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Posted Mon, 24 Jan 2022 16:54:13 GMT by Tedward
I used to be able to login to the Govt Gateway, using the HMRC app to get my access code. The app no longer works (after an OS update) so I need to change to getting access code via a text message. Here's the problem: The steps to change access code method requires confirming my identify but does not take into account a UK citizen who lives abroad and does not have a UK address! A thorough search of the website, several fruitless web chats, and "expensive" international phone calls have failed to explain how I can confirm my identify as an expat in order to change my access code method. I can't be the first/only person who has this problem.
Posted Tue, 25 Jan 2022 12:11:09 GMT by HMRC Admin 17

You will not be able to confirm your identity if you are unable to pass the verification questions.

Thank you.
Posted Tue, 25 Jan 2022 20:02:41 GMT by Tedward
Is HMRC planning on improving the verification process so that questions can be answered by expats? I am able to verify my identity when I call on the phone, so HMRC does have sufficient details about me.
Posted Wed, 26 Jan 2022 15:18:22 GMT by HMRC Admin 26
Hi there,

We do not have information regarding any potential changes to the process.

Thank you.

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