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Posted Thu, 19 Dec 2024 13:38:24 GMT by Kath237
I registered for the gateway login,.passed ID only to be informed that I had another gateway account. I tried to reset password and login for the.old.account but my ID did not match. Helpline said to call hmrc technic support. Spent 1hr waiting and 45 minutes of again... failing the id check.... only for them to.say "I don't know, I'll check" and they hung up on me!! Any feedback on what I can do to resolve this? Really need the old.acct closed and remain with the new account that shows as active, now unable move forward on this as can't get an answer from hmrc. Any suggestion's?
Posted Tue, 31 Dec 2024 09:00:44 GMT by HA2025
I am having a similar problem here. I am trying to access my HMRC account.
It appears I have two government gateway IDs.
Using my old gateway ID can log in into my account (with password and an access code that comes to my mobile number), but this account does not allow me to see my personal tax information at tax.service.gov.uk (saying 'to protect your information, access to your personal tax account was limited to the user ID below ending with XXXX.
To access your tax information you need to sign in again with the following user ID ending with XXXX".
Thus, I tried to log in using my other user gateway ID ending with XXX but I cannot remember my password.
It asks for a code that comes to my email (received) and an access code that should be generated at Gov.UK ID Check App (instead of an sms which worked to reset the old gateway ID password).
To do so I am asked to link the ID Check App my Gov.UK account. I can log in to my Gov.UK account but I cannot link the app with my account. It asks me for a QR code to scan that apparently can be found on this link (https://www.gov.uk/guidance/using-the-govuk-id-check-app). I tried everything to find the QR code (switching off private mode and incognito, using different browsers, using different laptops and phones) but could not see the QR code anywhere.
I cannot proceed without the QR code.
I need help on how to solve this matter.
Any help, suggestions would be greatly appreciated.
Posted Fri, 10 Jan 2025 13:36:58 GMT by HMRC Admin 13 Response
Hi Kath237 and HA2025,
You will both need to contact our online services team for advice.
Please see Technical support with HMRC online services 
Thank you.
 

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