Unlock a Delivered Return

Taxpayers can be locked out of their tax return or Client Portal account by entering an incorrect/expired access code OR an incorrect social security number. 

Please note:

SafeSend Support cannot unlock client returns or Client Portal accounts, this action must be performed by the firm.

Client View

After 3 unsuccessful attempts, the taxpayer receives the error message below. This error message continues to appear even if they close and re-open the link.

The firm must unlock the return before the client can regain access. 

Firm Notification

After the return has been locked, the user who delivered the return receives the following email:

Unlocking the Return

1. Navigate to Delivered or Archived Returns.
2. Locate the locked return and click the More (...) icon in the Action menu. 
3. Click Unlock Return.
   • The Unlock Return option is only available if the return or the Client Portal is locked.
   • Only 1 return in a Group needs to be unlocked to unlock the controller access link. 
4. Click Unlock Return OR
5. Click Unlock Client Portal.

Client Notification

The taxpayer receives an email notification that the return is unlocked. The taxpayer can now try and access their return as outlined in the Client Experience article.

Access Code Tips for Taxpayers

1. Click the Send Code button.
   • This sends an access code to the taxpayer's email or phone. 
   • Only click the button once to prevent multiple codes from being generated. 
   • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.
2. Copy/paste the access code to prevent typos.
3. Click Confirm.

Please see our Access Codes Explained article for additional tips/tricks and troubleshooting information. 

 

Access Code Tips for Users 

The firm can generate an access code and provide it via phone or email to the taxpayer, if necessary. The following help center article outlines this process:

Generate an Access Code for a Client