Managing partners at CPA firms often hear a familiar question during filing season: “Can I just walk into a Taxpayer Assistance Center to check my refund or pull a form?” That assumption changed in 2025. The IRS tax kiosk closures ended more than a decade of walk-in, on-site self-service at Taxpayer Assistance Centers (TACs) after persistent equipment failures documented by the Treasury Inspector General for Tax Administration. While the IRS continues to provide the same underlying services through digital platforms and appointment-based assistance, the removal of kiosks has changed how certain taxpayers access routine information and how tax professionals manage expectations around timing, access, and support.
This article offers a clear, fact-based explanation of the irs tax kiosk closures program’s role, the reasons for its discontinuation, and the practical implications of the change—clarifying what has shifted, what has not, and how taxpayers and firms can understand the transition without unnecessary confusion.
What Were IRS Tax Kiosks and How Were They Used at Taxpayer Assistance Centers?
Beginning in 2011, the Internal Revenue Service deployed approximately 100 self-service computer terminals across 37 Taxpayer Assistance Centers nationwide. The kiosks were designed to reduce appointment demand by enabling walk-in taxpayers to complete basic digital tasks independently.
Primary kiosk functions included:
- Access to IRS Free File software for eligible taxpayers
- Refund status tracking through Where’s My Refund?
- Interactive Tax Assistant queries
- Online Payment Agreement setup
- Downloading tax forms, instructions, and publications
The kiosks were configured to connect directly to IRS.gov rather than provide open internet access. Users navigated via trackball devices, and TAC staff retrieved printed materials from secure printers to limit exposure of sensitive information.
Usage peaked at 80,837 sessions in fiscal year 2017, indicating meaningful demand when the equipment functioned reliably. As hardware aged and repairs lagged, usage declined sharply, reaching 4,671 sessions from January through July 2024. The decline reflected reliability issues rather than a loss of need for self-service access and comes to irs tax kiosk closure.
Why Did the IRS Decide to End the Tax Kiosk Program?
A 2024 TIGTA audit identified systemic maintenance and oversight failures that made continuation impractical.
Key findings included:
- 40 of 95 kiosks were fully inoperable at the time of inspection
- Repair delays routinely exceeded one year, despite an annual maintenance contract of approximately $500,000
- 137 service tickets were logged between February 2023 and August 2024
- 24 tickets remained unresolved, with average closure times of 463 days
Follow-up site visits in January 2025 confirmed that sampled kiosks remained nonfunctional. Based on these findings, the IRS declined to renew the maintenance contract for 2025, effectively ending the program without deploying an immediate replacement. The decision reflects a consistent operational principle: self-service tools that cannot be maintained reliably are not sustained, even if their original purpose remains valid.
What Does the Kiosk Shutdown Reveal About IRS Service Strategy?
The kiosk program was originally intended to reduce in-person appointment demand. Its discontinuation highlights a broader pattern in IRS service delivery: digital access is prioritized when it can scale and operate consistently without dependence on localized hardware.
TIGTA supported ending the existing irs tax kiosk closures infrastructure but recommended that the IRS evaluate modern alternatives in 2026, such as updated kiosks or loaner laptops at TACs, particularly for rural or underserved populations. When operational, kiosks were associated with higher taxpayer satisfaction scores, suggesting that the IRS self service concept itself was not the issue.
The challenge was sustainability. The IRS Tax Kiosk shutdown underscores the IRS’s preference for centralized digital platforms—such as IRS.gov and related online tools—over distributed physical infrastructure that requires ongoing on-site maintenance.
How Do IRS Tax Kiosk Closures Affect Taxpayers and Tax Firm Workflows?
The removal of kiosks primarily affects taxpayers who previously relied on walk-in digital access for routine matters, including:
- Employer Identification Number (EIN) applications
- Prior-year transcript requests
- Payment plan setup
- Identity-related verifications tied to electronic filing
Without kiosks, these users must either access services through IRS.gov or request appointments at TACs. During peak filing season, appointment wait times can extend four to six weeks, and phone support wait times may exceed 45 minutes.
Example of a Common Access Issue
A Schedule C taxpayer arrives in mid-March seeking IP PIN verification to complete an electronic filing. Expecting kiosk access, the taxpayer learns that TAC assistance requires an appointment several weeks out. The taxpayer then seeks assistance from their tax firm to establish an IRS.gov account, adding preparation time and delaying submission. Such scenarios illustrate how the kiosk closures shift access patterns rather than eliminate services.
Kiosks Compared With Current IRS Access Options
| Access Method | Kiosks (Discontinued) | TAC Appointments | IRS.gov Digital Tools |
|---|---|---|---|
| Entry Requirements | Walk-in | Photo ID, SSN/ITIN, documents | Device and internet |
| Core Functions | Forms, refunds, payments | Audits, collections, identity issues | All kiosk functions plus transcripts |
| Availability | 37 locations, unreliable | 363 locations, scheduled | 24/7 nationwide |
| Typical Turnaround | Minutes (when operational) | 4–6 weeks during peak season | Immediate |
| Primary Use | Routine self-service | Complex or documented matters | Ongoing self-service |
What Has Not Changed at the IRS
Despite the IRS TAC kiosk closures, core taxpayer support infrastructure remains in place:
- Taxpayer Assistance Centers continue operating at 363 locations for appointment-based assistance involving audits, liens, identity verification, and collections
- IRS.gov continues to provide all functions previously available via kiosks, along with expanded transcript access and Direct File options
- Volunteer Income Tax Assistance (VITA), Tax Counseling for the Elderly (TCE), and Low Income Taxpayer Clinics continue offering free preparation and dispute assistance
The closures reflect the removal of unreliable hardware rather than a reduction in taxpayer support.
Equity and Access Considerations
Kiosk users disproportionately included older taxpayers, non-English speakers, and households with limited broadband access. Federal Communications Commission estimates indicate that approximately 17 million U.S. adults continue to face broadband constraints.
Without on-site terminals, these taxpayers may rely more heavily on:
- VITA and TCE programs
- Phone-based IRS assistance
- Support from tax professionals or community organizations
Understanding these access limitations is important for anticipating delays and communication challenges, particularly for firms serving rural or underserved populations.
FAQs on IRS Tax Kiosk Closures
High inoperability rates, prolonged repair delays, and aging 2011-era hardware made the kiosks unreliable despite ongoing maintenance costs.
No. TACs remain open and continue providing in-person assistance by appointment for complex or identity-related matters.
All prior kiosk functions are available through IRS.gov. Eligible taxpayers may also use VITA or TCE programs.
No. Electronic filing, Direct File pilots, and refund tracking continue to operate normally.
TIGTA has recommended a feasibility study for modern alternatives in 2026, but the IRS has not announced a replacement timeline.
Conclusion
The IRS tax kiosk closures ended a IRS self service channel that had become unreliable while leaving the broader taxpayer support system intact. Digital platforms and appointment-based assistance now absorb functions once handled by kiosks. For taxpayers and tax professionals, the change primarily affects how routine services are accessed, not whether they are available. Understanding the scope and limits of this shift helps set realistic expectations and ensures continuity as IRS service delivery continues to evolve beyond the 2025 filing season.
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