CPG # Responds
A caller asked, “I submitted my federal taxes, but I received a letter from the IRS saying they need to verify my identity.” What CPG should I use?
Non-PTIN Issued Letters; CPG 38
"Am I supposed to get a letter or a confirmation email? I just submitted my PTIN application online and haven't received the email."
Secure Messaging - Inform the caller they should allow up to 24 hours to receive the message.
CPG 32
The user fee to obtain a PTIN is $______.
$35.95
True or False: The IRS requires that all paper payment receipts from the preparer be stored for a period of 14 business days.
True.
Job Aid >> "Mail Process_Paper Process".pdf
What is our PTIN Account Information Line?
PTIN Account Information Line - Toll-Free: 877-613-PTIN (7846)
A caller asked, “I want to be part of the AFSP, but I’m missing CE credits on my profile.”
7. For corrections or inquiries regarding missing CE credits or courses, preparers must contact their CE provider directly and ensure the CE Provider has their current name and PTIN.
CPG 53
A caller asked for our contact number and business hours, which CPG should you used?
877-613-PTIN (7846)
Hours of Operation for IRS PTIN Information Line: Monday - Friday 8am to 5pm Central time. It is not open on weekends or Federal holidays.
CPG 77
_______ is displayed once you have used the Application Module to find a preparer and click on the "Eyeball" icon.
Transaction Checklist, PPT Day 2
What are the five categories of CE courses to complete by the RP and reports by IRS?
1. Ethics
2. Federal Tax
3. Federal Tax Update
4. Qualified Retirement Plans Matters
5. SEE Test Preparation
6. Annual Federal Tax Refresher
JOB AIDS >> "CE Credits" pjg.
What's the name and number of this Form?
(SS 8)
W-12; IRS Paid Preparer Tax Identification Number (PTIN) Application and Renewal
"I have not renewed in a few years because I wasn't working, but I’m going back to work and need my PTIN again. It’s only showing me a renewal for 2017. I need my PTIN for the next year, 2021."
Reactivate PTIN, CPG #16
"I created a PTIN several months and you're supposed to receive an account creation letter, right? I just got one and wanted to know why it took forever?"
“Mailing of the account creation notices was delayed for several weeks because of the pandemic – we apologize for the confusion caused by the delay – if you are a tax return preparer who has created a PTIN account in the past several months, you don’t need to take any action. Only if you’re not familiar with PTINs and have never created an account should you take any action.” CPG 34
___ is a unique ID assigned to a CE record in TPPS to map it back to the CE-Prat system.
CEPARS ID
JOB AIDS >> "CE Credits" .pjg
What is the ninth step in the renewal application process for VR?
9. Enter all the information as presented on the application in the order the system requests
Job Aids >> "Renewal quick app processing" pdf.
When do you send this to a preparer?
Form 4739, when their PTIN was declined.
"I created a PTIN in 2019, and haven’t since then. I got a letter in the mail stating I have an account change when I have it set to inactive. I haven't touched it since 2019! I don't know if you could find out if someone got into my account or stole something."
ID Theft to obtain a PTIN and PTIN misuse fraud
CPG 14 & 28
***A preparer calls and asks about the next steps after completing their courses for AFTR. After future questioning, you discover that they do not have an online account and haven't received their proof of completion. What would you do in this situation?
Record of Completion (RoC); CPG 48
Any preparer who has filed __ or more __ series returns using their PTIN this year. They can view the number of returns filed under the ‘______’ section of their online PTIN account.
"Any preparer who has filed _50_ or more _1040_ series returns using their PTIN this year. They can view the number of returns filed under the ‘_Returns per PTIN_’ section of their online PTIN account."
Job Aids >> "Versa Online (VO) Guide".pdf under the 'Return Filed per PTIN' table of contents.
What is the fourth step in AFSP Summary Report Eligibility Research?
4. From the Letter dropdown menu, select ‘AFSP Summary Report’
JOB AIDS >>> 'AFSP CPG' .pdf
As of today, how many total files are in the Job Aids? What are the two other guides that we rely on outside of job aids?
34 files; Job Aids >> CTRL A
Versa Online (VO) & Versa Regulation (VR) Guides
Went through the process but it won’t let me finish the payment section. Will I get a receipt?” After probing, the CSR discover that the preparer applied down the wrong path.
CPG 72 (3 part question, FYI)
Either rely on Canceling or Open an application job aid or Duplicate SSN scenarios; PTIN Registration SSN, PTIN Registration No SSN, and PTIN Registration Never Filed.
Advise the preparer of the next actions to complete the renewal process on the OG PTIN account or reference the job aid to help with the incorrection application type/option. Create a contact history note.
A preparer's PTIN is in revoked status and does not know why. What should the CSR do while still on the phone with the preparer and what code should the CSR put?
Give the CPG you found it in, the process the CSR needs to take, where else they need to look, and what code the CSR needs to put.
CPG 69.
-CSR should create a case, advise the preparer that you are escalating the inquiry and to allow 4-6 weeks for a response. Do not promise to call them back and do not inform the preparer to keep calling us about the status. Collect name, mailing address, phone number, ssn, dob, detailed information of request/inquiry. Call History note.
-The CSR would look at the document Creating a Case.
The CSR should use classification code: FTC- Felony/Tax Compliance.
"The _____ application will then automatically connect you with the ___ caller and send the greeting to the ____ caller for you. Your phone will be connected to the ____ but you will get “_____”. It is important to keep the agent’s phone off hook for the duration of the call. If you hang up, the ______ caller will get disconnected."
The _NexTalk_ application will then automatically connect you with the _TTY_ caller and send the greeting to the _TTY_ caller for you. Your phone will be connected to the ACD but you will get “_dead air_”. It is important to keep the agent’s phone off hook for the duration of the call. If you hang up, the _TTY_ caller will get disconnected."
Job Aids >>> Tool-specific Training >>> Next_CCS_Agent_Quick_Reference_v2 05152021
What are the 8 acceptable documentations for name, DOB, and SSN change requests?
1. Marriage Certificate
2. Divorce Decree
3. Court ordered legal name change
4. Certificate of Naturalization
5. Certificate of Citizenship
6. Social Security Card
7. Government issued photo identification
8. Statement/letter from SSA as proof of DoB correction
Job Aids >>> "Name DOB & SSN requests" .pgj
Form 4764; Renewal Welcome Letter