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- 91.0SAFETY SCORE
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HMRC App Complaints & User Negative Comments 2024
HMRC app received 34 complaints, negative comments and reviews by users. Have you ever had a bad experience using HMRC? Can you share your negative thoughts about hmrc?
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HMRC for Negative User Reviews
✓ Set up to trick you in to not submitting a tax returnSo having submitted my tax return, NO WHERE does it tell you to log out and back in again to complete the submission. Because of this my return ended up ‘late’ when I had completed it before Christmas, stung with a £100 fine. AND despite explaining how ill I have been and losing my partner they did not care, and refused to help in any way at all I’m shutting down the business, laying off my worker and thinking of claiming benefits instead DISGUSTING. So they sent an email with platitudes of apologies and a link to make a ‘complaint’ and an ‘officer would investigate’ but we all know that once they’ve issued a fine they wash their hands of it! The tax system in this country is broken; it penalises those of us scraping a living while the ‘big boys’ get away with murder 😡.Version: 16.4.0
✓ Misleading results for Self Assessment taxpayersBeware! The app only gives a limited (and, at least in my case) misleading view of your tax account if some of your income is taxed under the Self Assessment scheme e.g. you are self employed or a pensioner with taxable savings and therefore need to do a tax return. The description on the App Store makes no mention of this. As a minimum, HMRC should make this clear. Ideally, the app would give me access to my account so I can see how much I owe and when and can also check that tax payments have been received and credited to my account. Also, as others have said, security is obtrusive and onerous..Version: 6.7.1
✓ Some good points and bad pointsOverall the app is good a lot easier than having to go on the internet and having to look for what I need when all I need to do is open the app. The only downside is when checking how much I pay tax and NI when I get paid I am unable to do this on the app unlike when going on the internet where I can see how much my work are paying me and how much tax and NI is being taken off before actually being paid as this helps me with working out bill money, hopefully soon I will be able to do that on the app as well, I had high hopes for this app but disappointed.Version: 4.8
✓ Information is never up to date!Individual info is inaccurate..Version: 5.5.0
✓ Tax credit renewal is confusingThis is the first year I have used the app to renew my tax credits. Initially I was prompted for a PIN but didn’t have one. The app needs to explain for first time users that they will be directed to create a PIN the first time they use the app AFTER they have logged in. I then had to re-complete the login process using two factor authentication text sent to my phone and was subsequently asked to create a PIN which I did and enable fingerprint ID. The questions in the app seemed clear and easy to follow with one notable exception. The total earnings figure is automatically generated from my P60. Fine, but there is nowhere to input allowable deductions such as allowable pension contributions and uniform maintenance allowance. Having worked my way round the questions several times in a loop I reasoned the only way to report these deductions was to amend the P60 figure, despite the online form confusingly stating that this field was for the earnings figure BEFORE deductions. There is NOWHERE ELSE to input any other earnings figure. This is confusing and will lead to underpayment of tax credits if people are not aware of this and do not include their allowable deductions here..Version: 10.15.0
✓ Making changesThere is no confirmation email or anything on my government gateway account to confirm that I have made any changes. This makes it difficult to review your changes and even know that HMRC have received the information. Considering these changes take a few weeks to take effect I have to end up calling the tax credits telephone number to get them to confirm that they have the changes and then go over them for me as I have no way to look back at the information I put in. Therefore if I have to call anyway then what’s the point in using the app?.Version: 13.2.6
✓ Very limitedTax Credits, I like that you can update your tax credits, however apart from letting you know what your payments are going to be, it would be good when you are no longer entitled and have an over payment to let you know what that is. Income Tax, I would like to know what tax I have paid for the previous year, what I’ve paid so far for the current tax year and the ability to request a refund if I’ve over paid. At the moment there is not very much you are able to do with the app and need to log in on line to get those information, this is why I have only put 3 stars..Version: 5.5.0
✓ Access a painEvery time I try to use my HMRC account through the mobile app I have to input my gov gateway ID number & password to get access. On deleting/installing the app (several times now) I’ve turned Face ID on when prompted & double entered a back up passcode when prompted. In the HMRC app settings, I notice Face ID is not an option, with the green on/off toggle button missing. All my other apps that have asked for face recognition are all showing up & working fine except for the HMRC app. Great app but not much use if accessing it is such a problem!.Version: 14.6.0
