Livechat free credits
According to HMRC, customer feedback on the webchat service to date has been very positive – many find it much easier and more convenient than phoning.It seems to us that web chat is also potentially a great benefit for deaf and hearing impaired people and those with speech impairments.
Yes, but please note that you may need to turn off ‘block pop ups’ in your settings to allow you to do this.HMRC are currently working on the development of web chat for the Welsh language and sign language.Please note that if you are blind or partially sighted, web chat works with the main screen readers, e.g. You may also be told ‘this site is attempting to open a pop-up window’ or something similar when you try and start a chat – if so, you should ‘allow’ it.In terms of taking a print screen of the transcript on your mobile, this will vary depending on the type of phone that you have.Within a minute or so of being on an ‘entry point’ page, a blue box should appear telling you that ‘You can use web chat instead of calling HMRC’s helpline’ and offering you the option to ‘Start web chat’By clicking ‘Start web chat’ you will either be taken to the Virtual Assistant or presented with a separate page that asks for your name, email address and question and a button to press to ‘start chat’.
Occasionally you may be told that there are no available advisers and to try again later, but our limited testing to date shows that this is quite rare so hopefully your query will be dealt with more quickly than using the telephone helpline.
Just as it is important ALWAYS to write down the details of a phone call with HMRC, keeping a copy of an online chat is vital to prevent any disagreements arising as to what was discussed and/or agreed upon.
There should be an option to save (or print) a copy of the transcript at the top left of the chat window.
As the tax credit renewal deadline approaches, you may find the service gets busier.
A word of warning – you should only access HMRC’s web chat through GOV. HMRC related ‘phishing’ is a big problem, as described in our news piece ‘Beware scammers and fraudsters claiming to be HMRC’ and no doubt we will soon start seeing ‘fake’ web chatting facilities set up to try and get at your personal information.
We offer 1,000 free API or single verification credits to each user monthly.