HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Real Time Information (RTI) Resources

Resources to help you understand Real Time Information (RTI), the automated HMRC process to collect payroll and tax details as wages and salary payments are made.

In theory it will eliminate annual reconciliations and end-of-year forms such as P14s and P35s.

All schemes/employers with less than 5,000 employees will start to submit RTI in April 2013; those with 5,000 employees or more will start to submit RTI on dates agreed with HMRC between June and Sept 2013.

As per HMRC:
"The move to reporting information in real time is the biggest change to the operation of PAYE in over 60 years.

Under real time reporting, employers and pension providers – or agents, payroll bureaux and other intermediaries acting on their behalf – will send us information about tax, National Insurance Contributions (NICs), student loans and other deductions each time they pay their employees. This will enable HMRC to keep more accurate records and, over time, more people will pay the correct tax.


So what are the essential facts you need to know?
• Migration to reporting PAYE information in real time is mandatory
• Most employers and pension providers will move to reporting PAYE information in real time from April 2013
• We will write to you
– in October to tell you what you need to do to get ready
– in February to confirm the date from which you should start reporting PAYE information in real time
• Most employers already send PAYE information electronically and information reported in real time will also be sent online. Your payroll software will collect the necessary information and send it to HMRC online
• You need to consider your options for payroll. A wide range of commercial software designed for real time reporting will be available from April 2013 to suit employers’ and pension providers’ individual requirements, including some free products. HMRC’s Basic PAYE Tools will also be available for employers who have nine or fewer employees. You can get more information about this at www.hmrc.gov.uk/paye/intro/payroll-system.htm
• You will need to include information in your RTI submissions about all employees
• We will no longer require the end-of-year Employer Annual Return forms P35 and P14, and you won’t need to send forms P45 and P46 to us; instead you will include this information with the information reported in real time
• Employers making payments to their employees by Bacs, using their own service user number, will need to include a cross-reference in the RTI data submission and their Bacs payment instruction, see Getting ready to operate PAYE in real time.


What will not change?
• The way tax and National Insurance contributions are calculated will not change
• You will still need to give employees certificates of tax and NICs paid – form P60
• You will still need to send expenses and benefits returns (P11D and P9D) annually
• The dates by which you must pay HMRC stay the same
."
Here are some useful links:

195 comments:

  1. Hi I have just been on a seminar relating to RTI, it had contributions from both HMRC and our software provider.

    One Issue that I have not seen mentioned anyware is that the new RTI weekly/monthly report you will need to send electronically must include the number of hours each member of staff has worked, that is not the actual number but which band do they fit into.
    Under 16, 16 - 30, 31-50 and over 50.
    This will create real headaches for the software writers as well as the employer.
    Just a matter of interest. DB Manchester.

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    Replies
    1. No problem with putting in the banded hours - Sage have managed to do this, so watch out for amateurs jumping on the RTI bandwagon. HMRC has a list of compliant payroll software providers on their site.

      HMRC staff should be sacked for allowing hundreds of employers to submit thousands of employee names as A.N. Other.

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    2. Hi all. what I want to know is 'can I install more then one HMRC PAYE RTI tool on my computer?'. I need more than one employer on it, which is ok, BUT when I back up from one employer and restore on my computer, it will delete all the previous information!!!! including my other employer details, etc. HELP : (

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    3. seems like employers don't have a clue about RTI until its too late, i will enjoy taking the piss from them one the helpline!

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  2. You have the Conservative/Daily Mail government to thank for this level of data needed by the way.

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  3. I've just tried to send my first monthly file by HMRC RTI software.
    Having put all the data in, the software refused to connect to HMRC.
    I rang the helpdesk.
    15 minutes later, I finally got through to someone.
    Their first suggestion was my HP laptop (i5, 8Gb RAM, W7 WEI 6.4) was not the right spec. Then they suggested I didn't have enough hard disk space (I'd have thought 32gb on an SSD was sufficient).
    After 30 minutes, I had had enough of some temp following a script and taking notes (she put me on hold then went off to ask a senior staff member to explain the difference between single and dual core processors).

    I tried emailing the helpdesk (email address on website).
    I did get a reply by email.
    It said I needed to call them on the phone helpline.

    HMRC Helpline ? No, I don't think so.

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    1. I have the same problem did you find a solution?

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    2. The helpdesk are useless if you can get them to answer.

      I finallly fixed ours by editing the PAYE information for each employee then finding some compulsary fields were missing. I had restored the Basic PAYE Tools (2012-13) backup into the RTI version...... Its a terrible bit of software isnt it.

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    3. I HATE THIS RTI ITS A JOKE! BASIC HA IT WOULD BE IT WORKED, BEEN ON THE PHONE OVER 3HRS TO SORT OUT THINGS TRYED EVERYTHING,,, SO STRESSFUL WITH A 1YR OLD BY MY SIDE. I EMAILED HMRC HELP DESK. NO HELP! SO ANGRY EMAILED ME BACK 6DAYS LATER AND SAID THE SAME THING CALL, AHHHHHHH AHHHH GOING MAD ON THE PHONE NOW TRYING TO GET THROUGH. TAX PAYERS MONEY FOR WHAT? SOME GIMP PASSING ME ROUND ONCE I GET THROUGH AND STILL GET NO WHERE..BUT HMRC WILL BE FIRST TO FINE/PENALTY CHARGE ME FOR LATE SUBMISSIONS WITH INTRESTED EACH DAY HAY..

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    4. Thanks Anonymous12 May 2013 at 21:05! That's sorted me out. I was struggling to delete an employee from the list. Turns out you have to fill out as many fields as possible (works number, date started, ended), not just the 'required*' fields. Then you can delete. On all occasions it takes me to 'SYSTEM ERROR', but if the fields are populated it does actually delete on the employee list. I've been trying to sort that with HMRC helpdesk for over 2 years! What a waste of time. Finally sorted. Add info to the employees before attempting to delete.

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  4. There is no differentiation of the amount employers NI and employee NI in the new HMRC basic tools (previously accessible in the P11 breakdown). They just give you a gross amount of NICS payable. When I spent 25 minutes on the phone with HRMC to ask how to find this info (on a per employee basis as I am currently enjoying the employers NI holiday) I was told 'I don't know' by the HMRC employee tasked with answering these questions. They only have this one task to fulfill! No advice given as to how to find it out, who to ring etc. Typical arrogant stupidity from HMRC.

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    Replies
    1. You can get breakdown for employer/employee NI for each employee at least:

      Go to 'Manage Employees'
      Select an employee
      Then click on 'Employee payments'
      Another menu comes up underneath with 'Employee pay and deductions record' - click on that and it brings up P11 type thing with full breakdown

      HMRC helpline told me this, but didn't know immediately (had to check with someone else)

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  5. I still can't get the HMRC RTI software to work one month on after D-Day and the wretched software now won't let me put the May payroll in. What to do ? Persevere and complain or pay money for 3rd party software (any reccommendations anyone ?). Meanwhile I am writing to my MP and would urge everyone who has had problems with this ghastly system to do the same.

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  6. The system is pants. I, along with many other employees at the company I work for, have had our personal allowances removed because HMRC have duplicated our tax records. The coding notice notification took 8 days to get to me and by that time it was too late to change the August payroll. HMRC have agreed to change my code back to what it should be (a week ago) and I'm still waiting for notification to arrive. Shambolic.

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  7. So even if you think everything is going well with your RTI submissions, after all your commercial software has reconciled HMRC response as being filed, and even HMRC have sent you an email thanking you for the submission...WRONG!

    We found out only yesterday, that one client had his PAYE scheme CLOSED by his previous payroll provider in NOV 2012, unbeknown to him or us. RTI has been filed since April successfully, but going nowhere as account was closed. It would have been useful if HMRC sent back an error code with the first submission???

    So after 3 attempts with HMRC employers helpline only the last person could identify this was the reason no RTI showing..duh!

