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Client Portal Overview

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The Client Portal is designed to create a centralized location for client tasks and document sharing. This increases organization and efficiency for both the firm and the client. The Client Portal is connected to all SafeSend products.
Settings
Change your Client Portal firm contact, edit your Client Portal URL, and update your Client Portal Retention Policy.
note
Only System Administrators have access to the
Product Settings
 section.
  1. Select the
    Navigation Widget
    .
  2. Select
    Product Settings
    .
  3. Select
    General
     in the left panel.
  4. Select
    Edit Contact Person
     to decide who appears as a firm contact for clients using the Client Portal.
  5. Select
    Edit
    to change your Client Portal URL (web address for client sign in).
  6. Enter a new
    Client Portal URL
    .
  7. Select
    Update
    .
  8. Select
    Yes
     to confirm any changes made.
  9. Select a
    Retention Period
    . If the delivered item retention period is lower than this default period, the lower retention period setting applies.
  10. Select when to
    Notify Taxpayer of Expiry
    .
  11. Select
    Update Retention
     to save any changes made.
Firm Experience
The firm experience remains the same in terms of accessing and downloading documents. Several features exist in your dashboards related to the Client Portal.
Client Portal Management
The Client Portal section is used to manage and view information related to your taxpayers' Client Portal access status. You can add, remove, and edit clients as needed.
Use our Client Portal Management article for more information.
Client Portal Report
The
Client Portal Report
 lets you view the firm's active Client Portal users. Administrators can view active client details, sign-up date, and last sign in date.
note
Access to Account Management is only available to System administrators or users with predefined permissions enabled in User Management.
  1. Select the
    Navigation Widget
     in the top-right corner.
  2. Select
    Account Management
    .
  3. Select
    Client Portal Report
    .
  4. Select a
    Date Range
    .
  5. Select
    Run Report
     to generate the report.
Once the report is generated, you can review, print, or export it.
Connections
View a list of Names, Client IDs, and Email Addresses associated with this client in the Client Portal. This option is available across all SafeSend products except Exchange. The link icon won’t appear unless the client has signed up for the portal.
  1. Select the
    Link
     icon for the client's name.
  2. Review
    Connections
    .
  3. Select
    Request Documents
     in Exchange.
  4. Select a sent item.
  5. Review any available connection information.
Unlock Option
Taxpayers can become locked out of their Client Portal by entering an incorrect/expired access code OR an incorrect PIN. You can unlock their Client Portal access from any item delivered to that client.
note
This option is only available for locked Client Portals.
  1. Select the
    Action
     (...) menu.
  2. Select
    Unlock Return
    .
  3. Select
    Unlock Client Portal
    .
Access Code Option
This option lets you view or generate an access code for the Client Portal.
note
The code is not automatically sent to the client, it needs to be provided by the user via email or phone. The code expires after 20 minutes, after it is used, or after a new code is generated. The new code should not be generated or provided until the client is prompted for a code on their end.
  1. Select the
    Action
     (...) menu.
  2. Select
    View Access Code
    .
  3. Select the
    Client Portal
     tab.
  4. Select the
    Generate Access Code
     button.
  5. View the new code in the
    Access Code
     column.
Client Tracking
This option lets you find the actions taken by the client in the Client Portal, including third-party access actions. This is available for any delivered item that includes User or Client Tracking.
  1. Select the
    Action
     (...) menu.
  2. Select
    Client Tracking
    or
    User Tracking
    .
  3. Review
    Client Tracking History
    .
Client View
This option lets you view the Client Portal from the client's perspective. It is an up-to-date representation of what is available in the Client Portal. Access the client view directly from the Client Portal Management dashboard.
The following option is available for any delivered item that includes the Client View option. This option will be accessible only if the client has registered for the portal.
No taxpayer actions can be taken from the Client View of the Client Portal except for distributing K-1s if your firm settings allow.
  1. Select the
    Action
     (...) menu.
  2. Select
    Client View
     from the action menu.
  3. Select the
    Client
     or
    Company
     name.
    • A new tab opens to a static view of the delivered item.
  4. Select
    Get Started
    .
  5. Select the taxpayer or company
    Name
     in the top-right corner.
  6. Select
    Access Client Portal
    .
Client Experience
Client Experience
The client can view and access outstanding tasks, upload and download documents, pay vouchers, distribute K-1s, and update settings. Use our Client Portal Experience article for more information about accessing and using the Client Portal.
note
