Unlock a delivered return
Taxpayers can be locked out of their tax return or Client Portal account by entering an incorrect/expired access code OR an incorrect Social Security number.
note
SafeSend Support can't unlock client returns or Client Portal accounts, only the firm can.
Client view
After 3 unsuccessful attempts, the taxpayer receives the following error message. This error message continues to appear even if they close and reopen the link.
Your tax return revival is locked because of 3 continuous unauthorized attempts.
The firm needs to unlock the return before the client can regain access.
Firm notification
After the return has been locked, the person who delivered the return receives an email confirming it.
Unlock the return
- Go toDeliveredorArchived Returns.
- Locate the locked return and select theMore ...icon in the Actions menu.
- SelectUnlock Return.
- TheUnlock Returnonly applies if the return or the Client Portal is locked.
- Only 1 return in a group needs to be unlocked to unlock the controller access link.
- SelectUnlock ReturnorUnlock Client Portal.
Client notification
The taxpayer receives an email notification that the return is unlocked. The taxpayer can now try to access their return as outlined in the
Client Experience
article.Access Code Tips for Taxpayers
- Select theSend Codebutton.
- 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- Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.
- Copy and paste the access code to prevent typos.
- SelectConfirm.
Access code tips for users
The firm can generate an access code and provide it via phone or email to the taxpayer. The following help center article outlines this process:
