Form or Field Not Recognized

Occasionally, a form or field that should be recognized by SafeSend is not recognized. This could be a voucher, e-file form, overpayment/applied amount, or transmittal.

Form Not Recognized

Please note:

• Transmittals must have a bookmark name that includes "transmittal" or "filing instructions" to be placed in the Transmittals section
  • No due dates, amounts due, or other information is pulled from transmittal letters. 
• Invoices must have a bookmark name that includes "invoice" to be placed in the Invoices section.

If a page is not recognized by SafeSend, it will appear in the Tax Returns section. You can use the Move To button to move the page to the appropriate section.

Field Not Recognized or Incorrect

Please note:

Interest is not automatically recognized. If these amounts affect the overall refund amount, the overpayment/applied amounts should be edited manually. 

If the overpayment/applied/penalty amount is incorrect, you can edit the amount or add a refund in the Client Information section. 

If an amount due is incorrect, you can edit the amount in the Vouchers section.

Report the Issue 

For vouchers, e-file forms, and overpayment/applied amounts, you can Report a Problem from the Actions menu in Send Tax Returns or Delivered Returns. This will allow the Support team to download the return and correct the issue moving forward. 

Send Tax Returns

1. Select Send Tax Returns.
2. Click the Actions ... More menu.
3. Click Report a Problem.

Delivered Returns

1. Select Delivered Returns.
2. Click the Actions ... More menu.
3. Click Report a Problem.