Common issues
Below are some of the common issues we have identified when trying to login/use the new Customs and Excise online services portal.
Logging in for the first time
Have you previously logged into the Customs and Excise online services, e.g. to submit a VAT return and/or payment? If no, you need to follow our Individual Taxpayer guidance to log in for the first time to the VAT Online Portal.
If you do not have your TIN number, 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)
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 gov.im by clicking on the Online Services button to the right of the page.
The Customs and Excise page should only have two buttons - 'Customs General Payments' and 'Online Portal'.
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
This is because there is no email address 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
- on the Admnistration 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’ve tried to get into Customs and Excise). You might be able to correct this within online services, or you may have to seek help from the Online Services Helpdesk at +44 1624 686111.
