Massachusetts Department of Revenue (DOR) Customer Service

Phone Number & Contact Information

800-392-6089
Toll-free·Calls Customer Service·Most popular Massachusetts Department of Revenue (DOR) number
Q:How do I get a live human at Massachusetts Department of Revenue (DOR)?
A:Must choose an option 1-3.
Q:Does Massachusetts Department of Revenue (DOR) offer 24 hour customer service?
A:Not at this number; hours here are Mon-Fri 9am-4pm EST. The least busy day is Wednesday, and the most busy day is Thursday. Details
Q:How long will I have to wait on hold?
A:The average hold time is 12 minutes. The longest hold times are on Thursday, and the shortest are on Monday.

How do I get through the phone menu to a real live person?

GetHuman researchers routinely call this Massachusetts Department of Revenue (DOR) phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Must choose an option 1-3.
Here is how our research team describes the way the Massachusetts Department of Revenue (DOR) phone system greets you: Check status of refund, press 1. Income tax, press 2. Business tax, press 3.
Below are some clips we've found from Massachusetts Department of Revenue (DOR)'s phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Welcome to the Massachusetts Department of Revenue. For faster service, including checking on the status of your refund, visit our website at mass dot gov forward slash d o r. You will be given the opportunity to take a brief survey at the conclusion of this phone call. This call may be monitored for quality assurance purposes. Please listen carefully as our menu options have recently changed. If you are calling to check on the status of your individual income tax refund, please press one. If you are calling regarding your income tax please press two."
Excerpt from a call with Massachusetts Department of Revenue (DOR)
Wednesday, January 31, 2024 7:35 PM
The first phone menu
"Welcome to the Massachusetts Department of Revenue. For faster service, including checking on the status of your refund, visit our website at mass dot gov forward slash d o r. You will be given the opportunity take a brief survey at the conclusion of this phone call. This call may be monitored for quality assurance purposes. Please listen carefully as our menu options have recently changed.
If you are calling to check on the status of individual income tax refund, please press one.
If you are calling regarding your income tax, please press two."
Excerpt from a call with Massachusetts Department of Revenue (DOR)
Wednesday, April 10, 2024 5:12 PM

What are the hours and when should I call?

Massachusetts Department of Revenue (DOR) operates the call center for this 800-392-6089 phone number Mon-Fri 9am-4pm ET. The short answer is that you should call on a Wednesday. This observation and the following section are based on analysis of a sample set of 54 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Massachusetts Department of Revenue (DOR) phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Massachusetts Department of Revenue (DOR) staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call Massachusetts Department of Revenue (DOR) is Wednesday. The most busy day to call is Thursday, which averages 350% more phone calls by comparison. Again, this is based on a sample of 54 calls made with our AI-powered, web-based phone in the last 90 days.
Mon
Tue
Wed
Quietest
Thu
Busiest
Fri
The shortest wait on hold
We measured the shortest hold times to be on Monday. The longest wait in the queue on average occurs on Thursday.
The best time to call
In summation, the best day to call Massachusetts Department of Revenue (DOR) is Wednesday. This is not the day with the shortest wait on hold in the phone system, but we still recommend it for its ideal combination of low call volume and short hold times. Plus we believe that Massachusetts Department of Revenue (DOR) staffs the call center well on Wednesday.

Why call this Massachusetts Department of Revenue (DOR) number?

Below is a sample of recent calls to Massachusetts Department of Revenue (DOR), and their purpose. Are any of these similar to the reason you are trying to call?
Inquiry about tax lien: "I'm calling about my tax lien, they took four hundred and thirty dollars out my payroll check."
- From a call lasting 4m 54s , Jan 31, 2024 7:35 PM

My Experience Calling 800-392-6089

Feb 14, 2024

I have recently been audited for taxes that date back almost ten years ago. I'm sure it's because I am self-employed. Unfortunately, I don't know why I got audited, but now I'm on a quest to figure out what I have to do to get out of this mess. While reviewing my documents I had some questions for the Massachusetts Department of Revenue that I thought might help me figure out my situation better. Therefore, it only seemed logical that I would call them, but they don't make it easy to talk to a live person there. 

Of course, I can understand why they may have an automated system because I'm sure a lot of people call in daily with tax questions. During tax season, which happens to be, the majority of those questions are probably from people who want to know where their tax return is. Despite this, there should be a way for people who have real tax questions that require the aid of an actual person to get to someone. I tried to reach someone via this line and failed so I guess I will have to go online and try again. 

The automated system itself doesn't really offer any options to get to someone, as it seems to focus primarily on just checking your tax status. When I called, an automated voice assistant said, "Welcome to the Massachusetts Department of  Revenue. For faster service and to check on the status of your refund, visit our website. You will be given the opportunity to take a brief survey at the conclusion of this phone call." Then it immediately launched into a directory with these options, "If you are calling to check on the status of your individual income tax return, please press 1. If you are calling regarding your income tax, please press 2. If your call is related to business tax, please press 3. If you would like to hear these options again, please press 9."

I pressed one because none of those options really applied to me, and then it said, "For English, press 1. (Which I did). To inquire about the status of your Massachusetts income you will need your social security number or your taxpayer identification number. You will also need the year of the tax return you are calling about. Please enter your nine-digit social security number or taxpayer identification number." I entered my information and my social security number but then it told me that it couldn't find me, likely because I didn't have the option to choose the year I was calling about. The menu it gave me only went back to 2020.

After it told me it couldn't find me, it said, "Please be aware that information is updated daily at 6 am. Thank you for calling the Where’s My Refund update line. Good-bye." So clearly I'm going to have to find another way to talk to someone. 

Adam has been tirelessly trying to help customers find the best tips and tricks to get through phone trees and writing many guides for prickly customer service problems. He's been featured in the Wall Street Journal, Inside Edition and Bloomberg.

More Ways to Contact Massachusetts Department of Revenue (DOR) Customer Service

There are of course other ways to contact Massachusetts Department of Revenue (DOR) customer service besides the phone. Below we list the best ones, by medium.
Massachusetts Department of Revenue (DOR)'s website
As a last, sometimes only, resort- Massachusetts Department of Revenue (DOR) customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is Massachusetts Department of Revenue (DOR)'s best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Massachusetts Department of Revenue (DOR) agent. This phone number is Massachusetts Department of Revenue (DOR)'s best phone number because 28,872 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-392-6089 include Speak with an agent, Payment arrangements, Make a payment and other customer service issues. The Massachusetts Department of Revenue (DOR) call center that you call into has employees from Westlake, TX / El Salvador and is open Mon-Fri 9am-4pm ET according to customers. In total, Massachusetts Department of Revenue (DOR) has 1 phone number. It's not always clear what is the best way to talk to Massachusetts Department of Revenue (DOR) representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Massachusetts Department of Revenue (DOR). The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Massachusetts Department of Revenue (DOR). For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!