The department says that anyone who has have been using their browser to automatically populate their user identification and password will find that the new government gateway page will not automatically display the details.

This means agents will need to find their user ID and password from their records. However, for those agents who may not have the necessary information stored elsewhere, but have used auto-population, the page ‘step 3 – enter details’ may show the user ID. With this, agents can follow the ‘forgotten password’’ link to recover the password, by selecting the option to ‘recover your password online’.

Alternatively, HMRC advises agents may still be able to locate the necessary details by using their own browser, depending on the password manager in use.

HMRC is also advising agents that they may face difficulties in signing into HMRC services using a ‘long’ password. HMRC requires an account password which has a minimum of eight characters and a maximum of 12 characters.

However, some agents when they initially registered their account typed in a ‘long’ password which exceed this, but to meet HMRC requirements the password was set at the first 12 characters typed in the box.

Agents who did this were previously able to access their HMRC services by typing in the ‘long’ password because the first 12 characters matched the password that was set at registration and the additional characters were not required.

Now HMRC’s new sign in page has increased security and any extra characters typed in the password box will cause a login failure.

HMRC is advising agents affected by this issue that if they type in the first 12 characters only of the password chosen at registration, this should work as this is the actual password recorded with HMRC.

Anyone who continues to experience difficulties signing in, should select ‘forgotten password’ on the sign in page to recover their password.

HMRC’s VAT online service issues update is here.