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HMRC access codes

Having issues receiving access codes.

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Just a quick one. Is anyone having issues receiving access codes from HMRC? We have had this issue for the past day and contacted our telephone line provider who said there is no issue on our end. Thanks.

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By jess plant
29th Jul 2021 10:07

Hi, we are having the same problem. Have you managed to solve it? We have tried to contact HMRC but they said they weren't aware of an issue.

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By AccountantAl
29th Jul 2021 11:20

Still no resolution. I do think its an issue with the HMRC system as we have contacted our line provider who told us that no calls have been attempted from them. We have no issue with mobile number it is just our landline number.

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By jess plant
29th Jul 2021 11:30

We have contacted our line provider as well and they can't see any incoming calls that are blocked. We're managing to receive codes through to mobiles set-up, just not our landline. It's frustrating that HMRC have said it's not an issue their end because I can't see any other reason for it.

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By AccountantAl
29th Jul 2021 11:57

Yeah exactly the same situation for us. Landline calls with access codes not coming through. We've spoke to HMRC a number of times who have reported no issue and keep insinuating it is a fault with our provider. Our provider have also told us we have no blocked incoming calls. If we manage to resolve the issue I will let you know. Very frustrating especially with deadlines we are considering a putting a complaint in with HMRC.

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By danamayesing
29th Jul 2021 13:18

Please let us know how you get on, we are in the exact same position and will cause us no end of problems with deadline.

Same as you, no blocked numbers, always worked fine and now NOTHING is coming through to our landline.

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By AccountantAl
29th Jul 2021 16:46

Will let you know. Still having issues at the moment

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By jess plant
30th Jul 2021 09:38

A quick update from our end, we started to receive codes yesterday afternoon but they were for all the attempts we made the day before and yesterday morning so obviously had timed out. No codes are coming through when we request them so still in the same situation. We've managed to move a couple over to a mobile but this isn't a solution for all clients. I hope HMRC sort this out before the 7th!!

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By JLPrice
29th Jul 2021 16:39

Can I ask if you have an automated message that is read out when clients call before it starts ringing on your end (i.e. Calls are recorded for security purposes etc.)? We have spoken to HMRC and they have advised it could be an issue with this recorded message in that the HMRC code is read out, and the call ended before the recorded message on our end has finished, therefore the call is not ringing through.

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By AccountantAl
29th Jul 2021 16:48

No we don't currently have an automated message upon ringing the office. Was working fine last week. Past couple of days it stopped working. We have spoke to HMRC and they denied it being an issue on their end, yet all other calls come through and our line provider has even emailed us a call log which shows no attempted calls with access codes.

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By JLPrice
29th Jul 2021 17:02

Thanks for confirming that. We have had the same response from HMRC, and also no calls recorded as coming into our phone system at all from the known HMRC numbers. They would normally show as abandoned calls if they are ended before they ring though. We have changed one of our logins to have access codes sent to an individuals mobile, and they are coming through with no issue, but this is not feasible long term. The problem only seems to have happened since yesterday morning, it was working fine until then.

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By danamayesing
30th Jul 2021 09:25

We have an automated greeting (we only had this active around 2 months ago) but soon noticed it was a problem with access codes but managed to input the old number that used to call with access codes so it bypassed the greeting message and worked fine.

Since these problems this week, we have now turned off the greeting altogether and NOTHING comes through regarding access codes, so it is clearly a fault of HMRC for me.

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By danamayesing
30th Jul 2021 10:03

This now appears to be working today, after calling HMRC to complain yesterday it now appears to be working, tried a couple of access codes and the number that called was the same number. Hopefully the problem is now resolved

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By jess plant
30th Jul 2021 13:53

We're still having problems, how did you manage to solve it?

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By danamayesing
02nd Aug 2021 09:33

It just started working, we didn't have a fix for it as such. Friday they started coming through but then the final hour of the day they weren't coming through again. Very odd!

So far this morning they are coming through again. Definitely not ideal if it's hit and miss whether it decides to work or not.

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By AccountantAl
02nd Aug 2021 11:42

Was working this morning but it's down yet again. Seems to be intermittent and usually stops after we do 2/3 calls. So frustrating.

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By A.T.S.
02nd Aug 2021 15:46

Hi (redirected from another thread) - same issue here. 6-digit codes have stopped coming to my usual landline.
I rang the online services helpdesk and VAT helpline: both directed me to fill in a webform for assistance via email within 2 w days. But the reply from the form directs me back to the phone lines!
The autoreply also says that HMRC's phone number from which verification codes are issued has just changed, and that 'HMRC or your network provider maybe (sic) experiencing high volumes of traffic'.
Has anyone on this thread had success?

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By Bookworm14
02nd Aug 2021 16:10

We've had issues since last Tuesday, same as you all, can receive texts but not calls. We've spoke to our providers and nothing is being blocked despite HMRCsuggesting this is the reason. There seems to be a window around 9.30 to 9.45 and about 4.40 for 10/15 minutes and then nothing again. It's getting increasingly frustrating with still so many furlough claims to do.. as well as Xero doing it's usual crappy thing and having to re-auth for the vat returns

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By Bookworm14
02nd Aug 2021 16:29

Oh also... when I've filled in the form on the get help page.. despite logging into two different accounts I have received an email back with 'Hello Muntaser' on.. neither client is called Muntaser..

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By AccountantAl
11th Aug 2021 12:31

Anyone had any luck? Just spoke to a lady at HMRC agent helpline who said she has numerous calls regarding this issue. They have finally accepted there is a problem on their end.

On another note has anyone had any surcharges on clients VAT returns with being unable to access account.

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By Bookworm14
11th Aug 2021 15:39

Un until last night we had very limited access codes coming through but today they seem to be coming through ok again. We're moving all the accounts onto a text message access code now as this doesn't appear to have been affected but it's long and tedious

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