✓ In todays age!? Unacceptable.Trash app. It is absolute HELL signing in and no matter how many times i send for a "forgot my sign-in details" or password. Emails fail to send half the time, the app keeps restarting itself before you can copy and paste anything in. Its a JOKE! These politicians can take a payrise Every Year pay the devs to give us a Tax app that simply Works and uses the biometrics (it does tbf) or our N.I number combined with multi-password security measures that makes Sense. UPDATE: Even after this complaint, the only thing they addressed is that you Can sign in with biometrics AFTER/IF you've managed to get into the app in the first place. Im sorry but, i have a national Insurance number and my own Personal passwords so a multi-password that includes your N.I number isn't an impossibility. Every Single time i try to open this app i have issues. This is a Government app and I expect better - Much Better - pure and simple..Version: 12.0.0
✓ Constantly needs reinstallingI would give this more stars as when it is working, I find it really useful. The problem is that it often just stops working and takes you as far as the pin screen and when you enter the pin it does nothing. It might be because its an update (in which case why not bring up a message) but even you update it you often have to reinstall and go through the whole process again. I have easily reinstalled this more than half a dozen times in the last few weeks..Version: 16.4.1
✓ No communicationThe App itself works ok but I submitted a change to my claim several weeks ago and it has never said anything about my claim on the app it hasn’t even registered that a change has been made. Just in case I made a mistake I resubmitted the change two weeks ago and again their is no sign of it anywhere on my account. I am going to have to ring them to check / submit my claim which kind of makes the app a bit redundant as far as submitting a change. I can understand if the claim is still being processed but I have no idea if it has been received. Even an email to say the claim has been received would be appreciated..Version: 12.6.2
✓ Awful serviceHaving been completely satisfied with the use of this app previously this time around it’s been awful. I was made to wait 15 days before I found out if I could opt out of paying on account and then when I have since tried to set up a payment plan for my tax I have been told I am ineligible to set this up on-line (despite in my mind fitting all the criteria) I have now tried (after being instructed to do so)….to call and have tried on numerous times daily and have either been kicked out or been on hold for over half an hour. Dreadful service but what can I do? Just keep calling I suppose..Version: 14.12.0
✓ Worked fine for a week now can’t loginThe app worked fine and was perfect for my use however today it’s not working. It asks you to login then asks you to create a 6-digit pin again, when you do this it takes you to the next page which says ‘This account is logged out. Click here to retry’ I click to retry and it just goes into a loop of logging in and the error message. Because it worked for a week I can only it’s something to do with the 7-day saved password expiring..Version: 4.13
✓ Useless for National InsuranceI wanted to pay an NI shortfall. You can’t do this in App. You have to call HMRC. Then they tell you you can’t pay over the phone & proceed to READ OUT a load of numbers for you to WRITE DOWN 🤦🏻♂️ & make a payment elsewhere (yes, they take cheques!). What is the point of having an App if you don’t use it to: i) communicate with customers; ii) reduce the need for customers to call you; iii) facilitate secure payment!? When you do make a payment you don’t get any form of receipt/acknowledgment & it takes SIX WEEKS to be credited to your account. I am genuinely amazed any organisation ‘functions’? like this in the 21st century!.Version: 14.6.0
✓ PuzzlingSign in ok - but no information on the tax account page. Keeps on saying ‘service unavailable’. Been like this for over 3 weeks. 😕 It’s still the same - Did you look into fixing the problem ?.Version: 6.3.1
✓ Frustrating when you need to reinstallI installed the app months ago when I was asked to do so on the website and only used it to login on the website which worked ok. I’ve since had to replace my phone and reinstalled the app. NowI can’t get an access code because the app asks me to scan a code from the website and the website doesn’t give me an option to sign on without an access code from the app and I need to wait until Monday to speak to an admin to reset this instead of having an option to sort this out online..Version: 6.9.2
✓ AbsurdI had lost my national insurance number, and was told to direct myself to this app of which I did, at first it was easy and not complicated at all, but lo and behold it came to verification of ID. Bearing in mind you get your NI number at 16 - an age where you can’t drive or get a license - it asked for multiply ways of verification of which I could do. I clicked on continue, and it only gives me two options and both of which you MUST have; a passport and a drivers license. I don’t have a drivers license because I’m not of the age of legally having one, yet they require me to have one. It’s absolutely ridiculous. To add onto this, in order for me to find my national insurance number; they required my national insurance number which is absurd. Utterly useless and ridiculous..Version: 15.3.0
✓ ClunkyAt least they tried… it’s basically the website - but even less useful..Version: 14.8.1
