Millions of people found extra money in their back accounts Wednesday thanks to stimulus checks meant to cushion the blow caused by the coronavirus pandemic.

Not everyone’s money has arrived, however, and many users found the IRS’ new tool – Get My Payment – to either be not working or incomplete. IRS officials said early problems were caused by a crush of users – some 9.8 million people used the tool on the first day it was launched and another 1.6 million provided direct deposit information.

The #IRS Get My Payment tool is operating at record volumes. So far, 9.8M people got an Economic Impact Payment status and 1.6M provided direct deposit info. In some situations, the app responds: Status Not Available. Learn what this means at https://t.co/z4wFEL6Sb2 pic.twitter.com/3BvNibfZ69 — IRS (@IRSnews) April 15, 2020

The IRS provided some new information on why some users were experiencing glitches. Here’s the Q&A from the agency:

I used the Get My Payment tracker and it says “Please try again later…”

“Your account has been locked. You will able to access the application after 24 hours have passed. Please do not contact the IRS.”

Why can’t I get my payment status?

“To use Get My Payment, you must first verify your identity by answering security questions. If the information you enter does not match our records multiple times, you will be locked out of Get My Payment for 24 hours for security reasons. If you are unable to verify your identity, you will not be able to use Get My Payment. No action is needed to contact the IRS.

If you verified your identity and received “Payment Status Not Available,” this means we cannot determine your eligibility for a payment at this time. This may occur for a variety of reasons, for example, if you didn’t file either a 2018 or 2019 tax return or you recently filed and the return has not been fully processed.”

Can I use the Where’s My Refund or View Your Account to get my payment status?

“No. Where’s My Refund and View Your Account will not provide the status of your payment. Get My Payment is the only option available to get your payment status. If it is not available at the time you access it, you will need to try again later.”

The stimulus payments provide up to $1,200 for individuals or $2,400 for married couples, with lower amounts based on higher incomes. There is also a payment of $500 for each qualifying child.