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Troubleshoot tax returns

Signature status not updating

Occasionally, the taxpayer will report that they have signed the return, but the signature status will still show Awaiting eSign or Partially Signed.
This can be due to some confusion on the taxpayer's side or may be related to a system issue. To determine which is the case, follow the steps below.
  1. Select the
    Action
     (...) menu for the return in question.
  2. Select
    Client View
    .
  3. Select the client's email.
  4. Select
    Get Started
    .
  5. Verify what message displays on the landing page.
  • If the Client View shows
    Your tax returns are ready!
    , this indicates the taxpayer has not signed yet.
    • The status should show
      Awaiting Upload
       or
      Awaiting eSign
      .
  • If the Client View shows
    You have completed all required steps, we are awaiting <spouse name> signature
    , this indicates one spouse has signed and the other hasn’t.
    • The status should show
      Partially Signed
      .
  • If the Client View shows
    All required steps for your tax returns have been completed
    , this indicates the taxpayer has completed signing.
    • The status should show
      Uploaded
       or
      E-Signed
      .
If signing has been delegated, the Sign step will show an
Update Delegatee
 option. This indicates the delegate hasn’t yet signed the return.
The icon is removed when signing is fully completed and the
View or Download Signed Documents
 button is no longer grayed out.

Status is correct

If the status matches the Client View for the return, you can guide the taxpayer or spouse to sign their return. The following resources may be helpful for the client:

Status is incorrect

If the status shows
Awaiting Upload
,
Awaiting eSign
, or
Partially Signed
, and the Client View shows all steps have been completed, you can recall and redeliver the return to reset the signing process. This should correct the issue, but the taxpayer and/or spouse will be prompted to sign again.
If you cannot recall and redeliver the return, contact support to request a status correction. Note that these requests can take some time and may not always be possible. Provide the Client ID for the affected return when contacting support:

This article applies to:

  • Product: safesend
  • Audiences: Staff