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@peekz wrote:

 do they have to wait for the greencard?

 Proseries gives me an error message or automatically claims they are not eligible.

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No, they don't need to wait for a Greencard.  Were they full-year Residents (or making an election to be full-year tax Residents)?

What exactly is the error message?  Give as much detail as possible for where is says it and exactly what it says.

Have you looked at the Social Security cards to confirm they didn't accidentally give you an old ITIN number?