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This article applies to:

  • Product: safesend
  • Subject: AI
  • Audiences: Staff

Unlock a Gather request for a client

If a client fails to enter the proper access code three times, the Gather request is automatically locked. This is a security feature to prevent unauthorized access.
When a Gather request is locked, an email notification is sent to the taxpayer and the firm. The Gather request unlocks automatically after 5 minutes, or a firm user can manually unlock the request.
Client View
After 3 unsuccessful attempts, the taxpayer receives an error message. This error message continues to appear even if they close and re-open the link.
The client can choose between:
  • Waiting 5 minutes and then requesting a new access code via the organizer landing page.
  • Contacting the firm to unlock the organizer.
Unlocking the Gather Request
  1. Go to the
    Delivered
     report.
  2. Select
    Unlock Gather Request
    .
    note
    This option is only available if the Gather Request or the Client Portal is locked.
  3. Select 1 of the following:
    • Unlock Direct Document
    • Unlock Taxpayer Client Portal
    • Unlock Spouse Client Portal
Access Code Tips for Taxpayers
  1. Select the
    Send 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    • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.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 to prevent typos.
  3. Select
    Confirm
    .
Access Code Tips for Users
The firm can generate an access code and provide it via phone or email to the taxpayer, if necessary. This code expires after 20 minutes, after it is used, or after a new code is generated.
Gather Request
  1. Select the
    More Action Items (...)
     icon.
  2. Select
    View Access Code
     to open the
    Access Code
     window.
  3. Select the
    Direct Document
     tab.
  4. View the most current access code or select
    Generate Access Code
     to generate a new code for the taxpayer.
Client Portal
  1. Select the
    More Action Items (...)
     icon.
  2. Select
    View Access Code
     to open the
    Access Code
     window.
  3. Select the
    Client Portal
     tab.
  4. View the most current access code or select
    Generate Access Code
     to generate a new code for the taxpayer.

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