How do I change my name with HMRC if I can't access Government Gateway?!

[JohnnyMarr]

I'm trying to sign in to my Government Gateway account, but my only forms of ID are in my new name, so I'm unable to access my account.

HMRC advise logging in to you account or downloading the app to change your name, but both of these require ID verification in the first instance, so stuck in a bit of a catch 22.

I've called HMRC multiple times endeavouring to resolve this but keep getting shunted from pillar to post - surely it shouldn't be quite this complicated?!

If anyone knows a surefire way to get this sorted I'd be massively grateful.

Write them a letter? You'll probably have to wait 2-3 months at least for them to action it but if you're in no rush then it'd work.

I've recently had issues with being unable to access this, it has been an absolute nightmare. They are not fit for purpose and it appears are answerable to no-one. You have my utmost sympathy.

My government gateway just does 2 factor authentication ie I login with username and password then it sends me a code on my mobile. Is this the first time you have logged into it?

I appreciate a letter might work, but time is of the essence here, and given past experiences of corresponding in writing with DWP I'd rather avoid it if at all possible, although @Cloverforever isn't instiling me with a lot of hope on that front!

And nope, no 2FA, I can't sign it without ID :(

You don't have any ID in your previous name such as expired passport?

You still haven’t said if you are signing in for the first time or have previously accessed it?

Ah, this is happening to me! I had to log in to let them know DD is staying on in 6th form for child benefit, but can't as my passport is in a different name.... so I had to send a paper form in with a letter pointing out how ridiculous it was. Not heard back yet.

@RandomMess No, old passport was lost unfortunately.

@TimeandMotion Yes, signed in before but not for a while.

They have to know you are legit so you will have to jump through the hoops.

I’ve just logged into mine using ID and password, then it sent me the verification code by text.

The area I am in is for self-assessment, pensions, child benefit. I can change my name here if I need to, though i do have to provide my national insurance number and my husband’s, along with a load of employment info for some reason. But no ID is asked for.

Can you screenshot the page that is asking for ID?

I found HMRCs online chat function really quite fast and responsive when I had an issue last year. Don't know if that's typical but worked well for me.

Sorry when I say ID I mean I used the 12 digit number that was assigned to me as my “Government Gateway ID”

Login screen looks like this:

I had this problem I just called them and they changed my name 24 hours later problem solved.

Ring them. They should be able to reset over the phone. But be aware, you I'll have to go through stringent security checks and you will wait awhile for call to be answered. Best time to call is 8am.

Or use their chat facility - usually more people assigned to that
www.gov.uk/government/organisations/hm-revenue-customs/contact/online-services-helpdesk

I've never been asked my name when. I log I to the gateway. Where does that come in?

Do you know your number and password?

You need to show photographic ID to create an account and if your name is different from your passport if won't let you get any further

I've got an account already, but when I log in with my ID and password the subsequent screen asks me to confirm my identity,which I'm unable to do with the documents listed.

I'll give them a call tomorrow as this seems to be the only feasible option :(

Thank you all for your help.

Yeah try and get onto webchat, much quicker

Think the webchat option only shows when it's open and available from what I remember

This. I have the link up thread to the help page. This is the chat:

www.tax.service.gov.uk/ask-hmrc/chat/online-services-helpdesk

If your don't get a coherent answer from the 'bot', keep typing AGENT You will eventually get a real person!

The OP already has an account though

On my Gov gateway account, the page after the above asking for user ID and password, asks for a code texted to my phone number for further verification....

Are they not giving you that option OP?

Yes bot probably 24 hours, real person likely 8-8pm same as call centre I would think. Got a vague recollection the webchat adviser hours are till 10pm but not sure.