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Help with your online return

MyGov

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This page is to help you solve problems related to filing an online tax return.

To get to your online tax return you need a MyGov account. Once you have successfully validated your email and social security number in your MyGov account you will need to validate your your tax reference number to access the Revenue Service portal where your submitted and unsubmitted returns are available to you.

For the 2023 personal tax return all customers will submit an individual return.

Here are some of the common problems that our customers can encounter:

MyGov problems

  • I have signed in to MyGov but can't access my Revenue Service account

    • Please make sure you have validated your tax reference number. Some customers have more than one tax reference number but only one will be linked to the online account. If you need clarification over which tax reference number to use please contact the Revenue Service.
    • As we come to the end of joint taxation some married customers are having problems linked to access. This is because married couples and those in a civil partnership have to file 2022 returns under the law as it was in 2022. This means that without a form of authority in place only the lead taxpayer will have access to the online return.
    • Married people (and those in a civil partnership) should file their 2022 joint return under the lead tax payer's tax reference number.
    • Make sure you are using the correct portal to access your return. Use the link via the green button on this page rather than a saved link or shortcut. Please contact the Revenue Service if you believe you are using the correct tax reference in the correct portal but still don't have access to your account.
  • I can't sign in to my MyGov account

    • Before contacting MyGov support make sure you are using the correct email and password.
    • If you are using the correct email address and password but still can't sign in please email contact@gov.gg and make sure you state which email address you are trying to use.
  •  I am having trouble creating a MyGov account

    • Make sure you are correctly inputting your first name, last name, date of birth and email address.
    • Each MyGov account needs a unique email address so make sure it's not one already used by a spouse or other family member.
    • Make sure you are entering your correct social security number.
    • If your details can't be validated you can contact the Revenue Service for help.
  • My email address is already used on my spouse's account

    • Each MyGov account needs a unique email address. If you have already used your own email address on a spouse's account you will either need to contact MyGov support and ask for your email to be removed from your spouse's account (and your spouse will need to add their own email address) or you will have to set up a new email address for yourself.
  • I can't find my password reset email

    • Please look in your spam/junk email folder.
  • My new password keeps being rejected

    • When resetting your password it should contain at least:
      • one upper case letter
      • one lower case letter
      • one number
      • one special character
    • It should be between 8-15 characters. This means auto-populated passwords will often be too long.
    • It should not be similar to a previously used password.

 

Problems with your 2023 online return

  •  I have signed in but I can't find a 2023 return in my account?

    • It may be that you are in the auto-assessment group of customers who do not need to file a tax return. Please contact the Revenue Service and ask for your status to be verified. The auto-assessment group is for customers with very simple tax affairs where all the information we need is supplied by an employer. If you have additional income which is not taxed at source for example bank interest, or you are claiming allowances and/or deductions then you should request to be taken out of the auto-assessment group. 
  • Where will I find my employer ETI reference?

    • If your coding notice is up to date this information should automatically pre-populate. If your employer ETI reference is missing please contact your employer in the first instance and check they have an up to date coding notice for you. If you then need to update your coding notice please go to www.gov.gg/updatecoding.
  • I have two tax reference numbers and each one has a 2023 return against it, which one should I do?

    • You only need to file one tax return so should contact the Revenue Service for help immediately. If you file your return under the wrong tax reference number you may end up being sent a penalty for non-submission of a return.
  • There are sections missing from my return or there are sections in my return that are not relevant

    • Go back to the 'tailor your return' section and select the parts that are relevant to you. This is where you tell the form which parts you need. If you have created an extra income or pension section that you don't need then you can click out of that section, then go back into that section and you will be asked if the details are correct. if you click no you will be given an option to delete the section.
  • I can see my returns but can't find the button to complete them

    • If you are using a mobile phone you may not be seeing all of the available screen. You can either put your finger on the screen and swipe left to see the right side of the display or use the thin horizontal grey line to slide the display across.
  • I can't upload documents

    • Please make sure your document title does not include punctuation such as commas etc.
  • Why is my return not pre-populated?

    • This option is only available if you have filed the previous year's return online.
  • My additional personal allowance is missing from my final calculation

    • Additional allowances cannot be applied until your spouse/partner's return has been assessed as we need to know how much is unused and can thus be transferred. This is explained in the notes preceeding the final calculation page.
  • I have completed my personal details section but it still says 'in progress'

    • This is most likely related to the address section and you have answered 'yes' to the question 'is your address correct' but no address is showing. If there is no address showing in your return please answer 'no' to the question 'is your address correct' and then input your address through the next stage of the form.
  • The calculation at the end of my return appears to be wrong

    • Please read the notes on your calculation that appear in your tax return before you reach the calculation page. There are many reasons why the calculation may not look as you expect it and this is set out in the notes on the page before you see the calculation. For example, if you have additional personal allowance from a spouse your calculation cannot take that into account untl the spouse's return has been finalialised. 
  • My account says I have unsubmitted returns but I know I have done them

    • If you have successfully submitted an online return the status will say 'submitted'. However, if you have submitted a return on paper you may still have a matching online return for that year which says 'pending'. This will change when paper returns are processed.

 

Problems with your 2022 online return

  • Should I be filing a joint or individual return?

    • If you are single and have not been divorced or separated since 1 January 2022 you should file an individual return.
    • If you are married and got married before 31 December 2021 then you should file a joint return. These are generally done through the lead tax payer's account (husband or older partner in a civil partnership or same sex marriage).
    • If you are married but got married after 1 January 2022 then you should still file as a single person by submitting an individual return.
  • I am meant to be filing a joint return for 2022 but my spouse has already submitted an individual return

    • Please contact us as you are legally obliged to file a joint return for 2022.
  •  I have access to my account but there is no tax return for me to fill in

    • First of all make sure you are eligible for an individual return for 2022. Only the lead taxpayer in a marriage or civil partnership, single people and those who have previously requested to file separately will see a 2022 return in their own online account.
    • If you believe you should have an online return available but there isn't one please contact the Revenue Service for help.
  • There are sections missing from my return or there are sections in my return that are not relevant

    • Go back to the 'tailor your return' section and select the parts that are relevant to you. This is where you tell the form which parts you need.
  • The calculation at the end of my return appears to be wrong

    • Please read the notes on your calculation that appear in your tax return before you reach the calculation page. There are many reasons why the calculation may not look as you expect it and this is set out in the notes on the page before you see the calculation. For example, if you have additional personal allowance from a spouse your calculation cannot take that into account untl the spouse's return has been finalialised. 
  • My new tax reference number isn't working

    • If you were married or in a civil partnership for the whole of 2022 (ie married before 31 December 2021) then you need to file a joint return under the tax reference number of the lead tax payer (the husband or older spouse in a same sex marriage/civil partnership).

    General problems

    • Where can I find returns prior to 2019?

      • If you need to access or complete a return for the calendar year 2019 or earlier, please log in and use the previous online tax return service. Please note you cannot use this link for access to returns for 2020 onwards and should instead use the green button on this page.
    • I have entered incorrect information in my online tax return

      • As you have submitted a declaration stating that your return containts accurate information you will need to email revenueservice@gov.gg stating why you have submitted incorrect information. Your email should include your tax return number and your submission number (this can be found in the portal or on your email receipt and will begin 'RS-PTR'). You should clearly state the correct information that should have been included in your return.

     

     

     

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