Key takeaways
- HMRC's digital assistant, called Ask HMRC, is available 24 hours a day, 365 days a year and needs no login.
- If the assistant cannot answer, you can ask to be transferred to a webchat adviser, if one is available; the adviser sees your earlier chat.
- Webchat advisers only discuss your own tax affairs after identity and verification checks, the same as on a phone call.
- The digital assistant gives general answers linked to GOV.UK guidance, not advice on your personal circumstances.
- HMRC says 78% of customer interactions were digital in 2025/26, and it aims for at least 90% by 2030.
- Tax agents have a separate agent-only webchat for many Self Assessment and PAYE queries, open Monday to Friday, 8am to 6pm.
- You can print or save a PDF of a chat with the assistant or an adviser to keep as a record.
HMRC’s digital assistant answers general tax questions 24 hours a day without a login, and can hand you to a webchat adviser if it cannot help. Use it instead of the phone for “how do I” questions, simple account queries and when the phone lines are closed. Phone or write instead for complex disputes, formal appeals or anything the chat cannot handle.
What is the HMRC digital assistant?
It is a chatbot on HMRC’s online services, linked from the “contact” pages on GOV.UK. HMRC’s algorithmic transparency record, published on 26 June 2025, says it matches your question to a set of pre-written answers that link to GOV.UK guidance.
Key facts from that record:
- It is available 24 hours a day, 7 days a week, 365 days a year.
- You do not need to log in.
- It gives accurate but non-personalised information.
- It had 5.48 million interactions in 2024/25 (to 6 March 2025).
HMRC’s 2026 roadmap update, updated 27 July 2026, calls it “our AI-powered digital assistant, Ask HMRC” and reports over 6.3 million interactions in 2025/26.
How does webchat with an HMRC adviser work?
Webchat is the human step after the digital assistant. If the assistant cannot answer, you can ask to transfer to an adviser, if one is available. Not every tax has webchat.
- Open the digital assistant from the GOV.UK contact page for your tax.
- Ask your question in plain words. Rephrase if the assistant offers options.
- Ask for an adviser if the answer does not help.
- Pass identity and verification checks before the adviser discusses your own affairs.
- Save a transcript as a PDF before you close the chat.
The adviser sees your conversation with the assistant, so you do not need to repeat it. HMRC says about 909,000 users escalated to webchat in 2024/25.
When to use chat instead of the phone
Chat suits simple and general questions; the phone suits complex or urgent ones. This comparison sets out the trade-offs.
| Channel | Best for | Hours |
|---|---|---|
| Digital assistant | General “how do I” questions | 24 hours, every day |
| Webchat adviser | Queries needing a person, after ID checks | When advisers are available |
| Phone | Complex, urgent or multi-tax issues | Usually Mon to Fri, 8am to 6pm |
| Post | Formal appeals, complaints, documents | Any time |
The Self Assessment contact page, updated 28 July 2026, lists the digital assistant first for registering, ending Self Assessment, filing, paying, penalty appeals, refunds, activation codes and Making Tax Digital for Income Tax. The phone line, 0300 200 3310, is open Monday to Friday, 8am to 6pm.
Which applies to you?
Pick the channel that fits the question.
- If you want to know how to do something, such as register for Self Assessment, start with the digital assistant.
- If the phone lines are closed, use the assistant; it never closes.
- If you need someone to look at your record, ask the assistant for a webchat adviser, or call.
- If you have been on hold for a long time, try chat, and check the best time to call HMRC.
- If you are appealing a penalty or complaining, follow the formal route on GOV.UK and keep written evidence.
- If you are an agent, use the agent webchat or the agent dedicated line.
- If you are dealing with a bereavement, HMRC’s 2026 roadmap update says it has introduced a webchat channel for bereaved customers.
What chat cannot do
The digital assistant has limits that send you back to the phone or post.
- It does not give advice on your personal circumstances.
- It cannot see your tax record; only an adviser can, after checks.
- Webchat is not offered for every tax.
- Some topics are excluded. For example, the Inheritance Tax assistant cannot help with an IHT400 already sent; see the HMRC Inheritance Tax helpline.
For phone numbers across every tax, see our list of HMRC telephone numbers.
Webchat for tax agents
Agents have their own channel. HMRC’s Tax Agent’s Handbook describes an agent-only webchat as “a faster alternative to telephony for many Self Assessment and PAYE queries”, open Monday to Friday, 8am to 6pm. HMRC’s 2026 roadmap update says the agent webchat is due to relaunch in 2026 with clearer signposting.
Is GOV.UK Chat the same thing?
No. GOV.UK Chat is a separate tool from the Government Digital Service. It launched on 14 May 2026 in the GOV.UK app and gives answers based on official guidance. Users are told not to share personal information, and it cannot deal with your HMRC record.
Why HMRC is pushing chat
HMRC wants most contact to be digital. Its 2026 roadmap update says 78% of customer interactions were digital in 2025/26, up from about 65% in 2020/21, with an ambition of at least 90% by 2030. The HMRC app had 7.6 million unique users in 2025/26. Expect more services to point you to chat first.
Frequently asked questions
Is HMRC webchat available 24 hours?
The digital assistant is available 24 hours a day, every day. Human webchat advisers are only available at certain times and not for every tax.
Do I need to log in to use the HMRC digital assistant?
No. You can ask general questions without logging in. A webchat adviser will run identity checks before discussing your own tax affairs.
Can the HMRC digital assistant give personal tax advice?
No. It gives general answers that link to GOV.UK guidance. For questions about your own record, ask for an adviser or call.
Can I save my HMRC webchat conversation?
Yes. You can print or save a PDF of your chat with the assistant or an adviser.
Is there a webchat for accountants and agents?
Yes. HMRC runs an agent-only webchat for many Self Assessment and PAYE queries, open Monday to Friday, 8am to 6pm.
Sources
Rates, thresholds and rules in this guide were checked against HMRC and GOV.UK guidance on 6 November 2026. Tax rules change, so check the current position on GOV.UK or with a qualified adviser before acting. This guide is general information, not personal advice.