    This is now where I made a FATAL error! I decided today to call their online services helpdesk (NOT a helpdesk) to point this out so they could address it

    After the obligatory 20 minute wait, what ensued was somewhat of a bun fight with me having to put the phone down on her for being so bloody rude and unhelpful.

    They are NOT interested, they do not care, they can FINE you however you like. When you ask for their name it's always CAROL, no surname, when you ask them to escalate to manager they cannot do. DON'T waste your time calling them.

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  8. I'm flabbergasted... every time I try to do ANYTHING it freezes and crashes!
    I can never find anything a second time round.
    I am a small business owner and do all the accounts and PAYE myself, if I could pay myself for the hours that HMRC have drained from me I would be a millionaire!

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  9. for the uk this system is total crap. it removes the trust in professionals. HM have become a joke. all they are interested in is screwing money out of hard workng people. HM moto "make people into slaves"

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  10. I have just opened up RTI and was asked to upgrade, I did this, reopened it and found it had deleted everything! Even the employer details are missing. Can't find the back up file, probably wouldn't work anyway. Seems I now have to start from scratch and re-enter every single detail and resubmit each months pay entries. I wonder if that will confuse the system at their end? Any one else had this happen?

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    Replies
    1. I just lost everything too. Phoned the HelpDesk yesterday and they told me I have to enter everything in again, and each week's payment from April. Once I've done that, to avoid duplicating the pay at their end, I was told to make a submission 'without submitting outstanding data'. Not got my head round that one yet!

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    2. I need to make submission without submitting data does anyone know how to do this?

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    3. Just happened to me too. The software was set to automatically backup - but the only backup is from today - with no information in it. I am so fed up with having to use systems which do not work!

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  11. Me too. My fault was my computer lost my sign-on profile and with it all my RTI backups. Happliy, I've got a Cloud backup. Unhappily, when I recovered, the submissions data was missing. Trying now to find out what to do. Strikes me that starting this year from scratch and re-enter (see 14 Septmeber blog) will fixit?. If HMRC just overwrites what they've got, all well and good. If not I'll duplicate everything. Yr chats with the help desk don't inspire me, so I'll just throw it in the deep and and go for it. Anyone got any answers yet? My auditor advised I should ring the helpline - good idea or not?

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  12. Me again.(from 18 October)
    I asked other people around England who do the same job as I.
    The answer really is -- you have to fudge the account! In other words, if you lose everything like I did, you have to just start again from scratch and re-enter all of it. Make submissions for the "new" entries, but don't re-send all the ones you've already reported - that is, don't send those, they will be listed as outstanding submissions. You'd think it was easy for the software writers to include a choice to "not submit". I could do it, but I'm not looking for more work :-)

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  13. I have today had the same problem. Computer asked to install updates whereupon I lost all my data and cannot even open up the rti software. The desktop icon for rti now has a windows shield appear on it. I rang online services helpdesk (joke) and after a 30 minute wait and numerous options finally got to speak to someone who didnt have a clue how to sort it, gave me a case number and informed me that online services would contact me. That was 24 hours ago and still no phone call. Ive had a computer techy friend of mine have a look today and he cant work out what is going on. My only thought is to completely uninstall the programme and then download rti again and start from scratch. But then what happens with all the entries that are made that are going to display as outstanding submissions? And if you do re-submit the data is it going to create double entries and then their payment department then starts issuing demand notices. Im payroll qualified so understand the logistics of payroll but for anyone without payroll knowledge operating a small company it must be an absolute nightmare. Rti was introduced without any consideration as to logistic guidance as to how to use it with all the usual threats of consequences re fines. etc if not being operated in the correct way. Another shambolic idea from hmrc!!!

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    1. Just had exactly the same problem - HMRC helpline asked me to create a log file and email it to them - the very kind but helpless adviser told me I was one of probably hundreds experiencing the same problem so he was escalating it. The really annoying part is he said they had NO time frame even estimated for their fix AND because they don't know what the problem is, they won't list it on their website as a known issue. Just WAIT for the response....!

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  14. I have the same problem - came to run the payroll, prog demanded and update be downloaded and installed and then went AOL. HMRC said "Oh yes, certain people are experiencing this problem". So why haven't they removed the offending download until it is safe to use? Then had to send in the log file and the sqlite file. They will get back to me. If its anything like last time I had probs I'm not holding my breath about them fixing it anytime soon. I've paid the staff doing approx calculations for deductions from another prog but cant RT report anything so when the fireworks start I will sweetly refer them to their own help desk.Any suggestions on how to proceed for the end Nov payroll?

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  15. I also have the same problem, updated the software and now it does not even load! I have checked the log files and can see that it is failing to create some database tables during the update. I am a software developer and can't believe how they can release update without testing it thoroughly. And nowhere in their web site they mention a solution for this problem. Crazy!!

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  16. couldnt agree more with the previous comments,was told by hmrc there is a problem with the updated software.logic tells me if there is a problem,remove the bloody upgrade untill its corrected. i run a small company with 4 employees and do not have my own it dept.hmrc talk to you as if we are all computer experts and i am sure many of us are not.now waiting for help desk to resolve the problem which may take days. its now friday and my employees need paying today,help hmrc!!

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  17. Just downloaded the RTI payetool and when I click on it the logo appears on screen and nothing ever happens! Its a Win8 laptop of reasonable spec!

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  18. Another one here. Exactly the same as above problems. emailed helpdesk with logfiles and said they couldn't do anything without a case file???

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  19. I have the same problem we are a small company and pay our employees weekly. I have had to guess-a-mate as the Tax Calc tool is not reliable. I reported that I could not load rti after I installed the update last Tuesday. I am still waiting for a response. Keep chasing but to no avail!!!! What would happen if we decided not the pay the PAYE on 19th!!!!

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  20. same problems. Seem to be related to Internet explorer. If you re-install program, then click settings on first page then select check for updates it will error. There is a comment about the proxy server but the field is greyed out and you cannot change the settings. Waited 2.75 hours for them to answer the phone, then gave no advise, just very rude to me. I have to submit in real time so what do we do? The helpdesk advised that as there is no penalty it does not matter. But I feel obliged to submit and I don't want to get on the wrong side of HMRC - and why should I , it is not my problem -it is their software after all. I cannot spare the time this is taking me two days so far for a typical 15 minute payroll run. I will be ceasing to trade if this carries on. We need two things, software that works and an HMRC helpdesk that cares.

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  21. How I got around the same problem after total exasperation with the so called helpdesk. I loaded up VMware and tried the basic tools software on three virtual computers Windows XP, Windows 7 & Windows 8 image all had the same problem with Basic tools. Loaded on Ubuntu (Linux) a free product, loaded Basic tools(Linux) restored my data and I am off again with a working system. I know this is a techie solution not for most users of basic tools. But it did actually work. This indicates to me that the problem is in the basic tools to windows interface. VMware reader and Ubuntu are free for end users so there was no cost. VMware allows a "virtual" operating system to run inside your existing computer software. But is it not for the feint hearted. Any other IT literate users want to try the Linux version & report back?

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  22. Totally Shit. Sent an detailed email to them 2 weeks ago informing of them of someone using my VAT number illegally, only to get a really helpful link to a .... 'contact us' page!! That what I just did you dumb f***!

