How to call an IRS operator, not a robot: step-by-step instructions

Not all questions can be answered using the Internet, especially when it comes to taxes. Anyone who has tried to call the IRS knows that talking to a live person on the other end of the line is nearly impossible. Lifehacker explains how to get help from a real IRS person over the phone.

Photo: iStock.com/gerenme

This year, the IRS will be working to improve its telephone service as well as expand its online tools.

Most people who call the service are either frustrated by the long wait or are fed up with the complex phone menu that leads from one automated message to another, so they simply hang up. How can I quickly contact someone at the IRS to resolve my issue?

How long will you have to wait to talk to someone at the IRS?

The IRS says the average wait time this year is just four minutes. Some phone lines may have longer wait times. This is a significant improvement from the average of 27 minutes over the past few years.

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The IRS says the longest waits typically occur on Mondays and Tuesdays. Back in 2017, a major study by enQ, Inc. showed that the best time to call is before 9:00 am on the east coast and after 17:00 pm on the west coast.

What to do before calling the IRS

The IRS recommends checking your online resources before calling. There is a list of common problems. You may find the answer to your tax return, payment, or identity theft concerns.

How to Contact a Real Person at the IRS

To talk to someone at the IRS, you need to call, then follow the menu prompts and eventually find an operator if one is available.

IRS Phone Number: 1-800-829-1040. It is valid from 7:00 to 19:00 local time (Monday to Friday). Accountant Amy Northard offers the following cheat sheet for navigating the IRS phone menu in her blog.

The first question the automated system will ask you is: choice of language. When installing the language, do not select Option 1 (regarding refund info). Click instead 2 for “For answers about you personal income taxes...”.

Then press 1 for “For questions about form you have already submitted…", after that - 3 for “for all other questions”.

Next click 2 for “for all other questions”. When the system asks you to enter your SSN or EIN to access your account information, do not enter anything. After the system asks you twice, you will be presented with another menu.

Then press 2 for “personal or individual tax related questions”.

And finally press 4 for all other requests. After this, the system should connect you with the operator.

Make sure you are ready for the call

Before you call, make sure you have everything you need to talk to the operator. The IRS recommends having the following on hand:

• social security number (SSN) and date of birth;
• Individual Taxpayer Identification Number (ITIN) for taxpayers without a Social Security number;
• filing status (single, head of household, married, filing jointly, or married filing separately);
• tax return for the previous year;
• the tax return you are calling about;
• any correspondence the IRS sent to you.

What to do if you can't contact anyone at the IRS

If you live near your local IRS office, you can call them directly. They probably won't be able to answer your questions over the phone, but your Taxpayer Assistance Center (see State Guide here) can make an appointment.

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If you still find it difficult to get help from a real, live person, try contacting Service for protecting the interests of taxpayers. This is an independent office of the IRS that exists to help people solve their current tax problems.

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