❓ Why Was My Gift Aid Claim Rejected?
Common Cause: Deactivated Government Gateway User
If your claim shows as submitted in GiftAider but is later rejected by HMRC, the most common reason is that the Government Gateway account being used as the submitting authority has been deactivated or is no longer valid.
✅ What This Means
GiftAider communicates successfully with HMRC’s system and attempts to submit the claim. However, if the user credentials registered as the Authorised Official have been disabled or removed in HMRC’s system, HMRC will reject the claim.
This often occurs without warning, especially if:
- The person listed as the Authorised Official has left your organisation
- The Government Gateway login has been unused for an extended period
- HMRC has revoked access or credentials due to inactivity or security review
🔍 How To Resolve It
- Check your Government Gateway login
Log in at www.gateway.gov.uk using the credentials of the person listed as the Authorised Official. If the login fails, the account has likely been deactivated. - Update your GiftAider Authorised Official
Ensure your organisation’s GiftAider profile is using a current and active Government Gateway user with the correct HMRC permissions to submit Gift Aid claims. - Contact HMRC
If you’re unsure why access has been revoked, or you need to set up a new official, we recommend contacting the HMRC Charities helpline:
📞 Telephone: 0300 123 1073
📧 Email: charities@hmrc.gov.uk
🔁 What To Do Next
Once a valid Authorised Official has been restored or updated:
- Re-attempt the claim submission from GiftAider
- If any rejections persist, check for updated error messages and review your Authorised Official’s HMRC profile details (including postcode and contact number)
💡 Need Help?
If you’re unsure how your Authorised Official is set up within GiftAider, our support team can review your configuration and advise.
Last updated on: July 29, 2025