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TRSM91040 - How to: contents: register a trust: contents: if there are issues registering a trust online

This section covers some of the common issues and error messages trustees may encounter when creating a Government Gateway account and registering a trust using the Trust Registration Service.

Common errors and issues:

  • If the trustee was asked to provide two or three forms of identification when creating their Government Gateway account, they have created an ‘Individual’ account in error. The trustee will need to set up a new Government Gateway account ensuring that they choose ‘Organisation’ when asked what type of account they need – see TRSM91010.
  • If the trustee receives an error message that states, ‘there is already a Government Gateway for this UTR’, this means they already have a Government Gateway user ID for the trust. The trustee will need to contact the Online Service Helpdesk on 0300 200 3600 to resolve this issue.
  • If the trustee receives an error message on screen that states, ‘the information you have entered does not match our record’, contact the Trusts Helpline.
  • If the trustee or agent made a mistake when entering the trust name or start date of the trust, they will need to write to HMRC and provide:
    • details of what needs changing
    • the reason for the mistake
    • the trust’s Unique Taxpayer Reference or Unique Reference Number

For the latest updates on the availability of the online service and any issues affecting trust registrations, see Register a trust or estate: service availability and issues

For any other issues that are not covered in this section, you can: