According to the IRS FAQs:
If Get My Payment shows your Payment was issued but you have not received it and it has been more than 5 days since the scheduled deposit date (or more than 4 weeks since it was mailed by check (6 weeks if you have a forwarding address on file with the local post office; 9 weeks if you have a foreign address)), you should initiate a trace on your Payment by calling the IRS at 800-919-9835 or you may submit Form 3911 (PDF). If you call, please be advised that you may experience long wait times or recorded assistance due to limited staffing. If you submit the form and you are Married Filing Joint, both spouses must sign the form.
Note: If a direct deposit, check with your bank before initiating a trace to verify they did not receive the deposit. Do not request a Payment trace if you are trying to determine eligibility for the Payment or the amount of Payment you should have received. You must have been issued Notice 1444 or received a payment date from Get My Payment to perform a trace.
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