Sec. 5 Common Problems — Publication 1516

Item	Issue	Resolution
1	You are locked out of your FIRE account.	Contact TSO for account reset Monday through Friday 8:30 a.m. – 5:30 p.m. ET.Listen to all options before making your selection. • 866-455-7438 (toll-free) • 304-263-8700 (International) (Not toll-free) • Deaf or hard of hearing customers may call any of our toll-free numbers using their choice of relay service If you cannot reach helpdesk for account reset you can create a new account by entering the TCC, TIN and the Firm Legal Name as it appears on the IR Application for TCC and create a new User ID for the new account.
2	You have not received a file status email.	To receive emails concerning files, processing results, reminders and notices, set the SPAM filter to receive email fromfire@irs.govandirs.e-helpmail@irs.gov. Turn off any email auto replies to these email addresses.Check the File Statusto ensure that your information was transmitted. Check “Verify Your Filing Information” page in your FIRE account to ensure the correct email address is displayed.
3	You don’t know the status of your submission.	Generally, the results of file transfers are posted to the FIRE System within two business days. If the correct email address was provided on the “Verify Your Filing Information” screen when the file uploaded, an email will be sent regarding the file status. If the results in the email indicate “Good” and the “Count of Payees” is correct, the filer is finished with this file. If any other results are received, follow the instructions in the “Check File Status” option. If the file contains errors, get an online listing of the errors. If the file status is good, but the file should not be processed, filers should contact TSO. You must state if you want the file made bad or closed.
4	You received a file status of “Bad.”	If a file is “Bad,” make necessary changes and resubmit as a replacement file. You have 60 days from the original transmission date to send a good replacement file. If an acceptable replacement file is received within 60 days, the transmission date for the original file will be used for penalty determination. Original files submitted after the due date or acceptable replacement file sent beyond the 60 days may result in a late filing penalty.
5	You received an error that more than one file is compressed within the file.	Only compress one file at a time. For example, if there are 10 uncompressed files to send, compress each file separately and send ten separate compressed files.
6	You resent your entire file as a correction after only a few changes were made.	Only send those returns that need corrections, not the entire file. SeePart A, Sec. 7, Corrected Returns.

Item	Issue	Resolution
7	You received an error that the file is formatted as EBCDIC.	All files submitted electronically must be in standard ASCII code.
8	You received a TCC/TIN mismatch error when entering your TCC/TIN combination in your FIRE account.	Enter the TIN of the company assigned to the TCC and the Firm Legal Name as it appears on the IR Application for TCC.
9	Transmitter sent the wrong file.	Contact TSO Monday through Friday 8:30 a.m. – 5:30 p.m. ET. Listen to all options before making your selection. • 866-455-7438 (toll-free) • 304-263-8700 (International) (Not toll-free) • Deaf or hard of hearing customers may call any of our toll-free numbers using their choice of relay service
10	You sent a file that is in the “Good” status and you want to send a different file in place of the previous one.	Contact TSO Monday through Friday 8:30 a.m. - 5:30 p.m. ET. Listen to all options before making your selection. • 866-455-7438 (toll-free) • 304-263-8700 (International) (Not toll-free) • Deaf or hard of hearing customers may call any of our toll-free numbers using their choice of relay service
11	You sent a file in .PDF format.	All files submitted electronically must be in standard ASCII code. If you have software that is supposed to produce this file, contact the software company to see if their software can produce a file in the proper format.