Hi there. claire.
Issues like this happens when the filer is not authorized. You might want to check the confirmation email from HMRC and verify if the right VRN was used.
If it was and still unable to file, I would recommend contacting the phone support team. They have extra tools like screen sharing to help you investigate the issue further.
Here’s how you can reach them:
Please consider posting here again if you have other questions.
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