I am trying to submit my VAT return but all day the system has said "We can't connect to HMRC right now"

The error message is CLIENT_OR_AGENT_NOT_AUTHORISED 

Quickbooks suggest I call HMRC - which I spent the next 50 minutes doing before HMRC told me that they don't address questions like this as it is for my software provider to address.

Hi Malcolm 11,

I understand your experience with the CLIENT_OR_AGENT_NOT_AUTHORISED error message and the time you spent trying to resolve it. I also know how it feels when you're directed to seek help from one place only to be redirected back to us. Let me help you out.

The error message you received means you need to reauthorise your account. When setting up the connection between QuickBooks and HMRC, it's crucial to remember that you need to reauthorise the connection every 18 months. This is a security requirement from HMRC to safeguard the data transmitted from your QuickBooks account to HMRC.

Reauthorising the connection is a simple and swift process that only requires a few moments of your time. Rest assured, we'll send you a reminder when it's time to do so, and all you'll need to do is enter your login details. Once that's done, we'll take care of everything else.

Disconnect your account.

1. Click the Gear icon and select Account and settings.
2. In Advanced, select Making Tax Digital.
3. Hit Learn how to connect and follow the steps.

Reconnect your account.

1. Go to the Gear icon and choose Accounts and settings.
2. In the Advanced section, select Learn how to connect.
3. Select Let's go, this will take you to the HMRC page. Once you have read the guidelines, select Continue.
4. Enter your HMRC credentials to sign in.
5. Select Grant Authority and the HMRC page will close.
6. Back in QuickBooks, select Continue.
7. Go to Taxes, and check that the MTD badge is enabled.

Check out some helpful links in this article for your additional reference: Set up MTD for VAT in QuickBooks Online and connect to HMRC.

If you have other concerns about reauthorising your account, feel free to give us a comment in this thread. Have a good one!

Im having this same problem in Jan 2025. I've already re authorised MDT through HMRC but quick books is still giving me the error that client isn't authorised.

What gives? 

I appreciate you for sharing details and the steps you've performed to fix the error message when submitting a VAT return, Marty83.

Since the error message persists, I recommend contacting our QuickBooks Support Team. They're equipped with tools to securely access your account and perform screen sharing to investigate the cause of the issue. They can also provide additional troubleshooting steps to sort this out.

Here's the step-by-step process:

1. Click this link: https://intuit.me/CU.
2. Select the product and the edition.
3. Enter a summary of your concern in the What's your question? field.
4. Click Continue.
5. Decide how you would like to connect with us.

To ensure you'll receive assistance on time, please see our support availability: Get help with QuickBooks products and services.

Additionally, I've added these resources to help you submit your VAT return and record the VAT payment or refund:

• Submit a VAT return to HMRC using MTD
• Record all VAT payments and refunds

I've got your back if you have some follow-up questions about managing your VAT in QuickBooks. Have a good one.