Taxpayer Cannot Locate an Email from SafeSend

Occasionally, a taxpayer may be unable to find an access link or access code email delivered from SafeSend. The following steps may help the taxpayer resolve the issue:

Taxpayer Steps:

• Check your junk/spam folder; the email may have been routed there.
• Add [e-mail] as a trusted sender or contact to prevent the emails from being blocked or marked as spam.
• Use the search feature in your email to look for an email from [e-mail]; be sure to search all folders.
• If you use a firewall or other security program, make sure the email is not being quarantined by that program. 

Firm Steps:

• Request that the taxpayer complete the above steps.
• Check the Client Tracking to see if the email was bounced.
  
  • If so, use the Send Reminder button or Resend Access Link button to send a new email to the taxpayer.
  • If it is an access code email, the taxpayer will need to click the Request Access Code button again.
• If this does not resolve the issue, you can call, chat, or email our support desk at [e-mail]. 
  • If you provide the taxpayer's email address, we can check the email history for the last 7 days to determine if the email was dropped, blocked, marked as spam, or successfully delivered.

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