What happened
When we register you with HMRC, they check the details we send against what they hold on file for you. If something does not match exactly, HMRC rejects the registration and we have to correct it and resubmit. It is common and fixable — but it does pause your claim until sorted. 🔍
The four things to check
Your name — exactly as HMRC knows it. Recently married, divorced, or changed your name? HMRC may still hold your old name. Whatever is on your payslips and P60 is usually what HMRC has.
Date of birth — a single transposed digit is enough to fail the match.
National Insurance number — check it against a payslip, P60, or the NI card/letter.
Address and postcode — if you have moved and never told HMRC, they may hold your previous address. Either update your address with HMRC, or let us know your old one so the records line up.
How to fix it
Log in and check those details in your account (Personal info), correct anything that is wrong, and message us to confirm — we will resubmit your registration to HMRC straight away. If everything already looks right to you, message us anyway: our team can dig into exactly what HMRC objected to.
Once resubmitted, HMRC typically accepts within days and your UTR letter follows in the post. ✅