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  23. I had the problem after updating the RTI, contacted helpdesk and this is what they sent me after a week or so, I have not tried this but it might help someone:

    You recently contacted our Online Services Helpdesk about a problem you were experiencing with the Basic PAYE Tools Real Time Information (RTI). Please follow the guidance below and this should resolve the problem.
    Before following this guidance please make sure that the Basic PAYE Tools RTI is closed.
    1. Hold down the Windows key and then the R key at the same time. This will make the 'Run' window appear. You can now release the keys.
    If your keyboard does not have a Windows key you can get to the 'Run' window by following the steps below relating to your operating system.
    Windows XP:
    Press Start and then select Run.
    Windows Vista/7:
    Press Start (Orb) and type Run in the search box, now press the Enter key.
    2. In the 'Run' window type: %appdata%\HMRC
    3. Now select 'OK'
    4. A new window will open and you will see a folder called 'payetools-rti', right click on the folder and select 'Rename'. Rename the folder to: payetools-rtix.
    5. Now open the 'payetools-rtix' folder.
    6. Open the 'Backups' folder.
    7. Look for the most recent backup file before you performed the update. If you do not see a date next to each backup file, please change the view to details and this will show the dates.
    8. Right click on the backup file and select 'Copy'
    9. Close the window and return to your Desktop
    10. Right click in an open space and select 'Paste' (this will paste the file onto the Desktop). Please make a note of the file name.
    11. Open the Basic PAYE Tools RTI (this may take longer to load than usual).
    12. Select 'Restore your data'
    13. Select the 'Browse' button and browse to the backup file located on the Desktop (the name of which you noted earlier).
    14. Double left click on the file
    15. Select 'Next'
    Your data should now be restored to the point before you installed the update to your Basic PAYE Tools RTI and you will be able to continue using it.
    If you have any problems following the above guidance, please contact the Online Services Helpdesk on 0300 200 3600, quoting your EARS reference number, and they will refer the case back to us.

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    Replies
    1. We have vista and have been using RTI since the beginning. We have all the backup information on an external hard drive .Our computer has just come back from repair so we tried to download Basic PAYE Tools again. The logo appears on the screen but we can't get it to launch. HELPDESK are useless Vista is now missing from the compatabilty list and they can't advise us what to do...other than use another computer!

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    2. Thanks so much for posting this. I was tearing my hair out when the Restore failed to restore when trying to transfer to another pc and this did the trick. Am still baffled by why the restore didn't work - but time to move on!!!

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    3. Give that person a medal! Thank you so much, it has worked and have been trying for an entire week to sort the problem. HMRC are useless at resolving problems and answering the telephone. Cheers

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  24. The 15 point helpdesk info above actually worked. Really simple to do also. All of our data was instantly restored and none of it lost.
    I initially had the problem of installing the update and not being able to open the PAYE-RTI after installation.

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  25. The 15 point didn't work for me. I went back to a database months ago and still the same. When I restore a database, I get an Internal Error message at the end of the restore process. However the data is all restored but when you exit the program, you can't get back into it like before. A shame of a program.

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  26. I said something rude about the program on 26 Oct. So after talking to my auditor (he's been to a seminar) he says that HMRC is not permitted to provide free software, since this offends EU competition rules. Providing the PAYE Basic free version therefore breaches those rules - it would put all software providers out of business. So, this has been developed as a program which "just about does the job" but is nowhere as good as it should be. Meantime, I will try just paying myself double salary next time, because one payment is missing. Might work?? At present HMRC says I've paid a lot too much tax. Maybe this trick will catch up. Must be careful about NI being affected adversely.

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  27. RTI is Shite - clean install on brand new Win 7 machine = crashes.
    Support did not have a scooby... Tired to blame my firewall settings, utter rubbish.

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  28. Thank you so much for the 15 points above. It has worked and we are now working again.

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  29. It is literally a heap of shit. First could not install. Errors and crashes during submission. about 10 phone calls and 4 unhelpful support emails.

    Why the fuck can they not just make something decent?!

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  30. As I said on 16 December, they may have a problem, but I don't believe that is a good enough reason for putting out rubbish. The previous software worked fine - had no trouble with it. Don't know why the basics were not carried forward into the RTI version - it would have worked then!. I met my MP on 20 Dec and gave him a brief. He undertook to buttonhole the minister himself and has promised a reply. "It may not be the reply you want", he said. I'll be back with the outcome. Oh Yeah, Happy New Year Everyone.

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  31. What's going on with this program ? I have a very good spec desktop computer running windows 7 (32bit 4gb RAM) - yet it takes a minute or more to get beyond the opening screen and sometimes it doesn't even do that - just disappears. The computer engineer doesn't know what the problem is - the HMRC help line offers no help. Yesterday I got past the opening screen, put in my information and pressed Submit and it just closed !

    I'm trying to run it using Internet Explorer - would it be better in another Browser ?
    Or does it need some specific supporting software does anyone know ?

    My new Windows 7 computer works great otherwise.

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    Replies
    1. I found a problem some 6 weeks ago, must have coincided with an update or something - running windows 7 on decent spec machine and suddenly I cannot get RTI to open fully. It shows on the taskbar but does not go to full screen. I can get round the problem in assistive mode but worried that too will go bang one day.

      Any one else had the same issue?

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  32. 12 months of successful submissions with confirmation emails. Then send end of year submission on 05/04/14 Then on 07/04/14 add month 1 payments. Then go to produce P60’s for last year. Total amounts paid are all wrong. 90 minutes later, help desk say they are missing month 12. We sent it and have confirmation. 3 more phone calls and 4 hours later, finally advised to re-enter month 12. RTI won’t allow this – big red error message, but now have that attempt in the unsubmitted list with no way to delete it. Also advised to manually produce P60’s. What?

    So our local data and email confirmations are correct. HMRC have missing data and they expect us to correct it for them!!! SERIOUSLY????

    I asked how we can know in future if we receive a successful confirmation of submission and they don’t receive it. How can their server even send the response if it didn’t receive our submission? Do we need to phone every month to check they received it? Their answer: “...it won’t happen”

    Well, it did and we have the proof. Guess we’ll just wait for the penalty fiasco and more wasted hours of our lives waiting for someone to answer our calls.

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  33. Shameless - HMRC cannot cope with EOY submissions today, endless polling only to be told check back later within 30 days for status update. If it cannotcope today 11th April, what will happen next week, especially as Easter is looming. 17th Could be a complete crash day

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    1. Having exactly the same problem as you with endless polling. Only this time it is my first FPS for 2014/2015. Have set my program to timeout after 3 hours, but I hope I don't get charged a penalty as my PAYE payment day is today (w/e 11/04/2014).

      To test it is not my program (BrightPay), I opened up my 2013/2014 software version and did a test EPS - and that is having the same polling issue.

      Not good....

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  34. Still can't file anything 12th April

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  35. I am also having the same problem, submitting my week 1. It says submission timed out. Now unable to contact helpdesk until Monday!

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  36. Only HMRC will tell you questions need to be answered after the final submission has already taken place!! These should have been raised in March at the latest.

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  37. Same problem yesterday evening filing a final EPS.
    Our system (IRIS PAYE Master) just kept repeat polling.
    Tried again a few times and gave up as then received a submission confirmation email.
    Then received over 50 further filing confirmations over last 24 hours.
    Interesting !!!
    Just what we need with payroll year ends.

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  38. trying to submit my fps and eps using rti software goes on hold when I click on error it says timed out! wtf!

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  39. I am getting error message 0003 unable to coneect to the Government Gateway.
    Why ? anyone know ?

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  40. I too am being bombarded with confirmation emails. It is Sunday so we can't contact the Helpline. I couldn't get through when I tried yesterday after getting them thick and fast.

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  41. Similar issues here, trying to submit our first 2014-2015 FPS for April Payroll through QuickBooks. Just get a message back saying that the HMRC server has not responded. Phoned the Online Services Helpdesk yesterday and they confirmed that there is a known problem with the HMRC servers, which is being investigated. No certain timescale for a fix, and it was suggested that we try again "next week". As per those who have experienced the confirmation email bombardments, the explanation is that submissions are reaching HMRC but there is not a timely acknowledgement coming back from HMRC, hence the RTI software thinks the submission has failed. I've wasted hours over the past year with reconciliation issues, getting RTI going in the first place, dealing with rubbish software that offers no real information back despite somehow achieving HMRC approval (QuickBooks 2013, but the 2014 version is better). User experience to date is disappointing to say the least.