✓ Doesn’t work with iOS 16.0?Used to work flawlessly but latest updated version 14.8.1 just gives a black screen when opened in iOS 16.0.Version: 14.8.1
✓ UK Citizens onlyCannot use it if you don’t have either a UK Passport or a UK photo driver’s license..Version: 16.2.0
✓ No reminder at all for late self assessmentThere must be some db records issue because I haven’t received ANY notice within app or by email for the last 2 years and now suddenly I owe HMRC thousands for the late assessment penalty. Will definitely appeal but for the moment I’ll start with leaving it a 1-star for someone not doing their job properly and cost others real money. it’s totally unacceptable that the app has my every contact method and there just wasn’t ANY communication. Update: No, it’s not only about self-assessments. It’s about why I updated every contact methods in the app yet somehow HMRC still got my address wrong and as a result I have received no notices at all for the last two years..Version: 15.3.3
✓ Updated and it lost the Authenticator codes!I had downloaded the app as the Authenticator and it had worked fine over the last year or two. This year, I go to do my self assessment, go to the HMRC Authenticator app to get the OTP, and it tells me I need to update the app. I let it update it fine - it’s an iPhone and is seamless. Then go to the updated app, go to the Access Codes section to get at OTP, and it says i don’t have any. It says I must be first time I’m signing in, have got a new device, deleted and reinstalled the app, or use a different Authenticator. Developers - no on all counts. Same iPhone I’ve had for several years. Hadn’t deleted or reinstalled the app, just updated it because the app said I couldn’t use the version installed. If you’re going to have OTP generation functionality in the app then you MUSTN’T delete the seed record when you update it! Fortunately I had set up a phone number for OTPs so have worked around it. But the only reason for having the app was for OTP generation, so don’t rely upon this app as the only way - make sure you set up a phone number too..Version: 16.0.1
✓ Why has this got nearly 5 stars?!I’m baffled why this “app” has such a high rating. The UI is a tad clunky and relies heavily on showing in app web views (no doubt due to legacy backend / crap apis) so it’s not a nice native experience. I can live with web views for all I use it but there’s real issues with the auth/login process. I’m assuming the biometric or auth token expires after a time so it prompts to use the PIN, but after navigating between the in-app and external web views and back to the app it somehow gets confused and throws an error and asks me to sign in again using my gateway ID and Password, even though I literally used it 5 mins ago and FaceID auto kicked in again. It’s odd. Probably not the app developers fault as likely the back end orchestration but still very frustrating..Version: 12.3.0
✓ Improve HMRC in generalIf only you could improve your overall performance instead of making people in the middle of a cost of living crisis, wait several months to receive their own money back. If anyone’s wondering, they delay your tax rebate because while it’s in their account it’s earning interest which they pocket, and with 4million people classed as self employed you can imagine how much interest they’re fraudulently keeping while they tell you your overpaid tax repayment has been delayed for “randomly selected additional security checks”. Disgraceful. Abolish the monarchy and there will therefor be no need for “his majesty’s revenue and customs”. Thieving scum!.Version: 15.5.0
✓ EU Passport under EU EXIT: Pre-Settled Status EXCLUDED?So during the process it shows the following steps to make: “We need you to confirm your identity We will ask you about items you may have, like your: UK or international passport UK photocard driving licence (including provisional licences) UK biometric residence permit UK biometric residence card UK frontier worker permit Payslips or P60 Self Assessment Tax credits (optional Voice ID) Credit record You will be able to choose how to confirm your identity. We do this to protect you against fraud.” Ok, so I select Continue.. And then it shows this: “Choose 2 items we can ask you about UK passport You need a valid UK passport UK photocard driving licence (including provisional licences) You need a driving licence issued by the DVA or the DVLA Payslip or P60 You need a payslip dated after 11 November 2023 or your most recent P60 Credit reference questions For example, the year you took out a credit card or phone contract” So, Where is the international passport option mentioned at the beginning? I have a Portuguese passport under the Pre-Seattle status. So, why I can’t use a passport that is included in the mention Scheme? Kind regards..Version: 16.1.0
✓ Quite usefulThis app is pretty decent, does the job, although it takes you out to various HMRC websites quite a lot. What I’d really appreciate are notifications for certain things. For example, HMRC decided to charge me some extra tax this summer, but they didn’t email or write to me, because “it’s in the app”. Well, that’s not much use to anyone unless you’re checking your self-assessment every couple of weeks (and honestly, who does that months after submitting it, and HMRC accepting it?).Version: 13.1.0
