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Spondoo Accounting
Call for Assistance: 02033 259 341
Spondoo Accounting

Have you lost access to your HMRC gateway? This is how to recover your HMRC online services user ID and password

May 27, 2021

HMRC will lock you out of your account if you enter the wrong user ID or password five times. Losing access to your Government Gateway can be frustrating – luckily, it is recoverable. 

Before you start the recovery process, it is advisable to check your e-mail records for your Government Gateway details first. 

Government Getaway – User ID, Password, and two-step authentication 

When you sign up for Government Gateway, HMRC will issue you a user ID and password via e-mail or post. You will need these details to access and manage your business’ taxes, VAT, payroll, VAT, and other services. 

The 2-step verification (2SV) is an additional security measure that occurs as soon as you sign in to your HMRC online services. You will need your app, mobile or landline phone to hand to verify that you need access to your account. 

HMRC will deny you access to your portal if you lose details of your user ID, password – or even both. Sometimes even when you have your user id and password, you may find yourself stuck at the two-step security stage.  

We have outlined how to get back access to your account in each case. 

How to change your Government Gateway two-step verification 

2-step verification (2SV) is the second part of the sign-in process (that only you have access to) that confirms to HMRC who you are. It is crucial to verify your identity through your method of choice as soon as you are requested. It could be via your: 

  • Mobile phone: HMRC will send you a 6-digit code via SMS to your registered mobile number. Ensure you have access to your mobile phone to get the code immediately. 
  • Landline: HMRC will give you a 6-digit code via voice message. Be attentive to the provided code and write it down so that you do not forget. 
  • App: You will see a QR code displayed on-screen. Scan the code using the device you are using to run the authenticator app. 

You must contact HMRC if you wish to change your two-step security code via their live telephone support on 0300 200 3600. 

Recovering your HMRC Government Gateway User ID and password 

If you want to recover your Government Gateway user ID or password, HMRC will ask you some questions to confirm your identity. Often, you pass the identity check if you answer three or four questions correctly. HMRC will ask you different questions depending on the type of your account. Some of the questions may include: 

  • Your Name and address  
  • Name of a director of the business  
  • UK passport 
  • National Insurance Number 
  • Address of the business 
  • Date of birth 
  • VAT Registration Number  
  • VAT registration date. 
  • Your last VAT return period 
  • Personal Unique Taxpayer Reference (UTR) 
  • Most recent P60 
  • Employer’s PAYE reference 
  • Accounts Office Reference 

How to recover Government Gateway User ID 

To recover your HMRC online services user ID, follow the following process: 

  • Go to the HMRC Services registration page. 
  • Click the Sign In button. 
  • Navigate to the “problems signing in” section 
  • Click on ‘I have forgotten my Government Gateway user ID.’ 
  • HMRC will ask you to search for your user ID in your e-mails. If you do not find it, Choose – No, recover my user ID. 
  • Click Continue. 
  • Enter the e-mail address associated with your Government Gateway account and click Continue. 
  • If you cannot remember the e-mail address, click on I have forgotten or cannot access this e-mail address. You will be asked to select the type of account you are using – Individual, organisation or agent. You will then be redirected to a page with numbers that you can use to call an HMRC helpline to recover your user ID. 
  • However, if you enter your e-mail address, HMRC will send you a code to that e-mail address. Enter that code in the box before thirty minutes elapse. 
  • Complete the identification security questions as prompted by HMRC to get back access to your account.  

If you don’t want to go through the process, call HMRC on 0300 2003600. The HMRC representative will still need to confirm your details before they can give you back access to your account. 

How to recover your Government Gateway password 

To recover your Government Getaway password, follow the following steps: 

  • Visit the HMRC Services registration page. 
  • Click the Sign In button. 
  • Navigate to the “problems signing in” section. 
  • Click ‘I have forgotten my password.’ 
  • Enter the e-mail address that is associated with your account. HMRC will send you a code. 
  • Fill in the code sent to that e-mail by HMRC. 
  • Complete the identification security questions as prompted by HMRC to get back access to your account.  

How to recover your Government Gateway if you have lost both user ID and Password 

To recover your account, do the following: 

  • Visit the HMRC Services registration page. 
  • Click the Sign In button. 
  • Navigate to the “problems signing in” section 
  • Click on ‘I have forgotten my Government Gateway user ID and password.’ 
  • HMRC will request you to search for your user ID in your e-mails. If you do not find your user ID – select ‘No, recover user ID and password‘ and click Continue. 
  • Enter the e-mail address that is associated with your account and click Continue. 
  • If you cannot remember the e-mail address, click on I have forgotten or cannot access this e-mail address. You will be asked to select the type of account you are using – Individual, organisation or agent. You will then be redirected to a page with numbers that you can use to call an HMRC helpline to recover your user ID. 
  • If you entered your e-mail address, HMRC will send you a code to that e-mail address. 
  • Fill in the code sent to that e-mail by HMRC. 
  • Follow the subsequent online steps of entering the appropriate security information as prompted. 

I have regained my user ID and password but cannot sign in to HMRC online services – what do I do? 

If you are still having trouble signing in or retrieving your lost User ID or Password, call the HMRC Gateway Helpline on 0300 200 3600 for support. 

The whole process of retrieving your Government Gateway details can get long and frustrating. To ensure you don’t go through that again, keep your documents in a secure library online and back them up securely. 

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Information provided on the site is merely guidance that may change in line with UK law and regulations. Users must not consider this to be financial advice or their sole resource when making any financial decision. Spondoo is a trading name for Accounting SQL Limited, authorised & license accounting firm under the Institute of Financial Accountants.

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