IRS Digital Support Tools Drive Record Use During Filing
As the 2025 tax filing season reaches its busiest period, IRS digital support tools are seeing record levels of activity as taxpayers look for faster ways to handle tax matters online. Many filers now rely on self-service tools on IRS.gov to check refund status, access records, and manage payments, rather than waiting for phone-based taxpayer services from the Internal Revenue Service.
High call volumes during peak filing weeks have pushed many taxpayers to rely on Digital Services and Taxpayer Digital Communications instead of direct phone contact. The Internal Revenue Service has increasingly encouraged this shift, noting that taxpayers' ability to resolve common issues online improves taxpayer service and reduces delays during the filing season.
Digital services expanded significantly after reforms such as the Taxpayer First Act and funding under the Inflation Reduction Act. These efforts focused on improving the overall taxpayer experience by modernizing digital communications and expanding the tools available for taxpayer interactions.
Online accounts have become a central feature of taxpayer digital services. Through the Taxpayer Online Account system, individuals can view balances, access taxpayer correspondence, and review taxpayer documentation tied to their federal tax records under the Internal Revenue Code.
Account access requires identity verification through Security Access Digital Identity procedures designed to protect taxpayers from identity theft. Some users receive a time-limited unique access code or a 10-digit alphanumeric code as part of the verification process before they can enter the system.
The “Where’s My Refund?” system remains one of the most widely used self-service tools during the filing season. Taxpayers can check the status of their federal tax refund using a Social Security number or an Individual Taxpayer Identification Number, along with filing status and the refund amount.
The Internal Revenue Service reports that electronic filing now accounts for roughly 93 percent of tax returns. Because electronic filing allows faster confirmation and processing, many taxpayers check their refund status through digital tools rather than calling taxpayer service lines or visiting Taxpayer Assistance Centers.
New digital features also allow taxpayers to submit records directly through online systems. The Document Upload Tool and Documentation Upload Tool enable secure submission of taxpayer documentation when responding to additional notices, series notices, or other taxpayer correspondence.
These systems help address taxpayer issues more quickly because taxpayers no longer need to mail documents or visit a local office. The same tools can also assist tax professionals using the Tax Pro Account platform when responding to client inquiries, including those involving high-net-worth taxpayers.
Although digital tools handle many routine requests, assistance programs still support taxpayers who face complex situations. The Taxpayer Advocate Service works with individuals experiencing unresolved taxpayer issues, while the National Taxpayer Advocate monitors systemic concerns affecting taxpayer rights.
Advocacy services often focus on helping low-income taxpayers navigate tax code requirements or address delays involving identity theft procedures and taxpayer documentation requests.
The Internal Revenue Service has also expanded communication through social media and taxpayer digital communications platforms. These channels allow the agency to share updates about filing procedures, suitable notices, and other guidance related to taxpayer services.
Information is also shared through TAS social media accounts, which provide alerts and educational resources to help taxpayers understand the tax code and resolve common filing problems.
By William Mc Lee, Editor-in-Chief & Tax Expert—Get Tax Relief Now