MYRTLE BEACH, SC (Nexstar) — Several viewers say they are confused over issues with the IRS’ newly launched web portal to track COVID-19 stimulus payments and update direct deposit information.

Some get a “Payment Status Not Available” error with the vague explanation that “according to information that we have on file, we cannot determine your eligibility for a payment at this time.”

The message pops up when people enter their information using the IRS’ “Get My Payment” tool that’s supposed to tell them the status of their stimulus payment.

“I’ve had some of my friends check it and it’s the same thing, it’s pretty frustrating,” Patrick Doyle said. “I tried it three different times.”

We’ve reached out to the IRS for comment, but the agency tweeted Wednesday afternoon that their web portal is “operating at record volumes.” More than 9 million people have checked on their stimulus status already.

Mike Martin, who works as a server at Alamo Drafthouse in Austin, TX, has been furloughed since last month. He said he understands the volume, but it’s still “crazy.”

Usually, it’s the other way around when it comes to the IRS for Martin. “Servers and bartenders don’t get tax returns, most of the time we owe money,” he said.

The IRS has an FAQ if you’re having problems with the web portal. The agency says payment information is updated once per day.

The IRS released an FAQ explaining why some people are getting the message:

  • If you are not eligible for a payment (see IRS.gov on who is eligible and who is not eligible)
  • If you are required to file a tax return and have not filed in tax year 2018 or 2019.
  • If you recently filed your return or provided information through Non-Filers: Enter Your Payment Info on IRS.gov. Your payment status will be updated when processing is completed.
  • If you are an SSA or RRB Form 1099 recipient, SSI or VA benefit recipient – the IRS is working with your agency to issue your payment; your information is not available in this app yet.