Form or Field Not Recognized

Occasionally, a form or field that should be recognized by SafeSend Returns 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 tab.
  • 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 tab.

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

Field Not Recognized or Incorrect

Please note:

Penalties, fees, and interest are not automatically recognized. If these amounts affect the overall refund amount, the overpayment/applied amounts should be edited manually. 

If the overpayment/applied amount is incorrect, you can edit the amount or add a refund in the Client Info tab. 

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

Report the Issue 

For vouchers, e-file forms, and overpayment/applied amounts, you can Report a Problem from the action menu for that return specifically after it is delivered. This will allow the Support team to download the return and correct the issue moving forward. 

For Transmittals, please ensure the form is designated as a transmittal or filing instruction in your tax software. The bookmark name is used by the program to recognize those forms. If you require assistance with this, please reach out to your tax software provider.