HMRC Online Services: Login problems?
You may have recently noticed changes to the design of the H M Revenue & Customs (HMRC) website. One of these changes has been to the Government Gateway login page. Whilst the page fundamentally performs the same function, it appears the change is causing login problems amongst users with longer passwords, specifically those of more than 12 characters.
New users of the Government Gateway are now no longer able to choose a password longer than 12 characters, however it has come to HMRC’s attention that existing users with passwords that exceed the 12 characters are now unable to log in to the Government Gateway. In a recent service update, HMRC state that extra security on the new website means that typing anything more than 12 characters into the password box will lead to this being rejected. The solution to this issue is to use only the first 12 characters of your password. We understand that this also extends to other programmes that link with the Government Gateway, such as HMRC’s Basic PAYE Tools.
If users continue to have problems despite following the above advice they are advised to use the “forgotten password” link on the login page to recover their password.