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Agent Sevice Account Reference Format

HMRC not accepting reference they provided.

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We are trying to retrieve a lost password for our HMRC Agent Services Account.

The reference we were given when we created the account consists of 4 letters- 3 numbers- 4 numbers  eg. ABCD-123-4567. However on entering this onto the Password retrieval screen it says that it is not in the correct format.

Been on helpline to HMRC and got no help. Does anyone have any experience of this?

Replies (7)

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By GHarr497688
18th Mar 2019 12:02

Write in that’s what I’ve been told to do . Overwhelm them !

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By SXGuy
18th Mar 2019 12:57

And you're sure there was no 0 which could be an O?

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By Trish Baillie
18th Mar 2019 15:02

Try entering it without the dashes in between - ours is a random collection of numbers and letters but no dashes or any other separation between the digits and numbers.

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Replying to Trish Baillie:
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By johnhemming
18th Mar 2019 15:26

I think that's right. This is an example of such a code from HMRC's test system:

EARN0095625

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By ajkidd
18th Mar 2019 16:17

Taking out the dashes works. I have now had a new password sent to me. Why did they put dashes in it in the first place and why couldn't the helpline give me this information? Thanks for your help.

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Replying to ajkidd:
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By GHarr497688
18th Mar 2019 16:56

I’ve has a similar experience where Hmrc told me the wrong answer ( I have proof ) and an AW member told me the correct answer . Is this acceptable service by Hmrc ?

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By 0098087
19th Mar 2019 09:10

You got through on the agent helpline. Congrats!

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