A claim can be sent from GiftAider and still receive an HMRC rejection. Do not assume the authorised official’s login is the cause: use the exact response for that claim to decide what to check next.

Start with the claim response

1. Open the claim and its Job Manager details.
2. Record the claim reference, submission time, status and HMRC response text.
3. Check whether the job failed before submission, was sent but rejected, or is still awaiting a result.
4. Do not place another submission job until you know whether the first one was accepted.

Check the likely area

• Charity registration: compare the organisation and HMRC reference in GiftAider with the charity’s current HMRC records.
• Authorised official: confirm the selected person is still authorised for the charity and has their own active GiftAider account.
• Donations or declaration evidence: review any row-level or claim-level validation reason returned.
• Service availability: if the response points to a technical or temporary problem, check the current official service status before retrying.

Get help without exposing credentials

Send GiftAider support the claim reference and error text, not passwords or sign-in codes. For an HMRC account or authorisation question, use HMRC’s current charities and CASC contact page. For the official online claiming prerequisites, see Claim Gift Aid online.

Before retrying

Confirm what happened to the original claim and make only the correction indicated by the evidence. If the original claim was accepted, do not submit a duplicate. If claim figures or donation records need changing, follow the appropriate cancellation or adjustment process.

Related guidance

• Configure your charity and HMRC details before the first claim
• Understand GiftAider jobs and statuses
• Prepare, sign and submit a Gift Aid claim

Last updated on: October 5, 2026