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VAT Filer - Internal Server Error or Date periods vanish or Agent/Client not authorised or VAT registration not valid

Article ID
vat-filer-internal-server-error-or-date-periods-vanish-or-agent-client-not-authorised
Article Name
VAT Filer - Internal Server Error or Date periods vanish or Agent/Client not authorised or VAT registration not valid
Created Date
13th July 2021
Product
Problem
IRIS VAT Filer and you get a error: Internal Server Error or on the left side no Date obligations appear or on the bottom right you get a Agent/Client is not Authorised message: then follow these steps:
Resolution

Prior to using the IRIS VAT filer you must have:

  • created a ASA (Agent Services Account)
  • mapped your existing client relationships over to this new account
  • registered your clients to MTD and then got a confirmation email from HMRC.

We will assume this has been done correctly. If not then contact HMRC to set this all up or read here: https://www.iris.co.uk/support/knowledgebase/kb/vat-authorise-the-software-to-interact-with-hmrc/

  • You must be on the latest IRIS version. To check this, go to Help | About (the latest is 22.1 on April 2022)
  • Load the Client, go to Client | View | Tax tab. The clients VAT code is correct (letters are not allowed, for example GB , only numbers). Spaces in the code can cause this error to show – so remove the spaces and save:
  • Go to Date range on the left side of the VAT filer and edit the dates from the period you can see to six months in the future – then click Client refresh. Check if you get the same warning.
  • Go to Client, then View Accountant and ensure its set to Agent. Exit the screen. (If its set to Alternative or Branch then you need to check with your team if that’s correct and if yes then which ALT or branch you should be selecting).
  • Go to Setup, Authorised agents – your name (initials) or your company name should appear with the VAT filer credentials:

I do not have a ‘Setup’ option at the top – this KB article is not relevant for you because IRIS has several VAT programs with their own support teams- go to Help and About and check which VAT filer you are using and contact that support team.

What is the Authorised date – the date next to VAT filer is when it was last registered. If this date is between 12 to 18+ months old then there is a chance it will be automatically be unauthorised by HMRC. You will need to reset and log back in (step ‘b’ below).

a. If your name doesn’t exist – exit the screen and click ‘Client Refresh’ at the very top. Go to step c).

b. If your name appears (against the VAT filer row) and you have the ASA login details – then click your name and tick Reset agent credentials and say yes to the warning. Your name will disappear, exit the screen. Click Client Refresh at the very top.

c. You will be ask to login to MTD with your ASA login (it is very important you use the correct login or you will be unable to submit anything). Click Grant authority.

d. If the same warning appears or no obligation dates appear then recheck your ASA login and ensure its correct. If you’re unsure then repeat step b) onwards again and try another login. You may need to wait 24-48 hrs as the HMRC data can sometimes take time to be processed. If it continues to fail you will need to call HMRC support.

Calling HMRC Support:

  • Ask them to check your ASA login and that you have registered your clients to MTD correctly. If you want to check – log into your ASA account on the HMRC website and look at your clients registration for MTD.
  • Ask them to help reset/refresh/reconnect your clients registration for MTD or delete the clients registration for MTD and set it back up again which is known to fix this issue. (There is a random issue where your clients registration to MTD gets disconnected). This can only be done via your ASA login or from HMRC. Also if they can show you how to reset this using your own ASA login, then you will not need to contact HMRC every time this happens.
  • If HMRC say they ‘do not reset MTD‘ or ‘know anything on this‘ then ask to speak to a senior member of the MTD team. They have done this for other callers in the past using their own systems or ask for instructions on how to reset/refresh/reconnect a clients MTD (as HMRC designed this setup).

Setup of Alternative and Branches (not agent)
This usually needs to be setup because you organization has several different offices or agents all over the UK etc. Each has their ASA login and don’t use one login for all submissions. https://www.iris.co.uk/support/knowledgebase/kb/iris-pt-bt-vat-how-to-set-up-alternative-and-branches-to-submit-returns/

One Period shows Green tick and Complete but it was never submitted

  1. Try the Agent Services Account (ASA) reset one more time and make sure your on latest IRIS version
  2. Do wait 24-48 hrs – as it can take some time for HMRC to update their records
  3. If the same thing happens – load another client – then go back to original client
  4. It actually could have been sent to HMRC, so  do check if they received it and ask for the IR/batch ref code if they did
  5. If all the steps above fail then do contact HMTC and speak to a senior.

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