Online account blocked for almost a year with no update

In November 2022 I filled out my self-assessment tax return online. I stopped just short of submitting it, thinking I might remember some vital information. I left it a few weeks, then decided to submit on Boxing Day. I went to log back in, only to find that my credentials were no longer accepted. Of course, I tried to reset my password online. The site prompted me for my email, which I entered, then sent me a confirmation code, which I entered, then finally it told me "You cannot reset your password online" and to contact HMRC for help. I raised a ticket with HMRC online support, and after submitting a few details, I got a reply saying that my case was being "investigated by a specialist team" and that while the investigation was ongoing, all online access to my account would be blocked. Months passed with no update, so I tried calling HMRC, both the online and self-assessment helpdesks. They could see there was a block on my account, but were unable to confirm why or give an update. Each of them suggested I call the other helpline instead. One of them (after asking if maybe I'd "committed fraud or something") said she would alert her superiors to the issue and I should receive an update in a few weeks, but nothing came of it. I've been calling HMRC every few months now and no one I speak to seems to be able to help. I've had to submit paper returns when I would much rather do it online. What is there left to try? Can I make a new account?

Hi Jake Humphrey,
If your Self Assessment record has been closed we would need to review your record.
You would need to contact HMRC:
Self Assessment: general enquiries

I have the same problem! I have the same problem! Suddenly I found myself with my self assessment account blocked without any reason! Even more so as the declaration I sent in April does not coincide with what I received at home! I think HMRC is out of their depth on this kind of problem! I kept contacting different agents and the only answer is to wait! I have already been waiting for about 3 months and nothing!

I tried logging in to do my self assessment a couple of days ago. I know my gateway ID and my password but it will not let me log in. Even when I try to do a password reset it just says ‘can not reset password online’. I’m going round in circles trying to speak to somebody who can sort this. All the advisers say is that someone will call me back. Has anybody managed to resolve this problem??

Hi Dannyjax79
If you cannot login or self-serve using your password, you would need to call Online Service Helpdesk on 0300 200 3600 for further assistance .
Thank you.

Having the exact same problem. Having rang about 100 times I'm just told my online account is suspended; no one can tell me why or how to sort it out. So frustrating.

After waiting 6 weeks I finally did get a call back from HMRC regarding this problem. It turned out my account had fraudulent activity on it, someone had accessed my account via a scam email so my account was suspended. They had to delete my government gateway then set up a new one so i could regain access to my online tax account. I would advise to tske the reference of the case enquiry when you next call so you can chase your case up easier. It did take me a lot of calls and pressure from my end but I did get there in the end so just keep at it.

I hope this helps. tldr - My account was suspended in January 2023 and I got it reinstated today by calling 03002003310. Tax interest and penalties were levied sneakily without information, meanwhile. You cannot make a new account. I tried the same and kept getting blocked by an error. In January 2023, I received a letter saying that "for security reasons" my UTR had been blocked. This stopped me from doing anything on self-assessment online, I couldn't even view the tax statements, let alone file any returns. The letter said that the UTR will be opened backed up in 60 days. However, when I contacted HMRC online after 60 days, I was asked to wait for another 60 days and told that I won’t be penalised for this as it wasn’t my fault. It still didn’t open. I contacted HMRC once more after a few months and the same response, without any outcomes. Then a month or so ago, I received another letter stating all interest and penalties that had piled up in that time. So I called HMRC at 03002003823, after a 30 minute wait, I got through to someone and was advised to call 03002003310 to get the penalties removed as they weren’t my fault. Not sure why we need to do department hops, but being a powerless citizen of this nation, I followed. Today when I called 03002003310, after a 52 minute wait, I got through to someone, they unlocked my UTR and for the first time since January 2023, I got access to my account. Unfortunately, they can’t handle penalty removal for previous years in this department, so that needs to be a separate appeal. Hence, call 03002003310 asap and get your account unlocked.

A similar situation to those described above. I wish to submit an online self-assessment but no longer have the Government Gateway ID and password issued when I last filed online in 2021. HMRC's online helpdesk, when asked to supply the missing information, initially appeared helpful but then asked security questions which didn't relate to personal ID (passport number, driving licence number etc) but to my self-assessment history: highly precise information on submission dates and payment amounts, going back many years, which I am no longer able to access. How do I get around this? Surely there must be a second-line security option where personal ID information can be provided to allow the account information to be provided?

Hi John Howell,
You should be able to recover your user ID and password using the links here:
HMRC online services: sign in or set up an account
Thank you. 

I've had this exact same situation, yet I'm not self-employed and have never filled out a self-assessment...... 2 months ago, I had a random "employment" added to my tax profile. It was a company I'd never heard of let alone worked for and it was only recently set up and located miles away from me (quick search on companies house). I contacted HMRC for it to be removed and an investigation was launched that lasted over a month but it was finally removed. Less than a month later and I'm completely locked out of my online tax account and no one at HMRC can tell me why. They simply raised a case and said someone would be in touch. I've called again today and was literally told; "I know it's frustrating but there's nothing I can tell you. Someone will be in touch". What the hell is going on at HMRC?! I just want to know why this is happening!

It's normal. This system doesn't work. I am trying for 2 years and nothing. I read my personal information (P60 and drive license) and the "system" does not recognize.

I’m having the same problem. I spoke to an agent at the start of June because I was having problems logging in. My account has been blocked but no idea why. Was told to call to get a paper SA100 but the person on the phone said that she couldn’t even send me one because my account is blocked. So I can’t do a digital or a paper return. I’m anxious because I know the paper returns need to be in before 31/10 but I have a bit more time with the online one, until January. I don’t know if I should wait to do my return when my account is hopefully sorted. The advisor said they can give no timescale.

For anyone else reading this page after googling: I had a similar experience starting in Feb (10 months ago) and it has finally been resolved. Basically some fraud attempt...HMRC have to do their investigations in the background and in the meantime they are not allowed to discuss the case with you, or even tell you that it is due to fraud, due to whatever regulations they need to follow. I can't imagine the investigation took this long...I assume the case got added to a long list and it has taken them this long to get to the case. HMRC are just behind on everything and there are huge delays across the board. Anyway, I finally received a letter from HMRC this week confirming that there was some fraud attempt on my account and they have issued a new UTR. So frustrating, especially since I have been waiting for a £2k repayment for almost a year. I have no idea how this happened as I have 100% NEVER put my details into any other site, replied to any emails/calls etc etc etc. I'm baffled but whatever. So, if your account is blocked and HMRC tell you that they can't speak to you about it, this is likely what has happened. You are almost certainly on a list of cases to process and it is just a matter of waiting for them to get round to you. Annoying but nothing that can be done.