Authorization is the process of giving someone permission to do or have something. Authorization is preceded by authentication, which is the process of determining whether someone or something is, in fact, who or what it is declared to be.

e-services products can be accessed by five categories of authorized users:

The Employee User Portal (EUP) is a web hosting infrastructure. It supports an Intranet portal that allows IRS employees to access business applications and data [e.g., Integrated Financial Services (IFS), e-services, and Modernized e-file (MeF)]. Employee's registration and authentication is required. The EUP communicates with backend application systems (modernization and legacy) via Application Message and Data Access Service (AMDAS). The EUP infrastructure is located at the Enterprise Computing Center in Martinsburg (ECC-MTB).

To access the EUP, you will need the following information:

The Registered User Portal (RUP) is the IRS Internet portal that allows registered individuals to access selected tax data and other sensitive applications. Registration and login authentication are required for registered individuals. Self-authentication with shared secrets is required when first registering. User interactions are encrypted from the user's workstation or system to the portal. The RUP also supports the exchange of bulk files of information with the IRS. The RUP communicates with backend application systems (modernization and legacy). Two identical RUP infrastructures are located in Sterling, VA and Chicago, IL.

There are six instances when the customer will be locked out of e-services (RUP).

The registrant must return to the e-services system and enter the Confirmation Code to complete the registration process within 28 days after initial registration. After confirming the registration, ask the customer to log out and then log back in. This will allow the system to recognize the customer is now confirmed.

If registration is not completed within 28 days, the user must create a new password through the "Expired, Forgotten or Lost Password or PIN" link. This will generate a new Confirmation Code and restart the 28 day time frame. See the figure below for Confirmation Code scenarios:

Some customers request assistance with Registration because they have been unsuccessful completing the process on their own. Search the Registration Record to see if the customer has already registered using these steps:

If you find that the customer is already registered, help the customer use the "Expired, Forgotten or Lost Password or PIN" procedure.

If a previous registration is not found, compare the information the customer is using with the Social Security record by using IDRS (Integrated Data Retrieval System) Command Code (CC) INOLE.

Figure 3.42.8-2

For new Registrants, help the customer select a Username, password and PIN that follows the registration rules. Be sure to advise the customer that the Username must be between 8-10 characters long. Also, advise the customer that the password must be a minimum of 8 and a maximum of 32 characters, and it must contain a combination of letters and numbers, having at least one number and one letter.

Look at the e-services Registration page and click on the "Password Rules" link to see the full list of rules.

If they continue to get the error message "The Username/Password/PIN you entered is not valid, review the rules and try again" , you should ask what password and PIN they are trying. This will help you determine why it keeps failing. Then help them select one that is valid and meets the rules.

e-services passwords expire every 180 days. Upon logging into e-services, users will begin receiving a password expiration warning twelve days prior to expiration. The system will prompt users to change their password. In addition, ten days prior to expiration an e-mail will be sent alerting them that their password is about to expire. If the customer states they never received the e-mail notification:

If the customer did not change their password prior to the expiration date, and they remember their old password and PIN, the system will allow them to unlock their expired password. Advise them to do the following:

The "Change Password" feature will be used when the customer wants to voluntarily change their password or when they receive an e-mail notification advising them their password is about to expire.

The most common problem a customer will have using the change password feature is the "invalid password" message. Users must change their current password by at least 20 percent and follow all of the other password rules. To view a complete set of password rules, do the following:

Sometimes customers have difficulty in changing their password even with the assistor giving step-by-step instructions. If the customer has been unable to successfully change their password, you may ask what they are trying. This will help you determine why it keeps failing. If it appears to meet the rules, it might be too close to a previous password. If you cannot successfully walk them through the process, do the following:

The "Expired, Forgotten or Lost Password or PIN" feature should be used when the customer does not remember their password, their password has expired, or when they fail to confirm their registration within the allotted time frame. Make sure the customer is using their correct Username before directing them to the "Registration Services > Expired, Forgotten or Lost Password or PIN" link.

IRS employees may be registered in e-services for various purposes (e.g., for training, tax forums, customer support). They should be considered customers as well as employees. Electronic Products and Services Support has designated Products and Services Support (PSS) to handle all requests from employees who need this type of support.

IRS employees who need their password reset should follow their local procedures for opening an Information Technology Assets Management System (ITAMS) ticket or call the Enterprise Help Desk at 866-743-5748 prior to contacting the e-help Desk.

e-help Desk Assistors will notate the e-case number and "IRS employee" in the Registration comments field and document "IRS employee" in the e-case. Provide e-case number to employee, and Open-Refer e-case and transfer call to the e-services Technical L2 Provider Group.

If the customer has forgotten their Username, verify their identity by doing the following:

The PIN is used as an electronic signature.

The PIN entered must match the PIN created when the customer registered for e-services or when they last changed it.

When the PIN is reset (on Maintain Registration page), it will reset to the first 5 digits of the user's SSN.

Once the PIN is affixed to an electronic document, it indicates that the person making any changes is authorized to do so.

Figure 3.42.8-3

Error Code 8 or 9 - The customer may receive a Registration Login error message when logging into the RUP. Follow the steps below to resolve this condition:

Error Code 9603 - The registration record name does not agree with data already on e-services. The customer will not be able to access e-services. Document Username in e-case description, Open-Refer e-case and transfer call to e-services Technical L2 Provider Group.

The following instructions apply when an e-services Confirmation Code letter or e-services Address Change letter are returned to IRS as undeliverable.

Undeliverable e-services Confirmation Code letter (Letter 3563) and undeliverable e-services Address Change letter (Letter 1310) should be destroyed as classified waste upon receipt.

Any undeliverable mail belonging to another function should be forwarded to the respective area for action.