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  42. Just spent a whole day and most recently over an hour on hold with the help desk following old computer's hard drive crashing, new computer install, lost data, lost back-up, re-entering data manually and doing an Earlier Year Update to get round 2 missing submissions.

    Funny I never had that sort of problem with paper.

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  43. entered Desktop RTI Icon for new year 2014/15, dialogue box as usual update or update later, pressed update did its usual then when I went back in to enter first pay week software will not allow me in with permission denied and an Errno13 display, now need to allow at least an hour to get through to the helpdesk to try to resolve, in meantime workers have had to be paid an amount to hopefully cover all deductions. Apparently a corrupted download not my fault - anyone else had this issue?

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    1. exactly the same has happened to me - i was able to enter details for employees at week 1. at week 2 - entered details again - then - internet on my computer crashed and couldn't send submissions. week 3 - access denied - errno 13 - helpline suggested a 'shortcut' problem from icon to programme. then - suggested i send files so the technical team can have a look - um yeh!! but i already stated i have no internet. it would seem there is a software issue with hmrc's product. i have had a computer technician working on it - i have internet back - but - still cannot open the software - even we downloaded the software from new - it still just crashes on me. really fed up as computing doesn't come easy to us all!! i don't know whether to try downloading the software on my pc at home - but i don't want to encourage further problems. have been reviewing sage instant payroll - which is reasonable price to buy software though yearly subscriptions are expensive. that said - with all the hassles i have had that would be the least of my worries to have a product that works!!

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  44. I just submitted details today (25th April) of a leaver with leaving date 30th April, and I was told the submission was late. How does that work then?

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  45. 6th attempt at Employer Helpline 3 sorry we can't help you and 3 queues of over 10 minutes!

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  46. Make Sure you download the 2014/2015 version of the PAYE Basic Tools so that you can print out the P60. I was getting errors when trying using 2013/2014. I assumed that the software would go to to next year but that's not the case. You must download the latest version for the next tax year.

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    1. Having eventually got through to helpline I was on a total of 1.5 hours. Followed the instructions piece by piece from a very nice lady in Longbenton, still would not let me access Tools, she told me to download new version 2014/15, did so and it still did not work. I sent them an email again under instruction with the BTools log attached and was told my problem was being escalated?? Confirmation email arrived stating they had received my email and data and would be looked at by their technicians and may take a few days - a week later pay day is here again and its back to the calculators on their website. Guess I will just have to wait for them to respond - thankfully late submissions are not penalised however my men cannot have a P60 because it is only available when you start new year. I like someone above got an ErrNo13 so currently I cannot access Basic Tools even the new version - currupted files!

      Delete
  47. Something should be done about the employers helpline. Have tried to contact them today regarding a credit of SSP showing on my employers dashboard that should not be there for 2013/14. First on hold for 20 mins to be told by a man that he needed to transfer me as he could not help, back on hold for another 20 mins so far and still waiting!!!!! How are they allowed to run a service that is so shambolic. I am going to write to David Cameron to sort this mess out, although I do not have much hope.

    ReplyDelete
  48. Let me add my frustrations about Osborne's RTI...
    After 2013-14 EPS submission, the first payment for 2014-15 (26/04/2014) turned to be a nightmare. I have updated the employee payment details then done FPS to clear the outstanding submissions and then my problem started from there, EPS activated showing outstanding submissions which read EmpAllceInd. I viewed the EPS outstanding submissions and the notes touched something like NI £2000 allowance for employers. I went ahead and submitted the EPS which then wiped previous year (13-14) data including P60s. Help desk guys are not helpful either.

    ReplyDelete
  49. 10bn IT system? :
    http://www.accountingweb.co.uk/article/hmrc-aspire-it-costs-double-104bn/561756

    Tax doesn't need to be taxing!

    Rti issue EYA keeps adding on not replacing totals- so I have 6 x PAYE year end totals - I'm using software but HMRC "computers say no" and want it corrected Manually on their basic online tool. # Pulling my hair out

    ReplyDelete
  50. I have two employers set up on Basic PAYE Tools but need to delete one of the employers and transfer the data for that particular employer to another computer. Is this a simple task...?? NO! I cannot back up data for just one employer - and if I back up data for both employers I cannot transfer data for just one employer to another computer.
    Tried phoning what HMRC call their "Helpline". After spending over 30 minutes on hold I gave up. So I have spent half a day trying unsuccessfully to achieve a very simple task.
    No help online.

    ReplyDelete
    Replies
    1. Did you manage to find a solution to this problem as I am also in this situation. I was thinking of P45ing off the employees and re-entering all information on another computer but don't know if this will cause any other problems that I haven't thought of.

      Delete
    2. Any solutions to this yet? HMRC helpline have told me there isn't one. I have 3 employers on my system but I am no longer responsible for one of them and so need to remove it from my system and transfer to the new administrator. The new admin can set up an independent RTI of course, but the 2016/17 update won't let me ignore the employer for which I am no longer responsible and how do I transfer the historical data to the new administrator?

      Delete
  51. what does submission on hold mean and how do i get round this?? Hate RTI.

    ReplyDelete
    Replies
    1. I've just got this message too, any help out there?

      Delete
    2. I think HMRC had a server problem yesterday, you should be able to re-send the on hold submission by clicking resume at the bottom of the page

      Delete
  52. I have the same problem and no one answering the helpline. They finish work at 4pm.

    ReplyDelete
  53. anyone know how to correct a expired submission within basic paye tools

    ReplyDelete
  54. I've been trying to submit my return all afternoon/evening but it keeps saying there is a problem with my internet connection. (If it's not the 'internet connection' it would only be something else)! Is anyone else having the same problem? I'm taking screen shots of proof I've tried but has anyone had a £100 penalty and successfully appealed because RTI is so shite?

    ReplyDelete
  55. Hello
    Could some one help me please my wage is submitted to RTI by two accountants for the same month. Is there anyways to cancel one ? Thanks

    ReplyDelete
    Replies
    1. I had the same problem but one of them contacted HMRC to ask for their submission to be removed.

      Delete
  56. I have to admit that I have found the whole RTI things completely painless. When I have had a query, HMRC staff have been polite and efficient. Maybe I have just been lucky as although staff count has never exceeded 10, we have had a good number of short-term staff with just about every conceivable complication (or so it seems). Honestly, I have found the RTI initiative one of the least intrusive or problematic issues with being an employer.

    ReplyDelete
  57. I have used basic paye tools relatively painlessly for a few years. Notified to download a new versin for 15/16 I went to the HMRC site to download and found the link says “Download basic PAYE tools for Windows – except Vista”. I run a PC with Vista! And probably so do 1000s of others. Has anyone got any info on whether HMRC has stopped supporting Vista. I tried emailling and got no response. The helpline just plays horrible music and thanks me for waiting every minute or so..........................

    ReplyDelete
    Replies
    1. Their website link says “Download basic PAYE tools for Windows – except Vista”, however i phoned HMRC to query where the link was for Vista users and they said i can use this link, it works for Vista users but they just dont 'support' it whatever that means. Si i downloaded the update fine, it worked. Im just waiting for 2015/16 to show, when will that be released?! No news anywhere about it! Phoned HMRC, they said all being well 2nd April!?

      Delete
  58. Sofar the program worked flawlessly. When will I see the new year 2015/2016 in Basic Tools RTI? Does anyone already can see it? Just to check NI/Tax payments for the future.

    Thanks a lot.

    ReplyDelete
    Replies
    1. Supposedly 2nd April 2015 according to HMRC helpdesk, might be earlier, might be later, depends!? Helpful. Why dont they have anything about it on their website, cant find a single thing. I cant even find their tax and ni calculators for 2015/6, they are usually on their website by now. Not having much luck this year end so far!

