Client Experience: Returns on Mobile

Clients will occasionally want to respond to their returns on a mobile device instead of on a dedicated computer.  SafeSend Returns is compatible with mobile devices, but the experience will vary.  See below for screenshots of the mobile process so you can understand the client experience.

The link received should be opened in a web browser app, like Google Chrome or FireFox. If the link is opened within the email app, it may not function properly. 


You can click on the images to resize them!

Accessing the Return

1.) The email is received and opened on the mobile device. The link is the same as the desktop version.

2.) They are asked to input the last 4 of their Social Security Number just like the desktop version.

3.) Once entered, the window requesting an Access Code will appear. This will differ slightly from the desktop version.

4.) You can either open up another tab in your browser or you can press the 'Window' button on your device to switch to a different application, and then open up your email.

You should receive an email with the access code. If you have not, please add to your Junk and Spam filter whitelist and try again. Copy the code and then enter it into the Access Code Required page.

*The image to the right shows an example of two access codes sent out.  The one highlighted in red is no longer valid because there is a newer code sent, in green.  If you accidentally send another code, look for the timestamps on the messages to see which one is valid.

5.) After you copy the code from the email, press the 'window' button again, and return to the SafeSend Returns page. It should still have the window up asking for the code. Input the code and press Continue, and you will reach the main landing page.  


Signing the Return and Downloading Documents

6.) Clicking on 'Download Tax Documents' or 'Let's Get Started' will lead you to the next page.

7.) At this step, the client will be informed that their tax documents are going to be sent to their email in the form of a link. If the client wishes to download them to the mobile device, they can do so afterward. Otherwise, they can click the link on a desktop or laptop in order to download the files.

8.) You can download the tax documents to your mobile device by accessing the email that was delivered in the previous step.

9.) You will be prompted to request another access code for the download specifically.

10.) You can then download the files to your mobile device and review them.

11.) After sending the email link and pressing Continue, you are brought to the Sign portion of SafeSend Returns. After the client confirms their date of birth and consents to e-sign, they will be brought to the Knowledge-Based Authentication (KBA) section.

12.) After the KBA the client will be asked to sign the documents just like they would on the desktop site. Following the yellow 'Sign' arrow will guide them through the documents to sign at all required fields until it reaches the end and prompts them to Continue.

13.) After signature, it brings the customer to the Pay page, which works just like it does on the desktop site. The client can click on any of the payments to view more information or to be linked directly to the state or federal payment page.

14.) After this page, it will bring them to the end landing where they can re-download their tax documents at any time, or make payments if they receive a notification to pay one of their vouchers.

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