The client must be registered in the firm's Client Management system, Client Portal Management dashboard, or have at least 1 item delivered to their email address to access the portal.
Key Features
  • Task List
    : Clients can find all the tasks the CPA firm delivered from all SafeSend products. Tasks are organized on the page based on product type.
  • Document Repository
    : Clients can view, download, search, and sort all files exchanged between them and their CPA, including both received and uploaded documents.
  • Comprehensive Notifications
    : Clients can find notifications and reminders for tasks under the Notification Bell, which lets them access and complete tasks directly by selecting on the respective reminders and notifications items.
  • Unified K-1 Distribution Page
    : Clients can view all entities requiring K-1 distributions on a single page and distribute K-1s.
  • Tax Payment Page
    : Clients can view and pay estimated and actual tax payment vouchers for all returns and extensions in a centralized location.
  • Recent Activity Window
    : Lets clients view and open their most recently accessed files or tasks.
  • Merge multiple email IDs
    : Clients can add multiple email IDs to their Client Portal account, enabling them to receive and view all tasks and documents sent by their CPA in a single Client Portal account.
  • Recovery Email or Phone Number
    : Clients can add a recovery email address or phone number to access their Client Portal in cases where they are not able to access the original email address.
FAQs
Client Questions
Question
Answer
Does the Client Portal use a username/password or a multi-factor authentication method?
The Client Portal always requires a unique access code to log in. A client-specific PIN is required when logging in from a new browser or device.
Can a client reset their PIN?
The client can reset their PIN from inside their Client Portal in the Security Settings section.
Can a client reset the email ID they use to log in?
The client can reset their primary email from inside their Client Portal in the Security Settings section.
What if the client forgets their Email ID for the client portal?
The client can contact the CPA firm to retrieve it.
Is using the Client Portal mandatory to complete tasks?
No, the Client Portal is not required to complete tasks. Clients can choose to access tasks from the Client Portal or access them from an individual task access link.
Is the client experience going to affect individual task workflows?
No, the Client Portal simply gives a different authentication method to access the workflows the client is already used to seeing. Clients can use a single sign in so they don’t need to authenticate separately across different SafeSend Products.
Can the Client Portal be accessed from a tablet or mobile device?
The Client Portal is fully compatible with tablets and retains most functionality on mobile.
What happens if an email ID is unmerged (removed) from the Client Portal account?
Pending or partially completed tasks related to that email ID are removed. Any files generated from completed tasks will stay in the account.
Is there a limit to the number of email IDs that can be merged into my Client Portal account?
Yes, the maximum number of merged emails is 15.
Can a taxpayer and spouse have their own separate Client Portal accounts?
Yes, as long as the taxpayer and spouse have different email addresses, they can each create their own Client Portal account.
User Questions
Question
Answer
What pricing tiers have access to the Client Portal feature?
All pricing tiers have access to the Client Portal feature.
Are Grouped Returns available in the Client Portal?
The Client Portal doesn’t currently support Grouped Returns, but we are planning to add them soon.
How are clients linked to the portal?
Client tasks and documents are connected to their portal based on their Email ID. Each email address can only be associated with 1 Client Portal account.
Is there a global retention policy for Client Portal items?
Client Portal retention periods can be adjusted in the Product Settings section by a firm admin. The lowest retention period for the item will apply.
How does the Client Portal affect Client Management?
The Client Portal is independent of Client Management.
Is there a Client View option for the Client Portal?
Yes. This can be accessed from delivered items that have a Client View option. This option will be available for users who have registered for the portal.
What happens if I change the email address for a delivered item?
The client no longer has access to that document via the Client Portal unless the new email address is linked to that account.
When will tasks/documents sent by the firm appear on the client's Home page?
All pending tasks delivered to the client's email ID appear on their Client Portal as soon as their account is created. They’ll have access to any tax returns from 2021 and later. Other documents will be available if they were delivered after the account was created.
How do tasks appear for the client?
Tasks appear on their homepage and are categorized by product type.
When a client uses the Send Files option to upload files, who is the default recipient?
The Send Files option is the same as your Company Drop-Off Link. The default recipient will auto-fill, but the client can edit the recipient.
What clients can create a portal account?
Any client who has a recently delivered item, or any client who exists in your Client Management dashboard.

This article applies to:

  • Product: safesend
  • Subject: Clients
  • Audiences: Staff