https://taxagents.blog.gov.uk/2018/02/08/changes-to-managing-your-client-lists-online-tax-agent-blog/

Changes to managing your client lists online - Tax agent blog

This week’s Tax agent blog is written by Andrew Laing. Andrew is part of the Government Gateway Transformation Programme and would like to tell you about upcoming changes to how agents manage their client lists online.

Agents have historically only been able to manage their client lists by going to the Government Gateway website. As part of our transformation work we have developed the option for this to be done within HMRC services. Our user research says, you think this is a good thing and we have also made some improvements to the layout and feel of functions so that it looks and behaves more like other HMRC services.

The changes will be delivered on the 26 February 2018. When you login through HMRC services: sign in or register. As an agent the “your account” section will enable you to directly manage your client lists. We are also enhancing the screens for enrolling and de-enrolling from services which will be accessed via “your home page”.

Please be assured that whilst these changes are in process you will still be able to use the Government Gateway website. Once we are comfortable the changes have been successful and users are happy, we will look to close down the service to manage client lists via Government Gateway for HMRC services.

If you have any queries please Leave a comment below.

38 comments

  1. Comment by Jodie posted on

    client list disappeared from government gateway, not showing as described above in HMRC online 'My Account' - so yet another example of HMRC screwing things up...again!

    Reply
  2. Comment by Nicola Roby posted on

    Unable to use Government gateway and service to manage clients isn't yet available through HMRC services - sign in.
    No new clients can be added to our list

    Reply
  3. Comment by Kristina posted on

    Client list disappeared from Government Gateway some weeks ago and STILL nothing on HMRC service sign in so unable to assign services and allocate for clients added recently. Leaving us unable to provide a timely service to our clients.

    There have been no new updates. When are we going to receive news on this issue?

    Reply
    • Replies to Kristina>

      Comment by Alison Walsh posted on

      Hi Kristina
      Thank you for getting in touch with us. The issue with Agent Services on the Government Gateway is now resolved and full functionality should now be restored. We apologise for the inconvenience caused and if you are still experiencing issues please contact us at gateway.transition@hmrc.gsi.gov.uk.
      Thank you
      Alison

      Reply
  4. Comment by Tracey Cudworth posted on

    Is there any timescale for a solution to the issues as we have new clients accumulating and we cannot access them through the Government Gateway nor HMRC account. It would make sense not to remove the working system until all issues have been worked out fully so not to leave agents in limbo, unable to progress with client work. Been looking on a daily basis since beginning of September and we are almost a month down the line.

    Reply
    • Replies to Tracey Cudworth>

      Comment by Alison Walsh posted on

      Hi Tracey
      Thank you for getting in touch with us. The issue with Agent Services on the Government Gateway is now resolved and full functionality should now be restored. We apologise for the inconvenience caused and if you are still experiencing issues please contact us at gateway.transition@hmrc.gsi.gov.uk.
      Thank you
      Alison

      Reply
  5. Comment by Susan Spedding posted on

    I have the same issue - 4 clients that can not be allocated through the Government Gateway. The previous messages were left almost a week ago and I am still experiencing the same issue. When will this be fixed?

    Reply
    • Replies to Susan Spedding>

      Comment by Alison Walsh posted on

      Hi Susan
      Thank you for getting in touch with us. The issue with Agent Services on the Government Gateway is now resolved and full functionality should now be restored. We apologise for the inconvenience caused and if you are still experiencing issues please contact us at gateway.transition@hmrc.gsi.gov.uk.
      Thank you
      Alison

      Reply
  6. Comment by Jane Walker posted on

    What is going on with GG, I can log in but cant see any clients so cant allocate clients in order to act for them.

    Been a problem now for over a week.

    Reply
    • Replies to Jane Walker>

      Comment by Alison Walsh posted on

      Hi Jane,
      Thanks for letting us know about the technical issues with Government Gateway, we’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.

      Reply
  7. Comment by Ilyas posted on

    Still the same issue, it is not fixed we are unable to allocate the clients as they do not appear. When will it be fixed?

    Reply
    • Replies to Ilyas>

      Comment by Alison Walsh posted on

      Hi Ilyas,
      Thanks for letting us know about the technical issues with Government Gateway, we’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.

      Reply
  8. Comment by Andrew Lea posted on

    I have the same problem as described and it does not appear to have been resolved as per the replies given. Three clients (one SA, one PAYE, one CT) recently provided agent authorisation codes which were accepted. My client list is now showing 3 unassigned clients, but does not actually list them or enable me to assign them.

    Reply
    • Replies to Andrew Lea>

      Comment by Alison Walsh posted on

      Hi Andrew,
      Thanks for letting us know about the technical issues with Government Gateway, we’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.

      Reply
  9. Comment by Richard Press posted on

    We are having the same issue as those who have already commented. We are unable to see a new PAYE client on the PAYE Dashboard, as we cannot now allocate clients via the Government Gateway. Please provide a workable solution.

