Can’t access Self Assessment

I have access to my personal tax account, and I have the gateway ID for my SA account. However, I don’t remember the password, I don’t have access to the phone number I had registered either. Problem is, when I ring the online account team, they ask me questions about a refund which isn’t showing in my bank statements. I’ve tried to make a new account to do a tax return as that one is from years ago. I was able to verify my identity using the ID Check Gov app which was great. However, I can make a new account because one exists in my name already! What should I do? Will I ever be able to submit an online tax return?

Hi

You may be able to ask your bank to confirm any repayments made to your account by HMRC.
Alternatively, contact out online services by webchat or phone via Technical support with HMRC online services for general advice on how to proceed.

Thank you