How
often do I need to sign in and grant authority for my software to access
my data? 
Once every 18 months. Your software will remember your sign in (although
it never sees your ID and password).
Which Government Gateway / HMRC account should I use to sign in?
You need to use an account that is enrolled for the Self Assessment
for Agents service - this account is linked to your Agent SA Code, and
thus to your clients via the 64-8 relationship.
Also, if you have multiple accounts in the same “group” (admins / assistants)
you need to use an account that has been allocated to all your clients
in Government Gateway.
If you have a new “Agent Services” account, you should not use this account
with the SA Pre-Population service for now, you should use your “old”
account - the one that is linked to your Agent SA Code. We will be moving
across to the new Agent Services account as soon as we can.
Can I use my “Agent Services” account with this service?
Not for now. We will be moving across to the new Agent Services account
as soon as we can. We understand it’s confusing, but we felt it better
to get the service out sooner rather than wait for the Agent Services
account to be ready.
I have multiple Agent SA Codes - what do I do?
If you have multiple Agent SA Codes then you will also have multiple
accounts (one for each Agent SA Code). Speak to your software provider
about whether it supports multiple accounts and how to set this up.
2-Step Verification
What is 2-Step Verification?
2-Step Verification (2SV) adds an extra step when you sign in to enhance
the security of your account. The extra step requires you to enter a 6-digit
access code. There are currently three options for obtaining the access
code, which are:
generating it in an authenticator app on an iOS or Android device (smartphone
or tablet)
receiving it via an SMS to a mobile phone
receiving it via a voice message to a landline
What if I don’t have a mobile signal?
We recommend using the HMRC authenticator application - this doesn’t
require a mobile signal or wi-fi access to work.
Why can’t I receive my access code via email?
Unfortunately, email isn’t secure enough for this - it’s too easy
for emails to be intercepted.
How can I use a single phone for 2SV when there are multiple users in
the office?
We are aware of this issue and are working to provide an improved
solution via the new Agent Services account. In the meantime, it is possible
to add a “backup” phone so you can link two phones to the account. Also,
bear in mind you only have to sign in once every 18 months.
I’m finding it difficult to sign in using my client’s account details
because the access code is going to their phone. What do I do?
You shouldn’t be signing in with your client’s account details -
rather, you should create an agent account, enrol for Self Assessment
for Agents and get 64-8 relationships in place with your clients. Then
you can sign in with your agent account..
Identity Check
Why am I being asked to complete an identity check?
We take the security of customer data extremely seriously, and we
also know that organised criminals target tax agents, so the threat is
very real. So the first time you use an online service, we need to be
sure it’s you.
If somebody has compromised your account details, they could sign in as
you, set up 2-step verification using their own phone and hijack your
account. The identity checks helps to prevent this, and protects your
clients’ data.
How does the identity check work?
We ask you some questions based on information we hold on you. By
answering these questions, you prove that it’s really you, not an imposter.
We only need to do this once because on subsequent sign-ins, we rely on
2-step verification to prove it’s really you.
Why do I have to give my own personal details for a workplace service?
We appreciate it’s not ideal, and we are looking at alternative options.
But for now, this is the way it works, and the service needs to be secure.
Who should complete the identity check?
The account owner should complete the identity check.
What if the account owner is no longer with the business?
You can transfer the account to a different owner by signing in to
your HMRC account.
Will this process link my agent account to my own Personal Tax Account?
If you are completing the “grant authority” process via your third
party software and you have signed in to your agent account then the answer
is no. If you have signed in with a client’s account (which you shouldn’t
do) then yes it’s possible.
Why is the sign in process so long and complicated?
Without the added security, your account isn’t secure enough. We
know for a fact that organised criminals target tax agents and that accounts
do get compromised. The extra security is necessary to protect your clients’
data.
Will I have to complete 2SV and / or identity checks when I sign in
to the HMRC online agent services?
Not for now, although this might change in the future.
Accessing Data
I’m getting an error telling me I’m not authorised to access the data.
What’s going on?
The exact error message you get depends on which software you’re
using, but if it says something like “not authorised” or “unauthorised”
this means that the account you used when you signed in isn’t linked to
a 64-8 relationship with the client.
This could mean:
the account isn’t enrolled for “Self Assessment for Agents”
you don’t have a 64-8 in place with the client
you have multiple SA Agent Codes and the account you’re using isn’t the
one that you used when you set up the 64-8
you have multiple accounts in a “group” and you’re using an account that
hasn’t been allocated to the client.
I’m getting an error and I’m not sure why?
We’d recommend that you speak to your software provider for help.
Why does the system not give me data when I’m expecting it?
There are a few possible reasons for this, which are that:
the taxpayer is not registered as having a current SA interest
the taxpayer’s PAYE data has not yet been reconciled (takes place between
May and September, but can take longer for some taxpayers)
we have already received an SA return for the taxpayer (unlikely if you’re
completing this year’s return)
we haven’t had the information from the employer or pension provider.
I’m seeing pensions coming through as employments. Why?
There is a known issue in the way pension providers send data to
us via RTI, especially when they send amendments. We’re working on resolving
this issue.
The data doesn’t match my client’s P60
The data we send you is the data we receive from employers via RTI.
Any discrepancies are out of our control.
Can I get data sooner i.e. before it has reconciled?
We’re hoping to provide this in the future.
Can I get details of individual pensions, not just an aggregated sum?
We’re hoping to provide this in the future.
Can I get state pension data?
We’re hoping to provide this in the future.
Can I get student loans data?
We’re hoping to provide this in the future.
