CIS return rejected even though all information and submission credentials are correct. Any ideas why?

adam-dowdy · ‎March 18, 2022

They are added to our agent account, all supplier accounts have been checked and are correct, all company details in the system are correct

Ashleigh1 · ‎March 18, 2022

Hello Adam,

Welcome to the Community page,

Due to the sensitive nature of tax authority user credentials, a single error message is sent by HMRC to QuickBooks Online to prevent any possibility of bad actors potentially causing security incidents.

If you are having difficulties submitting your CIS return via QuickBooks Online, please verify the following:

Correct username
Correct password
Valid UTR
Valid PAYE Ref
Valid Accounts Office Ref
Valid Subcontractor UTR
Accurate National Insurance numbers
Accurate verification numbers
Any special characters in subcontractor name
Characters allowed:
A-Z, a-z
0 to 9
space & ‘ ( ) * , - . / @ £
Please note: the Ampersand (&) and the Pound symbol must be in an escaped format (& = &amp £ = &#163)
To verify your login credentials, please log in at HMRC. You may need to reset your password.

If you are still having a problem after checking all of the above then please reach back out to us again.

View solution in original post

Ashleigh1 · ‎March 18, 2022

Hello Adam,

Welcome to the Community page,

Due to the sensitive nature of tax authority user credentials, a single error message is sent by HMRC to QuickBooks Online to prevent any possibility of bad actors potentially causing security incidents.

If you are having difficulties submitting your CIS return via QuickBooks Online, please verify the following:

Correct username
Correct password
Valid UTR
Valid PAYE Ref
Valid Accounts Office Ref
Valid Subcontractor UTR
Accurate National Insurance numbers
Accurate verification numbers
Any special characters in subcontractor name
Characters allowed:
A-Z, a-z
0 to 9
space & ‘ ( ) * , - . / @ £
Please note: the Ampersand (&) and the Pound symbol must be in an escaped format (& = &amp £ = &#163)
To verify your login credentials, please log in at HMRC. You may need to reset your password.

If you are still having a problem after checking all of the above then please reach back out to us again.

Gemma23 · ‎March 20, 2022

I have the same problem I have checked everything and all is correct yet still cant file my CIS. PAYE goes through each week after running my payroll no problem but CIS will not work

AlexV · ‎March 20, 2022

Hi Gemma23!

It's good to know that you verified and everything is correct. Let me provide more details and assist you in submitting your CIS return.

You'll want to perform some basic troubleshooting to make sure this is not a result of a browser error. Let's first use an incognito window and submit it from there. Incognito won't save your browsing history which can result in an error.

These are some of the shortcut keys:

Google Chrome: Ctrl + Shift + N
Safari 11 or newer: ⌘ + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P

Also, you'll want to clear the cache and make sure you're using a supported and up-to-date browser. This can fix any browser-related issues.

If the same behavior persists, it's best to seek further help from our Support Team so they can investigate it:

Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
When asked by the bot, enter "Submit CIS return".
Select I still need a human, then proceed with Contact us or Get help from a human.
Choose either Chat or Callback.

You can also check this link: CIS guide in QuickBooks Online. This will explain more how to manage and use the CIS feature in QuickBooks Online.

QuickBooks Community is available 24/7. Leave a comment again here if you need more help from us.

spookie · ‎June 19, 2022

I have been trying to do this since 19/11/2020 and although I have raised a ticket it has never been resolved.

CharleneMaeF · ‎June 19, 2022

I know this hasn't been an easy process for you, spookie.

Let me make it up to you by ensuring you'll get a detailed overview of your ticket status.

I understand that you've already raised a ticket to our QuickBooks Support Team, but I'd still recommend reaching out to them again. They have full access to your account and can provide updates on why the issue isn't resolved yet. They can also determine its main cause to ensure this won't happen again.

Here's how:

Go to the Help (?) icon at the top.
On the Assistant tab, click Talk to a human.
Enter your concern in the Type something field, then click the send icon.
Click on I still need a human.
Select Get help from a human.
You can select the Start a chat or Call us option.

To ensure that you'll be assisted on time, please see our support hours.

Additionally, I've added these resources that'll help you learn more about using the CIS feature in QuickBooks Online. This way, you can make sure everything is accurate:

Please keep us posted on how it goes. It's our priority to ensure you're able to file your CIS return. Keep safe always!

spookie · ‎June 19, 2022

I have been trying to get this resolved on and off since raising the ticket.

If it was not for the fact that I can enter the data on the government gateway and file it this way, I would be phoning you everday.

Come on QB, the product is great, but this is really poor.

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CIS return rejected even though all information and submission credentials are correct. Any ideas why?