Client Portal Overview

The Client Portal is designed to create a centralized location for client tasks and document sharing. This increases organization and efficiency for both the firm and the client. The Client Portal is connected to all SafeSend products. 

Settings

Enable or disable the Client Portal experience for your clients, change your Client Portal firm contact, and edit your Client Portal URL.

Please note:

Only System Administrators have access to the Suite Settings section.

1. Click the Navigation Widget.
2. Click Suite Settings.
3. Toggle Client Portal on or off. 
4. Click Edit Contact Person to choose who appears as a firm contact for clients using the Client Portal. 
5. Click Edit to change your Client Portal URL (web address for client login).
6. Enter a new Client Portal URL. 
7. Click Update.
8. Click Yes to confirm any changes made.

Firm Experience

The firm experience remains the same in terms of accessing and downloading documents. Three features have been added to your dashboards related to the Client Portal. 

Connections

See a list of Names, Client IDs, and Email Addresses associated with this client in the Client Portal. This option is available across all SafeSend products. 

1. Click the Link icon next to the client's name.
2. Review Connections.

Unlock Option

Taxpayers can become locked out of their Client Portal by entering an incorrect/expired access code OR an incorrect social security number. You can unlock their Client Portal access from any item delivered to that client. 

Please note:

This option is only available for locked Client Portals. 

1. Click the Action (...) menu. 
2. Click Unlock Return. 
3. Click Unlock Client Portal.

Access Code Option

This option allows you to view or generate an access code for the Client Portal. 

Please note:

The code is not automatically sent to the client, it needs to be provided by the user via email or phone.  The code expires after 20 minutes, after it is used, or after a new code is generated. The new code should not be generated or provided until the client is prompted for a code on their end.  

1. Click the Action (...) menu.
2. Click View Access Code. 
3. Click the Client Portal tab. 
4. Click the Generate Access Code button. 
5. View the new code in the Access Code column.

Client Experience

Client Experience 

The client can view and access outstanding tasks, upload and download documents, pay vouchers, distribute K-1s, and update settings. See our Client Portal Experience article for more information about accessing and using the Client Portal. 

Key Features

• Task List: Clients can see all the tasks the CPA firm delivered from all SafeSend products. Tasks are organized on the page based on product type.
• Document Repository: Clients can view, download, search, and sort all files exchanged between them and their CPA, including both received and uploaded documents.
• Comprehensive Notifications: Clients can find notifications and reminders for tasks under the Notification Bell, which allows them to access and complete tasks directly by clicking on the respective reminders and notifications items.
• Unified K-1 Distribution Page: Clients can view all entities requiring K-1 distributions on a single page and distribute K-1s. 
• Tax Payment Page: Clients can view and pay estimated and actual tax payment vouchers for all returns and extensions in a centralized location.
• Recent Activity Window: Allows clients to view and open their most recently accessed files or tasks.
• Merge multiple email IDs: Clients can add multiple email IDs to their Client Portal account, enabling them to receive and view all tasks and documents sent by their CPA in a single Client Portal account.

FAQs

Client Questions

Does the Client Portal use a username/password or a multi-factor authentication method?	The Client Portal always requires a unique access code to log in. A client-specific PIN is required when logging in from a new browser or device.
Can a client reset their PIN?	The client can reset their PIN from inside their Client Portal, or they can click "Forgot PIN" on the login page.
Can a client reset the email ID they use to log in?	The client can reset their primary email from inside their Client Portal (Security section).
What if the client forgets their Email ID for the client portal?	The client can contact the CPA firm to retrieve it.
Is using the Client Portal mandatory to complete tasks?	No, the Client Portal is not required to complete tasks. Clients can choose to access tasks from the Client Portal or access them from an individual task access link.
Is the client experience going to affect individual task workflows?	No, the Client Portal simply allows a different authentication method to access the workflows the client is already used to seeing. Clients can use a single login so they do not need to authenticate separately across different SafeSend Products.
Can the Client Portal be accessed from a tablet or mobile device?	The Client Portal is not currently available on tablets or mobile devices.
What happens if an email ID is unmerged (removed) from the Client Portal account?	Pending or partially completed tasks related to that email ID are removed. Any files generated from completed tasks will stay in the account.
Is there a limit to the number of email IDs that can be merged into my Client Portal account?	Yes, the maximum number of merged emails is 15.

User Questions 

What pricing tiers have access to the Client Portal feature?	All pricing tiers have access to the Client Portal feature.
Are Grouped Returns available in the Client Portal?	The Client Portal does not currently support Grouped Returns, but we are planning to add them soon.
How are clients linked to the portal?	Client tasks and documents are connected to their portal based on their Email ID. Each email address can only be associated with one Client Portal account.
Is there a global retention policy for Client Portal items?	All documents in the Client Portal have a 3-year retention policy. Firms will be able to adjust this in the future.
How does the Client Portal affect Client Management?	The Client Portal is independent of Client Management.
Is there a Client View option for the Client Portal?	There is not currently a Client View option for the Client Portal, but we are planning to add one soon.
What happens if I change the email address for a delivered item?	The client no longer has access to that document via the Client Portal unless the new email address is linked to that account.
When will tasks/documents sent by the firm appear on the client's Home page?	All pending tasks delivered to the client's email ID appear on their Client Portal as soon as their account is created. They will have access to any tax returns from 2021 and later. Other documents will be available if they were delivered after the account was created.
How do tasks appear for the client?	Tasks appear on their Home page and are categorized by product type.
When a client uses the Send Files option to upload files, who is the default recipient?	The Send Files option is the same as your Company Drop-Off Link. The default recipient will auto-fill, but the client can edit the recipient.

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