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Client can't request access to PAYE for employers

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I've tried to request online access for a clients PAYE account to do the furlough pay and it keeps failing. The information is correct. The client has tried to add it to his portal and is getting a message saying the information doesn't exist or has already been used to access this tax or scheme. The information he has input is correct and he doesn't already have access. I'm at a loss what to do. I've been hanging on to the PAYE helpline for ages and have now been cut off. I'm sure I read a similar question on here a couple of days ago but I can't find it. Could some kind soul point me in the right direction?

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A Putey FACA
By Arthur Putey
16th Apr 2020 16:46

The client needs to phone the Employer Helpline to get their gateway account reset. I doubt they'd let an agent call to do this, but am happy to be proved wrong. 8am seems to be the best time to call.

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By lesley.barnes
16th Apr 2020 22:42

Thanks I'll get the client to call up tomorrow.

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ALISK
By atleastisoundknowledgable...
16th Apr 2020 17:12

I have the same issue except the client doesn’t have their own portal. I’ll have to get them to ring the E’ers Helpline at 8am one day - thanks Arthur.

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Replying to atleastisoundknowledgable...:
A Putey FACA
By Arthur Putey
17th Apr 2020 07:47

Do you mean the client does not have their own Gateway account? If you were trying to do it you must have been using a different Gateway account to your agent one, perhaps one you had set up for your client, in which case you could share this with them. If not, they will have to register for their own before they call the helpline, I think they send a code which is only valid for 30 minutes when they remove the link to the original Gateway account.

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By DouglasN
17th Apr 2020 13:29

I did this successfully this morning (as an employer). Some unknown person had previously set up an account so needed a reset.

The Employers helpline kept hanging up on me so I called the online technical number on 0300 200 3600 and got through. Within an hour it had been reset and I could get access.

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