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Troubleshoot

Knowledge Base Authentication (KBA): you don’t qualify or failed

For security purposes, we are not given the reasons for authentication or eligibility failure as Knowledge-Based Authentication (KBA) is through a 3rd party.

You don’t qualify

The taxpayer may view a message that they don’t qualify for KBA. It is possible that LexisNexis, our KBA provider, was unable to get enough data for a full profile of the client. Possible reasons the taxpayer doesn’t qualify include, but are not limited to:
  • The taxpayer is young.
  • The taxpayer has lived outside the U.S. for an extended period.
  • The taxpayer is a new citizen.

Next steps

Refer to the Knowledge-Based Authentication (KBA) Troubleshooting article for more scenarios in which these issues can be corrected. If the taxpayer doesn’t qualify or fails KBA, they need to sign their return manually and upload the documents into SafeSend or email/fax them to the firm's office.
The return doesn’t need to be re-called and re-delivered; it will automatically revert to a manual signing option for the taxpayer. We are not able to ask LexisNexis to change any of the information they have in their database.
They’ll need the client to request any changes by disputing any information in their report here: https://consumer.risk.lexisnexis.com/.

This article applies to:

  • Product: safesend
  • Audiences: Client