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Troubleshoot

Form or field not recognized

Occasionally, SafeSend may not recognize a form or field such as a voucher, e-file form, overpayment/applied amount, or transmittal. Follow the steps below to resolve the issue.

Form not recognized

note
  • Transmittals need to have a bookmark name that includes ‘transmittal’ or "filing instructions" for the system to place them in the Transmittals section. The system doesn’t pull due dates, amounts due, or other information from transmittal letters.
  • Invoices need to have a bookmark name that includes "invoice" for the system to place them in the Invoices section.
If SafeSend doesn’t recognize a page, it will appear in the Tax Returns section. Use the
Move To
 button to move the page to the appropriate section.

Field not recognized or incorrect

note
The system doesn’t automatically recognize interest. If these amounts affect the overall refund amount, manually edit the overpayment/applied amounts.
If the overpayment/applied/penalty amount is incorrect, edit the amount or add a refund in the
Client Information
 section.
If an amount due is incorrect, edit the amount in the
Vouchers
 section.

Report the issue

For vouchers, e-file forms, and overpayment/applied amounts, use
Report a Problem
 from the Actions menu in
Send Tax Returns
 or
Delivered Returns
. This lets the Support team to download the return and correct the issue going forward.
Send Tax Returns.
  1. Select
    Send Tax Returns
    .
  2. Select the
    ... More
     Actions menu.
  3. Select
    Report a Problem
    .
Delivered Returns
  1. Select
    Delivered Returns
    .
  2. Select the
    ... More
     Actions menu.
  3. Mark
    Report a Problem
    .

This article applies to:

  • Product: safesend
  • Audiences: Staff