NI and name not recognised

Please can you help? My partner is trying to access his NI information to see if he has missing years and can plug the gap. However his details are not matching. Apparently this is either his name, NI or address. He was asked to send his passport details to HMRC, which he has done, but still today he has been told by and advisor they do not know how to overcome the problem. Can anyone suggest how we can address this please?

Hi,

You don’t say in the post whether your partner was able to confirm his identity on the telephone, or if your problem was only online. If only online he could call HMRC again and ask them to check that his passport has been received, and ask them to confirm the current waiting time for that department. If both online and on the telephone, then we cannot do anything until his account is updated.

Thank you.