Outage in Sage
HMRC secure mailbox - FYI
Resolved MinorIncident Report
Summary AI Generated
UK customers experienced connection errors when trying to access the HMRC secure mailbox through Sage 50 Payroll, receiving "It has not been possible to establish a connection to your HMRC Mailbox" messages. The issue affected Sage 50 Payroll's integration with HMRC services for approximately 50 days. The incident was resolved by directing customers to follow specific instructions provided through Sage's knowledge base, with users advised to contact HMRC's Online Services Helpdesk for additional support during the outage period.
We have identified that customers in the UK are receiving an "It has not been possible to establish a connection to your HMRC Mailbox" error when trying to access the HMRC secure mailbox from Sage 50 Payroll.
If you are experiencing this issue please reach out HMRC’s Online Services Helpdesk and provide the following information:
- Inform them that your are obtaining a ‘Request failed, reason unknown’ error when trying to retrieve notices from the DPS.
- Last date a successful retrieval was made, and the first they obtained this error message.
This will help HMRC support with the investigations.
Components affected
Sage 50 PayrollTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
about 1 month ago - at 04/29/2026 11:12AM
If you continiue to experience issues when connecting to the HMRC Mailbox in Sage 50 Payroll, please follow the instructions in this LINK.
Sage services continue to perform as expected.
IDENTIFIED
2 months ago - at 03/27/2026 04:29PM
If you are experiencing issues when connecting to the HMRC Mailbox in Sage 50 Payroll, please follow the instructions in this LINK.
IDENTIFIED
3 months ago - at 03/10/2026 11:34AM
We have identified that customers in the UK are receiving an "It has not been possible to establish a connection to your HMRC Mailbox" error when trying to access the HMRC secure mailbox from Sage 50 Payroll.
If you are experiencing this issue please reach out HMRC’s Online Services Helpdesk and provide the following information:
- Inform them that your are obtaining a ‘Request failed, reason unknown’ error when trying to retrieve notices from the DPS.
- Last date a successful retrieval was made, and the first they obtained this error message.
This will help HMRC support with the investigations.
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