There are several ways you can offer support to your taxpayers.

• Communicate your site’s support information when you send the taxpayer the URL.  DO NOT rely on them being able to navigate your site and find it.  This should include all ways that the taxpayer can communicate with a certified volunteer at your site such as:
  • Support number, along with hours or operation
  • Email address, along with expectations of when they can receive an answer
• There are several ways you can support your taxpayers which include, but are not limited to
  • Utilizing screen share applications
  • Following along with a support account you have created (you can have up to 5 usernames per email address)
  • Being available to answer tax related questions
  • Being available to help them work through any IRS or state rejects
• If there are questions you (as the site) cannot answer, you should email VITA/TCE with detailed information.  They will need to know the following at a minimum:
  • Account Username
  • Account email address
  • Detailed information on what you need assistance with
• At no time should you recommend or advise a taxpayer to reach out to TaxSlayer for support.  The agents will not be able to assist your VITA/TCE Kiosk taxpayers directly.

Where can I find the taxpayer’s 2019 Earned Income?

Preferred Method

Look at a copy of the taxpayers 2019 tax return.

• Look for Form 8812. Earned income is shown on line 6a.
• If there is no Form 8812, look for the EITC worksheets, which are usually included at the end of your return. Earned income is listed on Worksheet A, Line 1 and Worksheet B, Line 4b.

Alternative Method

If the taxpayer does not have a copy of the 2019 return, the taxpayer can obtain a transcript from the IRS.

Scenario: I have a client that is separated so she is filing Married Filling Separate. They system is asking for her Spouse’s information. Is there a way to bypass this?

Solution:  In order to electronically file the return, the spouse SSN must be entered.  If the taxpayer cannot obtain the information, then you can enter 111-00-1111 to by pass the entry screen, but the return will have to be filed via paper.  The IRS does a SSN/Name match for the spouse SSN during the electronic filing process

Scenario:  The preparer loaded Form 8867 to ensure the taxpayer qualified for EITC, but they do not want it to print with the return

Solution:  Use the assigned QUALTIY REVIEW print set or any print set that you created that does not have a print copy for the 8867.

Scenario:  I have loaded the 8867 in the return, can I remove it

Solution:  No, once the form is loaded and completed it cannot be removed.  Form 8867 is for Paid Preparer’s

Reject Code R0000-905-01
Message Electronic Filing Identification Number (EFIN) in the Return Header must be listed in the e-File database and in accepted status.

(1) This means that e-services does not have your EFIN as an active account

(2) The EFIN holder (Responsible official) should reach out to e-services to inquire why the EFIN is no longer active

(3) You should reach out to your SPEC Relationship Manager

(4) If a new EFIN is issued or has been issued, you must notify your SPEC RM and notify TaxSlayer VITA Support via email.  We have to get the EFIN change approved.

Many states require print approvals, as well as approval for electronic filing.  Due to the significant changes in tax law changes due to the COVID19/Cares Act, many of these approvals are coming in a bit slower this year.  As we receive approvals from the state for the forms, we will remove the DO NOT MAIL banners.  This does NOT prevent you from electronically filing any applicable state return and giving the taxpayer a copy.  The banner warning alerts the state if the taxpayer happens to mail their return to them.

Many of you may be waiting to resend your state e-files until we turn on “State Only” e-file.  The fix is currently in development and will be released as soon as possible.

As you are working with your taxpayers either via your virtual model or those using the FSA Kiosk URLs, you should be reminding your taxpayers/clients that their IP PIN changes each year and they should have received a new PIN to avoid rejects and delays in their tax return.  FSA URL Sites, you may want to send this information with your emails in the event your taxpayers get rejected for IP PIN, they know how to retrieve it. 

https://www.irs.gov/identity-theft-fraud-scams/retrieve-your-ip-pin

If we assigned you an Identity Protection PIN (IP PIN) and you lost it or you didn’t receive our CP01A Notice with your new IP PIN, you’ll need to retrieve it or have it reissued to ‘e-file’ your return.

We assigned you an IP PIN if you:

• Received a CP01A Notice
• Opted-in to receive an IP PIN
• Tried to e-file your tax return and it was ‘rejected because you didn’t include an IP PIN’

How to retrieve your IP PIN online

You may use our Get an IP PIN online tool to retrieve your current IP PIN. We require you to register and verify your identity in order to use the tool. This process is essential to protect your personal and tax information. Please refer to “Step 2: What You Need”, before using the online tool. Follow the prompts to retrieve your IP PIN.

If you previously created an online account and obtained an IP PIN, access Get an IP PIN and log in to your account with your username and password. You may be required to verify your identity again due to our increased account security. Follow the prompts to retrieve your IP PIN.

How to get your IP PIN reissued

If you’re unable to retrieve your IP PIN online, you may call us at 800-908-4490 for specialized assistance, Monday – Friday, 7 a.m. – 7 p.m. your local time (Alaska & Hawaii follow Pacific Time), to have your IP PIN reissued. An assistor will verify your identity and mail your IP PIN to your address of record within 21 days.

Exceptions:

• If you’ve moved since January 1 of this year, or
• It’s after October 14 and you haven’t filed your current or prior year Forms 1040 or 1040 PR/SS.

If you cannot access the Get an IP PIN online tool, your best alternative at this time is to file your tax return by paper without your IP PIN.