I posted the info below on an other similar question. I used the chat feature it worked like a charm for me.
I did not have an account on their web site, so I had to wait about 5 days to get a PIN (via USPS mail) to complete my account, before I could go further. Once I confirmed the account with the PIN I was able to use the chat, during business hours only.
After a 20min waiting time, I was connected to an operator. After few verifications, the operator asked if I was in position to upload my W2s within the next 5min. I did the upload, the operator checked the numbers and cleared my account.
Good luck!
