This is the most common error message we see when submitting RTI (either FPS or EPS) to HMRC.
“Authentication Failure. The supplied user credentials failed validation for the requested service”.
If you get this error, it means HMRC have received your submission but are rejecting it because either your PAYE scheme references are incorrect, the Government Gateway User ID and password is wrong or your PAYE scheme is not set up in your business account or with HMRC correctly.
Are your Government Gateway Credentials correct?
To submit information to HMRC, Shape Payroll needs your HMRC Government Gateway login details.
When you log into your HMRC account to view your PAYE account, you would normally log into this page:
It is these exact details that need to be entered into Shape Payroll.
Go to Company Setup within Shape Payroll and select Government Gateway Credentials. Check that the User ID is the same. It is normally up to 12 digits long.
We don't show you the password you entered for security reasons. It is worth entering your password again in case you made a mistake the first time. Select 'Change Password' and put in your government gateway password.
If you change your government gateway password on the HMRC site you will need to update it in Shape Payroll as well.
Can you log into the Government Gateway?
Head over to the Government Gateway and check you can login with the user ID and password you entered into Shape Payroll. If you can't, you need to find the correct details or reset the password in your government gateway. If you can't log in, have a look at HMRC signing in problems.
Have you linked your business account to the PAYE scheme?
Once you are logged into the HMRC government gateway, check that you can see the PAYE scheme details for your company. If you can’t see these you might be using the wrong user ID and password, maybe your personal credentials or those for another company. Or maybe the PAYE scheme is not active yet as you have only just registered.
Is your PAYE scheme new?
If you have recently registered for PAYE you will need to activate your scheme. It can take several weeks for HMRC to send you an activation code, once received you will need to go through their activation process before you can file RTI.
Are you trying to file for the correct company?
Are the Accounts Office Reference and PAYE Reference that you can see in the Government Gateway the same as the ones you entered into Shape Payroll? If not then you are trying to file for the wrong company and it won’t work.
Has your PAYE scheme been active for months but not used?
If the account has been activated but not used (you can see the scheme in your business account), HMRC may have made the PAYE scheme dormant. You will need to contact HMRC to get them to reactivate the scheme. Once they have done this, it can take a few hours before their system updates to allow you to submit the FPS or EPS.
Has HMRC closed your PAYE scheme?
Sometimes, if you were previously using the scheme but then have stopped for some time, HMRC might assume that the scheme is no longer active and will close it. Again you will need to contact HMRC to get them to reactivate the scheme.