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Yet another HMRC Online / MTD problem

No access code

Didn't find your answer?

After signing up clients for MTD with not too many problems decided today to move forward the firm's OWN VAT.

Went to correct links etc. etc. even followed our own guide! Got to the part where it says:-

Enter your access code

We're calling *********001 with a 6 digit access code.

This may take a few minutes.

Enter your access code

Access code

Normally phone rings and annoying voice tells us the access code.

Today, not a thing, no ring, nothing! You really couldn't make this up!

Replies (19)

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By Wanderer
12th Aug 2019 17:29

So you go to the help for this and it asks "Is *********001 your number?"
Only options are:-
o It was - I need to change it
o No

No, "Yes the number is correct" option!

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By Wanderer
12th Aug 2019 17:40

Tried one for which I get a text sent through. That worked fine.
Seems like the ones done by a phone call are no longer working.

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By Wanderer
12th Aug 2019 17:49

Problem reported, response promised within 2 days, won't hold my breath!

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By Wanderer
12th Aug 2019 18:02

Sat in online chat for ten minutes. Was first in the queue. At the stroke of 6.00 got:-

You are now chatting with Sana

I'm sorry, as it is now 6:00pm our service is closed and I will not be able to continue with the chat. Please contact us again tomorrow from 8:00am.
Sana • 6:00 PM

Sana has ended the chat

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By Grayson Moore
12th Aug 2019 18:12

Client has just had this issue. It turned out they'd reset their password and this had somehow stopped the access code being sent out.

They had to reset the phone number for the access code.

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My photo
By Matrix
12th Aug 2019 18:22

We are agent for our business so set up from our ASA.

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Replying to Matrix:
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By Wanderer
12th Aug 2019 18:48

Good idea! Have just applied to act for ourselves via the 'old' agent login.

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Replying to Matrix:
Red Leader
By Red Leader
13th Aug 2019 10:00

This is the route I'm going down.

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Replying to Matrix:
By SteveHa
13th Aug 2019 11:35

After trying and failing via our BTC, this is what I eventually did. Downside, when it asks for your email and your client's email they can't be the same, so had one sent to me and one to the office manager.

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By lesley.barnes
13th Aug 2019 09:30

I had this problem a couple of weeks ago and eventually(two phone calls later) the person on the MTD helpline reset the phone number but said that I should use a mobile rather than the landline because the access code didn't always work for a landline. Not ideal for me but the only way round it.

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By beattieles
13th Aug 2019 12:08

Same thing here. Spent twenty minutes on 'phone yesterday and was told that the requirement for a 'phone call was removed. It is still the same today and I'm in a "dead zone" for mobiles so can't log in.

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Replying to beattieles:
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By Wanderer
13th Aug 2019 12:16

Probably a standard answer from an HMRC bod who is making it up as they go along.
IF the phone call option had been removed then it shouldn't be telling you on screen that they are ringing you. It also should also advise you what to do.

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By Wanderer
13th Aug 2019 12:23

It goes from bad to worse! If you try to reset it comes up with a screen telling you to reset security.

How do you do that?
Well by logging in and going to Manage account!!!

If I could log in I wouldn't have a problem! Which muppet designs these systems??

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By Wanderer
13th Aug 2019 13:26

Okay, how I got over this problem.

Eventually got through to HMRC online chat to re-set security. Exact same thing happened. That was the end of any help I got from HMRC who just advised reporting it as an issue.

This time however there was a 'I didn't receive a code' link.

Went to that link and entered a mobile number to get a text. This worked.

Earlier in the chat was told "There is currently an issue with this. Please try again later." and had to push back a number of times to get the re-set.

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By Moonbeam
13th Aug 2019 16:26

I wanted to login to my CT account. I had exactly the same issue - no phone call to my landline. I sent a message saying phone didn't ring and got a message back asking me all sorts of question about line provider. I can't be bovered to answer as I know it's HMRC's issue.
But I may change the line to a mobile one as someone advised and see what happens.

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By Moonbeam
13th Aug 2019 18:25

Re the problem receiving a phone call from HMRC with the access code, I've just found two messages in my BT junk mail box. So I recommend others check that box first before abandoning hope.

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Replying to Moonbeam:
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By Wanderer
13th Aug 2019 18:43

Any hints for VoipFone users?

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By Moonbeam
16th Aug 2019 08:31

Just had the following email from HMRC re my complaint:
"BT had a technical issue which temporarily blocked calls from our number. This issue affected BT customers and third party telecom providers who make use of the BT network.

We have been informed they have now resolved the issue."

I haven't tried logging in yet, but assume it may be OK now.

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Replying to Moonbeam:
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By Wanderer
16th Aug 2019 08:36

At least you've had a response, I've not received anything even though 4 days ago they promised to respond "within 2 days".

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