TRANSFER JOB AID
VALID OR INVALID: CALLER IS REQUESTING AN ADDRESS CHANGE.
WHAT IS: INVALID TRANSFER
Q A7. Does someone who is incarcerated qualify for the payment?
Q A7
What is meant by a Social Security number that is valid for employment?
WHAT IS: Topic A 8
My spouse unenrolled but I didn't, and I did not receive my July payment.
Answer: Those taxpayers
who did not receive a July payment will begin to receive their payments in August.
Topic Q J
Q J7. If my spouse unenrolls and I don't unenroll, what will happen? (added June 21, 2021)
A7. If you don’t unenroll, you will get half of the joint payment you were supposed to receive with your spouse.
What if the bank account number I used was closed or no longer active?
Topic D: Receiving My Payment
A4. In general, if the account is closed or no longer active, the bank returns the deposit and you may have been issued a check mailed to the address we have on file for you. This is generally the address on your most recent tax return or as updated through the United States Postal Service (USPS).
Valid transfer: 16 year old is trying to use the CTC update portal...
WHAT IS INVALID caller has to be 17
What do I do if I lost or destroyed my EIP card?
If your EIP card is lost or destroyed, you may request a free replacement through MetaBank® Customer Service.
What if I do not want to receive advance Child Tax Credit payments?
WHAT IS:
Topic A: General Information / Q A5
A5. If you prefer not to receive monthly advance Child Tax Credit payments because you would rather claim the full credit when you file your 2021 tax return, or you know you will not be eligible for the Child Tax Credit for your 2021 tax year, you can unenroll through the Child Tax Credit Update Portal (CTC UP). CTC UP will allow you to unenroll before the first advance Child Tax Credit payment is made.
For more information regarding CTC UP, see Topic F: Updating Your Child Tax Credit Information During 2021.
How long does it take my unenrollment to process?
WHAT IS:
Do I claim the EIP3 on my tax return?
WHAT IS:
Answer: Topic A 7
No. Do not include the third Economic Impact Payment on your 2020 return that you are filing this year. The third Economic Impact Payment is an advance payment of tax year 2021 Recovery Rebate Credit
EIP issued to an incorrect address
WHAT IS:
• Invalid Transfer
HOW MANY MINUTES PRIOR TO SHIFT SHOULD YOU LOG INTO GENESYS?
WHAT IS: 0
Will advance Child Tax Credit payments affect any government benefits that I receive?
WHAT IS:Topic A: General Information / Q A12
CTC: Why did I receive my August payment as a check when I had direct deposit??
WHAT IS:
Adhoc
August Payments and Direct Deposit:
Agent note: If the caller was expecting a Direct Deposit for 8/13 and are now getting a paper check
Read: Some taxpayers who received their payment via direct deposit in July will receive paper checks for August. IRS is working to correct this as soon as possible. No action is required by affected taxpayers to receive future payments as a direct deposit. Taxpayers can check the payment method online on the CTC Update Portal.
For those receiving their payments by paper check, be sure to allow extra time delivery by mail through end of August. Those wishing to receive future payments by direct deposit can make this change using the Child Tax Credit Update Portal (https://www.irs.gov/credits-deductions/child-tax-credit-update-portal), available only on IRS.gov. To access the portal or to get a new step-by-step guide for using it, visit IRS.gov/childtaxcredit2021. A change made by 11:59 p.m. ET on Aug. 30 will apply starting with the September payment.
Do I need to do anything else other than filling for my 2020 taxes return to receive the advanced Child tax credit?
WHAT IS:
No. You do not need to take additional action beyond filing your 2020 tax return to receive the monthly payments.
Topic E Q3
Caller states they do not have access to the internet and are unable to utilize a public library or other resource to review their status.
WHAT IS:valid
You may transfer the call if you have determined self-help methods are not an option and their inquiry cannot be answered because of lack of internet access. Note: Do not ask callers if they have internet access, this is only if they state this during the call.
EIP Card Not Activated: I received an EIP card for my Economic Impact Payment but didn’t activate it to use the funds. Can I claim the full amount of the credit?
ANSWER d14. No, you must reduce your Recovery Rebate Credit amount by the amounts of Economic Impact Payments that were loaded on the EIP cards. Whether you have activated your card is not relevant to the requirement that your Recovery Rebate Credit amount be reduced by the amount of the Economic Impact Payments.
Topic A A14
Can I provide assistance to the caller with the non-filer tool?
WHAT IS: QL1
Answer: QL1
Yes. You may assist another person, such as a friend or family member or through a volunteer tax return preparation service like VITA or TCE, as long as you have that individual’s permission. You may provide them assistance by helping them understand how to use the Child Tax Credit Non-filer Sign-up Tool or inputting their information into the tool for them. Do not complete the Child Tax Credit Non-filer Sign-up Tool without an individual’s direct participation because the tool requires the individual to declare that the information entered is true, correct, and complete and enter his or her own signature.
If you are in the business of preparing tax returns for other people, you must follow the rules governing the disclosure or use of tax return information provided in sections 6713 and 7216 of the Code. Visit Section 7216 Information Center for more information.
If your caller has recently updated their address on the CTCUP and has questions on when it will take effect, you should advise that the portal takes 5-7 days to process your change in address and reflect the change on your portal profile. Your update will affect your payments beginning in the next month.
true
I did not file my 2020 tax return by the May 17, 2021 deadline. Will I still be able to claim the credit when I file my return later in the year?
WHAT IS: Ans: Q D4 topic D
Caller reporting banks will not cash checks that were dated in April or May, or the checks are not clearing.
valid transfer
Do the EIP cards Expire?
WHAT IS: expires 2023 if not activated
rrc D14
Tip 3: Probe, probe and probe.......... finish reading the response
WHAT IS:
Ask your caller as many questions as needed to help determine the reason for their call. Remember, you are the expert. Our callers count on you to ensure they receive accurate and complete information. Example questions might be, though will depend on the reason for the inquiry: • I would be happy to assist you; can you tell me what you are hoping to resolve today? • Are you the person claiming the credit or are you calling for someone else? • Have you used the Child Tax Credit Update Portal to check your payment status? • What do you see on your Child Tax Credit Update Portal account? • Can you tell me what steps you have taken so far? • How long has it been since you last checked the Child Tax Credit Update Portal?
1.what if I will claim a child in 2021 tax return but didn't claim that child in 2020?
Later this year, the Child Tax Credit Update Portal (CTC UP)
will be updated to allow you to inform us about the qualifying children
you will claim on your 2021 tax return so that we can adjust your
estimated 2021 Child Tax Credit – and therefore adjust the amount of
your monthly advance Child Tax Credit payments.