For security purposes, we are not given the reasons for authentication or eligibility failure as Knowledge-Based Authentication (KBA) is through a third party. It is possible that LexisNexis, our KBA provider, was unable to gather enough data for a full profile on the Client.
In this case, the Taxpayer needs to manually sign their return and upload the documents into SafeSend Returns® or email/fax them to the firm's office. The Taxpayer will be given this option after KBA is failed. The return does not need to be re-called and re-delivered; it will automatically revert to a manual signing option for the taxpayer.
We are not able to ask LexisNexis to change any of the information they have in their database. They will need the client to request the change. They can do so by disputing any information in their report here:
Where do KBA questions originate from?