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This article applies to:

  • Product: safesend
  • Subject: Organizer
  • Audiences: Staff

Unlock an organizer for a client

The organizer is automatically locked if a client fails to enter the proper access code three times. This is a security feature to prevent unauthorized access.

Client view

After 3 unsuccessful attempts, the taxpayer will get locked out of their account. They'll get an error message even if they close and re-open the link.
The client can:
  • Wait 5 minutes and then requesting a new access code via the organizer landing page.
  • Contact the firm to unlock the organizer.

Locked account notification

After the organizer has been locked, both the user who delivered the organizer and the recipient will receive a notification.
Notification To The Firm
The email to the firm will provide the file name, Client ID, and taxpayer name. Use this information to locate the Organizer from the Delivered reports.
Notification To The Taxpayer

Unlocking the Organizer

The unlock option only appears if the Organizer or Client Portal is locked.
  1. Go to
    Delivered
     or
    Archived Organizers.
  2. Locate the locked organizer and select the
    More (...)
     icon in the Action menu.
  3. Select
    Unlock Organizer
    .
    • This option is only available if the organizer or the Client Portal is locked.
  4. Select
    Unlock Direct Document
     OR
  5. Select
    Unlock Taxpayer Client Portal
    .

Access code tips for taxpayers

  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    • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.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 to prevent typos.
  3. Select
    Continue.
Refer to Access Codes Explained for additional tips/tricks and troubleshooting information.

Access code tips for staff

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.
Organizer
  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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