      Delete
  59. I am trying to submit my final submissions for March 2015 but they keep getting refused. One of the directors where I work turned 65 in March so his NI code was changed to C but because he's a director when I put his wage figure in for March and the NI was sorted for the whole year the program worked out he was owed a refund. so good so far but now when I try to submit it won't let me because there shouldn't in theory be a figure in that column because he has code C, but their system put it there. I don't know what to do to get the submission through. I rung the helpline but haven't managed to get through. Help!

    ReplyDelete
  60. I totally agree with everyone that this system is SHIT - and then we - the hapless user- are the ones who have to spend hours on the phone trying to get help which usually is not forthcoming or involves us - the hapless user - spending hours on the phone and then further hours inputting all the data again. What planet are HMRC on that they think we all have these endless hours to spare. Their staff may have lots of time on their hands but the rest of the world outside is trying to earn a living. Its a disgusting way to treat us all and all I can say is SHAME ON YOU HMRC - if this was the private sector you would all be sacked!

    ReplyDelete
  61. The latest version will not download for windows 7, vista or previous windows. The version we had stopped downloading updates because as HMRC state "Existing users must download and install the software again if they’re not using the latest version" ... It transpires that setting payetools to download updates automatically was a waste of time because for the past 8 months only the latest version can download updates. How the hell was I suppose to know that ?!!!! I am now facing huge penalties caused because I was unaware that it was my responsibility to check HMRC payetools website manually at least every month being a muppet I relied instead on their untrue statements that payetools software works.

    ReplyDelete
    Replies
    1. Why are you getting penalties? Didnt you get a successful submission email from HMRC each time you submitted? If so, then you filed sucessfully didnt you? I only updated my software a few days ago as i also didnt know i had to be using the version, i thought my updates were automatic, but my submissions still went through ok. I phoned HMRC to query when i would see 2015/16 and he told me to update my version to the latest version or i wouldnt automatically get the 2015/16 update, no mention of any penalties for not being on the correct version

      Delete
    2. I am same and struggling with the daft thing .. I managed to download a zip file and I noticed the basic tools had changed to the new number .. my dilemma is the flippin zip file .. not being computer literate .. how the hell do I open I
      t .. grrrr

      Delete
  62. Can any one run 2015/16 using BPT RTI yet?

    ReplyDelete
    Replies
    1. I have completed my final submission at least 8 times and still do not get the option for 2015/16

      Delete
  63. Have you found a download for it? I can't find one anywhere. Really annoying!

    ReplyDelete
  64. HMRC online services have advised that the 2015/16 update will be released at some point today 2nd April, however they were uncertain what time. The only advice they gave was to open and close the program to check if it had been released, obviously thinking we have nothing better to do all day. Chances are it will be released at 5pm to ruin those going on their Easter Holidays.

    ReplyDelete
  65. Update for 2015/16 is now ready to download. If it doesn't come up on the screen when the program is first opened, go into settings and click on 'check now' for updates and it should bring up the update box to begin the download.

    ReplyDelete
  66. Thank you. You have been 100% more helpful than HMRC.

    ReplyDelete
  67. whenever i do check for updates i get - An error occurred while connecting to the update server. Please try again later. - anyone got any ideas.

    ReplyDelete
    Replies
    1. me too. I'm using linux by the way, but I'm guessing other people with the problem are using windows.

      Delete
  68. Same problem Can anyone help

    ReplyDelete
  69. Apparently you have to download the new version
    https://www.gov.uk/basic-paye-tools

    ReplyDelete
  70. Hi, had the same problem - "an error occurred while connecting to the update server" & also could not access P60s - turns out we were using an out of date version of RTI (June 2014) despite auto update being selected (wouldn't have known except for comments above - thanks) when we updated to the current version P60s were available & 2015/2016 appeared. Thanks for all the help, reading the comments on here was more helpful than the HMRC website!

    ReplyDelete
    Replies
    1. I'm still getting the same error message when I click on the 'update' button. How did you get round this? When I go to gov.uk/basic-paye-tools the link is for 2012/13 I cant seem to find the latest version.

      Delete
  71. I wonder if the RTI team would explain to my employees why they cant receive their pay this week.....

    ReplyDelete
  72. Have tried to download the 2015-2016 update from www.gov.uk. Works fine until you try to run it. After a 35 minute wait on the helpline, HMRC told me it's probably a problem with my computer firewall, but I haven't changed any settings at all. He also said that thousands of people have managed to get the updated version successfully.

    ReplyDelete
  73. My workers like Angela above will not be paid this week thanks to the RTI team. Have waited for a response to telephone call for over an hour but no one came. Feeling suicidal!!!!

    ReplyDelete
  74. Update to above comment - sorted thanks to you all, down loaded newest version and all worked. Thanks again. I hate RTI!!!!

    ReplyDelete
  75. I have finally managed to complete end of year Basic Tools is shite, but by going to this site and downloading again I could access 15/16 and P60's. Hope this helps https://www.gov.uk/basic-paye-tools/download-for-this-tax-year

    ReplyDelete
    Replies
    1. I am still getting an error when i come to run my new version....i was told it was my firewall but same as you i have changed nothing... at a loss as no payroll can be run!!!

      Delete
    2. Thanks, have followed your advice Angela, and after days of frustration trying print off P60s and access 15/16, got it. Why cant HMRC give clear instructions!!!
      Thanks again you have saved me the horror of phoning the very unhelpful Helpline.

      Delete
  76. such a crappy program, we have auto updates on and it refused to update to new tax year!
    Have no downloaded from https://www.gov.uk/basic-paye-tools but it describes it as basic paye tools not RTi and says its for tax year 12/13 when its for 15/16. Useless! Glad ive got it sprted now though so P60s and wages can be done at last!

    ReplyDelete
  77. I downloaded update and now cannot open programme at all so cannot do P60's or start new tax year - waiting on response from helpdesk - starting to worry now !!!

    ReplyDelete
  78. Iv carried out my final submissions, then tried to do the P60 but it comes up with an error saying the forms for this tax year are not yet available, i wondered if this was because of being before April the 5th, but now its after, any ideas anyone, has anyone managed to do it yet ?? TIA

    ReplyDelete
  79. Thanks to all, saved my sanity ! I had downloaded the update but didn't realise I had to open the zip file. P60 now printed and 2015 - 2016 there too :)

    ReplyDelete
    Replies
    1. Many thanks to all involved with this Web Site. I too assumed that, having automatic updates set to on in my PAYE Tools software, I would get the update allowing me to print P60s. This is not the case and you must download the latest version before you can print P60s and move to 2015/2016.

      Delete
  80. I can't believe it - so happy I accidentally found this web site. I was seriously having a mental breakdown just trying to speak to some one in HMRC yesterday and this morning from 8am ! I don't believe how HMRC have not posted far & wide about the need to download 2015-16 before you can do the P60s. Yes there is an automated message about downloading updates but at no time does it tell you that's why you can't close off 2014-15. Grrr !!! I am so pissed at HMRC they have just wasted 4 hours of my life and a hefty phone bill and STILL they never answered my 'simple' problem, which looks like it was their 'problem' all along. Looks like I wasn't geting auto up dates either when I checked. OMG I'd still be on the phone now if I hadn't chanced to look on here. I have two degrees (one's a Masters) so much for user friendly !!!!

    ReplyDelete
    Replies
    1. This is the constant problem with HMRC, nothing ever makes sense, none of their employees can explain anything and they constantly try to overcharge and rip people off. HMRC has no idea what it's doing, none of their staff seem to work in cohesion with the others and hardly any of them have any basic general common sense or knowledge of how to do their job.
      All HMRC staff should be sacked for incompetence and a IQ test involved in hiring new HMRC staff, to filter out the incompetent staff they are currently consisted of.

      Delete
  81. Thank goodness I came across this page. I have been ringing HMRC and like everyone else every time I ring I have at least a 30 min wait and then they don't know how to help and their answer is always to ring the other number. Does anyone know if Basic PAYE tools has an option for holiday pay for the national insurance. It works out the tax ok but if you put a future date in for holidays it calculates NI on the total amount as one week instead of 2 or 3?

