Sign-on FAQ
Please click on the question link to view the answer:
- Helpdesk information
- What do I need to use SOG Online Services?
- How do I register as an Individual?
- Why is my date of birth not accepted?
- Why can't I login?
- The system will not accept my password?
- What if I have forgotten my password?
- What if I have forgotten my memorable word?
- More information about storing emails
- Where do I find my personal security code?
- When can I expect to receive my security code?
Helpdesk information
We are open
9am to 5pm, Monday-Friday. We are closed on Bank Holidays.
Contacting us by email
You can contact us via the email address below.
| Email: | eforms.support@gov.gg |
When contacting via email, please include the following details to help us with your enquiry:
- Name
- Contact telephone number
- Email address used to register with the site
- Discription of the issue
What do I need to use SOG Online Services?
To use our Online Services, you will require access to a computer with an Internet connection.
Operating System and Browser requirements
PC Users:
- Operating system: Windows 98 or above (ie Windows ME/NT/2000/XP)
- Internet browsers: Internet Explorer 5.0 or above; Netscape 4.75; Opera 6.0
Mac Users:
- Operating system: Mac OS9 or above
- Internet browsers: Internet Explorer 5.1; Netscape 4.77
Please also note that your Internet browser must have JavaScript and cookies enabled and be capable of supporting 128-bit SSL.
Other Operating System and Browsers
Although our Online Services are designed for use with the above system requirements, you may be able to access the services using other operating system and browser combinations. However the appearance of the pages and performance may be affected. Please also note that our Helpdesk cannot deal with any difficulties arising through their use.
How do I register as an Individual?
To use our online services for the first time, please click on the ‘individuals’ link on our homepage in the New Users section.
You will be prompted to complete the following sections:
Personal details:
Title, first name, surname, email, contact telephone number, date of birth
Address:
You will then be able to select your current address by entering your postcode. If your postcode is not found in our database, you will be prompted to provide further details.Memorable word and security questions:
You will be prompted to enter a memorable word which is at least 8 characters long. This will be required each time you login to the site.
The two security questions will be used to update your memorable word if you have forgotten it.
Once all fields have been completed and you have clicked the register button, you will receive an email containing your password to access the site.
Why is my date of birth not accepted?
When adding your date of birth to the site, please make sure that it is entered in the correct format.
For example if your date of birth is 23rd October 1970, it should be entered as 23/10/1970.
Why can't I login?
There could be a number of reasons why you can't login:
- Please check that your email address has been entered correctly
- Please check that caps lock is not on when entering the password or memorable word
- Please check that you are entering the correct characters from your memorable word
The system will not accept my password?
Please type in the password sent to your email address rather than copying and pasting it.What if I have forgotten my password?
You can retrieve your forgotten password by clicking the link below and by entering your email address.
Once you have provided the email address you registered with and have selected the forgotton password option, your password will be sent to your mailbox.
What if I have forgotten my memorable word?
Please use the link below to update your memorable word:
You will be prompted to provide your email address and select the forgotten memorable word option. You will then be prompted to add a new memorable word and answer the two security questions which were answered during the registration process.
Once all fields are complete and have been submitted you will be able to login by clicking the 'Click here to login' button.
More information about storing emails
It is advisable to only use this option if you are the only person who uses this private computer. Please do not use this option if you are using a public or shared computer.Where do I find my personal security code?
A letter containing your personal security code will be posted to your home address once you have completed the tax reference registration.When can I expect to receive my security code?
Once you have logged on as an existing user (having received a password by e-mail) you then should access ‘Available Services’. Here you will need to enter your tax reference number and you will then receive your security code, by post, within 3 working days.As soon as you have received your security code you will be able to start to complete your tax return on-line.