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PTP TP - The gateway cannot find a record for this return when collecting responses

Article ID
kba-03759
Article Name
PTP TP - The gateway cannot find a record for this return when collecting responses
Created Date
25th November 2020
Product
Problem
When collecting responses in the FBI window and 'Returns transmitted awaiting Revenue acceptance' status, a message appears to say 'The gateway cannot find a record for this return'.
Resolution

This message can occur if too much time has passed since the submission was made e.g. more than 30 days, as HMRC will clear down the gateway so responses do not remain available indefinitely.  However, it may also relate to a software issue where the agent password, which was entered via the Spanner icon > FBI tab, contains an apostrophe as one of the characters.

This will be corrected in the April release but there are several workarounds available in the meantime.

1.  After pressing ‘Submit Returns by FBI’ in the status ‘Returns signed by client awaiting submission’, untick the box ‘Collect Responses Later (Faster)’ prior to selecting ‘Connect’

2.  Instead of using the FBI button on the top toolbar, use the buttons at the bottom of the Client Tax Returns tab

3.  Amend the password with HMRC to remove the apostrophe for the time being

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