HMRC App Not Working? How to Fix Login and Identity Verification Problems

HMRC app not working? Start by identifying which sign-in step has failed

The HMRC app lets UK taxpayers view tax information, National Insurance details, benefits and other records. If the app freezes, refuses your credentials, fails to send a security code or cannot verify your identity, the right fix depends on the stage that fails. Deleting the app or creating another tax account should not be your first move. This guide separates device problems from Government Gateway, GOV.UK One Login and identity-checking issues, using official guidance current to October 2026.

Quick answer: First check whether you can sign in to the HMRC website using the same sign-in route. If the website works but the app does not, update or reinstall the app after checking you can recover your account. If both fail, use the official account recovery or security-code help. If a photo-ID scan fails, use the identity-verification guidance for the specific sign-in method.

Official starting points: HMRC app guide; HMRC online sign-in; Government Gateway sign-in help.

Step 1: Identify whether you use Government Gateway or GOV.UK One Login

HMRC is transitioning sign-in systems. Government Gateway normally uses a user ID and password; GOV.UK One Login uses an email address and password. The sign-in screen may offer both. Existing users should continue with the route associated with their HMRC account unless HMRC instructs otherwise. Having a One Login for another government service does not automatically mean it is already your HMRC sign-in route.

• Open the official HMRC app or the HMRC sign-in page.
• Choose the sign-in option you have used successfully before, rather than creating another account.
• If you are new to HMRC online services, select the official option to create sign-in details and follow the route presented.
• Record which route fails and the exact on-screen error; the recovery instructions differ.

HMRC says it will prompt users when they need to move to GOV.UK One Login. Do not assume all users have migrated. See the official transition guidance.

Step 2: Check whether the problem is the app, your phone or HMRC sign-in

• Switch between Wi-Fi and mobile data. If you use a VPN, temporarily disconnect it for the sign-in test, provided it is safe to do so.
• Close and reopen the app, then restart the phone.
• Install the latest HMRC app version from its official App Store or Google Play listing, linked on GOV.UK.
• Check that the phone date, time and time zone are correct, ideally set automatically.
• Open the official HMRC sign-in page in an up-to-date browser and try the same sign-in route.
• If the website also fails, follow the account or verification steps below rather than repeatedly reinstalling the app.

If you need to reinstall the app, make sure you know your sign-in details and have access to your security-code method first. A reinstall can remove locally stored app preferences, including a remembered PIN or biometric sign-in setup. It does not delete your tax records held by HMRC.

Step 3: Fix a forgotten Government Gateway user ID or password

Use the recovery links presented during the Government Gateway sign-in process. HMRC can guide you through recovering a lost user ID or resetting a password. You may be asked to prove your identity. Avoid guessing repeatedly: entering incorrect details too many times can lock the account.

• Go directly to the official sign-in service.
• Choose Government Gateway if that is your established route.
• Select the relevant forgotten user ID or password recovery option shown on screen.
• Complete the identity and recovery checks requested; do not share one-time codes with anyone.
• Return to the HMRC app and sign in with the recovered details.

If you are locked out after repeated incorrect attempts, HMRC says the Government Gateway account normally unlocks after two hours; helpdesk advisers cannot manually unlock it. Use that interval to confirm your correct credentials rather than trying continuously.

Step 4: Security code not arriving by text, voice call or authenticator app

A missing access code is often a security-method problem rather than an HMRC app fault. Check phone reception, SMS blocking, spam filtering and whether the number on the account is still yours. For authenticator apps, ensure the phone clock is set correctly and use a current code before it expires.

• Start Government Gateway sign-in with the correct user ID and password.
• At the access-code prompt, choose You can get help if that option is displayed.
• Follow the instructions to change or recover the method used to receive a code; HMRC may require an identity check.
• If you use a new phone number, do not assume the old code destination will update automatically.
• If an unexpected code arrives when you did not sign in, change your password and review account security.

HMRC lists text messages, voice calls and authenticator apps as possible code methods. Availability and recovery steps depend on your account. Read the official access-code instructions.

Step 5: Fix GOV.UK One Login problems without mixing up the two systems

If the HMRC sign-in screen directs you to GOV.UK One Login, use your One Login email address and password. Its recovery and security-code flows are distinct from Government Gateway. If you are not yet using One Login for HMRC, do not try to force a migration simply to fix an app error.

• Return to the service where the sign-in attempt started and select GOV.UK One Login only if it is your HMRC route.
• Use the official One Login recovery options for forgotten password or inaccessible security codes.
• Complete the identity check only if the service requests it.
• If One Login works in the browser but the HMRC app does not, repeat the app-specific checks in Step 2.

Official reference: Using your GOV.UK One Login.

Step 6: Identity verification failed — use the correct ID-checking app

There are different identity-verification routes. For some Government Gateway HMRC services, GOV.UK may direct you to the GOV.UK ID Check app. For GOV.UK One Login identity checks, it may direct you to the GOV.UK One Login app. These are not interchangeable. Follow the specific link or QR code presented by the government service, rather than searching for a random verification app.

