Review Insights · Google Play
HMRC
HM Revenue & Customs · 81,355 ratings · ★ 4.4
4.4
★★★★★
81,355 ratings
🎯 Build a better version
Top complaints - extracted from 43 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"browser"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Can't even sign in. Sign in page says that my browser is not supported, but I'm in the app with no way to select a browser.." - Chris Lynch
2
"login"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Quick access login with the app doesn't work." - Niall Wilson
3
"useless"
7 negative reviews mention this · 16% of all complaints
★★★★★ "useless app. I've logged in at least 5 times today. I'm trying to make a payment. (A month early I know). it gets part way through the process then says we're busy right now try again in 5 minutes! Ridiculous! What other app gets too busy?" - Stephen Lewis
4
"work"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Quick access login with the app doesn't work." - Niall Wilson
5
"details"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Can't sign in, being sent round in circles to confirm my details and once confirmed it asks me to sign in again, I clock sign in and it asks me to confirm my details and once I have it asks me to sign in and so on and so on etc. Can't use i…" - Sam Condliffe
6
"sign"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Can't even sign in. Sign in page says that my browser is not supported, but I'm in the app with no way to select a browser.." - Chris Lynch
7
"access"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Quick access login with the app doesn't work." - Niall Wilson
8
"chrome"
5 negative reviews mention this · 12% of all complaints
★★★★★ "on Android. App no longer offers me a biometric or pin code entry but just asks to sign in. when I select sign in the App states my browser is not supported and to use latest version of Chrome, Firefox or Samsung? I have all three updated v…" - albert hall
9
"phone"
5 negative reviews mention this · 12% of all complaints
★★★★★ "They don't employ enough people on the phones, pushing you to the app, then when you download the app they don't have enough server capacity! saying "were very busy ATM, try again in 5 minutes" shambolic really" - Andy Kennedy
📋 All 43 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Can't even sign in. Sign in page says that my browser is not supported, but I'm in the app with no way to select a browser..
Quick access login with the app doesn't work.
useless app. I've logged in at least 5 times today. I'm trying to make a payment. (A month early I know). it gets part way through the process then says we're busy right now try again in 5 minutes! Ridiculous! What other app gets too busy?
Can't sign in, being sent round in circles to confirm my details and once confirmed it asks me to sign in again, I clock sign in and it asks me to confirm my details and once I have it asks me to sign in and so on and so on etc. Can't use it at all. Useless.
on Android. App no longer offers me a biometric or pin code entry but just asks to sign in. when I select sign in the App states my browser is not supported and to use latest version of Chrome, Firefox or Samsung? I have all three updated versions installed and Chrome is the default.
Recieve letters asking me to respond via app or online, and neither work. so end up having to spend ages on the phone or writing to them. wild in this day and age.
This used to be a good app but now all I am doing is going round in circles inputting the same details only to be thrown out every time!
Unable to upload passport in maiden name, how can i confirm my details please
description is not clear what I need to do
It is a frustrating experience and horrible experience with this app. so tied down with security and login problems if you have lost,or can't remember your login details or something has happened to your phone. a very rubbish experience. not worth having it if I am totally honest
won't let me even begin to let me look at anything because one login doesn't work properly.
They claim to use ONELogin, but I still need a separate ONE login for HMRC
If you like being gaslit by an app.... nothing works, nothing makes sense, and somehow it's always your fault!
keep filling in the personal details says I can't access app as my phone number is a business account and won't let me access app my number is my number and I'm only a self employed worker .
Login is now blocked if using Vanadium webview (hardened fork of Chrome webview) on GrapheneOS.
wont let you sign in wont reload
this app is so awful that is saying that my ID and all my other information is wrong even when it's all correct do you know how stressful this is he's got multiple health problems moderate learning disabilities and autism this is disgusted on how you make this so complicated
Had to redo my government gateway ID even tho I used one last year and now my email isn't in the system when trying to recover login details. I can't even verify my ID as I need another app to prove who I am which doesn't work with my current device. So annoying technology these days constantly have to upgrade your phone just to be able to use certain apps. Tried doing it manually by typing in my passport details etc still not enough, could send them my DNA and still won't be enough 😂
Feedback loop, verification loop. Has gov uk app but acts lobotomised when its needed to remember ID. baisically dont plan on using this if your anywhere other than a home office.
can't login after trying for hours
No way to reset access code without phoning HMRC. Useless.
Red Tape Brexit land
been using it perfectly well 2yrs via brave browser now latest update ive been blocked says unsupported and got use chrome Samsung or Firefox
Worked fine for years, now logged out and locked out, no route back in. Back to post and phone calls.
useless
can't even log in , this app is not fit for purpose
Does not work on my chromebook. I thought that this change was going to be helpfull Please return to the the last version I had nearly finished the form. I have given one star for the info given that they have changed the system. I am going write to me MP. Surely a safer change over was to be able have the system to be reverted in case the new system failed Ie just like computer upgrades.
Says browser is incompatible
Very annoying verification - many errors. Not user friendly.
RUBBISH! it has stopped working if Chrome isn't installed - I use Edge!!
no use , docent work !!!!
absolutely useless. constantly logs me out, when I try and log in, it can't because I need an access code, how do you get an access code? well you need to be logged in to the app to get it, the app that just logged you out.
Does not support Brave browser even though it is a Chrome browser.
Downloaded, clicked the sign in button, received a "Your browser is not supported" message *inside the app". Cool.
One of the worst experiences on my life!
unable to jump through the myriad security hoops to set this up...
First time user. logged in and met with a sorry were busy message??? not the best!
Wont let me log in useless and unhelpful
logging in is hit and miss sometimes the biometrics works sometimes not, it may be a feature but its annoying. So many good reviews for a poor app is it being reviewed by hmrc employees, the detail of how your tax is calculated needs to be made simpler it just uses jargon. Being a pensioner my income is fixed so calculation should be simple.
They don't employ enough people on the phones, pushing you to the app, then when you download the app they don't have enough server capacity! saying "were very busy ATM, try again in 5 minutes" shambolic really
Several button presses now for what should be easy and readily available information, it used to be this simple but the app is now almost redundant as its now simply a convoluted route into browser based access. Horrible experience.
i think it could be improved with getting rid of the tax credits section and replacing it with Universal credit information also adding Children maintenance services in here too. so everything is in one place
The app itself seems to function ok, but it doesn't allow self-employed people to log in as we are classed as business accounts and this app is for personal tax only, making it a bit useless for sole traders. Could have warned me about this before I wasted my time.
Sentiment summary
83%
Positive (4-5★)
4%
Neutral (3★)
13%
Negative (1-2★)