✓ Weak app, little more than the awful HMRC website reskinned into an “app”This could be such a useful app (imagine if it worked like Starling Bank but for your taxes - Heaven!) Sadly not, it’s just the HMRC website skinned into an app. Confusing navigation and unreliable: when I loaded it up I couldn’t even get to my self assessment information. This is always hard to find on the HMRC website as it’s cunningly hidden in a separate site you have to find by pot luck when you log in. I was hoping this app would give a simple way to see that stuff. If the developers are reading this feel free to contact me and let’s discuss UX. done well, this app could actually make tax easy..Version: 10.3.0
✓ Payment of tax billI logged into the hmrc app via a web browser and did my tax return. I got several emails to my email account with a very general “if you have a bill to pay you should pay it now” type message. I kept logging in to the web browser but it isn’t at all obvious how to find this information. You would expect there would be something in messages but there is nothing there. I eventually found a bit in the self assessment section about how much i owed but there is no link to pay it. You can find the payment section but there all you get is a box where you can type some amount you want to pay rather than anything where you specifically see the bill and can pay it. I then installed the app on my phone tho I don’t really want a dedicated app on my phone for something i do once a year. Here it was clear what my bill was, i clicked to pay, chose my bank, it took me to my bank app and i chose the account and then it redirected me to some third party thing called ecopay that just hung for 10-15 mins. I eventually reloaded and went through the payment again with the same result but then when I eventually reloaded it said “paid”. So ecopay is very poor and why on earth can’t I just pay directly from my bank rather than go through this random third party. This is all well established tech that very small companies get right and I don’t think being government or public sector is an excuse for delivering such a poor service..Version: 14.12.0
✓ Ok but support needs to he easier to accessWhen it is working the HMRC app does its job. But.. there are issues: 1. As of the last few days the app will not open once signed in. I can access my account online but not through the app at all. Getting support apart from writing this review is impossible. 2. Whenever I need to look at a message or document it takes me to the webpage for it. It works but negates the point of having an app. 3. If you want to check the service availability online it is unusable. You can’t check anything and most of the data is out of date. HMRC are very quick to come down on the public when they perceive they have done something wrong, but that accountability seems to go only one way. People would be much happier if HMRC were more accessible..Version: 12.6.1
✓ Cannot verify identity but using valid passport?!Downloaded this app, entered all my details correctly. I cannot find where to update my mobile on the website version and this is out of date so the app is trying to text verification codes to someone else that probably has this number now. So to verify my identity the app asks for passport details. Which I have in front of me, and attempted 3 times, each time saying they could not verify my identity. I can log in to the website using Experian instead of gov gateway ID, so why can I not do this in the app? This app is redundant if you can’t even confirm identity using my passport that’s valid for another 8 years!.Version: 6.1.0
✓ So confused. Please help.I’m so confused... it says that the 6 digit code can be seen within the app. But the app just asks me to enter the code. It has a place to scan the QR code to generate a code... but it doesn’t tell me where I can scan the QR code from... so how do I get the code?! More instructions / explanations / places to ask for help would be appreciated..Version: 5.12.0
✓ HORRENDOUS for self assessment logs you outAwful AWFUL app. First time submitting a self assessment, got to the end and clicked submit. Then I’m logged out. Thought great job done. Nope fast forward 4 months and I get a £100 fine for not submitting my self assessment. I call them up, sorry no record of you submitting it in October, this is common, it logs you out & you have to log in several times to actually submit it, loads of people get caught out. The appeal the fine. So I login to do the whole process again & would you look at that all the details I entered in October were STILL there - so how does HMRC have no record of me entering these? LOL. Anyway it logged me out about FIVE times before it finally let me successfully submit my return. Then in March I get another £123 for paying my tax late. Then today in April I get a letter saying my appeal is rejected as I didn’t submit it in October I submitted my self assessment in March. FIX YOUR APP AND STOP ISSUING UNFAIR FINES.Version: 16.4.0
✓ Absolute toiletThe new app needs FOUR pieces of information to sign in (Government Gateway, password, one-time use password, six-digit PIN) and when all those hoops have been jumped through it says my tax info is not available through the app. The last app was fine and at least gave me some useful information about my tax. Rubbish!.Version: 5.9.0
✓ HMRC app locked me outWorked fine until a mandatory update that my old IOS cannot install . Cannot access the code to log in or transfer to a new phone. HMRC phone lines to reset are 100% busy. Therefore the app is a complete obstacle to HMRC services. Much worse than useless..Version: 14.12.0
🙂 HMRC Positive Reviews
HMRC works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact HMRC.
⛔ HMRC Problems
