When your client registers for the Customer Portal and enters different information than you have included in their tax return, they will see this error:
Provided information did not match information from the tax return.
To get past the error message, the taxpayer needs to use the exact identifying information that was entered in the return from which the Customer Portal invitation was sent.
Step 1: Verify the Customer Portal Details
- Last Name
- Last 4 digits of SSN
- Mobile number
For instance, a taxpayer will receive the error message if a Customer Portal link was sent to the taxpayer's email address (taxpayer1@gmail.com) but the taxpayer attempts to register with another email address (taxpayer@yahoo.com).
If you discover that some information is incorrect in the return, correct it in the return, then resend the Customer Portal invitation link.
If the taxpayer is having difficulty confirming their Customer Portal login, you can switch the method on how they receive the invite by resending the invitation, i.e., send the invitation via text instead of e-mail, or vice-versa.
Additional Information: