PTP VF - Failed to retrieve client obligations due to the client and/or agent not being authorised
Article ID
kba-03819
Article Name
PTP VF - Failed to retrieve client obligations due to the client and/or agent not being authorised
Created Date
5th September 2022
Product
Problem
A message with a red X appears in the bottom right hand corner of the screen after selecting a client, 'Failed to retrieve client obligations due to the client and/or agent not being authorised'
Resolution
This message suggests that HMRC do not recognise the current agent credentials as being authorised to act for this particular client. If the message affects one client only it may be that Step 5 of the HMRC guide https://www.gov.uk/guidance/making-tax-digital-for-vat-as-an-agent-step-by-step may not have been completed. If the message affects multiple clients it may be that incorrect agent details have been entered. The agent credentials can be reset via Settings button > Clear authorisation token button. The next time any client is selected the user will be prompted to re-enter the agent credentials for the Agent Services Account.
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