    ReplyDelete
  82. Has anyone downloaded the update, and then not been able to open due to problems accessing the database? Have checked permissions and can see no issues. Got the final submission in before updating, but no P60s and cant run my 6 April payroll.......ggggrrrrr

    ReplyDelete
    Replies
    1. YES! Help! Exactly this has happened to me & I urgently need to run a payroll & can't. Did you fix this prob & if so, HOW?? Any advice gratefully received.

      Delete
    2. My problem exactly. Has anyone solved it?

      Delete
  83. Thank you to everyone for putting your issues on here, you have just saved me a phonecall to the Inland Revenue tomorrow! I have been trawling the HMRC website trying to work out why i couldnt Open my P60's and why i couldnt see the 2015-16 new tax year on the Basic PAYE Tool. You have answered my questions, i just needed to download the new version (that actually states 2012-13 version on the HMRC website!) as my automatic updates that i thought i had setup this year hadnt been working! So all sorted now thank you.

    ReplyDelete
  84. 41.5 mb version has just appearaed in last 5 minutes on the site

    https://www.gov.uk/basic-paye-tools/download-for-this-tax-year
    so thank you hmrc for working all weekend, a month late but it seems to be here at last.

    ReplyDelete
  85. Setting up a calendar reminder for 2016 as I recall I had to download an update in 2014 to see the P60's

    ReplyDelete
    Replies
    1. Good idea to set reminder. Every year has been same - whether RTI or old 'Disc' format - you had to download latest version or be sent the disc before you could start the new year & issue P60's for the old year. Another bit of advice - P60's don't need to be issued until 31 May each year so don;t be too hasty issuing them as soon as the year ends 5 April, especially if you then discover an error after you have issued them!

      Delete
  86. It was my comment at 18.17 The program downloaded, extracted ok and installed in the folder I selected. It loaded up and the logo appeared for ages. ( a few minutes) then the program started up and appears to look acceptable.
    I only wanted it as I need to do the p60 s for last year. I switched to Brightpay on saturday for this year so I can use the pension system with it when we get it organised. I have decided to become a Brightpay partner as the payroll was instant once the employee info had been incorporated, and you can use the regular wage instead of inputting fresh each week. My client pays his guys net and I have to calculate the gross on excel, so this should be easier now. One point on Brightpay, start with settings and tick SHOW NI number. Initially I had no box to fill in the NI until I clicked the setting. Get Brightpay from me jhudson95 gmail and I will support you out of hours if I can. I used to support MYOB.

    ReplyDelete
  87. This is a farce...I mean that there is more information here than on the national Gov.uk website - LU DI CROUS ! - just had my one weeks holiday (per year) and got back assuming 2015-16 would be obvious to update to but NOT A SAUSAGE !!!! its sunday night and I should be unpacking etc but rushed into work instead to catch the pre-midnight deadline!!!!!! what the HeLL ?!!!!!

    ReplyDelete
  88. I too have had all the problems listed above. From Googling all my problems over the last few days, finally realised that the 'latest' version is still listed on their site as 2013. I downloaded that over the w/e, but I can't complete the installation. Part way through I get the message 'Basic Tools is still running. Exit the application yourself and retry' There isn't another window open with it. I have exited everything, restarted computer, gone to the website again to download, install etc and get to exactly the same place. Have also tried the option 'Kill: Try to close Basic PAYE Tools automatically, then continue with the installation.' Tried this several times - same loop of messages. Weirdly, I've just done it again, and it is now installing.....
    I'll go and see if I can finally open an updated version and do the P60s. I had to pay a basic guessed wage to our staff this morning to their bank accounts, which should have been in their a/cs last Friday. I'll adjust it later this week with any top up, once I can sort this mess.
    When I was on hold for my turn on the Helpline this morning, I got a message eventually telling me they were too 'busy, try again later, goodbye' !!

    ReplyDelete
  89. Help please. Can't open recent download. because 'developer is unknown'. Phoned helpline for another problem. The guy told me he thought he knew how to solve it, but could not tell me, as was not part of his job description! Had to phone the Technical help desk.

    ReplyDelete
  90. Please can anyone help, when I try to submit week 1 full payment submission from Sage I get this message - 'the information cannot be submitted electronically because HMRC do not accept submissions of this type for the 2015/2016 tax year'

    ReplyDelete
  91. Submitted my FPS but forgot to include month 12 summary. Now the system has been updated, Trying to make month 12 (2014-2015)payment and submissions but the system has automatically gone to Month1 (2015-2016). Not sure what to do. Plus HMRC has a section for unpaid Employer contribution, but the software doesn't show this calculation. How do I calculate monthly how much my Employer contribution should be. I am new and doing everything all by myself, so I want to get it right to avoid any penalties. Help!!

    ReplyDelete
    Replies
    1. I think there is a tab for each year you have been on RTI. You should be able to go back to 14/15 data to do final submission.

      Delete
  92. Thank goodness I found this forum. Been trying for ages to print off P60's and find the 2015-16 update. All sorted out now, but what a performance. No way would I ever have downloaded 2012-13 in order to get to 2015-16. We must all be very clever to sort it out in the first place, but I don't think any of us are mind readers.

    ReplyDelete
  93. Back on here again ! I have found I cannot delete an employee from my PAYE...tells me to put in a leaving date if I cannot ...hello ? WHERE ???
    So annoying ! Good job its only a paperboy... and I'm not going to waste another day of my life on the phone to tell them them for that someone earning £12 a week is leaving...anyone else got this problem ?

    ReplyDelete
  94. Does anyone know how to transfer the basic paye tools from an old computer and onto a new computer? All I can find is to transfer it onto another computer that is networked!

    Thanks for any help in advance!

    ReplyDelete
  95. After 3 hours waiting for HMRC found this site and answered my P60 question - 1000 thanks.

    How effing difficult would it be to tag onto that helpline announcement "If you cant open P60s, download the new version" Obviously much easier to waste all our time instead

    ReplyDelete
  96. Has anyone had an error when trying to run the exe file to load new update. Have been trying for a week to speak to HMRC but keep being cut off and now one of the phonelines is unattainable! Can not do April payroll or P60's. I can not run the update it comes up with this error:-
    \users\user\AppData\Local\Temp/cleanup.bat"C:\Program Files(x86)\HMRC\payetools-rti"
    "manifest_patch_cleanup_win_15.0.15048.300":
    '"C:\Users\USER\AppData\Roaming\Microsoft\Windows\IEUpdate\TapiUnattend.exe"'
    is not recognized as an internal or external command

    Anyone got any ideas, they would be welcome!

    ReplyDelete
    Replies
    1. I've had the same problem. Logged the call with HMRC 5 days ago and still waiting to hear.

      Delete
    2. Had a call from HMRC on Friday but was not here so still not been sorted. I have done a work around. The new update downloaded and setup OK on my laptop. So, on the PC where the problem lies I went to the HMRC PAYE TOOLS folder in program files, made a new folder within it and named it old. Put last years program in the folder as it has historical detail not to be lost, and then copied the new program from the laptop program folder to the PC folder. I am now able to open the RTI tools program and it is with the 15/16 and low and behold it has picked up on the previous years data. Do not know if a problem will occur later but at least I was able to do the P60s and Aprils payroll and submit. Stressed or what? Now HMRC what do I do next?

      Delete
  97. Does anyone know if you can use a laptop and computer to download Basic PAYE Tools or can you only use one at once as I will not be at home every end of month

    ReplyDelete
    Replies
    1. you can operate your Basic PAYE tools on a many different computer/laptops you want, although the more computers you use the more of a nightmare it would become to maintain.
      My suggestion would be to use your desktop PC as primary computer to report on and after each weekly/fortnightly/4weekly/monthly RTI submission use use the "back up your data" function on the basic tools homepage and call it something like "W1(tax week1) or M1(tax month1) for the relevant month your backing up then email the backup or keep it on a usb stick.

