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Use INTIME to Contact Customer Service

 

You’re working on your taxes, and you have questions.

You’ve searched DOR’s website and found some answers you were looking for, and read some Frequently Asked Questions (FAQs), but you still need help with a specific question or issue. Maybe you’ve already tried calling DOR Customer Service, but unfortunately the wait times don’t fit with your busy schedule.

There’s now an easy and efficient way to get your question or issue addressed using INTIME, DOR’s new e-services portal, at intime.dor.in.gov.

Once you are logged in, get started with INTIME secure messaging by going to the “All Actions” (tab) page.

If you are looking to message customer service regarding correspondence from DOR, you can respond directly by going to the “Letters” panel and selecting “Respond to a letter, notice or bill.”

Screenshot of INTIME All Actions tab with a red circle around the letters section

If your question is on another topic, you’ll want to go to the “Messages” panel, click on “Send a Message”, and follow the prompts.

Screenshot of INTIME All Actions tab with a red circle around the messages section

From there, you can view and respond to a message or create a new message. When creating a new message, INTIME will ask for some information regarding your question or issue to get the message to the appropriate person.

Screenshot of INTIME Message tab with select area selected

You can then compose your message with the option to upload an attachment or provide any documents. Once you hit the "Submit button", your message will be sent securely to DOR. It is best to send only one message per issue or question.

Screenshot of INTIME Message tab showing message area

The secure message will be relayed to the appropriate department, and you will receive a response via INTIME messaging. An email alert will be sent when a response from DOR becomes available in INTIME. Response times vary slightly depending on the subject matter, and it may take several days to receive a response during peak periods.

If you are new to INTIME and haven’t created a logon yet, DOR has INTIME User Guides available for Individual income tax or business customers to help guide you through the process of creating a logon in addition to providing you with a look at other tasks you can do in INTIME.

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