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Usage guides

Unlock an in-use extension

An extension locks when a user opens it for processing but closes it without saving and closing properly, preventing other users from accessing it. Safely unlock an in-use extension from the Locked Extensions page.
An extension becomes locked when a user opens it for processing but closes it without saving and closing properly. If another user in the firm tries to access the locked extension, they’ll receive an Extension In-Use error message and can't open it.
Locked extensions appear on the
Locked Extensions
 page. Any user can unlock an in-use extension, but only do so if:
  • It is necessary for another user to access the extension immediately, or
  • It is clear that the original user is not actively processing the extension.
If you need to unlock a taxpayer's extension that has already been delivered, refer to Unlock a delivered extension for assistance.
note
Only unlock an extension if no other user is actively processing it. Doing so lets 2 users edit the extension at the same time. In this case, the last user to save and close will replace the other user's changes.
If one of the users delivers the extension to a taxpayer, SafeSend will prevent the other active user from delivering the extension again and will display an error message. The system shows the client only the changes made by the delivering user.
Unlock an in-use extension:
  1. Select
    Locked Extensions
     in the panel.
  2. Do 1 of the following:
    1. Select the
      Unlock Extension
       button on the extension.
    2. Mark the checkbox for multiple extensions and select
      Unlock Extension
       to unlock them all at once.
  3. Review the warning and select
    Unlock Extension
     to proceed.
Once complete, you can return to
Send Extensions
 and process them normally.

This article applies to:

  • Product: safesend
  • Subject: Extensions
  • Audiences: Staff