Getting help: support, contact, and feedback

There are several ways to get help, and none of them needs a paid plan. Raise a support ticket for a two-way conversation with our team, use the public Contact form if you are not signed in, send quick feedback from the in-app widget, or check What's New for recent updates.

What this covers

This guide explains the different ways to get help and when to use each one. They are all available to every signed-in user on both Free and MTD Lite, with no upgrade needed:

• Support tickets for a two-way conversation with our team about a specific issue.
• The Contact form for anyone, including people who are not signed in.
• The in-app Feedback widget for general feedback, bug reports, and feature requests.
• What's New to see recent product updates.

Tip: If you want to try solving something yourself first, the rest of this Help Centre covers most tasks step by step. For tax-law questions (eligibility, thresholds, penalties, or your own circumstances), check with HMRC or your accountant, or see /mtd-guide.

Raise a support ticket

A support ticket opens a conversation thread with our team inside the app. Each ticket gets a reference like TKT-000123 so you can refer back to it.

1. Open Support from the sidebar (or the bottom navigation on mobile).
2. Click "New Ticket" (or "Create Your First Ticket" if you have none yet).
3. Choose the category that best fits your issue (for example Technical Issue, Tax Question, or Account Help).
4. Enter a Subject and a Description of your issue.
5. Optionally attach files if a screenshot or document helps explain the problem.
6. Submit. You are taken to the ticket, which shows its reference number and an "Open" status badge.

Category, Subject, and Description are required. Attachments are optional.

Note: Submitting a ticket emails our team to let us know it is there. You will reply and read our responses inside the app, not by email.

Reply to or close a ticket

Each ticket page shows the conversation so far, your original request, and a box to reply.

1. Open Support and click the ticket you want.
2. Read the conversation under Conversation and Original Request.
3. Type your reply under Send a Reply and submit. You can attach files to a reply too.
4. To close the ticket, use the close action in the header (available until the ticket is closed or resolved).

A reply needs either some message text or at least one attachment. You cannot reply to a ticket once it is closed: create a new ticket instead and reference the old one if it helps.

Use the Contact form (no sign-in needed)

If you are not signed in, or you do not have an account yet, use the public Contact form.

1. Go to the Contact page at /contact.
2. Enter your Name and Email so we can reply.
3. Pick a Subject from the list (for example General Enquiry, HMRC Connection Issue, Billing & Pricing, or Report a Bug).
4. Type your Message.
5. Submit.

The Contact form is separate from in-app Support tickets: it does not open a conversation thread in the app, so for an ongoing back-and-forth a support ticket is usually better.

Send feedback

The Feedback widget is the quickest way to tell us about a small bug or suggest an improvement. It is a floating Feedback button (a megaphone icon) available across the dashboard.

1. Click the floating Feedback button (bottom-right on desktop; it opens a bottom sheet on mobile).
2. Pick the category that best fits (for example Bug Report or Feature Request).
3. Type your message.
4. Optionally attach an image by dropping, pasting, or clicking to upload.
5. Click "Submit Feedback". A "Thank you for your feedback!" message confirms it was sent.

The page you were on is captured automatically, so you do not need to describe where you were. The screenshot is optional.

See What's New

The "What's New" button (a megaphone icon with an unread badge) in the sidebar or bottom navigation opens a drawer listing recent updates, each tagged as a Feature, Improvement, or Fix. Opening the drawer marks the updates as read and clears the badge. The updates shown are the ones relevant to your plan.

Which one should I use?

• A specific problem you need answered, with replies back and forth: raise a support ticket.
• You are not signed in (or have no account): use the Contact form.
• A quick bug report, idea, or general comment: use the Feedback widget.
• You just want to see what has changed recently: open What's New.

If something goes wrong

• You cannot find New Ticket. Make sure you are signed in and on the Support page. If you have no tickets yet, the button is labelled "Create Your First Ticket".
• Your ticket reply will not send. A reply needs either message text or at least one attachment. Add one and try again.
• You cannot reply to a ticket. The ticket is closed, and closed tickets do not accept replies. Create a new ticket from Support, then New Ticket, and reference the old number if it is relevant.
• You expected an email reply and did not get one. Replies happen in the app, not by email. Open Support and the ticket to read and continue the conversation.

For account and login questions, see Account settings. For email reminder settings, see Notifications and reminders.

Frequently asked questions

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