Can you live chat with HMRC? -FreshBooks (2023)

8min. laughs

27. September 2022

Can you live chat with HMRC? -FreshBooks (1)

HM Revenue and Customs (HMRC) is known for being very careful about how it communicates. The Inland Revenue takes care of the administration and collection of all UK taxes. Each type of tax has its own department and a number of government experts to help with those specific regulations. They each have their own contact details and preferred ways of communicating to provide assistance.

For example, you can live chat about some tax jurisdictions. But you must use another method of communication to discuss other tax matters.

Find it a little confusing? You are definitely not the only one.

If you've ever done this, you know that live chat isn't as easy as it used to be.vocationto speak to a real human on FreshBooks.

Here's what we'll cover:

How do I contact HMRC?

About HMRC tem webchat?

Can you contact HMRC via email?


Can I talk to someone online about tax credits?

(Video) Best ways to contact HMRC (Get tax advice, help or file complaints)

Can you send text messages to HMRC?

What about social media?

Watch out for scams

How do I contact HMRC?

Getting to the right HMRC department - the right way - is a little tricky. It can also be a little intimidating when you're not sure who to speak to, or when your preferred method of communication isn't available for the department you want.

From HMRC's perspective, they want to get you to the right person for help as quickly as possible. And it needs to do security at the top of its processes. Because of this, it directs you to department phone numbers and has voice recognition software to further narrow down your query on the first call. This is one of the reasons why less secure means of communication are not suitable for some conversations.

Many taxpayers are reluctant to call HMRC because of their notorious difficulty with long waits. Waiting all day to talk to someone hardly seems helpful, and most people don't have the time to just wait for a counselor's response. And the thought of finding out you're in the wrong queue only to end up in the wrong department is the ultimate in frustration.

To help you choose the right method of communication and to identify the most commonly used departments, here is a brief overview of the best ways to contact HMRC.

About HMRC tem webchat?

Webchat will appear as an option in the 'Support-Services' than something you would use if you needed help - and not just the alternative means of communication that many companies offer.

You can only discussThe fee depends on the income(TO COUNT),self-evaluation, VAT (BECAUSE),tax credits, zchild supportwith web chat. Webchat advisors will not discuss other tax matters with you, even if they are related.

The Institute of Chartered Accountants in England and Wales (ICAEW) states that they should only be for general matters because “they are not secure and personal information should not be shared.“

But HMRC is continuousevaluate and expandHis digital skills and web chat are becoming more widely available across different departments - possibly even becoming the first port of call for some taxpayer inquiries.

For example, if you contact HMRC for help with VAT you will have aChat-OptionFrom Monday to Friday from 8 a.m. to 6 p.m. Just click on the web chat and keep an eye out when an advisor is available. People are only encouraged to use the IVA phone line if the appointment is "urgent". And if you use the online form (email) you have to wait 15 days for a reply.

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It is important to keep a record of all communication with HMRC, including web chats. You can take, save and print screenshots of your conversation, or copy and paste them into another document. At a minimum, write down the date, time, and the name of the counselor you spoke to.

If online chat doesn't work for you Monday through Friday, email won't either. Mainly because there is no readily available email address for direct contact with HMRC departments. This is mainly due to security concerns.

Didn't you know email is so risky?

The main concerns of HMRC are:

  • identity verification
  • Possible manipulations during transport
  • Others who violate privacy by intercepting emails
  • Attachments with significant security breaches

HMRC uses encryption and only records fragments of your information in emails. For example, do not provide your entire unique tax number, only enter an identifying portion of it. And you may be asked tosign the waiverto continue an email conversation with HMRC.

When contacting HMRC, email is definitely not the best way.


So online chatting and email won't work, but calling a number should, right?HMRC First Contact Listit is very clear. It directs you to information specific to the tax jurisdiction you are making an inquiry about and gives you the means of communication for that department. What's really great is that there's also a list of the information you need before you even call a number. The opening hours are also clearly visible.

To avoid problems, here's a list of helpline numbers for the service departments you're likely to need:

There is also a list of available onesadditional support serviceCounting. For example if you have a specific disability or require the Welsh language option.

Can I talk to someone online about tax credits?

You can manage your entire tax credit position online through your Government Gateway account. You can view your past and future payments and notify HMRC of any changes affecting your tax credit.

But if you needspeak to someone at HMRC, you have three options:

  • digital assistant: They can help you with information about Universal Credit, renewals, and other tax credits. This is a "virtual assistant" (computer) that guides you to relevant online information.
  • internetchat: You can chat online with a human advisor between 8am and 8pm Monday to Saturday inclusive. You can provide more specific information that is more directly relevant to your personal position.
  • Telephone: For more urgent matters that digital chat cannot facilitate, call 0345 300 3900 if you are in the UK. From another country, call +44 2890 538 192 between 8am and 6pm, weekdays only. Use NGT text forwarding when you are unable to use the phone by dialing 18001 and then 0345 300 3900.

Can you send text messages to HMRC?

If you cannot hear or speak on the phone, a voice transfer service is available. Dial 18001 and then the telephone number of the required service department. You can then conduct your call via the operator service. That means you type, they talk to HMRC, HMRC talks to you and they type the answer for you. It's a truly amazing and affordable service.

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HMRC's Twitter handle is@HMRCcustomers. You can ask general questions on Twitter and get very little service, but you should never give out personal information about your own tax matters (social security number, email address, or other tax-related numbers or information). And the official HMRC Twitter account will never ask you to provide any information or to be able to solve specific problems. There's also a more business-focused Twitter account.@HMRCBusiness, which you may find more useful.

HMRCsFacebookeLinkedInThe Sites are designed to provide up-to-date information and advice on a variety of tax issues rather than to actually get the service you need.

There are many short explanatory videosChannel do HMRC no YouTubethat might give you an answer in a few minutes. It's the same information, just presented differently.

Always make sure you are on an official site and not accidentally clicking on fake forums or websites.

Watch out for scams

Whether it's live chat or any other form of communication with HMRC, your safety is absolutely paramount. Scammers are extremely good at crafting convincing texts, voicemails, emails and phone calls claiming to be from HMRC. The sheer variety of different HMRC scams is pretty amazing. The tone ranges from "we owe you a tax break" to "you owe us and we'll send the police if you don't pay now".

Like the consumer rights organizationTo explain:

"(HMRC) will never ask for your bank account details or personal information, or send you email or text notifications for tax rebates, refunds, personal or payment information."

The most important word is thereNever.Do not provide any personal information. If you receive a suspicious email, do not click on links or open attachments. If in doubt, even on a phone call, cut comms and call a real HMRC number. If it was a real call, okay. HMRC wants to protect you and is not offended if you wish to check this.

Reporting fraud attempts helps HMRC and the police bring charges against these criminals. Forward dubious emails or textsHMRCs.


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