HMRC is freezing tax agent accounts where it detects suspicious activity

Some AAT members are reporting that HMRC has suspended their agent accounts without warning. What’s happening and why?

Agent Online Service Accounts (AOSAs) and Agent Services Accounts (ASAs) are a known target for criminals because they can provide access to many clients’ tax records. Therefore, HMRC is on the lookout for suspicious activity and acts swiftly when it believes it has spotted any.

HMRC says “HMRC monitors transactions on customer accounts for suspicious activity. Where we believe an AOSA or ASA has been compromised, we act quickly — and in some cases will suspend that account without notice. We appreciate the position this can sometimes place agents in, but we know you understand that our priority must always be the safety of customer data. Where we write to you, particularly regarding passwords and malware — we advise you not to ignore our letter.”

What can you do if your account is suspended?

If your account gets suspended you can contact HMRC’s helpdesk on 0300 2003 600. The helpdesk aims to respond to the agent within 72 hours to reinstate access. This involves resetting your passwords across all gateways and third-party filing software. It’s also essential to make sure devices are free from malware to prevent fraudsters getting back into your account.

In some cases, it has been taking HMRC longer than the targeted time to reinstate access for agents. Where this is the case, HMRC is asking agents not to contact its other teams as this will slow the process down.

How can you prevent this problem arising?

Protect your account against fraud by using strong passwords, changing your passwords regularly and protecting yourself against malware and phishing attacks.

If you believe your account has been hacked, you should report it to HMRC’s online services helpdesk at 0300 2003 600.

Find out more on GOV UK.

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