Unable to Locate Return

If you are unable to locate a return that was uploaded or delivered, follow the steps below to locate it. 

Please 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. Click the drop-down arrow next to the filter icon. 
2. Click Clear Filter to clear all filters, including the tax year filter. 

Try Different Filters/Searches

You can use the column headers to type keywords or use the drop-down to filter search results. After you have cleared all filters, you can try several of these filter options one at a time to try to locate the return. 

Check All Reporting Sections 

Check all reporting sections that contain returns following the steps above. This includes: 

• Send Tax Returns
• Delivered Returns
• Archive Returns
• Recycle Bin

Have an Administrator Check All Reporting Sections

If you are still unable to locate the return, request that an Administrator on the account follow the steps above. If the Administrator can view the return, but you can't, the Administrator can check the Set Access in the admin settings to allow you to view the return. 

1. Check the box to the left of the taxpayer's name. 
2. Click Set Access above.
3. Drag/Drop Available Users to the Users with Access Rights section and/or
4. Drag/Drop Available User Groups to the User Groups with Access Rights section and/or
5. Click Save to confirm any changes. 

An Administrator on the account can also change the firm-wide default setting for the Set Access feature if needed. Any changes will apply to newly uploaded returns moving forward; changes will not apply to Delivered or Archived returns. 

1. Navigate to Settings. 
2. Click Security. 
3. Update SS Return Access Options as needed. 
4. Click Apply. 

Have the Primary Administrator Check All Reporting Sections

If you are still unable to locate the return, request that the Primary Administrator on the account follow the steps above. If the Primary Administrator can view the return, but you can't, the Primary Administrator can check the Office Location settings for the return and for you. The return may be assigned to an office you do not have access to. The Primary Admin is listed in your My Company settings.  

To update the location for the return: 

1. Navigate to your Delivered Returns. 
2. Click the Edit Client Info icon. 
3. Click the Office Location drop-down. 
4. Select the location the client should be assigned to. 
5. Click Save to save any changes.
6. Verify new Client Information.
7. Select Yes, Add it OR
8. Select No, Do Not Add It.

To update the user's permissions:

1. Click the Navigation Widget in the top right corner.
2. Select Account Management. 
   • A new tab opens. 

1. Click User Management in the left panel. 
2. Click the Edit icon next to the user to be edited. 
3. Click the Office Location drop-down. 
4. Click the checkbox next to the location the user should have access to. 
5. Click Update to save any changes.