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Troubleshoot

Taxpayer can't locate an email from SafeSend

If a taxpayer can't find an access link or access code email delivered from SafeSend, there are several steps the taxpayer and firm can take to resolve the issue.
Occasionally, a taxpayer may be unable to find an access link or access code email delivered from SafeSend. The following steps may help the taxpayer resolve the issue.

Taxpayer steps

  1. Check your junk or spam folder; the email may have been routed there.
  2. Add noreply@safesendreturns.com as a trusted sender or contact to prevent the emails from being blocked or marked as spam.
  3. Use the search feature in your email to look for an email from noreply@safesendreturns.com; be sure to search all folders.
  4. If you use a firewall or other security program, make sure the email is is being not being quarantined by that program.

Firm steps

  1. Request that the taxpayer completes the previous steps.
  2. Check the Client Tracking to refer to if the email was bounced.
    • If so, use
      Send Reminder
       or
      Resend Access Link
       to send a new email to the taxpayer.
    • If it is an access code email, the taxpayer will need to select
      Send Code
       again.
  3. If this doesn’t resolve the issue, call, chat, or email our support desk at support@safesend.com.
    • If you provide the taxpayer's email address, we can check the email history for the last 7 days to determine if the email was dropped, blocked, marked as spam, or successfully delivered.

This article applies to:

  • Product: safesend
  • Audiences: Client