Voluntary Contributions not appearing in my online record

I had the same problem as most users on this forum - 5 extra years paid for in January 2025 and record not updated, though I had written to specify the years paid for (sent by courier). I am eligible to claim my pension next month, so was getting a bit desperate. Amazingly, I did call the helpline (from abroad) and have now got my record updated, so wanted to share some tips that might help other forum users. If the 'bot'/voice recognition software freaks you out, another (calmer) person can initiate the call - they will be asked if they are calling for themselves - say 'no' and then 'some other person' at the prompts. You can then take over when you are put on hold for an agent. I had to wait 38 minutes on hold (we were told average time to wait was 50 minutes) If you are calling from abroad, ask to be put through to the overseas department: only the (wonderful) agent in this department was prepared to help me: the first agent I spoke to denied that the record could be updated via a call to the helpline, though I cited the advice given to users on this forum and a friend who had got her record updated this way. The helpful agent could not update my record during the call, but promised to do it the same day. He also took my phone no. in case he had any further questions. Two days later my record is up to date. Finally, if you are paying for current/future years by direct debit and have made a one-off payment for extra years, make sure that your direct debits are not disrupted - this happened to me twice, despite writing in advance to HMRC to ask them not to do this.

I am living and working abroad. I have been my voluntary national contributions for years without any issues. But, last year’s payment 2023-24 whivh was paid in May of last year is still not showing online. I have phoned HMRC two times already, and they still can’t find it. What can I do about this problem????

I paid 10 years of contributions in January this year and my bank record showed the money has been taken from my account within three weeks. But my online record does not show up the contributions then I called the helpline on 7 March 25 and was able to get through after 1 hour of wait. The helper promised to update the record there and then but after over a week, the record still hasn’t been updated. Shall I wait or call again (wait another hour) assuming the last helper’s promise was a empty one!

This afternoon I waited 46 minutes to talk to someone. Ian asked for my details, which I gave, I was then cut off. I tried ringing again, was again cut off - this time by the robot voice. I am trying to find out where my top-uo payment, made August 2024, has disappeared to? Thank you.

Hi Mark68,
If you have not been instructed to do so or haven't already, please reach out to the bank from which you made the payment.
Request confirmation of the destination details and any reference number you used for the transaction.
Once you have this information and are sure it was sent to HMRC, feel free to either write to us or give us a call with the details.
We can then pass this information to our banking team to help locate your payment.
If you choose to call, please also provide the details of the bank account you used for the payment to the adviser you speak to.
You can contact us here: 
National Insurance: general enquiries
Or send us a letter here:
PT operation North East England
HM Revenue and Customs 
BX9 1AN
When submitting a letter, be sure to include your National Insurance Number, your complete name, and your full address, along with a brief explanation of the purpose of your correspondence.
Remember to sign and date the letter, even if it’s typed and printed.

 

Hi Raymond,
We are experiencing a high volume of queries re voluntary contributions, and without any NINO etc I can’t check this particular case.
If the telephony agent said on 7 March that the contributions would be posted then they would have done so unless they hit a technical problem.
National Insurance: general enquiries
If the contributions are not showing in  your PTA by now then unfortunately please contact the helpline again to discuss.  
With payments already made the actual date of payment is used so customers do not lose out any upgrade of pensions etc.

 

Hi jrsharp
We cannot check individual National insurance recocords on the Forum.
We  would suggest trying webchat advisor to discuss rather than trying telephone first, but sadly it will need a contact with an advisor to check the customer account.
Contact us here:
National Insurance: general enquiries

Hi HMRC, It is now more than 41 weeks since I made a bank transfer to cover 18 years of class 2 (and some class 3) contributions, and despite 2 letters and a call to your helpline in January, my record has still not been updated. Can I expect my record to be updated quicker than the 65 weeks mentioned in one post I read ? Many thanks

Hi, In late December 2024 I paid just over 3,000GBP to fill all the gaps in my National Insurance Record. I also elected to pay annually moving forward. The amount in December was paid in one lump sum using the requested reference number. To date I have received no acknowledgement of payment and the gaps are still showing in my record. I am in Australia and have been unable to make contact with anyone either via live chat or phone. The online checking tool mentioned in previous replies is unhelpful and does not reference Class 2 contributions paid online. Please can you tell me if what I have done so far is sufficient for the funds to be allocated and what is the expected timeframe to receive an acknowledgement of payment and allocation of funds. As others have stated, it is very concerning to have blindly paid a significant amount of money and to not receive any acknowledgement whatsoever. I appreciate there is a backlog, and it will take time to process the allocation of the funds, however a simple email confirming payment received would alleviate a lot of stress for a lot of people. Thank you, Kate

Hi Jonathan Coombs,
Apologies for the delay in allocating your payment.
If at any point you fall within 6 month of your State Pension age or you are already state pension age and your payment has still not been allocated, please contact the National Insurance department on 0300 200 3500 or +44 191 203 7010 if calling from outside the UK. This is the only exception we can consider in escalating an allocation. 
Thank you.

Hi Kate Davies,
Apologies for the delay in allocating your payment.
Our systems do not currently issue automatic confirmations of payments received and they only confirmation you can receive is direct by contacting National Insurance. 
Due to the high volume of customers trying to make voluntary contributions for periods abroad, it currently could take up to 67 weeks for our caseworkers to allocate your payment.
If at any point you fall within 6 month of your State Pension age or you are already state pension age, and your payment has still not been allocated, please contact the National Insurance department on 0300 200 3500 or +44 191 203 7010 if calling from outside the UK. This is the only exception we can consider in escalating an allocation. 
You can use the webchat function ‘ask HMRC online’  Ask HMRC online
You can also write in to:
PT Operations North East England
HM Revenue and Customs
BX9 1AN
When submitting your correspondence, kindly provide your National Insurance Number, full name, current address, a contact telephone number, and a brief explanation of the purpose of your letter.
Additionally, please remember to sign and date the document, even if it is printed.
Thank you.