Taxpayer Cannot Find an Email from SafeSend Returns

Occasionally, a taxpayer may be unable to find an access link or access code email delivered from SafeSend Returns. 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 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; be sure to search all folders.

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 the Support Desk.
    • 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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