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Level 1

Prepare Payroll

When you log in to Prepare Payroll there is a message in an orange box - ! We can't get tax code updates because your Government Gateway user ID and /or password are wrong or outdated.  Update your details.  When you click on Update your details is logs you out of the system.  Is anyone else having this issue?  Also I've checked on the HMRC site and there are no changes for us and our passwork etc are correct.

QuickBooks Team

Prepare Payroll

Hi nvmotors, thanks for your post - could we please check whether you're using the Standard or the Advanced payroll and if the same issue happens in an incognito/private browsing window? (You can access this by pressing Ctrl_Shift_N within Google Chrome and MS Edge, or ⌘ + Shift + n when using a Mac). :woman_technologist:

Level 1

Prepare Payroll


We are using Standard.  Just tried the incognito suggestion and the same message is appearing.

QuickBooks Team

Prepare Payroll

Hi, @nvmotors.


I'd be glad to help you get the tax code updates.


If your HMRC credentials entered in Payrun Settings are incorrect or incomplete, the error will show. To update the login details, you can follow these steps:

  1. Go to the Payroll menu and proceed to the Payroll Settings tab.
  2. Click HMRC Settings, then scroll-down to RTI settings.
  3. Update the HMRC user id and HMRC password
  4. Click Save.


You can also use the HMRC portal to check if your HMRC credentials for PAYE are correct. If everything goes well, check the PAYE for the employer's messages and make sure P6, P6(B), and P0 are all set to Yes.


Once done, you can either delete and recreate the pay run to check if the error is no longer there. You can also contact our Payroll Support Team just in case the error persists. 


Please don't hesitate to reach out to us again or reply below if you have other concerns with updating your tax code. Have a great day!

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