HMRC Extends Deadline After Pension Glitch Blocks 21,000 People from Paying NI Contributions

Thousands of people may have missed the opportunity to boost their retirement income due to a technical glitch that struck the HMRC’s online services earlier this month.

Now, HM Revenue and Customs is offering a final lifeline for those affected by the blunder that temporarily shut down access to National Insurance (NI) top-up services.

The Glitch That Disrupted Pension Plans

On April 5, 2025, just as a key deadline loomed for voluntary NI contributions, HMRC’s online system went offline—one day earlier than expected. This error disrupted access to the payment portal, preventing approximately 21,000 people from submitting contributions intended to fill gaps in their NI record between the years 2006 and 2018.

The early closure meant users encountered error messages claiming the deadline had already passed, leading many to believe they had permanently lost the opportunity to increase their State Pension entitlements.

This situation caused widespread frustration among individuals trying to make final payments under the government’s extended window for backdated NI contributions. Normally, the UK only allows top-ups for the previous six tax years.

However, transitional rules introduced after the 2016 State Pension reforms permitted a rare opportunity to purchase NI credits going back almost two decades.

HMRC’s Apology and Correction Plan

Following public outcry, HMRC acknowledged the mistake and apologized. The agency confirmed it would directly contact everyone impacted by the error and give them another opportunity to complete their payments.

In particular, individuals who submitted a callback request through the Department for Work and Pensions (DWP) before the April 5 deadline will be prioritized. HMRC aims to process these cases swiftly to ensure no one unfairly loses out on higher retirement income.

Why It Matters: NI Gaps and the Full State Pension

In the UK, receiving the full new State Pension—currently £230.25 per week—requires at least 35 qualifying years of NI contributions. Individuals with incomplete records can end up with significantly lower weekly payments, affecting long-term retirement income.

Paying voluntary NI contributions can be a cost-effective way to bridge these gaps. For many, it can translate into thousands of pounds in extra income over the course of retirement. However, this option becomes less accessible after strict time limits pass.

That’s why the missed opportunity due to the online glitch was so critical—especially for older workers and those nearing retirement.

Wider Issues: Missing Credits for Parents and Carers

This glitch is just one of several recent issues affecting State Pension eligibility. In a separate but significant error, DWP and HMRC identified a problem involving Home Responsibilities Protection (HRP), which was meant to provide NI credits to people—mainly women—who claimed Child Benefit before May 2000.

It’s now believed that up to 300,000 individuals may have incomplete NI records because HRP credits weren’t properly applied. This could mean pension underpayments totaling between £300 million and £1.5 billion, according to estimates from the government.

What You Should Do Now

Whether affected by the April 5 outage or potential HRP credit gaps, here’s what to do next:

• Check Your NI Record and Pension Forecast: Visit the Check your State Pension page.
• Apply for Missing HRP Credits: If you claimed Child Benefit before May 2000, use this form.
• Contact HMRC Directly: For support on voluntary NI contributions or glitch-related issues, call 0300 200 3500 or visit the HMRC National Insurance contact page.
• Act Promptly: While HMRC is working to fix the issue, those affected should respond quickly to any outreach or make contact proactively to avoid further delays.

Conclusion

This incident underscores the importance of digital reliability when dealing with life-impacting financial matters like pensions. While HMRC’s corrective measures are welcome, many individuals will need to remain proactive to ensure their records are right—and their retirement income is secure.

This article has been carefully fact-checked by our editorial team to ensure accuracy and eliminate any misleading information. We are committed to maintaining the highest standards of integrity in our content.