Call Drivers
A caller wants information on amending a return.
Wrong Number
Finding detailed information for changing a DoB or SSN
Name DoB and SSN Requests
“I signed up for next year, now my boss wants me to work before January.”
CPG 31
“I don’t remember my PTIN”
Webchat 12
Password requirements for online PTIN accounts
Must be minimum of 8 characters and have at least:
one number,
one upper case letter,
one lower case letter,
one special character
A preparer is unsure how to access their account on their computer.
Online Login Assistance
Detailed information on protocol for a threatening call or mail correspondence
Threat Procedures from Preparers
“The system isn’t taking my secret question to reset my password”
CPG 41
“I haven’t prepared taxes since 2014, can I renew my old PTIN”
Webchat 89
A preparer can see their PTIN on their online account here
the top right, under PTIN Information Box (Versa Online)
Phishing emails, texts, and phone calls sent to preparers.
Communications
CSR information on the Annual Filing Season Program
AFSP Call Procedure Guide
“What do I need to do to be part of the AFSP”
CPG 47
“I’m concerned that someone stole my identity and is fraudulently using my personal information”
Webchat 16
The form a preparer needs to fill out if they suspect misuse of their PTIN
Form 14157 (CPG 28)
A caller asks when they can apply for a PTIN for next year.
PTIN General Question
A document outlining changes a preparer and CSR can make to an account
Account Information Changes
“I had a PTIN, but online there is no option to renew and it doesn’t show my PTIN”
CPG 44
“I’m trying to renew but I don’t see that option”
Webchat 27
Change requests that require notarized documents
DoB and SSN Changes (CPG 5)
A preparer wants to check on their PTIN status
Account Assistance & Change
Information on situations that cannot be answered by a CSR and require escalation
Creating a Case
“I applied for a PTIN without an SSN but now I have one, so can I change my application”
CPG 72
"Due to personal matters I am taking a hiatus from preparing taxes this year and will not be needing my PTIN"
Webchat 13
A CSR will do this when a preparer is insisting that they want a refund for their PTIN application
Advise the preparer to submit a written request (CPG 82)