent involved - it is a 'trader' link. 3. Already checked by the person on the other end of the helpline. 4. IT MTD specialist has been through this Based on my experience todate I do not believe your Helpline is capable of resolving this - I'll just get referred to your IT dept again and it becomes a vicious circle. If I could find out how the other person in this link above got their issue resolved then we might get somewhere.
Posted Wed, 22 Jun 2022 17:05:42 GMT by Tyrone Allard
I've been in touch with your helpline again as my next quarter return shall become due shortly and I am not able to access the appropriate VAT period. Having explained all the background and him having read the notes on my interaction he suggested that I first try and register for MTD from the beginning to see if this might work. I've just tried it and the system would not allow me to register again. The adviser then suggested I make contact via this forum so that the moderator can look up the notes regarding the resolution for the previous correspondent (Mr. Deehan) and perhaps this would suggest a solution to my issue - hence this post.
Posted Mon, 18 Jul 2022 10:41:02 GMT by Tyrone Allard
Any luck with my query?
Posted Tue, 19 Jul 2022 12:04:16 GMT by HMRC Admin 10
Hi Tyrone Allard
Sorry, the forum team do not have access to customer accounts.
This is a public forum and we have posted all available advice in this thread. 
Thank you.

Posted Thu, 21 Jul 2022 12:40:00 GMT by Sana Tariq
Hi, I'm unable to connect QuickBooks with HMRC. It shows an error " agent or client not authorized". Don't know why it comes up. Do anyone let me know how to resolve this issue. Regards, Sana

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