FTAX Support

We are not removing our old technical support email address immediately and if you do email us we will get help to you.

However, email is not a secure means of communicating and you should not send any personal information via email (for example, a completed tax form).

We also can't guarantee the speed with which we will respond to your email.

Submitting a Support Request via this new support website is the fastest and most secure way to get help.

Probably nothing. The overwhelming reason that people seem to get this error is that they have not quite followed HMRC's sign-up procedure.

To sign up to MTD for VAT with HMRC, particularly as an agent, you must go through their sign-up procedure precisely. There are a number of different steps you need to undertake in the correct order and, sometimes, within the correct timescale.

HMRC have published a step by step guide for agents which can bee seen here and which they recommend all agents use when signing up to the service.

We have also produced a couple of FAQs on the subject:

• one for tax agents, and
• one for non-agents.

If you are getting this error, have a look at the above guides - they will almost certainly tell you what you need to do.

In most cases the reason is one of the following:

• The agent didn’t use their agent services account (ASA) credentials to link MTD VAT software
• The agent hasn’t signed up to the ASA
• The agent has signed up but has not linked their clients
• The agent has signed up and linked clients but the customer hasn’t subscribed to the Making Tax Digital service.

The ‘Ftax Setup Checklist’ video is a step-by-step guide to setting Ftax forms up ready for use. Care has been taken to explain how to overcome every known problem, and so please pay close attention when you watch and re-watch.

Click here to watch the ‘Ftax Setup Checklist’ video.

Ftax tax returns are pdf forms which run on Adobe Reader. Sometimes the forms can become corrupt, causing them to lose their special properties, e.g. the ability to ‘Save’ form data. If this happens then download a fresh copy of the form from your Ftax Account. Adobe Reader may also become corrupt causing the form to display incorrectly. Reinstalling Adobe Reader via ‘Get Reader’ at www.adobe.com should overcome this problem, although you will need to go through the Ftax setup again.

Make sure you open the Ftax form into Adobe Reader and not into Preview. This is a common mistake on a Mac.

The video ‘How to use the Ftax SA100’ takes you through all of the mains steps needed to prepare and submit the SA100 tax return. Click here to watch.

The video ‘How to use the Ftax CT600’ takes you through all of the mains steps needed to prepare the CT600 tax return, along with required iXBRL attachments. Click here to watch. Further help can be found in the ‘iXBRL/CT600’ section of the FAQS.

If you are experiencing problems entering data in the Ftax SA100 or CT600 form, generating a Pdf Copy or iXBRL file, or submitting to HMRC, then you should attach the entire Ftax form with attachments to your Support Request. Cut and paste any error messages you receive into the support request message. This will help the Ftax Support team to respond much faster. Click here to send a Support Request.

If you are experiencing problems entering data in the Ftax form, generating a Pdf Copy or iXBRL file, or submitting to HMRC, then you should attach the entire Ftax form with attachments to your Support Request. Cut and paste any error messages you receive into the support request message. This will help the Ftax Support team to respond much faster. Click here to send a Support Request.

If you have forgotten your Ftax Account username or password, or your account is locked, then you are recommended to use the ‘Forgotten Username/Password’ feature below the login box. This is an automated system, and is usually the fastest way to recover your Ftax Account login details.

If you experience a problem using the automated password/username recovery system (described above) then please send an email to support@ftax.co.uk  which includes the email address used when registering with Ftax, or/and your Ftax Account username. The Ftax Support team can then manually recover your Ftax Account logon details.

You are strongly recommended to use the new Ftax Support system. We are confident that you will find it the fastest way to resolve any tax filing problem you are experiencing.

But if you are having a problem using it for the first time, then please email the Ftax Support team directly at support@ftax.co.uk.