• Begin from the HMRC service and follow its identity-verification prompt.
• Check the device requirements on the official page. Current guidance lists iPhone 8 or newer running iOS 16.7+ or an Android phone running Android 10+ for these verification apps.
• Use the original accepted photo ID, not a screenshot or photocopy.
• Clean the camera lens; move to even lighting; keep the document flat and all corners visible.
• For a face scan, remove obstructions if instructed and follow the app guidance.
• If the scan or NFC chip check fails, use the alternative verification route offered by the service, where available.

The government has distinct guides for GOV.UK ID Check and GOV.UK One Login app. The exact document rules vary. For example, current One Login app guidance says an expired passport cannot be used, while some recently expired UK driving licences or residence documents may qualify within specified periods.

Step 7: QR code or identity app will not link to the website

When a government website asks you to link an identity-check app, switching between the laptop browser and phone can cause confusion. A QR code can expire or be tied to a particular session. Keep the original government page open, and follow its current instructions rather than using an old screenshot of a QR code.

• Return to the active identity-check page in your browser.
• Open the instructed verification app on your phone and follow its link or QR process.
• If the GOV.UK ID Check app does not link automatically, follow its documented manual linking steps.
• Keep the browser session open until the app confirms completion and the website advances.
• If the session times out, restart the verification from the government service rather than reusing an old QR code.

Official manual-link instructions: Linking GOV.UK ID Check to GOV.UK.

Step 8: App opens but PIN, fingerprint or face unlock fails

After initial sign-in, the HMRC app can offer a six-digit PIN, fingerprint or facial recognition for subsequent access. Those conveniences are different from the government identity-proofing process used to establish an account. A phone operating-system update, biometric change or reinstall may require you to sign in again with full credentials.

• Try the app PIN if available and you know it.
• If biometrics fail, check that fingerprint or face recognition still works in your phone settings.
• Use the full HMRC sign-in route if the app offers it; do not repeatedly guess a forgotten PIN.
• Once access is restored, configure PIN or biometric sign-in again if the app offers the option.

Step 9: App crashes, stays on a blank screen or loops back to login

If browser sign-in succeeds, the problem may be local to the device. On Android, check the app and operating system are updated; use Android app settings to clear cache if offered, but avoid clearing storage unless you are ready to sign in from scratch. On iPhone, update iOS and the app, then consider reinstalling after confirming access to your account recovery method.

A repeated sign-in loop can also happen when the app cannot hand control to the browser or return from a verification session. Update the default browser and retry the sign-in without old saved tabs. Avoid disabling device security protections merely to make authentication work.

Step 10: Check for HMRC service problems before retrying repeatedly

HMRC online services can be slow at busy times or have scheduled maintenance. Check official service status information linked from the HMRC sign-in help pages. If the app and website both show the same service-unavailable message, changing your password or creating a new account is unlikely to help. Save the error message and retry later.

Troubleshooting table: match the symptom to the safest next action

When should you contact HMRC technical support?

Contact HMRC technical support if the official recovery and identity-checking routes fail, if the service shows a persistent technical error, or if you need additional accessibility support. The online support page offers a digital assistant and webchat when available. For technical problems, the published telephone number is 0300 200 3600 (outside the UK: +44 161 930 8445); official opening hours are Monday to Friday, 8am to 6pm, excluding bank holidays. Confirm current hours before calling.

Use HMRC technical support for account access and error messages. This is not the right line for questions about how much tax you owe; HMRC lists separate tax-specific contact routes.

Security checklist: avoid fake HMRC sign-in and verification links

• Start at gov.uk or the official HMRC app-store links rather than an unexpected SMS, email or sponsored lookalike site.
• Never give anyone your password, recovery codes or one-time authentication codes.
• Do not pay a third-party site to unlock a Government Gateway account.
• Do not share photos of your identity documents with people claiming to provide unofficial HMRC support.
• If you receive a security code you did not request, review your sign-in details and change your password.

HMRC explains multi-factor authentication and unexpected access codes in Keeping your HMRC sign-in details safe.

A practical decision path if nothing has worked

• Website works, app fails: focus on app updates, device settings and resetting the app session.
• Website and app both fail at password: recover the correct Government Gateway or One Login credentials.
• Both fail at access code: use the official security-code recovery flow.
• Both fail at identity verification: check the correct ID app, accepted document and camera requirements.
• Both show service unavailable: check official status and try later.
• Recovery is impossible: use HMRC technical support; do not create multiple accounts just to bypass verification.

Bottom line: The fastest fix is usually to locate the failed stage rather than repeatedly reinstalling the HMRC app. Determine your sign-in route, test the website, recover the correct credentials or security method, and follow the exact identity-verification process that HMRC presents.

Official sources and further reading

HMRC: Download and use the app — official GOV.UK guidance.

HMRC: Sign in or set up an account — official GOV.UK guidance.

HMRC: Get help with signing in — official GOV.UK guidance.

HMRC: GOV.UK One Login transition — official GOV.UK guidance.

GOV.UK ID Check guidance — official GOV.UK guidance.

GOV.UK One Login identity check — official GOV.UK guidance.

Linking the ID Check app — official GOV.UK guidance.

HMRC technical support — official GOV.UK guidance.

Protect your HMRC sign-in details — official GOV.UK guidance.