      You could then use the "restore your data" function on the basic tools homepage and select your most recent backup using the browse button (this would either be saved to a specific location from your email or located on usb drive etc) to update your laptops basic PAYE tools with all the most recent data added onto your primary desktop.

      Also it is good to know that you could do your rti in the following way
      M1 - submitted via desktop PC
      M2 - submitted via Laptop
      M3 - submitted via desktop PC
      M4 - submitted via Laptop
      etc....
      it is just important to keep both PC and laptop up to date with most recent back ups for each month otherwise any P45 or P60 you create for employees will be a disaster.

      I hope this helps

      Delete
  98. Hi, have looked at your forum loads and it has been incredibly helpful - many thanks for that!

    Does anyone know if, once a company has ceased trading, it can be deleted from the RTI system or will it stay there for ever and a day? All the P45s and final submissions have been done but would be good if I could get rid of it as it will not trade again.

    ReplyDelete
    Replies
    1. Hi

      from what you have said you have ceased trading, all employee's have been terminated + given p45's and final submission has been sent.

      Depending on what software you use some have a facility to cease the PAYE scheme through an RTI submission once all the actions you mentioned above have been taken. If this facility is not available then you would need to contact HMRC employer helpline on 0300 200 3200 to explain your software does allow you to close the PAYE scheme.

      Once a PAYE scheme has been closed it will remain available(however inactive) for 1 tax year after the tax year it originally ceased in. for example if a PAYE scheme closed on 10/10/2014 then it would remain until 05/04/2016(however still inactive meaning no RTI submissions required) but from the 06/04/2016 that scheme cant be reactivated so a brand new PAYE scheme would be required with different PAYE ref/accounts office ref

      I hope this helps

      Delete
  99. Hi,

    Thank you for all the info which is really helpful.

    ReplyDelete
  100. Morning.
    I was doing the year end for my two staff and the RTI wouldn't let me pay in 2015/16 and I didn't know that I had to download an update - so I went into the last submission and it ended up saving it and having to be resent. However it wouldn't send as lo and behold, it was after the cut off date. So now, I have a submission that won't send, and I can't add any payments to that person as that box is option is not available until the submission is sent...and I can't delete the submission. Any ideas? I can't delete the employee either. I don't want to mess about with putting them as a leaver - I just want to delete this submission that won't ever send.

    ReplyDelete
  101. anyone know how to correct a 'expired' submission within basic paye tools

    ReplyDelete
  102. mine wont let me into program say I need special permission I can not do anything for paye and hmrc not helping saying I need to buy new computer well its brand new this one it running windows 8 core i5 processor anyone help before I actually need a new computer as this will get thrown out of window soon

    ReplyDelete
  103. all I ever get when I try to submit a full payment is "Failed to reach Gateway server. Please check your connection to the internet and then try again" There is nothing wrong with my connection otherwise how the hell am I posting here !!!!! I have the latest version updated and there is nothing wrong with any of the data or password/id. Tomorrow I will spend 2 hours failing to get through to anyone by telephone so I will now face yet another fine for failing to submit on time. The system either DOES NOT WORK or is set up deliberately to trap innocent people into paying onerous fines.

    ReplyDelete
  104. Hope someone can help...

    I tried to submit a FPS this morning, but the submission timed out, the status is on hold and the action/error box said try again later.

    Since then I've tried to 'resume' (as instructed) quite a few times; it accepts my username and password but then when I get to the 'submission results' page, the submission type/status/ID details where you should get the 'success/failed' and the correlation ID is completely blank.

    It then sends me through the 'resume' process again.

    Is this a current known issue? I can't seem to get out of the loop...any ideas?

    ReplyDelete
    Replies
    1. Exactly the same here - retried today but no luck. My guess is that the last update has broken the software and that we'll have to wait for another update to fix this. I did try to phone and after some time I gave up waiting...

      Delete
  105. I believe that they are having IT issues their end. We can't send ours either. It was apparently resolved about 4 pm but I still can't get ours to go.

    ReplyDelete
    Replies
    1. Many thanks for the quick reply...it's not just me then. I just tried again and ours won't go either. Hopefully if it's a problem at their end there won't be fines etc. for late submissions.

      Delete
    2. Just to add...I've had the email acknowledgement from gateway.confirmation@gateway.gov.uk overnight, TWICE.

      Still stuck in the 'hold/resume' loop on the software itself though.

      Delete
    3. Update: Finally managed to get a 'success' message this morning, no longer 'on hold'. Although in the meantime I've had 3 emails from gateway.confirmation@gateway.gov.uk. I wonder if this means they've put it through 3 times....

      Delete
  106. I just got the following error message. Spent over an hour trying to sort it out. Still not submitted.

    Failed to reach Gateway server.
    Please check your connection to the internet and then try again.

    Be nice if they had an error message that didn't try and make me think something was wrong at my end, be better if it said:
    Sorry, our system is bollxd up, go down the pub and try again tomorrow.

    ReplyDelete
    Replies
    1. This comment has been removed by the author.

      Delete
    2. Exactly the same here .... I checked service avaliability and there is a problem with HMRC and NOT with my internet .... Grrrrrrrrrr

      Delete
    3. I have had this problem now for a week and been told its the firewall>i tried sending with firewall off but same message.Rang them again and was told to make sure firewall allows RTI.EXE with a 443 Port as an exception (Didnt work) Finally in desperation reloaded the Basic Tools again and hey presto connected to Government Gateway

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  107. Pleased I saw this thread. My first ever submission and thought I had set it up incorrectly . Some of mine have gone through and are now ON HOLD. It then comes up with
    " Submissions categorised as 'On hold' are those where the Correlation ID has been received but a success or fail message has not yet been received from HM Revenue & Customs (HMRC). This could be because HMRC systems were not online when the submission was sent or because you did not wait for a response message. It is important to retrieve the response so that you know whether HMRC has accepted your submission.

    The Correlation ID is a receipt which confirms that your submission has been received by the Government Gateway and passed to HMRC; it does not mean that the submission has been accepted by HMRC i.e. a successful submission. The IRmark can be used to prove that the submission received by HMRC is the same (or is not the same) as the one you sent

    Will I still get a fine?

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  108. Last 6 months - no problems at all, but yesterday and today keep getting the ON HOLD issue. I guess there's problems at HMRC as nothing has changed on my PC, and others are also getting this problem. So my advice would be to keep trying once a day until you get success, this is what I'm going to try anyway.If they fine me, I'll see them in court haha.

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  109. Same problem, 'on hold' for 2 employees. I tried the next day and one went through, the other one is still on hold. Tried the next day and still wont go through. 2 more days and its going to be late!! I'm not paying the fine!

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  110. Just spent 34 minutes listening to their piped music and now its 8pm and the "office is now closed". .... "You can ring back".... oh joy ;-)
    I have same problem as above:
    1. Submission wouldn't go thro on 22/06/15 ... so checked my connection....it was ok ... as it always is.
    2. Resubmitted.... again won't go thro.
    3. Go to hmrc website .....having problems message....so leave it for next day
    4. Overnight I get TWO successful receipt emails
    5. Next day I still have OUSTANDING SUBMISSIONS

    So are hmrc now
    1. expecting 2 payments?
    2. expecting me to resubmit to clear message?
    3. If I try this will I have to pay again?

    Why can't they put the solution on the web pages in a FAQ?

    Bet the help is outsourced and charged back to the taxpayer per minute ..... even when on hold.

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  111. Same happening to me "On hold"... although i have had a success email....

