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CJRS HMRC saying not eligible?

When I try to make a CJRS claim for a client I am told they are not eligible.

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Having made a number of successful CJRS claims, I now having a problem. When I tried to make a claim earlier this afternoon I got a screen saying 'You are not eligible for the Coronavirus Job Retention Scheme'. No explanation is given, and the link to the eligibility criteria gives no reason that would prevent this client from claiming. Their circumstances are similar to previous sucessful claims. No service issues are showing. Is anyone else having this problem, and has anyone any ideas as to how to get around it?

Replies (26)

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RLI
By lionofludesch
22nd Apr 2020 17:25

If you've not got a recent scheme, annual scheme or folk paid below the NI threshold, telephone is probably your remaining route.

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By A.JAY
22nd Apr 2020 21:57

I have had exactly the same problem. Unable to contact HMRC Employer Helpline by phone as lines are closed - referred to Webchat which was busy all day. I confirmed with Sage payroll that no obvious reason why that business would not be eligible for the scheme. Final resort is to post a letter to HMRC (PT Operations North East England, HM Revenue and Customs, BX9 1BX) asking for clarification......?

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By A.JAY
22nd Apr 2020 22:02

Or potentially: [email protected]

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By Kernowlive
23rd Apr 2020 10:24

Many thanks to those who responded. HMRC on-line services just said the scheme was ineligible. I tried the on-line chat who said they couldn't deal with it. The CJRS helpline (0800 024 1222) was friendly and helpful, but couldn't resolve the problem so I am now awaiting a call back from a technical advisor. At least HMRC seem to be doing their best to be helpful.

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RedFive
By RedFive
23rd Apr 2020 10:46

Us to. 62 successful claims and only 1 with a problem, which is the 'You are not eligible for the Coronavirus Job Retention Scheme' after clicking claiming now.

Not a new payroll. Not a new employee. Tax / Ni paid every month and submitted monthly for last 2 years.

Rang 0800 024 1222 option 1 and 3 and very helpful advisor working from home advised they could see RTi's for last 2 years so didn't understand it.

She did some more digging and said the payroll account was marked XP. She had no idea what that meant so has escalated and we are waiting for the 48 hour call back.

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Replying to RedFive:
By SteveHa
27th Apr 2020 15:20

Wow - digging the back of my memory. An XP scheme is contractor only (i.e. CIS only). No employees.

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By shortland
24th Apr 2020 13:53

Just noticed ICAEW Tax fuculty guidance CJRS Emerging Answers (20.04.2020) - If a payroll is an annual payroll - its posiible no RTI may have been filed by 19/03/2020 and their claims are being rejected.

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By A.JAY
27th Apr 2020 14:33

Spoke to a very helpful advisor last Thursday who advised that because the scheme is classed as a subcontractor scheme it is therefore not eligible. They confirmed that weeekly FPSs have been being filed for the employees on the scheme so should be eligible. They 'escalated' the query and said I would receive a callback within 48 hours.... I didn't but just spoken to HMRC again and they have extended the call back to 72 hours #fingerscrossed

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Replying to A.JAY:
RedFive
By RedFive
27th Apr 2020 14:43

Have a look at my reply here https://www.accountingweb.co.uk/any-answers/job-retension-scheme

Don't wait for the callback, they can't help.

You need to use webchat or ring PAYE 0300 200 3200 (I got through at 8:25am this morning) an ask them to switch from XP scheme (contractor only) to full scheme.

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Replying to RedFive:
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By A.JAY
27th Apr 2020 15:00

Thank you RedFive - I will keep trying that number. Were you then able to make the claim?

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Replying to A.JAY:
RedFive
By RedFive
27th Apr 2020 15:11

They said to wait 72 hours and then the system should allow a claim to be made.

