Summary
This message appears when you’ve signed in to the wrong HMRC account - usually a business, agent, or secondary personal account. Konfir’s authorisation request is sent to your personal (Individual/PAYE) Government Gateway account. If you don’t see the request, you’re likely not logged into the correct one.
Why this happens
When you connect to HMRC through Konfir, HMRC sends an authorisation request to your main personal PAYE account.
You’ll see this error if:
You’ve logged in with a business or organisation account.
You have more than one personal Government Gateway account, and you’re signed into the wrong one.
The one-time request has expired after too much time has passed.
How to fix it
Sign out of HMRC completely.
Return to your Konfir link and retry the HMRC Connection
Sign in again - Make sure you're using your personal (Individual/PAYE) account - the one that holds your PAYE income records.
If you have more than one account or can’t remember which is which, go to HMRC’s Get help with signing in page to recover your correct user ID and password.
Once you’ve found the right account, log in again - the Konfir authorisation request should now appear.
If you still can’t find or approve the request
If this issue continues or you can’t locate the right account:
Skip the HMRC step and connect other available sources such as Banking or Payroll.
Once you’ve submitted your verification, your verifier will review the connected data and contact you if any further checks are needed.
If HMRC is your only available source, contact your verifier directly. They can continue your process manually (for example, by reviewing payslips or references), and your Konfir verification will automatically close.