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  112. I am having the same issues again now this month sending RTI submissions to the Gateway. Just tells me to check my Internet connection. Anyone else having the same ? No service problems mentioned on HMRC web site

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  113. HMRC should realise that RTI has to be used by people with very basic IT knowledge and make the web site more user friendly, some of the error messages I have had might just as well be written in Chinese. when you hit a snag as we all know the helpline is a joke and they refer to the help which was written by the same aliens who designed the web site

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  114. Basic PAYE Tools not opening on windows 10, anyone else have this problem?

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  115. My laptop and backup media were stolen last month, I had successfully submitted employee payment up until the end of June. I have retrieved the gateway receipts for these and have the amounts paid recorded in my bank account.
    I've successfully loaded Basic PAYE and made the July submission with it.

    My question (which the HMRC email helpdesk don't seem to understand) is this - if I resubmit my April to June data in order to be able to print off P60s at year end, will this overwrite my earlier submission or will these be appended and the employees appear to have been paid twice for each month from April to June?
    Thanks
    D .

    ReplyDelete
    Replies
    1. I believe the new submission should overwrite the previous, so April - June should not be 'double-counted'. As long as you have re-populated those months with the same figures you had in your stolen laptop, you should not need to resubmit as HMRC will have those months already!

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    2. Thanks - I'll give it a try and add a comment that these are resubmissions NOT late submissions :-)
      D

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    3. Any penalty received - you should appeal - say you had IT issue.

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  116. Can I input data without submitting it? My laptop died before anything could save and I lost all my HMRC information from 2012 to date. I need to sort staff payments tomorrow but not sure what to do about April-September records. I called the 'helpline' 3 times and they were totally useless! They told me to submit a EPS for last year and this year. So confused as to what to do. If I input all the data again will it have affect the P60's? Nowhere to add a comment to match as to why submitting late - even though it isn't late! Please help!

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  117. wow it's a good site. I have see another website about "Payroll,instant w2,w2 generator" this topic.

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  118. Does anyone know how to transfer RTI to new computer. About to do Windows Easy transfer and don't know what will be included.

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  119. My wife does payroll for a small charity, and found after every annual update of HMRC Basic PAYE Tools that she could no longer submit her employee returns.

    After trawling this forum, I added an Outbound Rule to Windows Firewall for rti.exe - and that fixed it.

    To do this, go to Windows Control Panel | Firewall | Advanced Settings, and create a new OutBound Rule. Navigate to the installation directory, eg C:\Program Files\HMRC\payetools-rti and select rti.exe. Then set Firewall to allow outgoing connections for this programme.

    Hope others find this works for them

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  120. I have 3 employers on my system but I am no longer responsible for one of them and so need to remove it from my system and transfer to the new administrator. The new admin can set up an independent RTI of course, but the 2016/17 update won't let me ignore the employer for which I am no longer responsible and how do I transfer the historical data to the new administrator? HMRC 'tech support' didn't know the answer.

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  121. Has anyone had problems with End of Year 2015-2016 ? Submitted FPS and went to update payroll software, we're using Linux, and got locked out of payroll completely. Spoke with HMRC who acknowledge "They have software problem" Am awaiting a technical support call back !!! I have no way of accessing HMRC Basic PAYE at all. Any help would be appreciated.

    ReplyDelete
    Replies
    1. Yes. Tried it on 3 computers with same result. HMRC have been dealing with it since 5th April but never return calls. I have a feeling the 2015/16 version is not compatible with Windows 10 64bit as the installer says "32bit." The previous versions worked on both 32bit and 64bit. Can't get any help at all and I have a back-up of info,

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  122. I just can't remember what I did at the end of the last tax year ............. do we have to file a return? If so, where and how? I've sent the final payment details and changed the year to 16-17 but have a mental block as to what else. I think that's all I do on the basic PAYE tools but do I have to do anything on HMRC website? Anyone please help me ?

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  123. Has anyone else had a problem printing off P60s? I have done everything advised by the HMRC helpline and still can't print them off. I get an INTERNAL ERROR MESSAGE telling me to go back to the home page and follow the link which is what I've been doing anyway. Was told it's something to do with adobe but gone through all that too. Any help would be much appreciated.

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  124. Hi can anyone help. I have submitted fps and went to submitted month 1 of 16/17 rti but the years not there. They told me to download new version 16, I done this and cannot access it at all. I keep getting message could not access database check permission to access. I have changed firewall to accept rti.exe still not working. Can anyone help as I really do not want to waste a day trying to contact them. Thanks

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  125. has anyone had a problem with p45's on the 2016-17 Basic Paye Tools.

    I add the leaving date and send the submission.
    Submission comes back successful.
    When I go back to access the P45, the status is showing un-submitted and the action box is empty?

    puzzled.

    ReplyDelete
    Replies
    1. I have had this problem. I had a leaver on 8.4.16 and processed their leaving pay etc and have had the same problem with no p45. I phoned the helpline and was told to process a nil pay for 9.4.16 and submit this. This has cocked everything up and even though the original pay was submitted with a nil tax deduction, the basic tools has now changed his tax code to 0T.M1. This has now somehow changed his tax to £173. How can this be when the original payment had already been submitted. I have been on the phone to helpline and have even had to submit a copy of our RTI files via email to Inland Revenue. This was 10 days ago, and I now need to process every one elses payroll. I rang Technical yesterday and was told the files were still waiting to be sorted and they suggested I rang Helpline which I did. They are all reading from a script and I told them they were very unhelpful and that I had already sourced their information from google myself. I am now in a situation whereby I cant submit the remaining salaries due to the tax alteration on my leaver so will therefore probably incur penalties for late submission. HMRC are definately shite!

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    2. I have exactly same problem, could you please tell me if your has been already sorted ? Any advise? I really hate to call HMRC, they seems to give always same stupid excuses.

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  126. If you ceased trading and have ask Employee helpline to re-active Basic PAYE-Tool to be re-active. How long do we need to wait for it to be re-opened? and does that include weekends?

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  127. I have a Deduction Earnings Attachment for an employee and I just wondered if anyone had any experience making a deduction from pay using Basic Tools RTI? There are no options to make deductions, aside from pensions and student loans, so I have not the foggiest on how to do this using this software. Any advice (not including 'use a different payroll software'!) would be appreciated!!

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  128. Hi wondered if anyone has had problems with basic tools this year 2016/17 being extremely slow and problems also with their submissions, have used this software for years now hmrc are saying it was not designed for agents, up to now. have not had many problems apart from the usual.

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  129. i have also used this software for years, but since update cannot produce a P45 for a leaver....i contacted hmrc 5th may...they were aware of the problem and requested i upload my file and some other data to them, email response was i would be updated in a few days....that was over 2 weeks ago...the ex employee is not giving me abuse as they think i am being awkward...i called hmrc today be told they are working on the issue!!!

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  130. I still cannot get my head around the need to send nil returns. As a small company with 2 directors, if time or cash flow dictate we may delay paying salaries until early the following month. It seems a waste of time having to send a return to say nothing was paid and then a few days later send another return when a payment has been made. If a payment had been made they would of had a return, but it seems that is too simple for hmrc.

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  131. Having problems with submissions - pc locks up, or "Warning: you have been directed to this screen to ensure that you are shown the latest status" then nothing happens, locks up again. Go back later to try re-submitting and it may say "submitting" but it never actually submits, get stuck there. Can't submit "employee leaving" so had to order paper P45's but this means the final information isn't going to HMRC so the employee will be in a muddle as it will look as if he has 2 jobs! Loads more going on with submissions: unsubmitted! expired! submitting! (obviously stuck on submitting so can't even retry this)!! Wish I could go back to PAPER!!

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  132. Continually On-hold submission....what's going on!!!!

    ReplyDelete
    Replies
    1. Same here! Been happening for weeks now :(

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  133. My Basic Tools has also gone extremely slow, very frustrating when you have quite a few payrolls to do. Also what are the expired submissions. They first of all show as success but then next time you go into the company they show as expired?

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  134. Does anyone know when the 2017/18 update will occur? I need to prepare payroll for 6/4/17

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