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Troubleshoot tax returns

Knowledge-Based Authentication (KBA) troubleshooting

Taxpayers may receive error messages or encounter issues when attempting to pass Knowledge-Based Authentication (KBA) to e-sign their returns.
SafeSend uses Knowledge-Based Authentication (KBA) to meet IRS requirements for identity verification, which allows taxpayers to sign returns electronically.
If taxpayers encounter any issues while signing, refer to the troubleshooting tips below.

Enter a valid date of birth

The date of birth (DOB) entered by the taxpayer doesn't match their Social Security number, according to LexisNexis, the KBA question-generating application.

The taxpayer doesn't qualify for KBA

The Social Security number, DOB, and/or name in SafeSend Returns may be incorrect. To verify and correct the taxpayer's information, follow these steps:
  1. Select the
    Action
     (...) menu.
  2. Select
    Edit Client Info
    .
  3. Ensure the Social Security number, DOB, and name are correct.
  4. Select
    Save
     to save any changes.

The taxpayer receives unfamiliar questions

This may be due to a suffix (Jr., Sr., etc.) in the taxpayer's name. To remove the suffix, follow these steps:
  1. Select the
    Action
     (...) menu.
  2. Select
    Edit Client Info
    .
  3. Remove the suffix from the taxpayer's name.
  4. Select
    Save
     to save any changes.
note
Removing the suffix does not affect any information in the actual tax return. It only affects the information used to generate KBA questions and verify the taxpayer's identity.

Loading issues

Loading issues may be related to the taxpayer's browser. Try the following:
  • Use Google Chrome, Firefox, Safari, or Edge and clear the browser's cache and cookies before attempting again.
  • If using a mobile device, ensure the return is opened in a browser application and not the email application.

This article applies to:

  • Product: safesend
  • Audiences: Staff