    Reply
    • Replies to Richard Press>

      Comment by Alison Walsh posted on

      Hi Richard,
      We’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.

      Reply
  10. Comment by Daniel Harrison posted on

    Hi
    This is still an issued with the Gateway. We have 10 clients we are unable to assign access to and therefore are not on our client lists. Please fix ASAP and let us know when it's done.
    Thanks

    Reply
    • Replies to Daniel Harrison>

      Comment by Alison Walsh posted on

      Hi Daniel,
      We’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.
      Thank you

      Reply
      • Replies to Alison Walsh>

        Comment by Daniel Harrison posted on

        Thanks, all working now. I think you need to make it clear that agents now need to login through the HMRC front end of the site. I hope this helps others - login, go to manage account, click on "manage who can access taxes and schemes" under Manage your team. Click on the "clients" tab and on the dropdrop "can be edited by" change "any" to "nobody" > you can then assign clients.

        Reply
        • Replies to Daniel Harrison>

          Comment by Richard Couchman posted on

          Hi Daniel

          Thank you for your comment - most helpful. It is a shame that this information was not provided directly by HMRC.

          Reply
    • Replies to Daniel Harrison>

      Comment by Paul posted on

      Hi Daniel. I was having the same problem. Try logging on at tax.service.gov.uk/client-management/clients. The log in page looks like the usual HMRC one but when you log in, you should be able to see your client list. I hope that helps.

      Reply
  11. Comment by Sarah Davy posted on

    Same issue as above - new clients need to be allocated but GG is not showing the list to enable me to allocate. Your responses above say click on the get help link but there is no such link on the "Manage your clients" page (or any other page that I can see!).

    Reply
    • Replies to Sarah Davy>

      Comment by Alison Walsh posted on

      Hi Sarah,
      We’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.
      Thank you

      Reply
      • Replies to Alison Walsh>

        Comment by Sarah Davy posted on

        As per my message, there is no 'Get Help' link!

        Reply
        • Replies to Sarah Davy>

          Comment by Alison Walsh posted on

          I am sorry you are experiencing difficulties navigating our system please contact our Online Services Helpdesk on 0300 2003600 who will be happy to assist you further.

          Reply
  12. Comment by Paul posted on

    Hi Richard. I was having the same problem. Try logging on at tax.service.gov.uk/client-management/clients. The log in page looks like the usual HMRC one but when you log in, you should be able to see your client list. I hope that helps.

    Reply
    • Replies to Paul>

      Comment by Chris posted on

      Thanks Paul, this is much more useful than any of the official HMRC replies! I think the problem is that there is a link missing from the main Agent Services page to the new client management pages

      Reply
  13. Comment by K Morrison posted on

    Where on the online services should I be looking for this new link to ' client list'? It was there about three weeks ago then vanished. We use self assessment/ corporation tax/ VAT and PAYE. Should I just on into the 'get help' link on one of these services/
    We have about 30 clients who we know will have had their mandates processed but we cannot link to our online agent account.

    Reply
    • Replies to K Morrison>

      Comment by Alison Walsh posted on

      Hi K Morrison,
      We’re sorry for any inconvenience this has caused. Please click the ‘Get Help’ link on the individual page or service that you are trying to access, this will give our technical team the information they need to help you.
      Thank you

      Reply
  14. Comment by K Morrison posted on

    Sorry but this doesn't exactly answer my question. I asked which page/service should I choose to try and find the 'get help' link you mention.
    If I look at say 'Self Assessment' service - and click on 'Help' at the top it just gives me a list.

    Reply
    • Replies to K Morrison>

      Comment by Alison Walsh posted on

      I am sorry you are experiencing difficulties navigating our system please contact our Online Services Helpdesk on 0300 2003600 who will be happy to assist you further.

      Reply
  15. Comment by Paul posted on

    Hi All. If you're having problems accessing your client list on the HMRC portal, particularly the clients that you have just requested authorisation for, try the following:
    log on at tax.service.gov.uk/client-management/clients. The log in page looks like the usual HMRC one but when you log in, you should be able to see your client list. I hope that helps.

    Reply
    • Replies to Paul>

      Comment by K Morrison posted on

      Thanks Paul. That link worked and got into the clients to assign.
      Still can't get direct access from HMRC portal.

      Reply
  16. Comment by W R posted on

    I cannot access my client list! I urgently need to access this! How ridiculous is HMRC to be removing the Government Gateway! How do I access my client list? as I need to sign them to my colleagues!??

    Reply
    • Replies to W R>

      Comment by Alison Walsh posted on

      I am sorry you are experiencing difficulties navigating our system please contact our Online Services Helpdesk on 0300 2003600 who will be happy to assist you further.

      Reply
    • Replies to W R>

      Comment by Paul posted on

      Hi. I seem to be doing HMRC's job on this but try doing the following. Log on at tax.service.gov.uk/client-management/clients. The log in page looks like the usual HMRC one but when you log in, you should be able to see your client list. From there, you should be able to manage team members assigned to the client. I hope that helps.

      Reply

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