The rejects are coming from the IRS, not Proseries. Proseries doesn’t match them up, the IRS does. I think you will have to mail it, with a cover letter and picture of the SS card with name and number.

Do you have the Social Security cards? Sometimes reading it properly to see what the last name is, when there are more than 3 names on the card can be difficult. Newer cards so the full last name on the 2nd line.

                      John Edward Thomas

                          Smith Jones

Would be last name is Smith Jones

Does the person have a double middle or double last name? 

Sometimes the IRS has the wrong name as "last" even though youre looking right at the SS card.

They cross match the first 4 letters of the last name with the SSN, so if they DO have a double middle or double last name, you may want to try a different name as "last".

John Michael Ryan Thomas

i.e.  You think Michael Ryan is the middle name, IRS could have Ryan Thomas as the last name.

Get a copy of the soc sec card. 

I have a client who was married 3 time BEFORE I met her and her late husband, #4.

Her SS card listed H#2, so her name is shown as Ellen H Smith Jones.

(After I met them, I started asking all new married clients for any previous marriages and her maiden name.)