Making Tax Digital (MTD) Connection Issues

Overview

If you cannot submit your VAT return because Navigator will not connect to HMRC, this guide will help you check the most common causes.

Why This Matters

If the connection between Navigator and HMRC is not authorised:

• VAT returns cannot be submitted

• HMRC will not receive your figures

• You risk late submission penalties

• You may see error or buffering screens

Navigator must be authorised to communicate with HMRC through Making Tax Digital.

Step 1: Check You Are Using the Correct HMRC Login

You must use your VAT Making Tax Digital (MTD) Gateway account.

Common mistake:

• Using an old Gateway ID

• Using a PAYE login instead of VAT MTD

• Using a Gateway account that HMRC has deactivated

If HMRC has reset or deleted your old Gateway ID, you must use the new credentials provided by HMRC.

If unsure, contact HMRC and confirm:

• Your VAT MTD account is active

• The Gateway ID is correct

• You are registered for Making Tax Digital

Step 2: Authorise Navigator to Connect to HMRC

In Navigator:

1. Go to VAT Return

2. Click Making Tax Digital

3. Select Authorise or Allow Software to Connect

4. Log in using your VAT MTD Gateway credentials

5. Complete the verification process

6. Click Give Permission

If successful, Navigator will be authorised to submit returns on your behalf.

If You Do Not See the Authorisation Screen

If clicking Making Tax Digital does nothing:

• Log out of Navigator

• Log back in

• Try again

• Try a different browser

If the issue continues, contact support.

If You See “Exception Has Occurred” Error

This is not a VAT calculation issue. It is a connection error.

Possible causes:

• Browser issue

• Temporary HMRC site issue

• Corrupt session

• Cached login data

Try:

1. Close the browser fully

2. Re-open and log back in

3. Try again

4. Use a different browser if available

If the error persists, contact support with a screenshot.

If the Screen Buffers After Clicking “Give Permission”

If the HMRC page buffers after clicking Give Permission:

• Wait several minutes

• Do not refresh immediately

If it continues buffering:

• Close the browser

• Try again

• Confirm your Gateway credentials with HMRC

• Confirm your VAT MTD registration is active

Buffering usually indicates:

• HMRC site delay

• Gateway login issue

• Broken authority link

How to Check If Authorisation Has Worked

Once authorised:

• Navigator will no longer ask “Are you registered?”

• The return will proceed to submission

• You will be able to submit directly through MTD

If you are still prompted repeatedly, the authorisation has not completed successfully.

Important

Navigator support cannot:

• Log in to HMRC on your behalf

• Enter your Gateway credentials

• Accept responsibility for submission

The authorisation must be completed using your own HMRC login.

Before Contacting Support

Confirm:

• You are using the correct VAT MTD Gateway account

• HMRC has not deactivated your Gateway ID

• You have completed the “Give Permission” step

• You have tried logging out and back in

• You have tried another browser

When contacting support, provide:

• Screenshot of the error

• Confirmation of your VAT period

• Confirmation that you are registered for MTD