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This article applies to:

  • Product: safesend
  • Subject: eSignature
  • Audiences: Staff

Document Locked Due to Invalid Login Attempts

Explains why documents lock after failed sign in attempts and how clients or firm users can regain access using valid access codes.
Clients may receive a message about invalid sign in attempts. Clients get locked out of the document because of three failed attempts to sign in by entering an incorrect/expired access code or an incorrect answer to a security question.
note
SafeSend Support can't unlock client documents. This client must wait 10 minutes for the document to unlock.

Client view

After too many unsuccessful attempts the client receives an error message in red, stating the following message:
Invalid Login attempts. You can retry after 10 minutes.
This error message persists even if they close and re-open the link.

Access Code Tips for Clients

  1. Select the
    Request Access Code
     button.
    • This sends an access code to the taxpayer's email or phone.
    • Only select the button once to prevent multiple codes from being generated.
    • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.
  2. Copy/paste the access code into SafeSend Returns to prevent typos.
  3. Select
    Continue
    .

Access Code Tips for Users

The firm can generate an access code for the client, if necessary.
note
The client won't receive a generated access code via text or email, you would need to provide it to them over the phone or in a new email.

Generate an Access Code

  1. Select
    Signature Reports
     in the left panel.
  2. Locate the document.
  3. Go to the
    Action
     column and select the
    More
     icon.
  4. Select
    View Access Code
    .
  5. Provide the
    Active Access Code
     to the client, or
  6. Select
    Generate Access Code
     to generate a new code.

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