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They can get you a copy; keep trying - the easiest thing to do is to get a copy from them. If you cannot do that, the very tedious process is outlined below.
If it's already near the end of February, and you haven't heard back from your employer yet, contact the IRS directly to let an IRS agent know you haven't received your W-2. The IRS will try to contact the employer by mail to request a W-2 on your behalf. You can contact an IRS agent by calling in at 800-829-1040 or schedule an appointment through the IRS Taxpayer Assistance Center.
To plan ahead for your phone call, have the following pieces of information on hand:
You can file a conventional paper return that includes IRS Form 4852 if you haven't been able to get a W-2 from your employer. Here's how to fill one out:
Note: Returns including Form 4852 can't be e-filed because of IRS regulations.
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