Troubleshooting
Common HMRC login and access issues, with tailored solutions
I can’t verify my identityIf you can’t verify your identity with HMRC, don’t worry - you can attempt to resolve or skip the connection. In some cases, you may have to pursue alternative checks…
I’ve forgot my Government Gateway ID or passwordForgot your Government Gateway login? Recover your user ID or password on HMRC’s site, then return to Konfir to reconnect - or skip HMRC and use other sources.
I’m locked out of my HMRC accountIf you’re locked out of HMRC, reset your account or wait 24 hours. You can skip HMRC and continue with other sources, or contact your verifier if none are available.
HMRC Error — “We can’t find this authorisation request”This error typically means you’ve logged into the wrong HMRC account. Sign in with your personal PAYE account to find the Konfir request, or skip HMRC and continue with other…
HMRC error — “This authorisation request has been cancelled”Explains why the request has been cancelled, and next steps.
HMRC error — “You can not access this page”This error means you’re signed in with a business or agent HMRC account. Log in with your personal PAYE account, or skip HMRC and continue with other sources.
HMRC error — “Sorry, this service is unavailable”HMRC is temporarily unavailable due to maintenance. Try again once it’s restored, or skip HMRC and connect other sources if available.
HMRC message — “Is your agent requesting authorisation for Making Tax Digital for Income Tax or Income record?”If asked whether Konfir is requesting authorisation for your Income Record, select “Yes” - this allows us to verify your employment and income securely.