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Posted Fri, 03 Jun 2022 21:14:49 GMT by Dennis
I couldn't find these steps online before, so here's how to setup an Access Code on your new phone's HMRC app: (These steps are written for the desktop website as at June 2022. The site may later change and the mobile site may differ.) 1. Sign into your "Personal Tax Account": 2. Go to "Your Profile": 3. Change your "Sign-in details" under Settings 4. Click on "How you get access codes" 5. Click on "Change" for the existing access code and scan the QR code from your HMRC app or other authenticator app (or create a new access code with "Add another way of getting access codes" and then remove the old access code)
Posted Wed, 15 Jun 2022 09:19:54 GMT by Jim_P
I can`t get past stage 1. Clicking on start now takes me to the Government Gateway log in and once again I cannot proceed because I have a new phone number, I don`t hold a UK passport and I don`t have a NI driving licence.
Posted Wed, 15 Jun 2022 15:53:25 GMT by HMRC Admin 10
Hi Jim_P

There will be an update to the verification journey in July, and you may be able to reset the access code method then.
Posted Sun, 02 Oct 2022 15:20:30 GMT by Jason Payne
This update doesn't seem to have happened in July as the problem still exists. Any update?
Posted Wed, 05 Oct 2022 13:32:51 GMT by HMRC Admin 17

When logging in, there should be an option to say that you can't access the code which will take you through the process
to set up a new verification.

If this is not showing you will need to contact our OSH department:

Technical support with HMRC online services   .

Thank you.
Posted Sat, 14 Jan 2023 12:59:30 GMT by sant0124
I have virtually same problem now in January 2023. I tried to get into my tax return page, but the HMRC app which worked perfeclty last year at this time does not work. I have no access to get the accesscode via my (old) tel number. Otherwise nothing has changed, last year's new numbe, the phone, the app, everything really. Every step it recommends brings me back to the same page. You need an accesscode to get an accesscode. Has anybody solved this problem?
Posted Wed, 18 Jan 2023 13:23:08 GMT by HMRC Admin 19

When you are asked to enter the access code, you need to click on 'You can get help' beside problems receiving this code. This will take you through the process of changing how you get the code.

Thank you.
Posted Wed, 18 Jan 2023 17:30:06 GMT by francisco2106
Hi, I've lost access to my authenticator app and cannot log into my personal tax account. How can I get this restarted as I need to access my tax account urgently? Have tried calling the online services line but they never pick up. Thanks
Posted Mon, 23 Jan 2023 13:38:34 GMT by HMRC Admin 32

After logging in, if there is an option to state you can't receive the code you can go through security questions to reset how you get the access code.

If you do not see this you will need to contact Online Services again.

HMRC services: sign in or register

Thank you.
Posted Fri, 27 Jan 2023 12:36:08 GMT by Russ
Same problem here. Can't get access code as have a new phone, so can't log on to generate QR code. If I follow "change how i get my access code" the only option is to call, and that takes you through several menus before telling you they can't take the call now and hang up
Posted Thu, 16 Mar 2023 09:15:41 GMT by Prashasti Gupta
I changed my phone and now I'm unable to receive access codes to log in to my self assessment portal. The solution asks me to sign in to the portal, but that's something i can't do in the first place itself. The solution is to identify myself using a UK Passport or Driving License, both of which I don;t hold. Calling on the HMRC helpline takes me through multiple options and then hangs up on me without making me reach a customer care agent.
Posted Thu, 23 Mar 2023 10:04:21 GMT by HMRC Admin 20
Hi Prashasti Gupta,

A new MFA option can only be set after a successful login - it cannot be set if the customer is unable to login to their online account.
If you are having problems contacting the helpdesk on 0300 200 3600, you can try the webchat offering which can be found here:
Technical support with HMRC online services

Thank you.
Posted Mon, 05 Jun 2023 14:33:12 GMT by Jason Payne
This now works.
Posted Tue, 01 Aug 2023 12:21:52 GMT by Hnk Mek
I am currently unable to sign into my HMRC account to file my company tax return. The problem arose after I lost my phone, and as a result, I no longer have access to the Google Authenticator app, which was my designated multi-factor authentication method for signing in. I took the initiative to contact the Digital Technical Support Team regarding this matter, but unfortunately, they informed me that they are unable to assist with resetting the password. Determined to find a solution, I reached out to the HMRC helpline for further assistance. During the call, the agent asked me some personal details and security questions to verify my identity. However, there was one question that I couldn't answer – the first and last time I logged in to my account – as I couldn't recall the specific dates. Consequently, the agent was unable to reset my account password. Recently, I received a second notice from HMRC, notifying me about the delay in filing my company tax return. I am increasingly concerned about this situation, and I'm unsure about the steps to take to regain access to my account. I want to note that I am not a UK citizen or resident. Any help or guidance in resolving this issue would be greatly appreciated. Thank you.
Posted Mon, 07 Aug 2023 14:44:22 GMT by HMRC Admin 5
Hi Hnk Mek,

You will need to contact our helpline again to go through the security again if there was no options online for you to report that you don't have access to that verification method when it requests the code.

Thank you

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