Why isn't my grantees Tax ID being recognized by the grantee portal?

I have an online application that requires that grantees input their tax ID, and that that tax ID be valid with the IRS. A grantee of mine is trying to begin an application and is inputting a valid tax ID, but they are unable to begin the application.

Blackbaud receives a monthly import of exempt organizations from the IRS. A copy of the monthly import can be found here:

 https://www.irs.gov/charities-non-profits/exempt-organizations-business-master-file-extract-eo-bmf

 You can click each state to download the exempt organizations for that state. Download the state in which your grantee is registered, and note whether or not their tax ID is listed. If it is not, you'll have to deactivate the application and uncheck the option to require tax ID be on file with the IRS. If their tax ID is listed and they are unable to begin an application, Please contact us with the customer support number for GIFTS listed at https://www.blackbaud.com/contact-us/ which will always have the most up to date information.
 

Environment

 Gifts Online

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