1. When I try to log-in I see a message stating “Please enter a valid User ID and Password”. (posted 11/8/11)

You have received this error because either your username or password are incorrect. The information entered must match the username and password you created last year if you registered online.

Solutions:

1. Click the Forgot User ID link on the PTIN account Login screen to have your username emailed to you.
2. Click the Forgot Password link on the PTIN account login screen to reset your password and have a temporary password emailed to you.

If you have forgotten both your username and password, click Forgot User ID first, then click Forgot Password.

2. I can’t remember my User ID for my PTIN account. (posted 11/8/11)

1. Most preparers use their email address for their User ID.  It is the default User ID and would only be different if you intentionally chose a different User ID.
2. If you are unable to remember your User ID, go to the PTIN account sign-in screen. Click the “Forgot User ID” link on the right-hand side of the screen. 
3. Once you enter the email address and answer the secret question you chose when you first registered last year, an email will be sent containing your User ID.
4. If you do not receive your email within 24 hours, check the “Junk” or “Spam” folder of your email account.

3. I can’t remember the Password to my PTIN account. (posted 11/8/11)

Follow these instructions to create a new PTIN account password:

1. Go to the PTIN account sign-in screen and click the “Forgot Password” link on the right-hand side of the screen.
2. Enter the User ID of your PTIN account. If you are unsure of your user ID or if you get the message stating “User ID Not Found” click the ”Forgot User ID” link on the same screen to retrieve your User ID.
3. Once you enter the User ID and answer the secret question you chose when you first created your PTIN account, an email will be sent to you that contains a temporary password.
4. If you do not receive your email within 24 hours, check the “Junk” or “Spam” folder of your email account.
5. Once you receive your temporary password, log into your PTIN account with your user ID and temporary password.
6. Follow the steps on the screens to reset your password.
7. Carefully note your username and password for future reference.

4. I don’t have access to the email address associated with my PTIN account. (updated 12/12/11)

1. Select “Forgot or Cannot Access Email?” from the PTIN homepage.
2. Enter your Last Name, Date of Birth, and PTIN and select Next.
3. Enter your Social Security Number and the answer to your Secret Question.
4. Enter a new email address to associate with your account. NOTE: Use only an email address that you will have access to throughout the calendar year. You will receive all PTIN correspondence at this email address.
5. You will receive your user ID at the new email address you provided. If you need to change that user ID, log into your PTIN account and select “View/Edit Login Information” from the Main Menu.

5. I don't see an option to renew on the PTIN system. (posted 12/2/11)
 
You must log into your original PTIN account and select "PTIN Renewal" from the Main Menu. Do not create a new account.  If you do not remember your user ID or password or email from your original PTIN account, select "Forgot User ID" or "Forgot Password" or "Forgot or Cannot Access Email" under "Returning Users"  and follow the steps provided.  

6. I completed my renewal application, but do not see an option to pay. (posted 12/2/11)
 
If you do not receive an option to pay at the end of the renewal process, your application is incomplete. On the "Summary Report" screen, it will state: "There are some problems with your information. They are listed below." You must resolve the issues to receive the payment option.
 
A common error is not adding the expiration date to your professional credentials. Press "Previous" until you return to the professional credentials page. Then select "edit" next to your credential. Add in the expiration date in the space provided. If your credential has expired, you must delete it. If your credential does not have an expiration date, you should enter December 31 of the year for which you are applying or renewing your PTIN (e.g., 12/31/2012 if you are renewing your PTIN for 2012).

7. I’m getting a Duplicate SSN message when I try to renew. (posted 11/8/11)

1. A duplicate SSN message is caused by trying to create a new PTIN application when one already exists.
2. If you applied via a paper W-12 last year and are trying to renew your PTIN online, you need to link your PTIN to your online account via a Secure Token that will be sent to you in the mail in November 2011. If you do not receive the letter call the PTIN information line to request a replacement. 
3. If you applied and received a PTIN using the online system last year you need to ensure that when you log-in your PTIN is displayed on the right-hand side of the screen. If you are logged into the correct account your PTIN will be displayed on the right side of the screen and you will see a “renew PTIN” link on the left side of the screen.
4. If you already have a PTIN do not click the “PTIN Sign-Up (for first-time Users). This link will submit a new PTIN application and will create a duplicate application. If you accidently clicked this link please call the PTIN line for assistance and tell the CSR you need them to clear a Duplicate SSN error.

8. I Received Letter 4762 and am trying to link my online account to my PTIN. (posted 11/8/11)

1. Preparers who applied via paper W-12 last year are not able to renew online until they create an online account and link it to their existing PTIN.
2. Create an online PTIN account and follow the instructions below.
3. If you already have a PTIN online account:
   1. Log into your PTIN account and click the “Activate Online PTIN account” link on the left side of the screen.
   2. Enter in the activation code from the letter. 
   3. Enter the PTIN from the letter. 
   4. Enter your Social Security Number twice. (If you do not have an SSN, do not enter anything in the SSN field) 
   5. Enter your date of birth in full format. (MM/DD/YYYY)  
4. All the information must match exactly.
5. Click the Submit button when all information has been entered.
6. A summary screen will be displayed. Click the submit button to confirm the information.

9. I Received Letter 4762 and while activating my online account received this error message: “The information you provided does not match our records. Double-check your information and try again. Be careful not to transpose numbers.” (posted 11/8/11)

1. Check that you correctly entered the activation code from your letter.
2. Check that you correctly entered the PTIN from the letter.
3. Try typing out your SSN in another program and then copy and paste it into the Social Security Number field.
4. Your date of birth must match what exists in the PTIN system. It should be entered in full date format (MM/DD/YYYY).

10. Professional Credentials require an expiration date. (posted 11/8/11)

1. If you have a professional designation listed on your PTIN be sure to add in the expiration date when you renew your PTIN. 
2. The expiration date must be added to the professional credentials screen. 
3. Click the “edit” link next to your professional credential to add the expiration date
4. If your credential does not have an expiration date, you should enter December 31 of the year for which you are applying or renewing your PTIN (e.g., 12/31/2012 if you are renewing your PTIN for 2012).

11. I got an email telling me to check my Secure Mailbox. (posted 11/8/11)

All online PTIN account holders now have an online secure inbox. This is where we will send you messages about your PTIN. Every time a new message is put in your secure inbox, you will receive a notification at the email address associated with your PTIN account to check your secure inbox.

Disable your pop-up blocker on your computer in order to view your secure messages.

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