Troubleshooting during the new data collection platform registration process

Use the help on this page if you're having trouble registering for our new data collection platform.

​​​​​​I have an existing Connect account and don't remember my username

  • Your Connect username is the email address that you used to register with Connect

I've forgotten my Connect password

  • Go to Connect in a new tab/window and select the link to reset your password
  • Please wait 20 minutes for your password reset email – if you still haven't received it, try to reset it again and make sure you're entering the correct email address. Also please check any junk/spam folders in your email
  • To reset your Connect password, you'll need your 6-digit Connect passcode

I've forgotten my 6-digit Connect passcode

  • Please call us on 0300 500 0597 from the UK, or +44 207 066 1000 from abroad

 I don't have a Connect account and am having trouble registering

  • Ensure you fill in all mandatory fields
  • Enter a valid email address – this will be used as your username, and we'll use it to email you a link to set your password
  • You may have a Connect account and not know it (see below)

I don't know if I have a Connect account

  • If you registered, we will have sent you an email from [email protected] with the subject 'New Connect User'

I have a Connect account which is not linked to a firm

  • If your Connect account isn't linked to a firm, for example the account was created for a new authorisation, you will still be able to log in and link your Connect account to the new data collection platform

I received an error message saying 'User Already Exists' when registering

  • Your email address has already been registered with Connect
  • As an existing Connect user you won't need to register again – close the tab/window you're registering with, and start again via Gabriel:
    • When asked if you have an existing Connect account, select 'Login' to proceed
      • Enter your username (email address), password and passcode

I've set my password and I see a system I am not familiar with called Connect

  • Once you have set up your password, you will be redirected to our Connect system. As at this stage you have set up your Connect details for logging into the new data collection platform, you will not be expected to use Connect (unless you are informed otherwise), and therefore you can log off and close the tab/window

I was recently contacted to register for Connect, is this related?

  • You may recently have received an email, letter or phone call to encourage you to register for Connect. Although this is a separate activity, if you already created a Connect account as part of this, you will be able to use it for this registration process

Do I have to register for the new data collection platform if I don't access Gabriel online?

  • No. Only online users of Gabriel (those that log into Gabriel to submit an online return, request a resubmission, undertake firm user administration etc), need to complete this registration process. If you communicate with us directly or use Secure File Transfer Protocol (SFTP) instead of accessing Gabriel online, there is no need to register. We will let you know in good time before moving you to the new platform, so that you're prepared.

If you're still having issues with registering

Please contact us on 0300 500 0597 from the UK, or +44 207 066 1000 from abroad.

We're open Monday, Tuesday, Wednesday and Friday 9am to 5pm, and Thursday 9.45am to 5pm.