Skip to main content
User questions

Unable to locate a return

Steps to find missing returns, including clearing filters, searching all sections, and checking user access, permissions, and office location settings.
If you are unable to locate a return that was uploaded or delivered, use the following steps to locate it.
note
If a return was recalled and deleted, there will be no record of the return in SafeSend.

Clear filters

Make sure an errant filter is not preventing you from seeing the return. The tax year filter is automatically applied for the most recent tax year.
  1. Select
    Filter
     to open your filter options.
  2. Select
    Clear Filter
     to clear all filters, including the tax year filter.

Try different filters/searches

Use the column headers to enter keywords or select a dropdown to filter results. If you still can't find the return, clear all filters and try each filter option individually.

View all reporting sections

View all reporting sections that contain returns following the previous steps. This includes:
  • Send Tax Returns
  • Delivered Returns
  • Archive Returns
  • Recycle Bin

Administrator views all reporting sections

If you still can't find the return, ask an Administrator to follow the preceding steps. The Administrator can update the
Set Access
 in the
admin settings
 to grant you permission to view the return.
  1. Mark the checkbox next to the taxpayer's name.
  2. Select
    Set Access
    .
  3. Drag or drop
    Available Users
     to the
    Users with Access Rights
     section.
  4. Or, drag or drop
    Available User Groups
     to the
    User Groups with Access Rights
     section.
  5. Select
    Save
     to verify any changes.
An Administrator on the account can also change the firm-wide default settings for
Set Access
. Any changes will apply to newly uploaded returns. Changes won't apply to Delivered or Archived returns.
  1. Go to
    Settings
    , then select
    Security
    .
  2. Update
    SS Return Access Options
     as needed.
  3. Select
    Apply
     to save any changes.

Primary Administrator views all reporting sections

When you are still unable to locate the return, ask the Primary Administrator to follow the previous steps. The Primary Administrator can view the return and verify the
Office Location
 settings for both the return and your account. The return may be assigned to an office you don't have access to. You can find the Primary Administrator listed in your
My Company
 settings.
Office location
To update the location for the return:
  1. Go to your
    Delivered Returns
    .
  2. Select
    Edit
    .
  3. Select the
    Office Location
     dropdown, then select the location the client should be assigned to.
  4. Select
    Save
     to save any changes.
  5. Verify the new Client Information.
  6. Select
    Yes, Update
     or
    No, Do Not Update
    .
User permissions
To update the user's permissions:
  1. Select the
    Navigation Widget
    .
  2. Select
    Account Management
     to open a new tab.
  3. Select
    User Management
    .
  4. Select
    Edit
     next to the user to be edited.
  5. Select the
    Office Location
     dropdown.
  6. Select the checkbox next to the locations the user should have access to.
  7. Select
    Update
     to save any changes.

This article applies to:

  • Product: safesend
  • Audiences: Staff

error-icon

error-close