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 noreply@safesendreturns.com 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 noreply@safesendreturns.com; 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 support@safesend.com.
- 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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