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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 ‘Individualâ€� account in error. The trustee will need to set up a new Government Gateway account ensuring that they choose ‘Organisationâ€� when asked what type of account they need â€� see TRSM91010.
• If the trustee receives an error message that states, ‘there is already a Government Gateway for this UTRâ€�, 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 recordâ€�, 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:

• Contact the Trusts Helpline.