Basic PAYE Tools not appearing on screen

I have used BPT for many years. For the first time I cannot use it this month. The icon is on my (usual) PC desktop . When I click it nothing appears on onscreen When I hover over the pinned icon I see "Basic Paye Tools-RTI" above blankness. If i click and hold the icon and then release I see a white blank box disappear very quickly to the right..as if heading for another screen. Does anyone have any theories on what is happening or what I can do? The PC is 5 or 6 years old but no other piece of software has failed recently. Thank you Tim

Please call the Online Services Helpdesk on 0300 200 3600.

Hi Tim, I have exactly the same problem. How did you resolve it ?

Was asked to update BPT three days age, have not been able to access the system since,only blank page appearing on the screen, helpline phone number not available, any help appreciated.

I went to C:\Program Files\HMRC\payetools-rti folder and noticed rtl.exe seemed to have disappeared after I did update, I clicked on bptshell.exe which seemed to be the only exe in that folder and a bit of a further update seemed to happen and then Basic PAYE Tool seemed to open and work as previously

Was asked to update BPT 27/03/2025 on MacBook Air with appropriate MacOS15 and got”installation complete”. On startup got “ Startup error” , BPT did not load up. Cannot access BPT. Helpline busy, on hold for 40 minutes, gave up.

Further to above post - tried to update BPT to version 25.0.25073.211 Said installation complete but then gives startup error and doesn’t load.

Hi, not ideal but as a work around I have found that using the updated BPT in "Assistive Mode" using Microsoft Edge browser gets me back in and I have been able to submit an RTI today. This isn't ideal but certainly helpful with end of year coming up and no promising updates from technical support so far.

Don't do what I do and ring the wrong number! I waited for an hour only to be told I needed to ring 0300 200 3600 now. Pretty fed up :(

I have just upgraded to the latest Basic PAYE Tools but as my last backup that I could find was from 30 Oct 2024 do need to re enter all my employee payments since then up to now? Or will that duplicate them? I was just getting the answer to this from the Helpline when I was cut off :( PLEASE HELP

Hi Jen 2307 Mitchell,
If you have already downloaded and installed the Basic PAYE Tools version 25.1 and you’re still experiencing problems, contact the online services helpdesk.
You should check this page regularly for further updates:
Basic PAYE Tools — service availability and issues.
Thank you.

 

I updated my Basic Paye and it has completely disappeared from my computer. I havent yet done all my end of year's for all my clients, and it hasnt been backed up for a while. Help!!

Hi,
Please contact our online services team for advice.
Technical support with HMRC online services
Thank you.

I also downloaded the Basic pay update, was PAYE wk 50. It completely wiped all traces of Basic Tools. I haven't been able to pay my staff for 3 wks now, & not been able to finalize end of year submissions. I spent 8 1/2 hrs on the phone on Friday between different Departments, each with an average 1 hr waiting time. No one seems to be able to help sort the problem, just back & forth.. Was told twice it was my fault as I didn't back up on USB , this was not helpful. Now have just white screen saying action required. Anyone had any luck getting help. I can't not pay my staff , it's not fair, due to an issue out of our control.