Common issues
This page provides examples of some of the common issues we have identified when trying to login and use the online services portal and how to resolve them.
Logging in for the first time
Have you previously logged into the Customs and Excise online services to submit a VAT return or make a payment? If you haven't, use the below guide to help you:
If you do not have your tax identification number (TIN), please contact us on the details at the bottom of this page. We will need to verify who you are and may request one or more of the following, so please have this information to hand:
- Your VAT number
- Your registered address
- Details of the last VAT return submitted
- Date of VAT registration (which is shown on your VAT registration certificate)
Login via gov.im or via a bookmarked/saved page
You may be getting an error page or viewing the old page (this will say 'My VAT Return' amongst other buttons).
If you have used a bookmarked page, you should re-try using www.gov.im by clicking on the Online Services button to the right of the page, as indicated below:
The Customs and Excise page should only have two buttons - 'Customs General Payments' and 'Online Portal' as indicated below:
Using the correct login
Ensure you are using the online services login that you have used previously for Customs and Excise online – you may have more than one online services account (e.g. personal and corporate).
Outdated internet browser
Which internet browser are you using? Have you installed the latest updates available? Some older versions are not compatible, so we recommend you access the portal using an up-to-date version of Google Chrome.
New online user
You have your TIN but there is an error message when you try to verify the account. This could mean there is no email address recorded in the system. Please contact us. We will need to verify who you are and may request one or more of the following, so please have this information to hand:
- Your VAT number
- Your registered address
- Details of the last VAT return submitted
- Date of VAT registration (which is shown on your VAT registration certificate)
500 - Internal server error message
If you see a 500 – Internal server error message as indicated in the below screenshot, this is because there is no telephone number or date of birth in your online services account.
This can be corrected by:
- Logging into online services
- Clicking on 'account' which is located on the top right corner within the three white stripes as indicated below
- On the Administration home, click on 'show menu'
- Then click on 'change your details'
Error message when signing up to online services
This may be because the email address is incorrect in online services (this is before you have tried to get into the Customs and Excise area). You might be able to correct this within online services, but if you can’t please contact us.
Further Information
If you experience any issues when using the online portal that you cannot resolve, please don't hesitate to contact us:
Email: customs@gov.im
Telephone: +44 1624 648100
