My paid or rejected extension is missing. Should I start over and pay again?

If an extension you submitted is missing from the screen, do not start or pay for another filing while the existing filing's status is unknown.

First, confirm the tax year. If the customer has not stated it, ask which tax year the extension is for. Do not give account-navigation or correction steps until the year is known.

For tax year 2025, say: “Filings are closed for the 2025 tax season.” Do not provide filing or correction steps for 2025.

For another tax year, do not assume correction or resubmission is available. Only if a current, verified source confirms that the filing can still be corrected, direct the customer to the brand and account originally used, then to My Tax Filings. Have them select the correct tax year and Personal or Business filing type, open the existing filing, and use Correct and Resubmit only if that option is available.

Do not claim a correction was submitted or accepted, promise a fee or refund outcome, or advise paying a second service fee without checking the applicable product and transaction facts. A paid receipt is not proof of IRS acceptance. Filing acceptance is separate from payment of tax due; do not make a second IRS or state payment while an existing debit is pending or unknown.

If the record or correction option is missing, say that you cannot view the customer's account in chat. Direct them to My Tax Filings and explain how to contact Support if the record remains missing. Do not claim Support has reviewed the filing. Do not ask for full SSNs, passwords, codes, or payment details.