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By Cathy Milligan
28th Apr 2020 10:14

Hi, I too had this problem for one of my clients. I used the webchat function - who were also unable to help and I was promised a call back from a "more technical" team.
This call was on Thursday and we did realise that dispite running RTI and P11d for two years, the scheme was indeed still classed as a CIS only scheme. I was advised she would "get it corrected"
I have this morning gone back and now sucessfully claimed for the client - she obviously did as she said she would - well done her :-)

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Replying to Cathy Milligan:
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By A.JAY
28th Apr 2020 14:03

Fantastic news Cathy! I got through to the helpline this morning and the very helpful lady said I should be able to make the claim in 72 hours.

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@enanen
By enanen
28th Apr 2020 10:38

we had one who had two paye references

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RedFive
By RedFive
05th May 2020 09:42

Update:

Still no further forward.

Waited the 72 hours after removing XP marker. Still not eligible.

Waited full week. Still not eligible.

Rang the 0800 number again and wating for 72 hour call back. Will lose my blob if they don't process over the phone or fix. I understand and respect the speed of rollout but contingency has to be made for outliers like this.

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Replying to RedFive:
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By A.JAY
05th May 2020 10:17

Same. Did manage to confirm that the PAYE scheme type has been corrected but now awaiting a call back from CJRS scheme......

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Replying to RedFive:
By coops456
11th May 2020 12:22

Any luck yet?

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Replying to coops456:
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By A.JAY
11th May 2020 13:46

I was put on a 72 hour call back (again) on Friday.....

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Replying to A.JAY:
By coops456
18th May 2020 12:07

Client still showing as not eligible, despite XP marker having been removed by employers helpline on 12 May.
I spoke to tier 2 again today who told me that tier 3 callbacks are backlogged - which I'd already gathered as we've been waiting since 4 May.

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RedFive
By RedFive
18th May 2020 12:14

Success!

Call back at 9am this morning which was a 'courtesy' call from HMRC to apologies not sorted and a fix was happening but they didn't know when.

We asked to escalate as a complaint.

10 minutes ago another phone call, this time to process over the phone. Job done, claim in to 31st May. This was unrelated to the earlier call and I think they are just working through the backlog. I believe this was from 5th May call we made.

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Replying to RedFive:
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By A.JAY
21st May 2020 14:14

Brilliant news. I have just finished a webchat with HMRC where they said they working through the backlog. So, you made your claim over the phone RedFive? I will have the details to hand for when they call!
Thanks for keeping us updated.

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Replying to RedFive:
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By Southwestbeancounter
21st May 2020 14:33

I've been waiting for a call back since 21 April!

I've escalated it to the AAM now as I've done 4x webchats, 2x online emails and one telephone call and got nowhere as a tier three person is required apparently so I suppose I'll just have to be patient a while longer.

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By A.JAY
23rd May 2020 14:51

Hurrah!! I have just had my claim processed over the phone (HMRC called me) - they are updating their systems this weekend so if you don't get your call back you should hopefully be able to make your claim online mid-end of next week.....

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Replying to A.JAY:
By coops456
28th May 2020 16:01

Turned out that HMRC tier 3 tried to call us on Saturday(!) 22nd but because the number was withheld, it diverted into BT's 1572 junk voicemail. Watch out for this!

We only discovered this yesterday - and still couldn't make the claim - so I called tier 1 again to give them a mobile number.

This morning I tried and was able to make the claim, hurrah! A couple of hours later, a tier 3 agent called on my mobile to confirm all ok and say that she could see the claim had been submitted. Phew.

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Replying to coops456:
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By Southwestbeancounter
28th May 2020 17:46

That's good - I'm still waiting - since 21st April!!

I've bypassed AAM and copied 'Jim' into my emails - getting somewhere now by the look of it!!

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By A.JAY
03rd Jun 2020 16:08

Hoping everyone has had their CJRS claims sorted?
I am now encountering ineligibility for the SSP claim: 'You cannot claim back coronavirus Statutory Sick Pay with this type of PAYE scheme.'
Never a dull moment!

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