Why can't IRS verify my identity using My T-Mobile phone

FYI from IRS website: https://www.irs.gov/individuals/taxpayer-identity-verification-information#registrationerror

Mensajes de texto

When you register for an IRS account, we will send a one-time activation code to your mobile phone number. Each time you log in to your account, we will send a security code by text message or phone call. Text messages from IRS Password Service originate from "77958" and message and data rates may apply. Phone calls originate from "202-318-5542."

• When you receive the code, enter it quickly and accurately.
  • The code is only valid for 10 minutes. You can request a new code from the login screen. Note: you are limited to just a few attempts before you are locked out for 24 hours.
• If you didn’t receive the text message:
  • You may have opted out of receiving messages from IRS password service. Mensajes IN to “77958” to resume service and receive the security code.
  • Your provider may be experiencing technical issues. Request a code via phone call from the login screen or try again later.

Note: Our call center can't troubleshoot text message delivery issues. If you can't get a text message right now, you can get a security code via phone call.

¡Hola, @rmk9785e​!

Do you have a postpaid or prepaid account? Also, are you able to receive SMS' from short codes (ex. bank texts, coupons from stores, etc.)? If short codes are blocked on your account, this may be why they're not able to verify your mobile number.

Happy Friday, @rmk9785e​!

I'm just swinging by to see if you've had a chance to look over my previous reply to you. Keep me updated if anything changes or if you were able to get your identity verified through the IRS.

Sorry for the delay. Here are my answers:

I used to have a prepaid account which I have already changed to postpaid account. Not sure if any remnants of my prepaid status are still not giving my current status of postpaid when IRS system tries to validate my registration.

I am able to receive SMS from CVS and T-Mobile. I don't recall asking short codes to be blocked. How can I have it checked?

Ah, that may be what's going on. Again, I'm not 100% sure how the IRS verifies your identity but you can have your account reviewed to see if you have a content block by contacting us via 611 or T-Force via Facebook o Twitter.

Thank you. I had it checked and was told there’s no block and it is a postpaid account.

IRS has no tech support line for me to call and their regular agents are not trained to handle this type of issues. Our government agencies are so far behind times.

I’m stumped. What else could it be?

Are you on a No Credit Check Post Paid?

Thank you. Checked that one too. It is a credit check postpaid account. Are any T-Mobile customers able to register at IRS web site?

It is possible their records still indicate you as having a prepaid account and would need to be updated. I know finding a customer support option on their site might be a bit tough but did they provide any other ways of verifying?

If you mean IRS by 'they', I doubt if they keep records of the type of accounts T-Mobile customers have. I suspect the old prepaid status may be hiding somewhere in T-Mobile system records which IRS checks to see the type of account one has. IRS does not have any consumer support option for registration to their online systems. They do have a phone number to support businesses. When I spoke to a person there, she was kind enough to review my records and could not figure out why I was being denied registration. Sadly, she said their applications are designed and tested to be compatible only with Internet Explorer even though they could work with other browsers. I tried accessing using IE and it was more responsive but still couldn't verify my identity with T-Mobile.