30 hours childcare code not working

[katmarie]

Has anyone had this issue? My nursery can't get my 30 hours childcare code accepted in the system. It keeps saying we're only entitled to 15 hours. HMRC (who I've spoken to 4 times now) say that our account is fine, we are entitled, we were well in time renewing and so there is nothing wrong. Local authority who i've called and emailed, are saying it's HMRC's problem, and I am going round in circles. I think I might actually lose my mind if I have to listen to HMRC ask me if I am sure the nursery are putting in the correct details one more time.

Sounds very frustrating, OP. I haven't any experience, unfortunately, just sympathy .

Can you call HMRC at the nursery with the person trying to input the code.

Is the rest of the details correct? The nursery also have to enter the parents NI numbers and dates of birth plus fill name and date of birth of the child.

It could be a spelling mistake from nurseries end, show them birth certificate again parents details etc and make sure that they enter it all properly.

To find your code both your nursery (and local authority) need the correct 30hrs code number for you, the NI number you applied for the code with (check this especially if they have an NI number for your DH and may have used this unseated) plus your child’s correct DOB. All 3 things need to be added correctly by the nursery to claim the funding. So before going to HMRC, re-check with your provider these 3 bits of info are correct. Is this the first time you have tried to use the 30hrs code....if so, when did you apply for it?

Sounds silly question but are your details all correct NI etc with work, HMRC and Nursery etc have you moved and address different somewhere etc are some of the issues I have heard caused people to have problems with code being accepted.

I have actually spoken to someone with access to the system, who has checked my details! Turns out they did not have the correct details after all. Sorted, finally! Thanks everyone :)

Hi there - sorry to jump on this so late! But we are having the exact same issue and your post is the only instance I’ve found online of someone having this problem! When you say you spoke to someone with access to the system, was that person at HMRC or the nursery? I’m going mad talking in circles at people!

This is 2.5 years ago so you're probably better off starting your own thread. However begin by checking with the nursery that all your details have been entered correctly and then try hmrc if needs be.

Thanks for replying! I’ve been back and forth between the nursery and HMRC for months now, so just wanted to see where it was that OP was able to get someone to confirm details were incorrect, as thought might help me narrow my attempts for resolution.

As I said above, while I know the post is old, this is the only example online I’ve found of someone experiencing this, so thought I’d start here. I made an account on Mumsnet specifically to comment on the off chance OP would respond, will make my own post tomorrow.

I would speak to the funding team at your local authority.

Hi, reviving an old thread because this is the only reference to my issue I can find online.

When our nursery put in the code it says we are eligible to 15hrs but the code is for 30hrs, we are def eligible, it was confirmed in time and I have spent 2 hrs on the phone to HMRC today, spoke to 6 different people (the longest "on hold" time being 51mins!). They have confirmed I am eligible to 30hrs, they can't see any problems, the nursery have double checked all the details and I don't know what else I can do. Where exactly did the mistakes lie when you had the same problem please? And how did HMRC find the mistake? In despair here :(

Did you manage to get any resolution and how? I've also got the same problem!

Hi, so despite the nursery checking they have the correct details like 3 times it was the incorrect date of birth they were inputting. HMRC eventually told me that the error was not at their end and if it's not with nursery then it's with the local authority, they said someone somewhere has a mismatch of details. The nursery had to call the local authority to double check the details they have and whilst comparing the details they realised it was the nursery that had the DOB day/month the wrong way round.

HMRC have told me that this sort of error happens in 3 instances, either the eligibility is not confirmed in time online (I knew I had done it in time), or there's a technical error (when I spoke to their technical team they checked and confirmed no errors) or if the local authority /the childcare provider has a mismatch of info. Good luck x

Definitely check the details you have provided are correct.
Childs date of birth
30 hour code
National insurance number of the parent who applied for the code

Double check the nursery are entering it all exactly right or it won't work.

Who at hmrc did you speak to? I have the same problem and local authority, nursery and I all think we have the correct details..

thank you!

I called their helpline on 0300 123 4097 and got passed through various teams from customer service to the technical team, my longest call was some 2 hours, most of it on hold😳

Oh goodness… what joy. Thank you!

Thanks all - yes it was human error!
HMRC picked up my call within 2 minutes though - called as soon as the lines opened at 8am so was really surprised and also the LA got in touch within minutes of my email to see if they could help too!

Good shout to call early, I had 35-40mins on hold with each team and my call went throught three teams. But it my case that was because no one could find the problem, as the error was at nursery's end despite me checking with the nursery they had the correct details more than once..

hmrc wrongly sent me to my local council three times who directed me back, I was in queues for over 3 hrs. They couldn't find the issue and offered to delete my code to apply for a new one but the old code is still active and reapplying tells me the child already has an approved application ..

For everyone having problems the following 3 pieces of information your childcare provider enters onto their portal must be exactly correct:

Eligibility code
Child's date of birth
Parent's national insurance number - must be for the parent who made the application

Any errors will mean your code will not be found.