Troubleshooting
Help with common HMRC issues: login, ID verification and error messages.
By Jacob1 author8 articles
- I can't verify my identity with HMRCIf HMRC's identity check fails, try a different ID document, contact HMRC for access support, or skip the HMRC connection.
- I’m locked out of my HMRC accountWait 24 minutes, or reset your password to unlock your account immediately.
- 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.
- HMRC error — “You can not access this page”This error means you've logged in with a business or agent HMRC account. You need to use your personal (Individual/PAYE) account instead.
- HMRC Error — “We can’t find this authorisation request”You're probably signed into the wrong HMRC account. Sign out and sign back in with your personal (Individual/PAYE) account.
- HMRC error — “This authorisation request has been cancelled”Explains why the request has been cancelled, and next steps.
- 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.