If a customer needs assistance with adding a new location, do the following:

If an EFIN is no longer needed or has already been dropped, authorized RUP users can delete the location by doing the following:

If a caller is inquiring about the status of their e-file Application, advise them that they can check the status themselves online by doing the following:

Application Status Definitions are as follows:

For new applications that have not completed the suitability process after 45 days, check application comments to determine if an interim letter was sent.

If customer wants to know how many returns have been filed, accepted or rejected, do the following:

When the customer (payer) indicates that they cannot access TIN Matching even though their employer has named them as an authorized user, take the following steps:

If the customer inquires about the ability to remove a firm's TIN Matching Application from the system, or is requesting that a previously deleted application be restored, determine their role on the application. If they are not the Principal, advise the caller that only Principals can make such a request.

If the caller is the Principal and still needs assistance with revoking/deleting, or would like to restore a previously deleted TIN Matching Application, advise the customer that their request will be referred to the e-services technical staff for resolution. Open-Refer e-case and transfer the call to the e-services Technical L2 Provider Group. Document e-case with the following information:

A Responsible Official (RO) may delete an old Principal after placing a new Principal on the application. If there is no other Principal or Responsible Official to do this, Open-Refer e-case and transfer the call to the e-services Technical L2 Provider Group. Document e-case with the following information:

When submitting a Bulk TIN Request (up to 100,000 TIN and name combinations), as well as an Interactive TIN Request (up to 25 TIN and name combinations), there are nine possible result codes. If the customer calls in for an explanation of these codes, offer the following definitions:

If customer does not see the result code they were expecting, and asks for the correct TIN, explain we are not authorized to disclose that information and they will need to verify with their client.

When a customer submits a Bulk TIN request, they should receive a response within 24 hours. If a customer calls because a response has not been received, or the results are illegible, ask the customer to resubmit their Bulk TIN request. Have them record the Tracking Number and the date/time stamp of their submission. If they still have not received a response after an additional 24 hours have passed, they should call the e-help Desk again.

When the customer calls back because they still have not received a response, Open-Refer e-case to e-services Technical L2 Provider Group. Include Tracking Number and date/time stamp provided by customer, Username, and company EIN in e-case documentation.

When the customer is suspended and/or locked out, they will receive a pop-up message indicating that they are locked and the reason (e.g., Results Code 5 - Duplicate). Inform customer:

Department of Defense is the organization responsible for the Centralized Contractor Registration (CCR). If a Department of Defense customer is locked out:

Sometimes the customer will receive an error message when attempting to use TIN Matching. The four most common errors are:

Each registered user has a Secure Mailbox where data is placed, or deposited. They access this data by clicking the "Mailbox" link found in the navigation tool bar along the top of each e-services page. For most of the products, an e-mail is sent to the user alerting them data has been placed in their Secure Mailbox. Depending on the type of data, and whether or not it has been Read or left Unread, the system will automatically delete the files. The delete time frames are as follows:

Figure 3.42.8-5

e-services Product links are located on the Welcome page. If a caller does not see their links, do the following:

If the links are still not showing, do the work-around of toggling the address, as follows:

If customer still does not see their e-services products at the Welcome page, ask what company they chose at the Select Organization page. Whichever one they selected, suggest they select the other company link. For example, if they initially chose their RO link (DBA name with address), ask them to log out and log in again. This time suggest they select their Principal link (legal name with no address). Sometimes, the e-services products will be found on one of the company links but not both.

Client information via e-services cannot be accessed without a Form 2848, Power of Attorney and Declaration of Representative, on file. This authorization can be viewed on IDRS using CC CFINK and the taxpayer's TIN. Review the CC CFINK response screen for the following:

Disclosure Authorization (DA) is the online method for submitting third party authorizations to the CAF. There are two types of third party authorizations that can be transmitted through DA.

The client's signature consists of the taxpayer's personal tax return AGI, AGI year, and DOB, plus a PIN created by them or their representative. Negative amounts can be used by putting a minus [ - ] sign before the dollar amount.

The income tax year range available for AGI on the DA taxpayer Signature page varies depending on the time of year. The RUP will show the current year plus two or three prior years.

After submission, the only areas which may be modified are the address and phone number. The representative must complete a new DA request when adding another tax form or tax period to the authorization.

Tax professionals with a valid Form 2848 or Form 8655, on file with the CAF or RAF (Reporting Agents File) Units, can initiate electronic account inquiries on behalf of their clients. The following inquiries are available through EAR for tax professionals with a valid Form 2848:

The following inquiries are available through EAR for Reporting Agents with a valid Form 8655:

EAR inquiries are worked by PPS. The user must enter the following required information: TIN, CAF number, and their e-mail address, and then choose the tax form and tax period pertaining to the inquiry.

After the user submits an EAR inquiry, they will receive an acknowledgment page that confirms successful submission. This page summarizes the date and time of the transmission, type of inquiry, tracking number, taxpayer's name and taxpayer's identification number. EAR responses are usually delivered within three business days (72 hours) to the user's e-services Secure Mailbox. The user will receive an e-mail telling them that a response is in their e-services Secure Mailbox.

Transcript Delivery System (TDS) allows tax professionals, Reporting Agents, Low Income Tax Clinics (LITC), state and local governmental agencies, and internal IRS users to request and receive transcripts electronically. Un-enrolled preparers cannot request transcripts through TDS. Tax professionals and LITC representatives must have a Form 2848 on file to access client transcripts. Reporting Agents need a valid Form 8655. The TDS system does not accept Form 8821 as a full Power of Attorney. The following products are available through TDS:

Sometimes the user has problems transmitting and receiving their TDS information. The following subsections may help to resolve those issues. If the problem is still not resolved, Open-Refer e-case and transfer the call to e-services Technical L2 Provider Group. Always include the Username in the write-up when elevating to L2.