Unlock a Delivered Return

Taxpayers can become locked out of their tax return by entering an incorrect/expired access code OR an incorrect social security number. 

Please note:

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

Client View

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

The firm will need to unlock the return before the client can regain access. 

Unlocking the Return

After the return has been locked, the user who clicked Deliver to Client or Deliver to Company during processing receives the following email:

1. Navigate to Delivered Returns.
2. Locate the locked return and click the More (...) icon.
3. Click Unlock Return.
   • The Unlock Return option is only available if the return is locked.

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 Request Access 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   • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.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 into SafeSend Returns to prevent typos.
3. Click Continue.

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